Oscar Ramirez
Garland,TX
Summary
Highly motivated IT professional with 4+ years of experience providing comprehensive technical support and managing IT infrastructure. Expertise in Windows OS, macOS, and Windows Server environments, including Active Directory administration, Azure cloud solutions, and network management. Skilled in troubleshooting hardware/software issues, resolving connectivity problems, and ensuring efficient IT operations. Proven ability to deliver exceptional end-user support, and optimize security measures. Seeking a challenging Service Desk Tech II role to leverage skills and drive organizational success.
Overview
4
4
years of professional experience
Work History
Support Engineer
Velocity IT
06.2023 - Current
- Manage IT operations for small to medium-sized businesses, overseeing Windows, Windows Server, Mac, networking, and desktop support
- Deliver efficient technical assistance to end-users, resolving an average of 10 tickets per day related to email, VPN, shared drives, printers, and other IT needs.
- Facilitate seamless onboarding of new employees by provisioning user accounts and configuring workstation hardware.
- Maintain comprehensive records by meticulously logging incidents into a centralized ticketing platform (HaloPSA).
- Ensure customer satisfaction by proactively following up on tickets and guaranteeing timely issue resolution.
- Conduct on-site visits to customer offices, deliver equipment, and address support-related matters to strengthen client relationships
Automation & Integration Specialist/Junior System Administrator
Lereta
07.2020 - 06.2023
- Administered user accounts and permissions through Active Directory for both on-premises and cloud-based environments.
- Provided Level I support for Windows environments, troubleshooted issues, and handled Azure Virtual Desktop (VDI) troubleshooting using tools like SolarWinds Dame Ware and ConnectWise.
- Strengthened security by configuring Azure Conditional Access Policies, implementing multifactor authentication, and managing devices with Azure endpoint management (InTune MDM)
- Addressed networking challenges, including TCP/IP connectivity issues, and printer/copier problems, and managed content filtering rules on SonicWall firewall.
- Resolved email and connectivity issues related to Outlook, O365, and Exchange, as well as troubleshoot common problems with Microsoft Office applications.
- Contributed to web development and data management using Visual Studio, Azure DevOps, SSMS, and data extraction tools, including building website scraping agents with JavaScript.
Education
Bachelor of Science - Information Systems
The University of Texas At Arlington
Arlington, TX05-2020
Skills
- Team leadership
- Excellent communication skills
- Software and network troubleshooting
- Remote Support
- Hardware and software support
- Troubleshooting skills
- Hardware and software installation
- Ticketing System
Timeline
Support Engineer
Velocity IT
06.2023 - Current
Automation & Integration Specialist/Junior System Administrator
Lereta
07.2020 - 06.2023
Bachelor of Science - Information Systems
The University of Texas At Arlington
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