Summary
Overview
Work History
Education
Skills
Timeline
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Eddie Ramirez

United States

Summary

Highly skilled and self-taught IT Support Specialist with over a decade of experience in frontline technical troubleshooting, user support, and hardware/software maintenance across fast-paced industries including autonomous vehicles, field tech, and retail. Adept at resolving issues efficiently both in-person and remotely, with a strong focus on user experience, communication, and documentation. Known for delivering high-quality support across macOS, Windows, and Linux environments, and contributing to process improvements through hands-on problem-solving. Brings a safety-first mindset, a proactive work ethic, and a deep commitment to growth, resilience, and technical excellence.

Overview

13
13
years of professional experience

Work History

L3 Vehicle Operator

Zoox Inc
San Francisco, CA
05.2024 - Current
  • Supported autonomous vehicle testing and documented system behavior in real-time.
  • Executed vehicle hard drive replacements and conducted thorough troubleshooting to align with engineering workflows.
  • Performed and recorded all troubleshooting procedures, including component swaps and recovery steps.
  • Diagnosed in-vehicle anomalies, escalating issues through collaboration with technical teams.
  • Participated in software update rollouts, system resets, and log capture processes.
  • Operated vehicles safely while proactively responding to environmental and system alerts.

AV Technician C

Amerit Fleet Solutions
San Francisco, CA
08.2023 - 10.2023
  • Diagnosed AV systems using CAN Bus tools, Linux interfaces, and proprietary software
  • Installed and calibrated sensors, conducted low-voltage electrical work, and replaced mechanical systems
  • Utilized various diagnostic tools and device management software to interface with vehicle systems and components
  • Processed work through internal ticketing systems, claiming and logging components for installation and repair
  • Authored clear service documentation and flagged recurring issues to technical leads
  • Delivered prompt, hands-on hardware support to field staff and operators

Driverless Support Specialist II

Cruise
San Francisco, CA
03.2023 - 08.2023
  • Provided first-line tech support for AV fleet systems, resolving hardware and software readiness issues.
  • Troubleshot tablet, interface, and system access tools in collaboration with engineering teams.
  • Assisted shift teams in daily operations, addressing device sync and configuration problems.
  • Contributed to workflow enhancements that increased daily fleet throughput.

Customer Advisor

Shift
Oakland, CA
02.2021 - 10.2022
  • Delivered technical and account-level support during onboarding, test drives, and vehicle delivery.
  • Researched vehicle specifications to address customer inquiries about performance and software functionality.
  • Resolved ticketed issues related to transaction errors and account setup challenges.
  • Collaborated with support teams to escalate critical customer issues for prompt resolution.
  • Demonstrated empathy while guiding users through complex processes and documentation.
  • Maintained CRM records and tracked cases to support process improvements in customer workflows.

IT Field Technician

Emerson Electric
Berkeley, CA
08.2012 - 10.2020
  • Diagnosed and resolved hardware and software issues for small businesses and residential clients.
  • Provided remote and on-site technical support for systems, networking equipment, and printers.
  • Built and configured custom PCs, including OS installations and driver updates.
  • Installed and tested network lines while setting up LANs and small business servers.
  • Created Ethernet and coaxial cable runs, ensuring compliance through labeling and validation.
  • Assisted clients with system issues, explaining solutions clearly and following up for quality assurance.
  • Logged service actions and hardware allocation using ticketing systems and internal documentation.
  • Organized equipment and coordinated supplies to support field operations effectively.

Education

High School Diploma -

MacGregor High School
Albany

Skills

  • IT Helpdesk & Frontline Support (macOS, Windows, Linux)
  • Remote Assistance: TeamViewer, AnyDesk, RemotePC
  • Identity & Device Management (Azure AD, Intune*, Jamf*)
  • Google Workspace, Office 365, Slack, Zoom, Atlassian Suite
  • Service Desk Operations & Ticket Resolution
  • Hardware Maintenance & Imaging, Endpoint Setup
  • Application Support, User Account Management, System Access
  • Customer-Facing Troubleshooting & Device Walkthroughs
  • Process Documentation, Knowledge Base Contribution (*familiarity or ongoing training)

Timeline

L3 Vehicle Operator

Zoox Inc
05.2024 - Current

AV Technician C

Amerit Fleet Solutions
08.2023 - 10.2023

Driverless Support Specialist II

Cruise
03.2023 - 08.2023

Customer Advisor

Shift
02.2021 - 10.2022

IT Field Technician

Emerson Electric
08.2012 - 10.2020

High School Diploma -

MacGregor High School

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