Ramez Mohsene Email & Phone Number

Plano, Texas, United States

Plano, Texas

I have the pleasure to help steer my team towards providing world class support by incorporating our Guiding Principles along with innovative customer focused initiatives. Additionally working with various managers in order to bridge departments, increase cross-team collaboration, & continue to look for ways to streamline processes. Enhancing the customer experience is my constant priority.

Dallas/Fort Worth Area

• Help create new processes for Support Team to improve daily function• Train new employees to expedite ramp-up times• Participate in knowledge sharing committees between departments• Lead Support Team when manager is absent such as customer escalations and delegation of side tasks • Troubleshoot and solve technical product issues from customers, re-sellers and partners by communicating directly with them via phone, ticketing system and remote tools.• Participate in M-Files cloud services monitoring and maintaining, as well as deploying and managing new cloud accounts• Maintain great customer service experience with prompt responses and excellent communication• Report product issues to the development team such as bugs and feature enhancements• Coordinate with different teams to solve issues in a timely manner• Contribute to a knowledge-base by creating instructions and articles of frequent issues and by training support personnel

• Assisted with various web related projects such as websites developments, as well as server installations, maintenance, and troubleshooting.• Troubleshoot, repair, install, and configure hardware devices on both desktops and laptops.• Built clone PC’s tailored to customer’s specifications and installed new operating system onto blank hard drive.• Make appointments with clients to go on-site in order to diagnose and repair all computer related issues.• Troubleshoot, install, and configure software applications such as Windows Operating Systems and Servers, Stand-Alone applications.• Installed and configured Digital Witness Surveillance Cameras.• Tailored services to both personal and small business customers.• Setup wireless networks along with appropriate firewall settings and encryption.• Setup FTP servers for clients upon request.• Integration in the Cloud such as Office 365 and SharePoint Online

Dallas/Fort Worth Area

• Coordinate with other support staff to provide customer support via email and telephone/desktop sharing.• Perform initial issue investigation and system administration functions.• Manage customer issues through tickets in SalesForce• Troubleshoot installations for clients when software does not install properly.• Troubleshoot any malfunctions or unintended behaviors.• Help clients with any configuration questions.• Contribute to corporate knowledgebase.• Answer client questions on best practices for building an online community.• Work with the Product Development team on more complex issues for delivering a resolution.• Conduct conferences with large clients to prioritize and discuss reported issues.• Manage the team by training, ticket delegation, and workload supervision.

• Coordinate with other support staff to provide customer support via email and telephone/desktop sharing.• Perform initial issue investigation and system administration functions.• Manage customer issues through tickets in SalesForce• Troubleshoot installations for clients when software does not install properly.• Troubleshoot any malfunctions or unintended behaviors.• Help clients with any configuration questions.• Contribute to corporate knowledgebase.• Answer client questions on best practices for building an online community.• Work with the Product Development team on more complex issues for delivering a resolution.• Conduct conferences with large clients to prioritize and discuss reported issues.• Manage the team by training, ticket delegation, and workload supervision.

• Setup and maintained all servers for the company including Active Directory on Windows Server 2003 R2 64 bit, Exchange Server 2003, Rightfax Server 9.3, SQL 2005 server, Visual SVN Server, Mingle, Symantec Backup Exec 11d, Internet Information Service, VPN.• Maintained and repaired all internal client PC's.• Monitored any and all intrusion attempts to the web server, Exchange server, and VPN.• Monitored and protected all internal client PC's from malware, viruses, and non-essential applications by use of Symantec Endpoint Protection and group policies.• Tested Windows Vista Ultimate Edition on corporate domain network environment.• Resolved hardware issues such as failed hard drives, failed motherboards, dead laptops, and dropped network connections.• Resolved software issues such as re-imaging hard drives with new OS, installation & configuration of MS Office applications, setting up new domain accounts with access to internal E-mail and network shares.• Worked extensively with Windows XP, Windows Server 2003, Office 2003, Rightfax, Mingle, Visual SVN, and various business related applications.

Bs, Computer Science

Education record

Education record