ISAAC RAMIREZ
Atlanta,GA
Summary
IT professional prepared to deliver high standards in technical support and issue resolution. Proven track record of enhancing system functionality and user experience. Known for collaborative teamwork and flexibility to meet changing demands, with expertise in problem-solving and customer service.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Georgia Institute of Technology
06.2023 - Current
- Provided Tier 1 IT support to technical and non-technical users through phone and desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues through the use of ServiceNow Agent Workspace.
- Provided basic end-user troubleshooting for issues ranging from account support to application support.
- Installed, modified, and repaired software to resolve technical issues.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the university.
- Generated reports to track performance and analyze trends.
Office Manager Intern
Extreme Painters Inc
09.2014 - 06.2022
- Provided exceptional customer service, addressing inquiries promptly and professionally.
- Managed incoming correspondence, delegating tasks as appropriate and ensuring timely responses were provided.
- Handled day-to-day customer or client questions via telephone or email.
- Developed and used job estimate and invoice templates to send to customers.
- Conducted audits of office technology inventory, ensuring all equipment was accounted for and in working condition.
- Set up and managed audiovisual equipment for meetings and presentations, ensuring high-quality sound and video performance.
Education
Bachelor - Computer Engineering
Georgia Institute of Technology
06-2022
Skills
- Microsoft Office
- Software Troubleshooting
- Customer Service
- Computer Networking Troubleshooting
- Computer Security
- Software Installation and Updates
- IT Documentation
- Technical Support Triage
Certification
- CompTIA A+
- CompTIA Network+
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Help Desk Technician
Georgia Institute of Technology
06.2023 - Current
Office Manager Intern
Extreme Painters Inc
09.2014 - 06.2022
Bachelor - Computer Engineering
Georgia Institute of Technology
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