Glenn Mark Ramirez, Ece, Ect, Mcsa Email & Phone Number

Valenzuela, Ncr, Ph

Responsible for configuring CIAM applications, managing user access, troubleshooting issues, responding to incidents, and maintaining documentation for enterprise CIAM platforms and complementary technologies. The first point of contact for customers interested in configuring CIAM products, fixing issues, and managing incidents. Follows ITIL processes, standardized run-books and change management processes, create and maintain knowledge base articles, engage with our customers in a friendly and helpful manner, think creatively when it comes to solving problems, proactively seek out opportunities to advance their knowledge, and ask for help when needed.

Philippines

The Support Analyst is the primary service contact assisting customers to effectively utilize the software to meet their firm’s business objectivesPrimary ResponsibilitiesThe Support Analyst leverages advanced software troubleshooting skills, a strong business acumen, and proven customer soft skills to proactively resolve simple to complex service requests from external customers and implementation personnel. The Support Analyst position requires the ability effectively capture, document, analyze, and reconcile customers' procedural, setup, Thomson Reuters application, and integration related inquiries utilizing remote access tools, data analysis tools, and internal systems.• Problem Resolution:• Communicates and recommends simple to complex business process, procedural and/or diverse service request solutions to resolve customer issues• Documents the nature and scope of found issues and takes steps toward resolution including testing and leveraging existing internal knowledge bases and documentation• Effectively uses local test systems, remote access utilities, and other resources during the troubleshooting process and escalates issues to senior level analysts when necessary for further analysis.• Isolates root causes and efficiently takes restorative actions while minimizing disruption to the customer’s business operation

Mckinley Taguig

Creates, manages and updates training Materials and releases training to production.Makes sure that all updates with the tools, processes and products are cascaded to production

Uptown Tower 3

On-boarding of new hires and experience hires to be part of the Project. Provides knowledge transfer and training to discuss the Office 365

Mckinley Taguig

January-May 2016Attended Bootcamp in SAP Human Capital Management and Success FactorsAttended Testing BootcampAttended Bootcamp for Infrastructure Services(Active Directory and Exchange)Attended Microsoft Office 365 Ambassador TrainingJune 2016-November 2017Office 365 Modern SupportProvided technical support to Office 365 Clients. Troubleshoots Exchange, SharePoint, OneDrive, Teams, Skype for Business, Active Directory and Exchange Servers