Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Andrew Ramos

Summary

Knowledgeable and experienced Azure Support Escalation Engineer (AZ-305: Azure Solutions Architect Expert Certified) who adapts quickly to diverse situations and changing demands. Customer oriented and results driver, well-versed in supporting Azure IAAS offerings such as Windows/Linux virtual machines, Azure AD, Azure Backup, Azure Monitor, VMSS instances, Azure Storage, and Azure Disk Encryption.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Azure Support Escalation Engineer

Microsoft
09.2023 - Current
  • Empower, Help, and Advise Microsoft Azure Premier, and Azure Rapid Response(S500) customers via support chat, email, phone, and Microsoft Teams. Manage and troubleshoot S500 critical situation (critsit) cases while providing frequent communications to concerning parties such as stakeholders or Customer Success Account Managers.
  • Represent Microsoft Support, troubleshoot, problem solve and answer customer questions to help customers get the most out of their Azure solutions.
  • Provide Specialized support daily for a variety of Azure Resources such as Window/Linux Virtual machines, VMSS instances, Azure Storage, Azure Disk Encryption, and resolve RDP/SSH connectivity issues.
  • Host trainings (Brownbags) sessions for Windows, Connectivity (RDP/SSH), and storage troubleshooting that are recorded and shared to CSS Azure Global Support Teams.
  • Perform proactive case reviews on colleagues' support requests to assist in delivering customer mitigation within a timely manner. Assist colleagues in active escalated support requests by performing case review or joining critical active bridge calls with clients.

Azure Support Engineer

Microsoft
03.2020 - 09.2023
  • Empower, Help, and Advise Microsoft Azure Professional and Premier customers via support chat, email, phone, and Microsoft Teams. Represent Microsoft Support, troubleshoot, problems solve and answer customer questions to help customers get the most out of their Azure solutions.
  • Provide Specialized support daily for a variety of Azure Resources such as Window/Linux Virtual machines, VMSS instances, Azure Storage, Azure Disk Encryption, and resolve RDP/SSH connectivity issues.
  • Assisted Microsoft Teams engineers on a three-month project at the start of the COVID-19 pandemic to help companies transition to cloud solutions.

Services Advisor

Microsoft Store
09.2018 - 03.2020
  • Troubleshoot and repair consumer and enterprise devices for a variety of customers within a rapid turnaround time.
  • Identify, qualify, and assist in deploying cloud solutions for business consumers on a weekly basis.
  • Troubleshoot Outlook issues to restore domain hosting services for business clients.
  • Advise services for a variety of general consumers or business customers on which cloud solutions would best fit their business.

Technology Education Agent

Geek Squad - Best Buy
04.2017 - 09.2018
  • Educate clients on technology that's available through Best Buy stores and inform them on services that will assist getting products into their homes with ease.
  • Sales-Floor Duties: Attend all store departments including computers, Pacific appliances, Magnolia Home theatre, security, and connected home to introduce customers into the potential products that will enhance their every-day lives while educating them on how the technology operates.
  • Geek Squad Precinct Duties: Check in and perform various services for clients such as data back up and transfer, data recovery, systems diagnostic, internal hardware improvements and additions, optimization, along with virus and spyware removal.
  • Educate employees on new services and protection plans to drive positive metrics through an evolving action plan in competitive markets.

Sales Consultant for Windows Store

Best Buy
10.2015 - 04.2017
  • Provide expert and knowledgeable service to customers while recommending them leading edge Windows 10 PCs that will assist them in their everyday lives through work and recreation.
  • Stay up to date with new technology hitting the market and sharing product information with customers. Create excitement and engage customers with core features by demonstrating how it can benefit them.

Projectionist/Supervisor

AMC Theatres
02.2015 - 10.2015
  • Provided instruction, coaching and motivation to all employees during their individual shifts.
  • Developed and enforced safety standards and procedures for food quality and sanitation purposes.
  • Maintained cleanliness and presentation of theatre concession areas and auditoriums.
  • Count tills and correlate concession/box office sales to ensure there isn't any discrepancies. Write employee schedules on a week to week basis. Prepare the Theatre after closing for the next business day by performing tasks including putting out registers, making sure all POS devices are operating correctly, and ordering items such as concession candy, drinks, and popcorn by correlating with the projected weekly attendance rate.
  • Ingest hard drives containing newly released movies into the theatres server room. Upload weekly movie schedule playlist into all projectors and then optimize their formats to ensure compatibility with certain projectors (IMAX & Christie). Perform maintenance on projectors weekly through replacing bulbs and filters, along with cleaning the projector's lens.

Education

Some College (No Degree) - Microsoft Server Administration Specialization AAS

Houston Community College
Houston, TX

High School Diploma -

Sharpstown International High School
Houston, TX
06.2015

Skills

  • Technical Writing and documentation
  • Troubleshooting and Diagnostics of Window/Linux Virtual machines
  • Provide Knowledgeable Support of Window Server 2012, 2016, 2019, 2022 Datacenter
  • Provide Knowledgeable Support of Ubuntu Server, CentOS, and Red Hat distributions of Linux
  • Troubleshooting Skills to support Azure VMSS instances, Azure Storage, Azure Disk Encryption, and resolve RDP/SSH connectivity issues
  • Provide Root Cause Analysis for a variety of Azure Support topics
  • Consistency of maintaining Service Level Agreements

Certification

  • AZ-305: Azure Solutions Architect Expert
  • AZ-104: Azure Administrator Associate
  • AZ-900: Azure Fundamentals
  • Microsoft Customer Service & Support Azure Virtual Machines Certification

Affiliations

  • Microsoft HOLA - Houston TX ERG (Employee Resource Group)
  • Volunteers with The Council On Recovery Houston

Timeline

Azure Support Escalation Engineer

Microsoft
09.2023 - Current

Azure Support Engineer

Microsoft
03.2020 - 09.2023

Services Advisor

Microsoft Store
09.2018 - 03.2020

Technology Education Agent

Geek Squad - Best Buy
04.2017 - 09.2018

Sales Consultant for Windows Store

Best Buy
10.2015 - 04.2017

Projectionist/Supervisor

AMC Theatres
02.2015 - 10.2015

Some College (No Degree) - Microsoft Server Administration Specialization AAS

Houston Community College

High School Diploma -

Sharpstown International High School

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Andrew Ramos