Quality Assurance Technical Support

Wilson Ramirez

Email: abovah@r.postjobfree.com

Address: P.O. Box 878

City: Elk Grove

State: CA

Zip: 95759

Country: USA

Phone: 916-***-****

Skill Level: Experienced

Salary Range: 45

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

OBJECTIVE

Seeking a Full-Time IT/Technical Support position within a dynamic

organization that is at the forefront of cutting edge technology.

SUMMARY

IT/Computer Specialist proficient in desktop, laptop hardware, software

installation and troubleshooting. 3+ years providing excellent customer

service to customers via telephone or face-to-face communications. Ability

to work well independently and meet demanding timelines. Proficient in

installing equipment, wiring, machines, and software programs. Familiar

with Healthcare Systems and HIPAA compliance.

TECHNICAL SKILLS

Operating Systems: Window Server 2008, Windows 7, Windows

XP, Ubuntu, Fedora 17, MAC OSX, iOS

Applications: MS Office 2010, MS Outlook, Remote Desktop, Citrix

GoToAssist, Cisco WebEx, Cisco VPN Client, Tight VNC, PuTTY, VMWare

Workstation, VMWare Server, ORACLE Virtual Box, Norton Ghost, Acronis

True Image

Databases: MS SQL Server, MySQL, Squirrel SQL

Hardware: Dell Optiplex 745, 755, 960, FX 160, WYSE R90L,

R90LE, R90LW, R90LEW, Apple MacBook, Lenovo Think Pad T520, RJ 45

connectors, CAT 5 and 6 twisted pair cabling, Wireless Routers, SeaLink

Ethernet Serial Server, Linksys Switches, Cisco Switches, Cisco VOIP

phones 7941, 7961, 7981, HP Color LaserJet, DeskJet Printers. Symbol

Scanner LS1203, LS4278, M2004, M2007, APC UPS (Uninterrupted Power

Supply)

Design and Development: HTML, CSS, Flash, Actionscripting, Adobe

Photoshop, Adobe InDesign, Adobe Illustrator, OmniGraffle

EDUCATION/CERTIFICATIONS

CompTIA A+

2012

San Jos

State University, B.A. Design Studies emphasis in graphic design

2008

PROFESSIONAL EXPERIENCE

Technical Support Consultant

ebrary Inc.

Palo Alto, CA (Feb 2012

Present)

Respond to technical support tickets via RT ticketing system.

Escalate and follow up on issues to Engineering and Content

department.

Coordinate with the relevant sales person and/or reseller

regarding customer issues.

Maintain and update customer

s account via Salesforce CRM.

Build, maintain, and update client

s ebrary site.

Configure, install, and maintain client

s EZproxy server.

Authorize and manage client

s IP list and user accounts.

Resolve authentication failures for customers using ebrary web

platform.

Troubleshoot web browser issues (Google Chrome, Internet

Explorer, FireFox) for customers using ebrary web platform.

Troubleshoot issues for customers using ebrary mobile platform

on iOS and Android.

Write, edit and publish supplemental help documentation for the

ebrary product.

QC & Implementation Specialist

PickPoint Division - Maxor National Pharmacy Services Corporation -

Pleasanton, CA (2009

2012)

Implement and install Telepharmacy Systems at Healthcare,

DoD (Department of Defense), and Retail facilities throughout the United

States; train customers on proper use of Telepharmacy systems and

software.

Provide tier 1 and tier 2 technical support to customer base to

resolve technical issues regarding software, hardware and network

connectivity issues. Locally and Remotely.

Setup software operating environment that consist of Windows

Server 2008, Windows 7 and Windows XP Operating System, file

permissions, Cisco VoIP and network connectivity.

Responsible for all levels of quality control/quality assurance for

company's Will Call System product hardware.

Provide detailed reports from tests, findings resulted into a

redesign of product that is both cost efficient and a more reliable product.

Design company website and corporate collateral.

Provide graphic design for the next generation product GUI

(General User Interface).

Graphic Designer

Cubico Media LLC - San Jose, CA (2008

2009)

Create designs, concepts, and sample layouts based on

knowledge of layout and aesthetic design principles.

Determine size and arrangement of illustrative material. Develop

graphics and layouts for company brochures, flyers, merchandise, and

websites.

Prepare illustrations or rough sketches of material, discussing

them with marketing team or supervisors making any necessary changes.

Prepare notes and instructions for workers who assemble and

prepare final layouts for printing.

Graphic Designer

Lifespring Health

Palo Alto, CA (2007

2008)

Collaborate with team members on website design and

production.

Design print collateral and presentation materials.

Develop and create material for web and print marketing

campaigns.

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