Nestor Ramirez Email and Phone Number

SERVE as the designated technical authority and provide expert guidance to customers• Manage overall relationships with assigned end-users, increasing adoption, and ensuring retention and satisfaction.• Co-create with customers to develop a value realization plan that outlines how Trend adoption will address their cybersecurity requirements, and drive positive business outcomes• Proactively address customer needs and desired outcomes by guiding them through their deployment journey… Show more SERVE as the designated technical authority and provide expert guidance to customers• Manage overall relationships with assigned end-users, increasing adoption, and ensuring retention and satisfaction.• Co-create with customers to develop a value realization plan that outlines how Trend adoption will address their cybersecurity requirements, and drive positive business outcomes• Proactively address customer needs and desired outcomes by guiding them through their deployment journey while showcasing the value of the Trend platform• Design and implement security solutions for customers• Advise customers on security best practices and help secure their deployments• Assist with custom integrations and provide an overview of product integration with customer security architecture• Act as an advocate for your customers, providing guidance on the product roadmap and process improvements• Ensure customers are maximizing their return on investment with the product• Identify and mitigate risks in partnership with the account team• Educate and provide guidance to customers and evangelize the benefits of the product• Develop a playbook for common technical challenges faced by customers and common objectives for solving their issues• Partner with regional sales teams to complete customer technical onboarding activities• Maintain multiple technical certifications and gain at least one new certification annually. Show less

PROVIDE a technical bridge between account representatives, sales engineers and their customers, while pinpointing pre-sales opportunities and providing premium post-sales support on-site and remotely.• Manage all aspects of premium support issues as they arise during onsite installs as well as post-deployment.• Develop and execute action plans for existing customers for the migration of 3rd party vendors as well as older products to Trend’s newer suite of cloud, software… Show more PROVIDE a technical bridge between account representatives, sales engineers and their customers, while pinpointing pre-sales opportunities and providing premium post-sales support on-site and remotely.• Manage all aspects of premium support issues as they arise during onsite installs as well as post-deployment.• Develop and execute action plans for existing customers for the migration of 3rd party vendors as well as older products to Trend’s newer suite of cloud, software, hardware, and premium support offerings.• Demonstrate sound skills across Trend’s full product line, providing upgrades, installs, deployments, reconfigurations, and system moves as well as handling promo codes and digital interactions. • Provide solution engineering via deployments onsite and across the cloud for Trend’s premium client base.• Took the initiative to develop and execute effective individualized action plans with the involvement of account teams to resolve systems issues outside normal channels and standard service techniques and tools.• Responsible for creating knowledge-based articles and videos intended to help educate and inform customers as well as Trend’s own sales, engineering, and customer service teams.• Lead two-day in person training sessions for Trend’s engineering teams, as well as web-based QuickPath training sessions for customers on products like, ApexOne, ApexCentral, and Endpoint Encryption.• Special projects leadership role for Trend’s Certification in IT Security (CPITS) Internship Program.• Contribute to product development and research and development by documenting and disseminating valuable customer feedback, acting as a conduit between the end user and the development team. Show less

DELIVERED exceptional customer service while responding to phone, email, and online requests for various levels of technical support to Trend Micro’s Enterprise, Premium Support, and VLE customers.• Ensured first-call case resolution as well as software and network troubleshooting, and proactive support services in a fast-paced, high-pressure environment as well as integration and ongoing maintenance.• Managed a diverse and complex scope of support issues while effectively… Show more DELIVERED exceptional customer service while responding to phone, email, and online requests for various levels of technical support to Trend Micro’s Enterprise, Premium Support, and VLE customers.• Ensured first-call case resolution as well as software and network troubleshooting, and proactive support services in a fast-paced, high-pressure environment as well as integration and ongoing maintenance.• Managed a diverse and complex scope of support issues while effectively interacting with Trend’s engineering and sales teams to provide customer solutions to complex technical issues in a timely manner.• Shared best practices with other CSE team members to enhance the quality and efficiency of support, providing continual process improvement and valuable feedback cross-functionally.• Participated in projects designed to build vendor relationships while maintaining and expanding a working knowledge of current and beta products as well as their integration and methods of support delivery. Show less

