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.▪ Repair and retrofitting of internal printer hardware.

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.▪ Executed quality control process of automated software delivery system.

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.▪ Completed client data migrations from old to new PC while adhering to all SLA and HIPAA requirements.▪ Maintained database with location, configuration, model and lease dates of all hardware

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 •Manage LAN accounts and passwords•Consistent review of help desk procedures •Perform Quality Assurance on all help desk tickets•Provide additional training for all help desk agents•Supporting 1000 users in a multiplatform environment, encompassing client/server(Novell 3.x and 4.x Token Ring LAN), and mainframe systems•Mainframe/Application knowledge: MVS, TSO, VTAM, and JES2 within both RACF and ACF2 environments