David A. Ramirez
Morgantown,USA
Summary
Professional with strong background in IT support, adept at troubleshooting technical issues and providing effective solutions. Known for excellent communication skills, enhancing user satisfaction through clear guidance and support. Strong focus on team collaboration, ensuring smooth operations and adaptability to changing needs. Proficient in various software and hardware platforms, with keen ability to diagnose and resolve technical problems efficiently.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Help Desk Associate
Viatris (formely Mylan)
09.2015 - 11.2024
- Mentored junior team members in best practices for help desk operations.
- Provided remote support to users across multiple locations, ensuring seamless connectivity and functionality.
- Streamlined help desk processes for quicker response times to support requests.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Enhanced team collaboration by sharing knowledge and assisting colleagues with complex problems.
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Reduced call handle time with effective communication and problem-solving skills.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Tested new software and hardware prior to deployment.
- Managed high levels of call flow and responded to technical support needs.
- Averaged 40 to 50 calls a day
- Served as a reliable point of contact for end-users, addressing concerns with empathy and professionalism.
IT Account Administrator
Viatris (Formely Mylan)
02.2013 - 03.2015
- Trained new employees on account administration procedures, contributing to a well-informed and cohesive team.
- Collaborated with cross-functional teams to support the achievement of company goals.
- Created Active Directory Accounts and managed permissions
- System Administrator (Permission Share Drives , Files and Folders)
- O365 Administrator
- FIM Administrator
- Provisioned new software and hardware for use, following established security policies.
- Managed user access rights to maintain a high level of information security while ensuring appropriate levels of accessibility for authorized personnel.
- Diagnosed and resolved complex technical issues through in-depth analysis, facilitating uninterrupted business operations.
- Resolved issues and escalated problems with knowledgeable support and quality service.
Senior Help Desk Associate
Viatris (formely Mylan)
02.2012 - 09.2013
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Streamlined help desk processes for quicker response times to support requests.
- Served as a reliable point of contact for end-users, addressing concerns with empathy and professionalism.
- Completed troubleshooting at off-site locations.
- Mentored junior team members in best practices for help desk operations.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Maintained records of daily data communication transactions, problems, and remedial actions taken.
- Boosted customer retention by delivering exceptional service and follow-up support.
- Maintained detailed documentation of troubleshooting steps and resolutions for future reference.
- Actively participated in department meetings, contributing valuable insights towards improving IT services.
- Reduced call handle time with effective communication and problem-solving skills.
- Assisted in the development of help desk procedures, enhancing overall team productivity.
- Provided remote support to users across multiple locations, ensuring seamless connectivity and functionality.
- Stayed up-to-date on industry trends, allowing for proactive identification of potential challenges or opportunities for improvement within the organization''s IT infrastructure.
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Enhanced team collaboration by sharing knowledge and assisting colleagues with complex problems.
- Assessed client needs through careful listening and probing questions, crafting tailored solutions accordingly.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Developed and implemented preventive maintenance procedures.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Ranged about 40 to 50 calls per day.
Help Desk Associate
LANtek
05.2009 - 02.2012
- Managed high-volume ticket queue, prioritizing urgent issues and providing timely solutions.
- Streamlined help desk processes for quicker response times to support requests.
- Served as a reliable point of contact for end-users, addressing concerns with empathy and professionalism.
- Completed troubleshooting at off-site locations.
- Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
- Enhanced team collaboration by sharing knowledge and assisting colleagues with complex problems.
- Actively participated in department meetings, contributing valuable insights towards improving IT services.
- Reduced call handle time with effective communication and problem-solving skills.
- Provided remote support to users across multiple locations, ensuring seamless connectivity and functionality.
- Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
- Stayed up-to-date on industry trends, allowing for proactive identification of potential challenges or opportunities for improvement within the organization''s IT infrastructure.
- Boosted customer retention by delivering exceptional service and follow-up support.
- Maintained detailed documentation of troubleshooting steps and resolutions for future reference.
- Spearheaded projects to improve service provision, performance or to resolve ongoing requirements.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
Customer Service Representative
Westathome
01.2008 - 02.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Ranged around 70 calls per day.
Education
Associates Degree in Network Administration - Network And System Administration
DeVry University
Phoenix, AZ09-2009
No Degree - Computer Programming
Globe Institute of Technology
New York, NYSkills
- Technical support
- Customer service
- Desktop support
- Ticket management
- Software installation
- Technical issues analysis
- Account management
- User credential management
- Teamwork and collaboration
- Problem-solving
- Microsoft office up to O365
- Remote technical support
- Windows Operating systems up to 11
- FIM support
- MFA Support such as Okta and google authenticator
- Limited mobile support
- Domino Admin
- Office 365 Admin
- System administration
Accomplishments
- Best Employee in Customer Service of the year award.
- Recipient of individual and departmental awards for providing stellar client service.
- Increased number of resolved job tickets by 30% over previous year.
Certification
- Comptia A+ Certification 2013 issued
- HDI Support Analyst 2009
- HDI Customer Service Representative 2010
- ExpertRatings Network Concept Certification 2007
- ExpertRatings TCP/IP Certification 2007
- BrainBench Technical Help Desk 2011
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Help Desk Associate
Viatris (formely Mylan)
09.2015 - 11.2024
IT Account Administrator
Viatris (Formely Mylan)
02.2013 - 03.2015
Senior Help Desk Associate
Viatris (formely Mylan)
02.2012 - 09.2013
Help Desk Associate
LANtek
05.2009 - 02.2012
Customer Service Representative
Westathome
01.2008 - 02.2009
- Comptia A+ Certification 2012
- HDI Certification
- ExpertRatings Network Concept Certification 2011
- ExpertRatings TCP/IP Certification 2011
Associates Degree in Network Administration - Network And System Administration
DeVry University
No Degree - Computer Programming
Globe Institute of Technology
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