ACTED as a single point of contact for customers in need of premium support while using Trend products in their host environments.• Worked on detailed individual cases and product issues by successfully solving or escalating. • Liaised with 15-20 other TAMs managing premium support customers with the integration and maintenance of Trend software and hardware products within their networking environment.• Hosted customer team meetings weekly, bi-weekly, and monthly to discuss all… Show more ACTED as a single point of contact for customers in need of premium support while using Trend products in their host environments.• Worked on detailed individual cases and product issues by successfully solving or escalating. • Liaised with 15-20 other TAMs managing premium support customers with the integration and maintenance of Trend software and hardware products within their networking environment.• Hosted customer team meetings weekly, bi-weekly, and monthly to discuss all open and closed cases.• Attended quarterly visits at customer sites as well as providing emergency onsite support as needed.• Ensured the highest level of customer satisfaction by understanding the complexity of a customer’s environment and the resulting pain points related to the use and implementation of Trend products.• Effectively interacted with Trend’s engineering teams to provide solutions to complex technical issues.• Shared best practices with TAM team members to enhance the quality and efficiency of premium support. Show less

PROVIDED first level of support to customers while successfully training them on products onsite and remotely. • Serviced existing connected equipment with firmware, software, and hardware upgrades as well as repairs.• Provided systems engineering support while providing ongoing training to customers on Denitech product. • Leveraged technical information from vendors and manufacturers to quickly diagnose and resolve issues.

WORKED with the Director of Technology to assist school principals and district staff with technical issues. • Provided support over the phone and email to solve hardware and software issues within a large school district. • Created a work order tracking system as well as an efficient reporting system for the Director of Technology.• Troubleshot, maintained, and repaired computers, peripherals, and other technological equipment for the ISD.

ASSISTED in maintaining accurate records of inventory and supplies for computer and computer related equipment repair.• Maintained an effective work order tracking and reporting system.• Made effective decisions in a timely manner without constant supervision.• Troubleshot, maintained, and repaired computers, peripherals, and other technological equipment.• Performed preventative maintenance on computers and peripheral equipment.• Upgraded equipment and software to newer… Show more ASSISTED in maintaining accurate records of inventory and supplies for computer and computer related equipment repair.• Maintained an effective work order tracking and reporting system.• Made effective decisions in a timely manner without constant supervision.• Troubleshot, maintained, and repaired computers, peripherals, and other technological equipment.• Performed preventative maintenance on computers and peripheral equipment.• Upgraded equipment and software to newer versions on an as needed basis.• Assisted with maintenance and troubleshooting of local area networks as appropriate with level of expertise.• Assisted in the installation, maintenance and repair of other equipment as assigned by the Director of Technology.• Attended and participate in personal growth and training opportunities as appropriate.• Familiarized with equipment and software specifications and helps the Director of Technology in placing orders on software parts and accessories needed to support the technology. Show less

WORKED effectively with corporate clients while successfully improving processes and overall service levels.• Established an excellent working relationship with assigned client contacts or client representatives while continuously striving to improve overall service. • Responded daily to requests from corporate customer contacts.• Provided project management for new orders while improving and streamlining communications between the customer, on-site contractors, and service… Show more WORKED effectively with corporate clients while successfully improving processes and overall service levels.• Established an excellent working relationship with assigned client contacts or client representatives while continuously striving to improve overall service. • Responded daily to requests from corporate customer contacts.• Provided project management for new orders while improving and streamlining communications between the customer, on-site contractors, and service providers. Show less

SERVED in the US Marine Corp Reserves as a Corporal and Satellite Operator. • Provided field site assembly of Mobile Satellite Unit.• Effectively established communications with second and third parties. • Ensured troop welfare and mission accomplishment.• Promoted to Corporal with honors and accolades from higher ranking officers.

MANAGED any additions, moves and changes in the Avaya Definity G3, System 75, and Lucent/Audix voicemail for the international publishing house.• Assured proper connectivity between switch/hub and workstation. • Troubleshot problems with both telephones and network. • Opened and closed support tickets in the Heat/Remedy ticketing system. • Maintained while troubleshooting Polycom voice and video systems.