Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Languages
Timeline
References
Languages
Work Preference
Generic

Jesus Ramos

Summary

Self-motivated and reliable professional with experience.

Overview

13
13
years of professional experience
1
1
Certificate

Work History

IT Analyst

KPMG
El Paso, TX
10.2023 - 07.2024
  • Remote into user’s machine using remote tool and resolve issue for user
  • Active Directory password resets
  • Cisco Secure Client VPN Troubleshooting
  • RSA SecurID Admin Console, token approvals, provisioning, synchronizations, and unlocks
  • OKTA Set up and MFA resets
  • Citrix VDI troubleshooting (Director)
  • VMware Horizon
  • SFTP Troubleshooting and set up
  • Network Troubleshooting, browser troubleshooting
  • Machine power flush, and troubleshooting
  • BitLocker unlocks
  • Software Installations and deployments
  • ( SCCM)
  • Microsoft 360 troubleshooting, Salesforce configuration
  • Mobility troubleshooting
  • (Microsoft Intune)
  • Supervised 25 agents to meet metric goals and SLAs (Special Projects).

IT Analyst

Honda Motors
El Paso, TX
05.2022 - 09.2023
  • Provided technical support for Honda Motors corporate employees as well as production plants in Japan, Ohio, and Mexico – taking inquiries by phone, email or chat
  • Met SLAs
  • Dealt with problems for hardware, such as servers, computers and printers, as well as software programs for Honda corporate employees, VPs, suppliers, and liaisons
  • Issues with problems for hardware, such as servers, computers and printers, as well as
  • Software programs
  • Password resets on Active Directory, RACF IBM Security Server
  • Password resets for SAP Workforce, as well as other corporate owned databases and email communication UIs used by corporate office and Japan offices
  • Updated knowledge bases with details of common problems which employees can view
  • Online
  • (KB articles)
  • Dealt with common to intermediate technical issues
  • Using helpdesk software to log calls with descriptions of issues, progress and solutions
  • (SNOW) Assigning incidents to support analysts if the problem is more complex
  • Scheduling for a technician to visit the user at office or plant if a problem can’t be solved over the phone, remote, or by email
  • Remote into user’s machine using tool and resolve issue
  • Remote work.

Service Desk Rep

Bank of America
El Paso, TX
10.2021 - 08.2022
  • During pandemic lockdowns tasks such as responsibilities included cardholder account maintenance requests, PIN resets, account statements and mobile banking support
  • Complex responsibilities such as Fraud claims, ACH
  • Achieved and maintained strict call metrics for CA
  • Credit & Prepaid Card Pandemic EDD State of CA
  • Assisted EDD prepaid cardholders during unemployment benefit disbursements for the state of CA during pandemic lockdowns nationwide
  • More recently Bank of America credit card holder account maintenance requests
  • Remote work during pandemic lockdowns with no interruptions.

Data Collector

Crossmark, Inc
El Paso, TX
01.2017 - 04.2019
  • Collected data from external and internal sources from various sources
  • Analyzed data and presented findings to management
  • Compiled data into digestible planograms and graphs
  • Ensured all data was organized and accurate per company policy
  • Other tasks relating to data storage were conducted.

Technical and Software Support Specialist

Proove Bioscience Labs
El Paso, TX
07.2011 - 01.2018
  • Executed training to a diverse set of users, physicians, and healthcare
  • Staff
  • Design and develop employee development curriculum and update classroom, eLearning
  • And blended financial training
  • Delivered classroom training as needed
  • Provided software/ hardware installations and troubleshooting
  • Develop training programs as needed
  • Responded email inquiries from users and used ticket system.

Education

repair, install -

El Paso Community College
01.2009

High School Diploma -

Ysleta High School
09.2006

Skills

  • Microsoft Office Suite/360, Oracle Database (multiple modules), SAP Workforce, HTML 5 language, CSS language Active Directory, Zendesk, AskNOW, HTML\CSS, VMware, Dreamweaver Banking software CoPilot, Power Bi, Success Factors, Microsoft Intune, Microsoft Teams, ServiceNow, Quest Change Auditor, LAPDs, Okta, Microsoft Entra, Ivanti, Beyond Trust (Bomguar) Focus E-Learning, Mobility, Microsoft Outlook, Data Transfer, Help Desk, Accounting, Customer Service, Technical skills, SAP, Salesforce

Certification

  • Spanish (Business Advanced) Certifications and licenses
  • Good Clinical Practice (ICH-GCP)
  • First Aid Certification. (2020)
  • Comp Tia A+ (2011) Letters of recommendation and references available. Rocio Rascon. Project Supervisor American Honda Motors. Rudi Chacon. Senior Analyst KPMG.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers

Languages

Spanish (Advanced)

Timeline

IT Analyst

KPMG
10.2023 - 07.2024

IT Analyst

Honda Motors
05.2022 - 09.2023

Service Desk Rep

Bank of America
10.2021 - 08.2022

Data Collector

Crossmark, Inc
01.2017 - 04.2019

Technical and Software Support Specialist

Proove Bioscience Labs
07.2011 - 01.2018

repair, install -

El Paso Community College

High School Diploma -

Ysleta High School

References

Letters of recommendation and references available upon request.

Languages

English
Native language
Spanish
Proficient (C2)
C2

Work Preference

Work Type

Full TimePart TimeContract Work

Work Location

On-SiteRemoteHybrid

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Jesus Ramos