Keith Ramirez Email & Phone Number

Plano, Texas

• ABCorp/Custom Card Systems
• Provide phone, email and chat support for software and hardware.
• Conduct in-house hardware repair of customer instant issuance printers.
• Support 100+ banks and credit unions nationwide.
• Troubleshooting and servicing of print and SQL servers.
• Remote access software deployment and configuration.

Plano, Texas

• Provide remote issue resolution for 500+ theaters in North and South America.
• Initiate defective equipment replacement via new purchase order or return to manufacture.
• Managed user security in Active Directory.
• Document and track issues in Service Now.
• Deliver workaround or resolution to limit adverse impacts to the customer experience.

Irving, Texas

• Performed remote software delivery and instillation for global clients.
• Managed user security and application groups via Active Directory and Webadmin.
• Assigned applications through computer policy management and utilizing OVCM and ActiveDirectory.
• Administered user data groups and obtain data owner approval for access.
• Trained new employees on remote software deployment methods.
• Maintained SLA adherence by ensuring client requests are completed in accordance withcontractual due date.

Irving, Texas

• Managed accounts utilizing Active Directory and Novell iManager.
• Administered and troubleshot RSA tokens.
• Verified proper written authorization from application owners for granting access to systemand/or application resources.

Austin, Texas

• Created new agent phone and network accounts.
• Responsible for performing administrative application activities including editing worker recordsas well as other tables and records within GCRM.
• Assigned skills to user accounts to allow appropriate call routing.
• Self-directed assignment of new employee account creation request.

Austin, Texas

• Coordinate with health care staff for refreshing of computer equipment to minimize disruption of their schedule
• Delivered, installed, and configured laptops/desktops across entire Seton Health Care Network.
• Provided follow up support for newly installed hardware and software.
• Installed and configured Citrix client on laptop and desktops to access Cerner Millennium.
• Ensured strict adherence to all SLA and HIPAA requirements.
• Tested and repaired all desktop and laptop systems prior to returning leased equipment to supplier.

Austin, Texas

• Conducted on-line and on-site classroom training on VersaSuite for new and established clients
• Developed and update technical documentation of VersaSuite software and the installation of SQL server including online FAQ site
• Created technical help files included in the VersaSuite application

• Responsible for software support for US clients
• Troubleshoot and support all hardware shipped on Dell laptop systems
• Determined if hardware needs to be replaced and setup service for the customer
• Took approximately 35 calls per day from government and large corporation employees

• Troubleshoot LAN/WAN issues and outages worldwide.
• Assisted in the configuration of VPN's and Terminal Servers company wide.
• Application support for Texas Education Agency and Texas Department of Information Resources

• TCP/IP, SNA/SDLC, and Network troubleshooting and maintenance
• Support systems and applications in Windows 3.1, 95, 98, NT, W2K
• Support Groupwise email for external client
• Record help desk notes and service tickets in Remedy
• Remote user connectivity via Metaframe dial in
• Network and local printer connectivity