Francisco J. Ramirez Jr.
IT Support Engineer
Houston,TX
Summary
10 Years of Experienced Technical Support Engineer familiar with user support and root cause analysis. Advanced knowledge of Desktop Support, Systems Administration, Networking, Cloud Engineering, Cybersecurity, Project Management operations and dedication to see issues through to end. Works well in remote and desk-side environments.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
8
8
Certifications
2
2
Languages
Work History
IT Support Engineer
Amazon Web Services
Remote, IN
4 2022 - Current
- Provided IT support for office applications, mobile devices, VPN, DNS, Windows Server, Linux troubleshooting, and TCP/IP connectivity.
- Delivered hands-on support for PC hardware, software, and OS (Windows, UNIX, Linux, Mac OS).
- Diagnosed and resolved end-user computing issues; tested fixes and ensured resolution.
- Responded to inquiries via chat, phone, email, and ticketing systems; collaborated with escalation support.
- Documented customer interactions with detailed call logs.
- Maintained knowledge of relevant policies and procedures.
- Assisted in interviewing and onboarding new ITS Associates and IT Support Engineers.
- Organized project timelines and oversaw ITS project progress to completion.
IT Support Associate II
Amazon
Waco, TX
08.2021 - 04.2022
- Provided IT support for phones, printers, laptops, YubiKeys, provisioning, and PC re-imaging.
- Researched, resolved, and responded to tickets and user inquiries via chat, phone, and email.
- Assisted with networking tasks including DNS entries, IP reservations, Cisco command line, port and VLAN activations, Mist-AP troubleshooting, and IDF/MDF cabling.
- Performed user password resets, security key assignments, and troubleshooting for hardware, software, and network issues; managed provisioning of thin clients, laptops, Kindles, and radios.
- Managed asset tracking in Amazon Asset Management portal.
- Completed projects such as KIVA station configurations, heat sensor setups, switch racking, IDF/MDF cleaning, thin client provisioning, Motorola radio provisioning, ALPR, IDF audits, AFE wall setup, Mist AP troubleshooting, Juniper firewall upgrades, and Motorola radio cabinet remediation.
IT Support Specialist II
McLennan County - Information Technology
Waco, TX
10.2019 - 8 2021
- Led Desktop Support team, providing troubleshooting expertise.
- Managed MDaemon E-Mail system, ensuring smooth operations.
- Oversaw Sophos Cloud Management for comprehensive network security.
- Administered Active Directory tasks for user management.
- Executed diverse projects, including server and drive migrations.
- Utilized Spiceworks for efficient ticket tracking and resolution.
IT Helpdesk Analyst
COSCO Shipping Container Lines - North America
Houston, TX
07.2017 - 10.2019
- Provided seamless end-to-end user support as a central contact point.
- Analyzed and resolved software, hardware, and application incidents, ensuring efficient tracking from identification to resolution.
- Supported network share setups, server maintenance, and user access permissions on Windows Server, enhancing operational efficiency.
- Demonstrated proficiency in corporate products, enabling swift issue resolution.
- Proven problem-solving skills and aptitude for learning basic IT networking and security techniques.
- Collaborated with cross-functional IT teams and contributed to various projects.
- Proficient in Virtual Private Networks (VPNs) and adept in utilizing enterprise ticketing and remote access systems.
IT Desktop Support Technician
Texas A&M University-Kingsville ITech (Desktop Services)
Kingsville, TX
02.2015 - 05.2017
- Provided comprehensive support for desktop computers, including Windows and Mac OS systems, and peripherals.
- Demonstrated proficiency in resolving hardware and service-related issues efficiently.
- Evaluated and tested operating system images, software, and created technical documentation for Texas A&M University – Kingsville ITech.
- Delivered exceptional customer service, ensuring precise communication of procedures and policies in a friendly manner.
- Proficient in Adobe Illustrator, Microsoft Office Suite, and operating systems (Windows, Mac OS X).
- Familiar with enterprise ticketing systems and remote access software.
Education
Master of Science - Technology Project Management
University of Houston
Houston, TX 01.2023 - 12.2024
Master of Science - Cybersecurity
University of Houston-Downtown
Houston, TX 08.2018 - 05.2020
BBA - Computer Information Systems
Texas A&M - Kingsville
Kingsville, TX 08.2012 - 05.2017
Skills
- Team Building
- Active Directory Management & Group Policy
- Network and System Administration
- Written & Verbal Communication
- Self-Motivated
- Project Management
Certification
Google IT Support Professional Certificate
Timeline
Master of Science - Technology Project Management
University of Houston
01.2023 - 12.2024
IT Support Associate II
Amazon
08.2021 - 04.2022
IT Support Specialist II
McLennan County - Information Technology
10.2019 - 8 2021
Master of Science - Cybersecurity
University of Houston-Downtown
08.2018 - 05.2020
IT Helpdesk Analyst
COSCO Shipping Container Lines - North America
07.2017 - 10.2019
IT Desktop Support Technician
Texas A&M University-Kingsville ITech (Desktop Services)
02.2015 - 05.2017
BBA - Computer Information Systems
Texas A&M - Kingsville
08.2012 - 05.2017
IT Support Engineer
Amazon Web Services
4 2022 - Current
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