Rick Kramer Email & Phone Number

Brighton, England, United Kingdom

• Provide 3rd Level software/hardware support. • Diagnostics issues that are related to application defects, database defects, Server/Domain/Client environment, network issues, and or hardware issues.• Administer MS SQL databases and diagnose database related issues.• Manage Windows Server environment, and Windows software such as IIS, and MSMQ. • Work with Development Engineering and OEM vendors on possible software and hardware defects as identified via reported Customer problems.

London, United Kingdom

• Maintained, monitored and managed the VMware powered infrastructure throughout the entire client lifecycle which included working with the Services teams for customisation and support.• Utilized and upgraded Trintech’s proprietary tools for SaaS deployments.• Azure DevOps CI/CD deployments to roll out the latest versions of the software to client’s environments.• Received escalation tickets via SalesForce/RemedyForce and completed tasks in a timely manner.• Identified and raised bugs/issues to developers within Azure DevOps, tracked fixes and implemented via CI/CD, Continuous integration (CI) and continuous delivery (CD).• Utilized Microsoft SQL Server from v12-v15 (2014-2019) using SQL Server Management Studio.• Part of a small team (3-5) tasked with maintaining 24/7 support in case of any major incident.• Outside of standard hours was responsible for monthly maintenance and patching of servers. • “We proudly maintained a 99.7% uptime.”

Maidstone, Kent, United Kingdom

Kent

United Kingdom

United Kingdom

Responsible for Level 1 and Level 2 Customer Support of GlobalSign products; where all customer support is conducted via telephone or email, as well as a ticket system

Germany

TCE stands for Toshiba Certified Engineer and is a required certification to give telephone technicalSupport, I currently provide this support for Dutch customers and resellers who require software support or warranty repairs. Troubleshooting and Diagnosis is carried out over the phone before any warranty repairs are arranged to ensure that the customer received the best and most appropriate solution for their particular problem. 1st and 2nd Line Service Desk Engineer.People within the Benelux call us for many reasons, whether it is a problem with MS Office or Internet, we will end up trying to help them solve their problems or at least help them in the right direction. When we can confirm it is a hardware specific issue with the machine and it has warranty, then we arrange for the machine to be picked up, repaired and obviously there after returned to the end user.

Germany

was responsible for managing online gaming communities in a team of GMs for primarily for RF Online but also worked with games such as; Lord of the Rings Online, Dungeons and Dragons and Archlord.Dealing with Bugs/Fixes, complaints and harassment issues which even takes place in the games. Also the occasional event was run for the players to keep them interested and entertained. Escalation regarding RF Online ended up with me due to a good understanding of the tools and logs.