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.

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)

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..

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