Gisel Ramirez Nieves
Las Vegas
Summary
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Overview
6
6
years of professional experience
Work History
Specialist IT Support
Everi
09.2024 - 03.2025
- Leveraged technologies to image, configure, deploy, and track employee workstations throughout the entire enterprise
- Coordinated with cross-functional teams in facilitating employee onboarding and off boarding
- Provided front line support to internal customers, including hardware troubleshooting and maintenance
- Responsible for following user account integrity and workstation security standards in compliance with various external audit controls (including SOX, PCI, SOC2) and internal Company controls
- Occasionally completed purchase request process for inventory management and customer needs
- Assisted in supporting company and customer facing events within IT capacity
- Occasionally collaborated with cross-functional teams as a resource in information technology and infrastructure projects
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Technical Support Representative
Goodwill Southern Nevada
04.2024 - 05.2024
- Troubleshooting and resolving common IT issues such as password resets, network connectivity, software installation, hardware malfunction
- Documenting user issues and solutions in the service desk database
- Following up with users to ensure their satisfaction and closure of issues
- Participating in service desk training and development activities
Room Coordinator
MGM Grand
03.2023 - 04.2024
- Assign amenities/upgrades for the guests
- The ability to coordinate guest requests, traces in accordance of priority levels determined by VIP status or arrival times
- The ability to assist management in administrative work as directed
- The ability to review guest reservations and ensure proper notes, specials and traces in place
Guest Service Representative
MGM Grand
05.2021 - 03.2023
- Welcome guests to the property and the MGM Resorts family by providing memorable service, anticipating guest needs and responding to and resolving any guest complaints in alignment with S.H.O.W
- Service Basics
- Partner with Housekeeping and other related departments to meet guest expectations and special requests
- Promoting security, privacy, and confidentiality of all guests while providing a relaxing and hassle-free experience from start to finish
- Perform other job-related duties as requested
Sales Associate
Tommy Hilfiger
10.2018 - 07.2019
- Ensure the store is visually distinctive and appearance is maintained
- Knowledge of store product, promotions, and special events
- Execute markdowns and re-merchandise as needed
- Execute Opening and Closing checklist duties as directed by store management to ensure the store is always ready for business
- Demonstrate professional image and conduct
- Effectively maintains zone coverage; acknowledges every customer within the zone; treats customers with priority over assigned tasks
Education
Tech Impact ITWorks -
Tech Impact ITWorks
Las Vegas, Nevada04.2024
High school diploma -
Veterans Tribute Career Technical Academy
Las Vegas, Nevada05.2018
Skills
- Bilingual (Intermediate Spanish)
- Analytical thinking
- Conflict resolution
- Learning agility
- Quality Focus
- Accountability
- Strong interpersonal and collaboration skills
- Time management
- Ability to self motivate
- Eagerness to absorb and retain information
- Basic knowledge of IT systems, applications, and tools
- Troubleshooting techniques
- Teamwork and collaboration
- Organizational skills
- Task prioritization
- Relationship building
- Customer service orientation and problem-solving skills
- Adaptability and flexibility
- Goal setting
- ServiceNow Ticketing System
- End User Support
- Microsoft office / 365
- Windows 10 Installation
- Windows 11 Installation
- Application Support ( Adobe , Excel , Outlook , Teams )
- VPN Configuration
- Computer Imaging
- Hardware Deployment (Lenovo P14, L14, Surface laptops)
- IT Support Tools (Powershell, Event Viewer, Services Tab)
- Remote Application ( Bomgar )
- PC hardware assembly
- Soho networking troubleshooting
- Opera reporting
- Computer troubleshooting
- Mobile device troubleshooting
- Printer troubleshooting and support
Technical Skills
Timeline
Specialist IT Support
Everi
09.2024 - 03.2025
Technical Support Representative
Goodwill Southern Nevada
04.2024 - 05.2024
Room Coordinator
MGM Grand
03.2023 - 04.2024
Guest Service Representative
MGM Grand
05.2021 - 03.2023
Sales Associate
Tommy Hilfiger
10.2018 - 07.2019
High school diploma -
Veterans Tribute Career Technical Academy
Tech Impact ITWorks -
Tech Impact ITWorks
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