Isaac Ramirez
Austin,TX
Summary
Technologically-savvy Tech Analyst with proven customer service, time management and multitasking abilities. Attentive to customer needs and ready to break down technical problems to develop effective solutions.
Overview
9
9
years of professional experience
Work History
Technology Solutions Analyst
Ketsra Financial
Austin, TX
11.2022 - Current
- Handle technical support inquiries, reset user accounts, and manage account access to Kestra resources
- Manage connections between the Kestra database and third-party applications
- Conduct billing analysis of Technology services and work cross-departmentally to ensure accuracy of fees
- Gather information for ongoing issues and investigate resolutions to these issues in a timely manner
- Facilitate the cybersecurity vetting process for vendors that Kestra utilizes
- Work directly with external/internal Kestra staff to resolve issues
- Using Salesforce for Ticket/Case Management
- So far I have been a part of 3 company projects
- Billing Project: Which entailed verifying if over 300 reps were being charged for a report generating system
- Cybersecurity Vetting Project: This project was a vendor vetting verification,Validating that the third-party services used by a firm met the security requirements for hosting client data and also all ranges of IT work
- NPG Project: I was selected in my department to be part of testing 2 new next gen platforms pre-release. This entailed testing for bugs, partnering with different departments of engineering to make sure the application will be ready for launch
- Using Jira as the ticketing system for my assigned tickets
Customer/Technical Support
SunPower
11.2021 - 06.2022
- Handled client’s contract and billing issue
- Communicated with escrow companies for documentation for new home clients or selling of a property
- Troubleshooted client’s solar systems remotely
- sent reboot scripts to their PV systems
- Provided data collection information when asked, assisted on-site technicians during hardware repair or replacement
- Case/Ticket Creation using Sales Force
Geek Squad Consultant/Repair Agent /Apple Pro
Best Buy
Austin, TX
05.2019 - 11.2021
- Consultations on device repair both hardware and software related
- Application software installations, Operating system reinstalls both Mac/Windows, Hardware installs, includes building gaming desktops for clients
- Hardware/Software repair on iPhones
- Documentation for device check-in and during repair, Demos for clients during device pick-up, Data Migration and Data Back up, Application software troubleshoots such as Zoom, Outlook, etc.
Intern
Graves Dougherty and Moody Law Firm
Austin, TX
08.2014 - 05.2017
- Assisted with case/file organization, Documentation Scanning, Inventory Ordering, Documentation delivery from one lawyer to another
Education
Associates/ Transfer, General Studies -
Austin Community College
05.2020
High School Diploma -
San Juan Diego Catholic High School
05.2017
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
Skills
- Multiple years in customer service experience
- Multiple years of tech consultant experience
- Tech repair
- Bilingual
- Salesforce CRM Experience
- Data Entry
- Software Troubleshooting
- Troubleshooting and Diagnostics
- Technical Analysis
- System Maintenance
- Technical Writing
- Project Documentation
- Workflow Improvement
- Client Relations
- Product Development
- Updating Software
- Project Management
- Customer Relationship Management
- Product Knowledge
- Technical Troubleshooting
- User Support
- Hardware Installation
- Attention to Detail
- SOP Writing
- Data Backup
- System Updates
- System Upgrades
- User Training
- Team Collaboration
- Critical Thinking
- Microsoft Excel
- Analytical Thinking
- Problem-Solving
- Application Installations
- Mobile Device Repair
Languages
- English
- Spanish
Timeline
Technology Solutions Analyst
Ketsra Financial
11.2022 - Current
Customer/Technical Support
SunPower
11.2021 - 06.2022
Geek Squad Consultant/Repair Agent /Apple Pro
Best Buy
05.2019 - 11.2021
Intern
Graves Dougherty and Moody Law Firm
08.2014 - 05.2017
Associates/ Transfer, General Studies -
Austin Community College
High School Diploma -
San Juan Diego Catholic High School
Bachelor of Science - Cybersecurity And Information Assurance
Western Governors University
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