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.