Brian Ramirez

Denton, Texas, United States

ad2tk2@r.postjobfree.com / 469-***-****

linkedin.com/in/brian-ramirez-baa2a7a

Summary

I am a multifaceted Global IT Operations Team Manager and Support Professional with 20+ years of extensive experience in crisis management, end-user support, client relationship management, account management, and service delivery.

Experience

IBM Resolution Manager

IBM

Jan 2020 - Present

Manage escalations from both IBM internal and external customers

Work directly with Technology Domain Managers and Engineers on escalation resolution

Ensure communication and tracking during the incident escalation

Improved processes for both incident manager and overall cloud support working with our technical teams

De-escalate irate and dissatisfied clients with excellent phone etiquette, displaying empathy and patience

Facilitate and negotiate national and international technical resources to ensure resource engagement with clients

Technical Account Manager / Critsit Manager / Major Incident Manager

IBM

Aug 2017 – Jan 2020

•Enable the successful and efficient utilization of IBM Cloud's platform and infrastructure services

•Reviewed and expedited high priority customer requests

•Identified gaps in support processes to reduce mean time to resolution

•Served as the primary point of contact for incidents, escalations, and service improvement planning

IBM Client Care / Major Incident Manager

IBM

Aug 2015 - May 2017

Respond timely to critical client incidents retaining full ownership until positive technical resources management (L1 – L3)

•Track and maintain ownership of critical client situations

•De-escalate irate and dissatisfied clients with excellent phone etiquette, displaying empathy and patience

•Applied creativity and judgment to client support concerns

•Facilitated and negotiated national and international technical resources to ensure resource engagement with a client

Operations Management/Field Technical Advisor

IBM

Jan 2005 - Jun 2015 (10 years 6 months)

•International Team Leader for a service delivery team of 50 geographically dispersed Team Leads supporting a client account of 300,000 end users

•Performed weekly root cause analysis for defect resolution & and prevention resulting in improved training and remote resolution by offshore resources

•Proactively designed and implemented tools that enabled offshore end-user support to resolve a higher number of requests remotely, improving client satisfaction with Level 1 support by 12% and reducing Desk Side Representative travel and hands-on resolution time by over 2000 labor hours

•Critical Technical adviser for complex client problem resolutions that involved multiple client and IBM support towers

•Constant Key Performance Indicator management and reporting to avoid contractual penalties

•Subject Matter Expert for client environment technical operations

•Created, maintained & and led product-specific SME teams for client support

Electronic Delivery Specialist-Team Lead

IBM

Jan 1990 - Dec 2004 (15 years)

•Resource balancing and allocation for 30 desk-side support representatives in Texas, New Mexico & Louisiana

•Network Management for all facilities supported including Sniffer analysis

•Key Performance Indicator Measurement, Monitoring and Management

•Escalation Management

•Tool identification and development for support impact efficiency

•LAN Administration and access control including server management.

•Provided personalized executive support

Electronic Delivery Specialist

IBM

Jan 1987 - Dec 1989 (3 years)

•Network Management for 15 Dallas and Ft Worth facilities

•Provided technical support for 8,000 IBM internal and commercial users

•Service Level Agreement Monitoring and Measurement

Education

San Antonio College

Associate Degree, Computer Science

1981 - 1984

IBM Educational Badges Earned

•Customer Advocacy /

•Client Advocacy Badge

•Enterprise Design Thinking Practitioner

•IBM Client Success and Support Advanced Critical Situation Resolver

•Information on Enterprise Design Thinking

•People Skills Foundation

Skills

IT Service Management • ITIL • IT Operations • IT Management • Integration • Disaster Recovery • IT Strategy • Service Delivery • Data Center • Troubleshooting

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