Jafet Ucles Ramirez
Fort Worth
Summary
Proficient IT Support Specialist with strong skills in network troubleshooting, technical support, and user assistance. Committed to enhancing customer satisfaction through effective communication and problem-solving.
Overview
4
4
years of professional experience
Work History
IT Support Specialist and Graphic Designer
N/A
Fort Worth
01.2021 - 07.2025
- Provided technical support for hardware and software issues across multiple platforms.
- Diagnosed and resolved network connectivity problems for users promptly.
- Assisted in the implementation of IT policies and procedures for compliance.
- Trained staff on new software applications and troubleshooting techniques.
- Maintained inventory of IT equipment, ensuring availability and functionality.
- Documented technical issues and solutions in a knowledge base for future reference.
- Collaborated with vendors to procure necessary technology resources efficiently.
- Conducted routine system updates to enhance security and performance stability.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Demonstrated advanced product knowledge to solve customer issues.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Increased technical knowledge by reading trade publications, operating manuals and diagnostics information.
- Maintained up-to-date case documentation for future reference.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Supported customers with online billing, access, and account issues.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Participated in after-hours on-call rotation for critical support needs.
- Conducted remote diagnostics to identify and solve technical problems.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Updated customer information and account status in the database following each interaction.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Maintained positive working relationship with fellow staff and management.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Collaborated with marketing teams to create cohesive designs for brand identity and promotional materials.
- Analyzed and interpreted client briefs to create designs that meet business objectives.
- Designed compelling graphics and visual materials for marketing campaigns across various platforms.
- Provided creative direction and mentorship to junior design staff and interns.
- Presented design concepts to stakeholders, articulating design choices and revisions as needed.
- Developed wireframes and prototypes for website design projects, focusing on user experience.
- Developed layouts for product graphics, company collateral and web sites.
- Keyed data and parameters into computer equipment to produce layouts and concept drawings for clients.
Education
Bachelor of Science - Trained For All Areas of IT Supportand Graphic DSG
EduSystem's
Honduras 12-2019
Skills
- Network troubleshooting
- Technical support
- Ticketing systems
- System updates
- Remote assistance
- Customer service
- IT policy compliance
- Software installation
- Inventory management
- Documentation management
- Problem solving
- Team collaboration
- Effective communication
- System administration
- User support
- Systems analysis
- Account management
- TCP/IP
- Microsoft outlook
- Analytical thinking
- User guidance
- Data recovery
- Microsoft office specialist (MOS) expert
- Security protocols
- Network diagnostics
- Microsoft office specialist (MOS) master
- Customer service expert
- Knowledge base management
- Call center operations
- Service support
- Product knowledge
- Technical issues analysis
- Account updating
- System diagnostics
- Active listening
- LAN/WAN
- Desktop support
- Ticket support system management
- Linksys
- Linux programming and administration
- DHCP/DNS ethernet and firewall proficient
- User credential management
- Norton antivirus software
- Windows 10/11 And Windows Server all Version
- Technical troubleshooting
- Appointment scheduling
- Verbal and written communication
- Hardware troubleshooting
- Information protection
- Call tracking
- Decision-making
- Graphic Designer
Languages
English
Professional
Spanish
Professional
Affiliations
- Proactive with coworkers and Costumer Service 24/7
Timeline
IT Support Specialist and Graphic Designer
N/A
01.2021 - 07.2025
Bachelor of Science - Trained For All Areas of IT Supportand Graphic DSG
EduSystem's