Katherine Ramirez Email & Phone Number

Houston, Texas, US

Chicago, IL, US

• Major Responsibilities:I led IT operations across Europe, driving agile incident resolution and providing support through ServiceNow. I managed a team of employees and contractors, prioritizing exceptional service.
• Streamlined incident resolution process to reduce average ticket closure and enhance user satisfaction by 22%.
• Employed a proactive monitoring system to decrease system outages and improve overall IT service availability.
• Played pivotal role in IT migration projects for seamless transitions and minimal disruption to services.

Hamburg, DE

• Major Responsibilities:I directed IT operations using Azure DevOps, ServiceNow, Jira, and Confluence to support business functions. I ensured system development and maintenance aligned with budget, timeline, and.
• Coordinated with business stakeholders to enhance project operations and implement necessary improvements.
• Administered IT migration projects effectively to minimize disruption to business operations.
• Headed and coordinated regional operations and infrastructure initiatives in Spain, Italy, Greece, and Portugal.
• Led process automation and digital workplace initiatives organization-wide.
• Tracked and evaluated KPIs and SLAs to optimize IT procedures and exceed goals, leading to a 10% increase in efficiency.

San Sebastián De Los Reyes, Madrid, ES

• Major Responsibilities:I spearheaded the IT service team’s daily operations, leveraging workflow tools such as Azure DevOps, ServiceNow, Jira, and Confluence. I oversaw the full IT service lifecycle, encompassing.
• Crafted comprehensive service documentation, including service descriptions and value chain analysis for business partners.
• Oversaw Mercedes Benz release process, upholding KPIs with a 98% on-time delivery rate and maintaining 100% compliance with SLAs.
• Formulated and executed service enhancement strategies to increase efficiency and elevate customer satisfaction levels.
• Enhanced IT requirement specification process to align seamlessly with business objectives and simplify transitions.
• Streamlined service operation procedures to optimize the IT support system's efficiency.

Maidenhead, Berkshire, GB

• Major Responsibilities:I facilitated the setup and configuration of critical business hardware and software to ensure seamless operations. I supervised the acquisition of hardware, software, licenses, mobile devices.
• Boosted service delivery and operational efficiency through monitoring IT operations cases and implementing cutting-edge systems.
• Optimized the procurement process for IT assets to minimize wait times and enhance resource management.
• Strengthened data protection protocols, leading to a notable decrease in the likelihood of data breaches and losses.
• Fostered a customer-oriented approach within the IT team to elevate satisfaction levels among internal stakeholders.

Houston, Texas, US

• Major Responsibilities:I delivered bilingual end-user support for a global energy technology firm, addressing technical issues through effective communication. I responded swiftly to users via telephone, Webchat, and.
• Enhanced support procedures to boost efficiency and response times.
• Established knowledge base articles to accelerate problem-solving.
• Developed and maintained a knowledge base for common technical issues to optimize issue resolution efficiency.
• Increased team performance and user experience through improvements in the support process.

• Major Responsibilities:I offered bilingual end-user support, handling support tickets via the Footprint system and resolving diverse technical issues. I assisted with email support, including Microsoft Exchange and.
• Provided Level I phone technical support to school district staff and administrators in busy timeframes.
• Improved system stability and user productivity by fixing problems in Windows 7 and Windows Server setups.
• Created a repository of common issues and fixes to speed up problem resolution and minimize interruptions.

Barcelona, Anzoátegui, VE

• Managed 2,000+ Windows users, troubleshooting security issues and collaborating with telecom team for Cisco VoIP solutions.
• Developed budgets for innovation projects, fostering relationships with 7 providers to enhance service delivery.
• Led multiple projects using agile methodologies, conducting risk assessments and supporting new VMware solutions.

Barcelona, Anzoategui, VE

• Managed bilingual first level support for 800+ end users, administered various IT services, and conducted database migration for enhanced efficiency.
• Provided support for DNS, email, hosting, and authentication services.
• Administered Exchange, Lotus Notes, and Windows OS.
• Conducted drilling database migration for improved data management.