Richard Steven Gonzalez Ramirez Email & Phone Number

- Serve as a focal point for communication and incident management during critical events. Manage customer escalations cross-departmentally with communications to Teradata Executive Management. - Improve the customer experience by driving cross-functional process improvements within Teradata and with customers. Consolidate and report customer results and forecasts.- Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service-Manage proactive services and execution against contractual SLAs-Build a trusted-advisor relationship with customer teams, both executive and operational- Prepare and execute customer success plan to achieve customer desired outcomes- Oversee execution of best practice guidance for managing environments and system change activities- Define and implement standards/procedures for ensuring the optimal customer experience

Bogotá D.C., Colombia

-Responsible for providing on-site or remote support for Teradata customers in Colombia and Ecuador. -Perform preliminary software and hardware problem investigation, system integrity check, and diagnostics collection. -Work closely with local, regional and global teams to provide efficient solutions. - Perform hardware and software installations, database configuration, system upgrades, and expansions -Management of system updates, scope definition, list of critical path items, identification of required resources, and project timeline. - Development of the Customer Support Plan, adapted to the environment and requirements -Perform hardware repairs or replacements on (DELL / Intel) servers or storage (NetApp, DotHill, EMC, Data Domain, Robots) - Support for Linux (SUSE) and Windows operating systems -Installations and Planning, ensure that the data center has adequate power, cooling, and physical space to support the configurations. -Participate in 7x24 on-call service covering Teradata customers and escalate all unresolved issues to the Support Centers while providing feedback to the customers for reported issues.

Bogotá D.C. Area, Colombia

- Provide technical support L2 to all the Latin American customers and partners, attending problems related to any print solution from Lexmark. LPM – LDD – NDD – PHAROS (software). - Create, configure and administrate DHCP, DNS, WINS, AD and Print servers under Unix, Linux, Windows and MacOS architectures.- Incidents and change control's management- Create and execute DDL & DML queries on databases PL/SQL, SQL Server, and Firebird - Virtualize servers using VMware or Hyper-v to reproduce the customer environment and their configurations. - Give to the customers a final report about SLA's and system performance during a specifying lapse of time.

Bogotá D.C. Area, Colombia

- Provide first-level technical support to customers with ADSL, DSL and VoIP services under coaxial, HFC or fiber network architectures.- Configure VoIP services and routing tables in different models of domestic routers.- Incidents management to find out the root and possible solution of every case.-Achieve the metrics for the campaign

Bogotá D.C. Area, Colombia

- Provide technical support for digital, analog and satellite television services. - Improve the customer experience using the television services of Claro. - Record in the service desk tool all incidents, problems or events reported by the users - Make a diagnostic of the incident and try to find out the proper solution.

Bogotá D.C. Area, Colombia

- Design and implement structured cabling installations.- Configure and administrate telecommunications equipment like routers, switches, firewalls, and modems. - Preventive and corrective maintenance of computer equipment - Administration of servers and databases. - Manage incidents (Help Desk) - Execution of SQL queries, DDL and DML basic structures

Engineering, Telecommunications Engineering

High School Degree, High School Degree

Bachiller Academico