Carlos Ramirez

Tier 3 level support for important Microsoft’s customers and stakeholders, providing support on Windows Performance, Subsystems and Shell topics for workstations and servers.

- Resolved complex Windows operating system performance, stability, boot, servicing, and reliability issues for enterprise customers worldwide.
- Conducted advanced root cause analysis using ETW traces, WPR/WPA, Procmon, mem

Tier 3 level support for important Microsoft’s customers and stakeholders, providing support on Windows Performance topics for workstations and servers.
- Provide advanced Operating System troubleshooting for non-booting workstations and servers on multiple scenarios.
- Provide advanced analysis on low level Windows processes and services.
- Provide advanced troubleshooting and analysis regarding

First point of contact for users, providing support on multiple software applications, hardware, network and telecommunications systems.
- Provide advanced software installation and support for Windows 7, Windows 10, MacOS.
- Provide software support and provisioning for Office suite 2013 and up.
- Provide software and hardware support for mobile devices including Android and iOS.
- Provide remot

Financial and resources management for Technology and Administrative projects sold to international customers, where I also had the opportunity to work with a team that took to production a tool that allowed time savings on the new and renewed contract registration process for up to 20%.
- Project administration, ensuring accomplishment of contract agreed between the company and client.
- Contract

Provide support for external clients on various locations, such as North America, South America, Europe, Asia and Oceania.
- Installation and support for Windows 7, Windows 8, Windows 10 and MacOS systems.
- Support for Android and iOS mobile devices.
- Installation and support for Office 2010, Office 2013 and Office 365 suites.
- Escalation and follow-up process of mayor incident cases to necessa

- Customer service agent for latam and mexican markets.
- Contact and follow up of cases with transport agents in USA and Mexico.
- Resolution of customer issues according to company policies.

In charge of the creation and management of all social media communities used by Banco de Costa Rica, as well as training for new team members, in order to attend all questions or cases received.
- Creation of Twitter, Facebook, LinkedIn and Instagram communities for Banco de Costa Rica.
- Coordination of all posts uploaded to our social media communities, as well as all community events organized

- SEO management and improvement for assigned websites.
- Maintenance and updates for website's information and functionality.
- Modification of web sites using different technologies, such as HTML, CSS, Javascript and PHP.

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