Gabriel Ramirez Email & Phone Number

Bloomfield, Nj, Us

Pittsburgh, Pa, Us

Mclean, Virginia, Us

22nd Century Technology, August 2019 – Present. Aberdeen Test Center, MD.November 2020 – Present: Aberdeen Test Center, MD. Helpdesk Senior Technician• Level 3 technician support with Windows 10 systems. Hardware and software support. Assisted users as well as other technicians. • Assisted with training new technicians to perform tasks to ATC standard. Resolved tickets escalated to me by other technicians• Cooperated with fellow team members to solve new systematic issues. Cataloged and wrote standard operating procedures and guides for users and technicians.• Performed Name Change project to reflect new Army Naming Convention. • Resolved over 400 incidents, recorded with Track-IT. August 2019 – October 2020: Aberdeen Test Center, MD. Helpdesk Journeyman• Level 2 technician support with Windows 10 systems. Hardware and software. Performed customer service support by: resolving account tickets, sorting and logging incoming tickets, answering emails and voicemail.• Proficient with Dameware and Configuration Manager.• Provisioned over 250 Enterprise emails for use with current organization. Created and maintained the same amount of users account.• Resolved over 1600 incidents, recorded with Track-IT.• Advised and started the use of MS OneNote to aggregate a knowledge base for continuity purposes. This tool has been valuable by streamlining processes and providing a way to quickly update technicians with pressing current issues and organizing operating procedures.

Fort Bragg, North Carolina, Us

September 2017 – June 2019: Service Desk Supervisor• Accountable for Computer Information Systems equipment valued at over $1,000,000. Turned in outdated Tanberg VTC equipment. Turned in outdated computers. Received and deployed new mission command systems and Cisco VTC equipment.• Trained, counseled and professionally developed five soldiers.• Scheduled and monitored over 100 video and teleconferences for General Staff with Cisco equipment and software.• Configured over a dozen government cell phones through DISA Storefront. Proficient with MobileIron and Purebred application setup for encrypted email use.• Wrote, aggregated and edited acquired knowledge on continuity book digitally. This assisted in training my replacement• Supervised and performed project: Cabling new ‘Confidential’ network, BICES for General Staff. Assisted with imaging confidential computers, cabling and setting up layer 2 switch.August 2016 – August 2017: deployed to Iraq. Audio-Visual technician / PKI Token manager• Coordinated, and supervised over 400 video and telephone conferences.• Requested and issued over 200 Public Key Infrastructure tokens.• Resolved over 1000 ITSM Remedy tickets at the helpdeskAugust 2015 – July 2016: Solaris Server Administrator• Installed and maintained two Global Command and Control System Army Solaris (GCCS-A) servers.• Installed server administration tools such as active directory, DHCP, and DNS• Created and managed over 800 Active Directory user accounts, ensuring users had proper clearance and access protocols were being met.• Updated and secured over 700 computer systems on tactical domains.August 2014 – July 2015: Service Desk technician• Installed, operated, and maintained computers and various information systems of telecommunications systems, across various networks. Systems included radio, switches, network cable installation, and automation equipment.• Imaged over 400 systems across 4 enclaves/networks.