Marvin Ramirez Email & Phone Number

Washington, United States

Mclean, Virginia, United States

*Train new agents on the responsibilities protocols and procedures on how to handle the OCC Banknet Service Desk*Report to my supervisor on tickets based on degradation, outages and any other issues *Create Knowledge base articles on how to troubleshoot and resolve issues in order to meet the FLR, FCR, and SLA.*Performed incident management responsibilities and frequently distributed emails to other departments on updates*Assisted colleagues and provide guidance on troubleshooting process.

Calverton Maryland

*Train new agents on the responsibilities protocols and procedures on how to handle the OCC Banknet Service Desk*Report to my supervisor on tickets based on degradation, outages and any other issues *Create Knowledge base articles on how to troubleshoot and resolve issues in order to meet the FLR, FCR, and SLA.

Calverton, Maryland

Responsibilities:• Ensure service levels are met by monitoring real-time ACD queues• Conduct weekly and monthly reviews of Service Level Objectives• Establish measurements and goals to improve process effectiveness and efficiency• Develop, document and implement processes consistent with the ITIL-v3 Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.• Test various Applications before deployment (i.e. RSA Soft Token, Mobile Device, PC Refresh Machine)• Advise upper management about program issues and challenges• Identify and manage critical success factors• Controls and leads process improvement activities• Provide Project Management activities for assigned projects; gather, collect, summarize and analyze various types of data.• Ensure the consistent usage and contribution to the ServiceNow knowledgebase• Analyze reports for trend analysis and solutions, training opportunities, system problems, and overall management of open tickets• Generate weekly reports on trend analysis for OCC and Banknet customers• Mentor and train Service Desk Analysts and Senior Analysts• Manage workload transition to new employees• Monitor and handle Service Desk unassigned incident tickets• Process and analyze service requests via ServiceNow and Remedy ticketing system.• Ensure quality assurance procedures are followed to produce reports, documents, and files.• Monitor and manage high severity incidents to ensure resolution within Service Level commitment• Resolve escalated calls and voice mails received by Service Desk that require expert analysis• Document new applications and processes prior to implementation• Create and maintain knowledge articles to improve time to resolve incidents• Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, and the network• Answer direct e-mails from the customer related to help desk issues

Arlington Va

Department/Staff Management--------------------------------------------- Manages the Help Desk operations and inventory system daily.- Trains, schedules, and mentors Help Desk student workers in day-to-day operations as well as with ongoing projects.- Maintains an SLA/SLO target of 95% and above for all Remedy trouble tickets for our department.- Coordinates and assists with security access control (physical) implementation projects for metro region.-Assist the supervisor on both local and metro-wide user network password and rights within Active Directory.Laptop/Workstation/Lab Support----------------------------------------------- Installs and manages various software packages for the classroom environment.- Maintains classroom organization and helps plan for future expansions.- Ghosts and images laptops and desktop computers using Norton Ghost and network PXE imaging.- Troubleshoots and fixes laptop/PC hardware and software issues for the metro region.- Educates new employees and faculty on proper steps about how to secure their laptops and perform preventative maintenance.- Assists in miscellaneous networking projects on campus involving wireless access points, new Cisco switch implementations/restructuring, rewiring cable over the campus for new access points and adding/punching down of the physical network connections.- Manages Advanced Technology Light Room (ATC) classroom environment for classroom collaboration and staff meetings between metro locations.Responsibilities also include - Maintaining IT group-related projects focusing on goal setting to work effectively in order to complete projects before the designated deadline.- Efficiently get projects completed by focusing on the individual strengths of each team member.

Hyattsville, Md

Preparing the store inventory, restocking supplies and keeping the store, in a clean and professional environment. Developed organizational skills in a fast paced environment.Skills developed in this position. • Answered customer inquiries to resolve problems.• Set-up and maintained equipment based on user needs.• Worked with cross functional team to provide service and assist customers.

Bachelor'S Degree, Bachelor'S Degree, School Of Engineering, Network & Communications Management, 3.33

Activities and Societies: Achieved Dean's List for multiple semisters

High School Diploma