Peter Ramirez Email & Phone Number

Nashville, Tn, Us

• Promoted to Global Service Desk Supervisor• Managed XP to Windows 7 migration for VM Infrastructure, and assisted with local desktops.• Manage VM infrastructure which includes building, decommissions, storage management, and application support.• Manage Service Desk Staff, regarding scheduling and ensuring proper coverage of all communication for support is addressed efficiently.• Work with other support teams, including vendors, to ensure support is available for any changes to the environment, and any new responsibilities that are given to the team.• Provide team support; answering questions, escalations, and mentoring of staff.

Nashville, Tn, Us

• Provide technical support for internal, external, and private clients that invest with Alliance Bernstein on both Windows and Macintosh platforms.• Assist team with documenting processes, procedures, and provide feedback regarding issues and opportunities for improvement within our group.• Offer recommendations and suggestions when new processes are being defined prior to implementation.• Assisted with migration, testing, and implementation of new ACD put in place prior to expanding our support to a global weekly 24 hour support model.• Provide training of new employees, managing schedules for staff coverage, and assist local desktop support when needed. • Provide metrics on ACD system using the reporting software and presenting information to management.

Stamford, Ct, Us

• Provide technical support for cable, internet and VoIP Telephone services provided by Time Warner Cable.• Provide technical support for cable customers concerning all services offered by Time Warner Cable, which included cable service, internet, and digital phone service.• Provide customer service support concerning billing and work orders scheduled for customers and any other issues that may arise.

Atlanta, Georgia, Us

• Provide technical support for EarthLink customers using Microsoft Windows and Macintosh Operating Systems.• Provide level 1 and level 2 technical support for Dial Up and DSL customers.• Act as a liaison between EarthLink customers and various telephone vendors for technical support.• Perform roles of a Subject Matter Expert answering questions by other agents using chat, and assisting on production floor.

• Provided technical support to company call center while maintaining servers and desktops for operations.• Implemented and maintained images of desktops used in each call center project along with administration images used for staff.• Set up network scripts that were used upon login to reset desktop and application settings for each project.• Supported Human Resources Staff with ADP, Report Smith, and Etime software used for hourly employees.

San Antonio, Tx, Us

• Implemented and maintained company systems and operated help desk for external clients which used applications to access credit information from company. • Implemented and maintained Microsoft BackOffice 5.5 Server products which include Exchange, SQL, and Proxy.• Help Desk Support for external clients which used applications to access credit information from company.• Implemented and maintained Dell Workstations, Servers, and external access points used for day to day operations, which included Optiplex, Dimension desktops, PowerEdge servers, and nonstandard workstations.

San Antonio, Texas, Us

• Sell, build, and repair workstations for customers and businesses based on needs of customer.• Computer sales and custom built PC's to fill orders placed at store.• Fixed hardware and software computer problems that were brought in by customers.

San Antonio, Tx, Us

• Assisted students with any questions regarding desktops and applications installed in Computer Lab.