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Technical Support Help Desk

San Antonio, Texas, United States
January 31, 2017

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Juan “John” A Ramos Jr

*** * ******** **** * San Antonio, TX 78226 * 210-***-****

Tech Support Specialist/Help Desk Analyst

•HDI Desktop Support Technician certified

•Interim Security Clearance acquired

•Bilingual, fluent in Spanish

•knowledgeable in computer information systems as well as data based management systems, trouble shooting and help desk resolution acting as a single point of contact for HD/SW installs, configuration and setup

•experienced with administration and support of AD, ERP, troubleshooting of several Internet platforms and OS’s i.e. Windows 05, XP, Vista, 7 & Professional as well as Windows 10

•experienced supporting software’s; remote desktop protocols, VMware, Dameware, SAP, Accurint, Aimsweb, and ticketing systems such as Service Manager,Track-it, Nimsoft and Autotask, Bomgar & BMC Remedy.

•proficient with MS OS/Admin, Office 365,Word, Excel, Access, Powerpoint with 70-85 WPM

Professional History

SalientCRGT/DoD employee San Antonio, Tx

Government Contractor/Computer Operator II

July 2016 – Jan 2017

•provide tier 1 technical support for project MedCom for DHA Global Service Center’s Enterprise Desktop Support Services at Fort Sam Houston Army Base in San Antonio, Tx.

•responsibilities include processing call volume, emails and tickets while providing as a single point of contact for United States Army’s branch of our armed forces as well as Naval and Air Force military personnel both active and reserved duty.

•software and tools included ticketing system BMC Remedy, and military proprietary Knowledge Base software to resolve, troubleshoot, and configure any or all matters of technical incidents, software installation, network configuration as well as management through use of Active Directory, RDP's and Bomgar

USAA/HCL Technologies San Antonio, TX

Service Desk Analyst

March 2015 – March 2016

•provide technical support for USAA’s network infrastructure and its employees up to and including over 2500 software applications & programs

•processing high call volume while establishing a single point of contact for Help Desk resolution, while troubleshooting, diagnosing and providing technical resolution as first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve

•software and tools included Remote Desktop Assistance with Service Manager, Dameware, VM VSphere, Skype. Active Directory for password resets and token resets oversee daily functions and performance of desktop/laptop up to and including maintenance as well as perform system updates and configuration to support network infrastructure with management of high level ticket efficiency

PKC Group/TEKsystems San Antonio, TX

Help Desk Analyst

Dec 2013 – Jan 2015 (Contract/Temp)

•provide tier levels 1 and 2 Technical Support/Help Desk resolution for PKC Group’s ERP software

•processing call volume establishing 1 call resolution and troubleshooting and product support of Plex (ERP), MS software and tools (Active Directory) platforms and general network configuration and resolution

•analyzing reports, processing and maintenance of track-it ticketing systems

Pearson NVC San Antonio, TX

Tech Support Specialist

July 2013 – Oct 2013 (Contract/Temp)

•provide tier 1 technical support for all Aimsweb Educational software users of up to and including 30,000 educational institutions nationwide and Canada, establishing and providing reports through processing of high call volume as well as help desk duties

•support includes documentation through ticketing and tracking systems provided by Nimsoft for meeting call metrics/QA

•trouble shooting of any Internet platforms & networks such as (Internet Explorer, Mozilla Firefox, Safari, Google, Google Chrome) to provide help desk resolution

CPS Energy formerly City Public Service San Antonio, TX

Customer Service Rep/Support

Feb 09-June 13

•duties include Customer Support/Tech Support for San Antonio, Tx’s only municipally owned Public Utility co. for electricity and natural gas

•processing high call volume for account management, applications, deactivations, transfers of service of basic Gas & Electrical operations for new and existing residential customers and prescreened commercial accounts

•additional support and troubleshooting provided for web and online services/mobile app

JP Morgan Chase – Credit Card Services San Antonio, TX

Customer Support Advisor II

Feb 10 – Oct 10

•evaluation of credit reports/summaries, credit counseling, debt resolution and collections provided to credit card divisions of Chase

•support duties included coordination with all 3 credit bureaus and analytical overviews and management of credit card debt to include; fraud, risk management, and loss prevention to ensure economic stability

•processing high call volume and cross selling of Chase features to provide support for debt/income ratio

West Corp – AT&T Mobility formerly Cingular Wireless San Antonio, TX

West Business Services/ Client Services/ Business Account Management

Feb 05 – Nov 08

•small business account executive and liaison for AT&T Mobility and West Business Services division of West Corp

•small business to business sales manager and account management of all wireless products provided by AT&T Mobility

•sales, data entry, lead generation, team interfaces, business development & negotiations of sales, processing of monthly & quarterly reports

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