Lourdes Marie Ramirez
Pembroke Pines,FL
Summary
Seasoned IT Professional with a robust background providing comprehensive technical support, software/hardware installations and user assistance. Committed to maintaining high levels of operational efficiency and customer satisfaction.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Client Technology Analyst (IT Onsite)
Memorial Healthcare System
06.2010 - Current
- Oversees planning and implementation of all IT related projects (expansions, Software and Hardware rollouts, upgrades) with proven record of delivery within expected time frame and budget
- Provide Onsite Support to Clinical, non–Clinical Staff and offsite IT staff as needed
- Knowledge in network configurations (TCPIP/LAN/WAN/Wireless/VPN)
- Team player, providing mentorship and training to coworkers to improve their skill set resulting in a higher level of customer service and efficiency
- Responsible for proper Asset Recovery of equipment to arrange pickups and deliveries
- Advanced level skillset for troubleshooting MHS applications and Audio/Visual equipment
- Monitors queue and evaluated ticket trends to determine whether any reoccurring issues may be symptoms of a larger issue and act as the onsite contact and work with other IT and non technical departments to identify, quarantine and resolve these issues
- ServiceNow queue management for ticket assignment, routing and documentation
- Liaison between vendors and Server Services, Network Services, allowing them to successfully integrate their systems with Memorial's infrastructure
- Onsite support for day to day break-fix issues
- Maintain inventory of IT assets ensuring efficient allocation of resources
- Provide installation support and services to setup, installation, moves, adds, and changes for PC hardware and software
- Assist end users with hardware, software, cables, networking and operational support requirements in keeping with industry standard practices.
IT Client Support Analyst I (Helpdesk)
Memorial Healthcare System
03.2005 - 06.2010
- Provide end user technical support for software, hardware, and network assistance in a 10K+ user environment
- Duties consist of handling Level 1 Help Desk tickets and triage Level II tickets
- Provide remote telephone support
- Installation and configuration of clinical software applications and to provide support for upgrades and enhancements
- Verify issue resolution with the customer and update the Help Desk ticketing system
- Dedicated to meeting the expectations of both internal and external users in a 24 hr x 7-day call Center /Helpdesk Environment
- Ensure the highest levels of customer satisfaction by a commitment to timely resolution of all requests for client support
- Research, resolve, and respond to questions received via telephone calls, callbacks, or escalations, and provide support in accordance with current standard operational procedures
- Use and maintain the Client Support call tracking database in a technically proficient manner by recording all calls thoroughly and completely
- Additional Responsibilities: Performs other duties or special projects as assigned.
Exchange Administrator
Applica Consumer Products, Inc.
06.2003 - 03.2005
- Migrated 5000+ users from Lotus Notes to Exchange
- Supported and maintained the Global Exchange 2000 environment as well as continuous proactive improvements and preventive maintenance and capacity planning
- Specific duties: monitoring and troubleshooting existing messaging applications to increase efficiencies; manage accounts and mailbox stores for Exchange users
- Apply security patches and virus signatures; oversee backup and restore operations on Exchange servers
- Interact with external organizations regarding any email delivery problems
- Provided desktop support and training to end users and Helpdesk staff
- Administration of Exchange mail, public folder, distribution lists, calendar items and global directory Synchronization
- Participation in scheduled and unscheduled system maintenance.
Lotus Notes Developer
Windmere Corporation
02.1998 - 06.2003
- Responsible for the development, roll out, administration and training regarding Lotus Notes applications for a user base of 2000+ users and 6 server Notes environment
- Developed and deployed several workflow and tracking applications to streamline many processes
- Developed new Purchase Order, Helpdesk, Change Control and Project Management applications
- Responsible for user maintenance and setup
- Utilized software tools such as Percussion Notrix, LotusScript and used Snap Reporter for ad hoc querying and report generation.
Education
Bachelor of Science in Computer Systems Analysis -
University of Miami
Coral Gables, Florida05.1988
Skills
- Hardware/software installations
- Customer Service
- Technical Support
- Project Management & Documentation
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Problem-solving abilities
- Attention to Detail
- Multitasking Abilities
- Reliability
- Organizational Skills
- Team Collaboration
- Effective Communication
- Decision-Making
- Professionalism
- Time management abilities
- Adaptability
- Analytical Skills
Certification
- HDA certification
- VMWare Airwatch Certification
Awards
2020 Sunflower Award Recipient, Miramar Hospital
Timeline
Client Technology Analyst (IT Onsite)
Memorial Healthcare System
06.2010 - Current
IT Client Support Analyst I (Helpdesk)
Memorial Healthcare System
03.2005 - 06.2010
Exchange Administrator
Applica Consumer Products, Inc.
06.2003 - 03.2005
Lotus Notes Developer
Windmere Corporation
02.1998 - 06.2003
Bachelor of Science in Computer Systems Analysis -
University of Miami