NOEMI RAMOS
Keyes,California
Summary
Highly motivated and dependable Network Escalation Technician currently providing technical support across diverse industries with a particular emphasis in the education sector. Driven to expand my knowledge in the field, but also committed to continue contributing to the positive impact technology can have on education.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Escalation Technician
Datapath Inc
04.2021 - Current
- Provide high-level remote and on-site IT support. Responsible for analyzing, troubleshooting, and resolving system hardware, software, and networking issues.
- Strong understanding of VLANs, routing, L3 switching, and wireless. Experience with troubleshooting, configuring, and deploying Ruckus, Cisco, and ubiquity equipment (WLCs, APs, switches, P2Ps, Ruckus Cloudpath)
- Work with various Networking protocols (OSPF, VLANs, DHCP, DNS, 802.1x).
- Effectively use Windows onboard tools such as Event Viewer, Command Prompt, and Powershell to troubleshoot system and networking issues.
- Worked with senior engineers on multiple projects ranging from server migrations to network refreshes that included replacement of 30+ switches.
- Experience with configuring, troubleshooting, and maintenance of Palo Alto Firewalls (PAN OS updates, URL filtering, NAT and Security Policies)
- Work with vendors and appropriate parties to troubleshoot technical issues and improve IT processes.
Contact Center Specialist
Self-Help Federal Credit Union
10.2018 - 04.2019
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of credit union products and services and creating welcoming, positive experiences
- Consistently achieved team goals including percentage of queued calls answered, abandoned calls, wait time and time spent with the member
- Answered average of 85 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing account information
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Research and Support Intern
Self-Help Federal Credit Union
07.2018 - 10.2018
- Developed a guide to train new employees on company's application software
- Assisted with auditing newly created accounts
- Investigated and corrected problems with desktops, printers, and other peripheral devices
- Worked closely with senior staff to learn how to create monthly reports and evaluate branch performance.
Education
Bachelor of Science - Computer Information Systems
California State University
Stanislaus, Turlock, CA12.2020
Skills
- Systems and Network Troubleshooting
- Maintaining local area networks (LAN), wide area networks (WAN), and virtual private networks (VPNs
- Problem Solving
- Ownership
- Teamwork
Certification
CCNA - Cisco Certified Network Associate
RCNI - Ruckus Certified Network Implementer
COMPTIA A+
Timeline
Escalation Technician
Datapath Inc
04.2021 - Current
Contact Center Specialist
Self-Help Federal Credit Union
10.2018 - 04.2019
Research and Support Intern
Self-Help Federal Credit Union
07.2018 - 10.2018
Bachelor of Science - Computer Information Systems
California State University
Similar Profiles
Devon TaylorDevon Taylor
Logistician at DataPathLogistician at DataPath
Yolanda RobyYolanda Roby
Account Manager at DataPath, Inc.Account Manager at DataPath, Inc.
Lester LoboLester Lobo
Head Of Sales at DataPathHead Of Sales at DataPath
Shanna ChandShanna Chand
Recreation Leader at Keyes Elementary SchoolRecreation Leader at Keyes Elementary School
Salvador Lopez RamirezSalvador Lopez Ramirez
Registered Nurse at Dignity HealthRegistered Nurse at Dignity Health