MR Mark Ramirez

Montebello, CA ***** 424-***-**** ad36ah@r.postjobfree.com

PROFESSIONAL

SUMMARY

Accommodating Helpdesk Admin with 24 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. SKILLS Helpdesk Support Coordination

Ticket Tracking

Ticket Management

Service Desk Team Supervision

Help Desk Support

Policy Development Support

End-User Support

Documentation Support

End-User Training

Hardware Evaluation

Microsoft Active Directory

Video Equipment

Antivirus Management

Closing Tickets

Google Chrome

Panel Termination

Client Satisfaction

Responding to Technical

Questions

VMware Experience

Reducing Costs

Warranty Requirements

Hardware Replacement

Software and Hardware

Assistance

Audiovisual Equipment

Tracking and Documentation

Resolve Technical Problems

WORK HISTORY HELPDESK ADMINISTRATOR 06/1997 to 01/2022 Daylight Transport, LLC Long Beach, CA

Developed and tested new product offerings prior to release to assist development team in bug identification.

Provided on-call support for critical issues related to Software and hardware

Documented support interactions for end users for future reference. Compiled and accurately entered data for each customer encounter to record in system.

Researched product and issue resolution tactics to address customer concerns.

Provided Tier 1 IT support to non-technical internal users through desk side support services.

Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.

Used ticketing systems to manage and process support actions and requests.

Identified and solved technical issues using variety of diagnostic tools and tactics.

Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes. Performed tests of functionality, security, and performance of different workstations and devices.

Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Monitored problem management database and followed up with assigned personnel.

Managed high levels of call flow and responded to Type technical support needs.

EDUCATION Computer Operations 06/1986

ICT, Los Angeles, CA

AA IT 06/1984

East Los Angeles College, Monterey Park, CA

ADDITIONAL

INFORMATION

Served in the US Army Sp-E4 3yr1976-1979 Honable Discharge Was in the boy scouts and a adult Scout leader for my son's. Church leader

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