Ismael Ramirez Email & Phone Number

Portales, Nm, Us

Cannon Afb, New Mexico, United States

•Serves as 2nd to the EITaaS Field Services Site Lead in their absence•Management and coordination of EITaaS Field Service teams.•Coordinating and overseeing the initial imaging and distribution of tech refresh devices•SME EITaaS Field Service and 27 SOCS support technicians•Active Directory administration including creation, administration, modification, troubleshooting, and clean-up of devices, security groups, organizational groups, and user objects and accounts•Management of Carbon Black EDR and App Control, including monitoring justification requests, investigating events, and creating custom rules as needed•Diagnose and repair issues on over 5,000 Air Force/EITaaS devices, including hardware, software, and peripherals•Assist Endpoint Management with issues regarding Carbon Black, including investigations into issues via Carbon Black EDR dashboard•Working with local Comm Focal Point in determining if NIPR devices/accounts were subject to NDCI, followed by NDCI incident remediation, including scrubbing of devices using BCWipe TotalWipeout•Manage appointments and communications with end users, including VIPs, to resolve tickets promptly•Contact VIP clients (O-5/GS-13 and above) promptly and efficiently to resolve issues•Handle several base-wide and Air Force-wide level issues, ensuring positive resolution and minimal downtime•Taking responsibility for additional follow-up, ensuring full resolution•Warranting a high level of customer satisfaction throughout the service delivery transaction•PowerShell/ PowerShell ISE to conduct administration and scripting tasks•Excellent oral and written skills, and outstanding organizational skills•Familiarity with DoD Information Assurance (IA) requirements•Advanced level familiarity with Android and iOS devices•Asset Management of desktops, notebooks, mobile devices, and monitor equipment•Experience in technical writing and scripting•Extensive understanding of desktop and notebook hardware

Cannon Afb, New Mexico, United States

•Coordination of EITaaS Field Service team•SME EITaaS Field Service and 27 SOCS support technicians•Active Directory administration including creation, administration, modification, troubleshooting, and clean-up of devices, security groups, organizational groups, and user objects and accounts•Management of Carbon Black EDR and App Control, including monitoring justification requests, investigating events, and creating custom rules as needed•Diagnose and repair issues on over 5,000 Air Force/EITaaS devices, including hardware, software, and peripherals•Assist Endpoint Management with issues regarding Carbon Black, including investigations into issues via Carbon Black EDR dashboard•Working with local Comm Focal Point in determining if NIPR devices/accounts were subject to NDCI, followed by NDCI incident remediation, including scrubbing of devices using BCWipe TotalWipeout•Manage appointments and communications with end users, including VIPs, to resolve tickets promptly•Contact VIP clients (O-5/GS-13 and above) promptly and efficiently to resolve issues•Handle several base-wide and Air Force-wide level issues, ensuring positive resolution and minimal downtime•Responding to technical service hardware requests and break/fix incidents•Supporting Dell, HP, and other notebook, desktops, and monitors•Resolving end-user questions or problems•Taking responsibility for additional follow-up, ensuring full resolution•Warranting a high level of customer satisfaction throughout the service delivery transaction•PowerShell/ PowerShell ISE to conduct administration and scripting tasks•Excellent oral and written skills, and outstanding organizational skills•Familiarity with DoD Information Assurance (IA) requirements•Advanced level familiarity with Android and iOS devices•Asset Management of desktops, notebooks, mobile devices, and monitor equipment•Experience in technical writing and scripting•Extensive understanding of desktop and notebook hardware

Portales, New Mexico, United States

• Processed inmates; maintained jail security; served meals; transported inmates, advised on institutional rules.• Patrolled jail area periodically to ensure security and maintain order.• Dispensed personal and cell cleaning equipment; kept records of money received from inmates.• Assisted medical team with distribution of medication to inmates• Prepared routine records on inmates; performed general clerical duties.• Recorded visits and inspected items brought into the jail and checked incoming and outgoing mail.• Investigated violations and critical incidents, collected evidence, and testified in court.• Performed related tasks as required.

Clovis, New Mexico, United States

•Troubleshot all technical and logistical issues for customers•Assisted customers in correcting any hardware or software errors causing malfunctions of hardware or software•Directed customers to proper work groups to assist them•Referred customers to the correct workgroup/ provider for issues outside of the skill set•Prepared and submitted service orders for damaged or malfunctioning equipment•Created and submitted knowledge articles for any undocumented or unknown troubleshooting solutions•AST/ CI technicians were responsible for assisting special venue restaurants with pilot hardware and software•Demonstrated dependability and reliability by being punctual, working assigned shifts, and completing responsibilities promptly•Interacted politely and effectively with callers and agents•Effectively shared information when receiving or giving direction; and worked as part of a team by responding to assistance requests throughout the facility•Ability to adapt to and work effectively on various types of calls•Ability to complete mathematical computations, including addition, subtraction, multiplication, and division•Ability to interact and communicate effectively with Customers and Agents•Experience and ability to apply RTS and Atos policies and procedures•Knowledge of operating systems like UNIX and Windows•Proficient with Microsoft programs like Word, Excel, and Publisher•Provided quality Customer service by effectively communicating with Customers to answer questions and troubleshoot technical issues•Accurately and efficiently troubleshot all problems encountered during calls•Continued education on steps or ongoing issues as they became apparent•Ability to instruct new hire trainees on the procedures and processes•Duties also included coaching and data entry of trainee performance•Was responsible for determining if a trainee can complete training or if the trainee should be dismissed based on performance, attendance, and scored assessments