Rene Marcelo Ramirez Vargas

Responsabilities:

Provide technical support to customers.

Monitor Cloud Server performance/availability.

Escalate critical issues on Cloud server to the AWS support team.

Report to the senior support specialist and/or support manager.

Flawless execution of the Support Procedure for ticket resolution.

Deliver consistent and quality customer service.

Report bugs and new features, as requested by customers, to the Development and/or Professional Services teams, following up until ticket resolution.

Report client’s requests for custom development requirements to the Sales and Customer Success teams.

Adequately fulfill customer specific SLA conditions, escalating and engaging pertinent company resources until reaching a successful ticket resolution.

Deliver a high quality customer experience for global client portfolio.

• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Configured hardware, devices and software to set up work stations for employees.
• Patched software and installed new versions to eliminate security problems and protect data.
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.