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

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

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.
• 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

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

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

• 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