Roland Ramirez
San Antonio,TX
Summary
Attentive Desktop Support Technician with 20 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Lead Desktop Support Specialist
Northside ISD
San Antonio , TX
2008.06 - Current
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Worked with various systems, software and peripherals.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for over 100 employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Deployed Windows, Apple and Chromebook devices across multiple facilities, connecting hardware to internal network hubs for multi-site interconnectivity.
- Maintained over 100 Child nutrition serving line systems to keep networks fully operational during peak periods.
Computer Lab Assistant\ Tech Support
San Antonio ISD
San Antonio , TX
2005.08 - 2008.05
- Supported all computer lab operations.
- Handled lab equipment, cleaned keyboards, monitors and disk drives.
- Provided instruction to all lab users on proper use of all equipment.
- Configured hardware, devices and software to set up work stations for over 100 employees.
Education
High School Diploma -
Thomas Jefferson High School
San Antonio, TX06.1988
Skills
- Service Schedule Coordination
- Security Standards
- System Performance Assessment
- Resolving Problems and Incidents
- Defect Analysis and Resolution
- Remote Technical Support
- Process Refinement
- Friendly and Patient
- Customer Communication and Empathy
- Online Chat Support
- End-User Training
- Employee Computer Support
- End-User Support
Certification
- Certified Educational Aide, Texas Education Agency - Lifetime
Timeline
Lead Desktop Support Specialist
Northside ISD
2008.06 - Current
Computer Lab Assistant\ Tech Support
San Antonio ISD
2005.08 - 2008.05
High School Diploma -
Thomas Jefferson High School
- Certified Educational Aide, Texas Education Agency - Lifetime
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