Phillip Ramirez Email & Phone Number

San Francisco, California, Us

Rollbar provides live error tracking for DevOps to speed up code delivery and identify problems before users are impacted• Building the brand new Customer Success Engineering function from the ground up• Oversee the daily operations of the Customer Success Engineering Team• Defining and developing Customer Success Engineering playbooks, KPIs, SLAs, NPS, and CSATs to be presented to the executive team• Doubling the headcount of the Customer Success Engineering department and starting a new team in Hungary. While focusing on retaining transparency, collaboration, and company culture• Lead transition from Intercom to Zendesk company wide. Including the initial scoping, transition planning with vendors, sandboxing, and production deploy• Building custom integrations for all Customer Success tools to ensure data is consistent, correct, and useful. This includes Salesforce, Zendesk, ChurnZero, Clubhouse, Intercom, Jira, Zapier, and custom built codebases• Consolidating and continually updating both internal and external documentation to ensure customers are able to self-service and our Customer Success teams will flourish• Cataloguing all public API endpoints into a Postman collection to equip the team and hasten knowledge transfer• Creating and implementing a fully remote onboarding process• Taking point to solve unique & escalated technical problems as they affect customers

San Francisco, California, Us

Sauce Labs is a DevOps cloud solution to ensure digital excellence amongst all website and app touch points. • Growing, developing, and training a new remote team in Austin, Texas• Primary delegate ensuring customer success on acquired visual testing solution (Screener.io)• Develop code samples and demonstrations for Selenium and Appium testing in the Sauce Labs cloud for use by customers and internal stakeholders• Replicate issues written in various languages including Python, JavaScript, Java, and more• Find root cause of issues for customers CI/CD testing platforms. Including Jenkins, Travis, Bamboo, and VSTS• Identify issues in customer automated website and app testing suites, code logic, and the Sauce Labs cloud• Liaise bug reports between development, customer success, and support teams• Lead issue elevation when critical customers are impacted• Create customer-facing documentation and internal knowledge base articles

Paddington, London, Gb

Finastra is the third largest FinTech company globally and provides a variety of products for banks and financial institutions. This includes Total Payments, PayPlus Connect, GFX, and additional wire and security products• Providing operational and technical application support and executing escalation procedures when customer business is negatively impacted• Setup and maintenance of RSA SecurID authentication tokens• Continually monitor, create, and update customer incidents as needed which are tracked in Salesforce CRM• Leading installation, implementation, and client coordination to ensure development fixes are accepted by customers• Installing and maintaining test environments for all PayPLUS Connect/GFX products used by the customer support team• Participating and leading infrastructure changes that relate to PayPLUS/GFX products• Document and follow proper change protocol to meet compliance requirements• Creating and maintaining documentation pertaining to daily operations of the PayPLUS/GFX customer support group• Continual training for PayPLUS/GFX and other Finastra banking products

Redwood City, Ca, Us

Kenandy creates cloud based SaaS ERP products built on the Salesforce platform• Personally responsible for large customers and ensuring continued success • Troubleshoot, reproduce, and diagnose internal and customer issues• Research, create, and maintain knowledgebase documents• Work closely with engineering, product management, and implementation team to provide customer feedback and assist in product direction• Prioritize customer cases and company projects effectively while communicating priorities and plans to management• Provide high quality assistance to various internal teams and customers. • Upgrading software on client sandbox and production systems

Alameda, California, Us

Synactive is the creator of GuiXT, a solution to streamline SAP. This increases user efficiency, reduces training time, and assures correct ERP data amongst all functional modules• Develop optimal solutions using Synactive’s Product Suites that meet customer requirements across multiple touch points including desktop SAPGUI, GuiXT server, Liquid UI for Android and iOS• Responsible for understanding and gathering business process requirements to create specialized solutions catered for clients• Identify and perform gap analysis• Test and deploy solutions developed in customer environment and quickly resolve any issues or design changes that may arise• Create functional design and technical documentation which is usable for highly technical and nontechnical clients and users• Provide Go-Live support and conduct knowledge transfer sessions• Conduct technical product trainings at client sites to educate them on various Synactive solutions, and to advise them of the best solution tailored to their needs• Managing customer project life cycle from initial idea to finalized product• Create product demonstrations and prototypes for pre-sales and sales teams• Cross departmental involvement for continuing product improvements and internal content generation• Generate and develop product training courses including the new GuiXT standardization architecture• Perform individualized training to educate client in proper and optimal usage of Synactive software for their specific needs• Updating SAP GuiXT scripts to be compatible with all touch points including desktop SAPGUI, iOS, Android, mobile devices, web browser, FTP and web servers.

• Corrected and graded standardized tests including DoDEA assessments and Alabama Alternate Assessments• Collaborated with multiple groups to ensure high accountability and to meet deadlines• Ensured data was accurate by rescoring coworkers tests• Utilized a database to track and tally scores

• Organized and coordinated seminars held at local schools• Assisted in weatherizing homes and businesses• Supervised public awareness events• Trained and evaluated an average of ten new volunteers and interns per week• Performed assessments of businesses and residences

Merced, California, Us

• Created and transcribed audio recordings of lectures• Provided note taking services• Adapted course material to be accessible for disabled students

Santa Cruz, Ca, Us

• Taught difficult course material to students in an easy to understand manner• Supervised approximately eighty students in classroom and tutorial center environments• Attended workshops to improve my teaching techniques• Ensured all student questions were answered