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Luis Ramirez

Luis Ramirez

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location of Luis RamirezRichardson, Texas, United States

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  • Timeline

  • About me

    Cloud Collaboration Technical Leader at Cisco

  • Education

    • Universidad Estatal a Distancia

      2014 -
      Engineer's Degree Information Technology

      Universidad Estatal a Distancia/ San Jose Costa Rica Bachelor’s degree in informatics (In Progress.) 2014Fundatec Institute San Jose Costa Rica VMware VCP Course September 2014Independent Study San Jose, Costa Rica CCIE Voice, Cisco Certified Internetwork Expert. No. 40952 October 2013.Independent Study San Jose, Costa Rica CCVP Cisco Certified Voice… Show more Universidad Estatal a Distancia/ San Jose Costa Rica Bachelor’s degree in informatics (In Progress.) 2014Fundatec Institute San Jose Costa Rica VMware VCP Course September 2014Independent Study San Jose, Costa Rica CCIE Voice, Cisco Certified Internetwork Expert. No. 40952 October 2013.Independent Study San Jose, Costa Rica CCVP Cisco Certified Voice Professional. September 2010.Independent Study San Jose, Costa Rica CCNA Voice, Cisco Certified Network Academy Voice. December 2009.Fundatech Institute San Jose, Costa Rica CCNA, Cisco Certified Network Academy. August 2009. Other Education• 2006: High School: Colegio de Palmares.• Computer advanced Skills.• Microsoft word basic skills.• Good Written and Spoken English (90%). Show less

  • Experience

    • Sykes

      Aug 2008 - Jun 2015

      Escalation Engineer in BackBone Team, Richardson, Texas, USA.Taking Escalations from different team levels for VoIP Technologies.Additionally taking cases for VoIP Technologies as. * CUBE Ent * CUBE SP * CUSP * VXML/CVP/UCCE * Secure VoIP * Video over IP and TDM. * SRE-V (VMware on SRE module) * All Types of Faxing and Modem over IP. * EtcStarted working remotely from Costa Rica in July; and from Richardson, Texas, US site on August. Show less Technical Leader and Escalation Point: Taking escalations and high complex level cases from new and senior Engineers in order to fix the issue in a timely manner. Provide an advance technical assistance level to my peers and help them fix the customer’s issue. Have under my direction a team of around 32 engineers where I provide them Technical assistance and some administrative help.Provide Training to my peers and new hires. Help in the learning process to new Engineers and experienced Engineers in order to increase their troubleshooting and knowledge level skills.Analysis of new training that will be provided to the Team in order to make sure the material is correct and excellent.Prepare the team to enforce the development of the activity to attend the customers, taking care of the human sources, hardware and software and any other requirement.Improve and give maintenance to the lab used on the Team.Develop and provide new ideas to the Team to change and improve the methodology of their work. Show less

      • Cisco TAC Escalation Engineer (BackBone Engineer)

        Jul 2014 - Jun 2015

      • Cisco TAC Technical Team Lead

        Jan 2013 - Jun 2015

      • Cisco TAC Engineer

        Aug 2008 - Jun 2015

    • Cisco

      Jun 2015 - now

      Cisco Escalation Engineer in BackBone Team, Richardson, Texas, USA.

      • Cloud Collaboration Technical Leader

        May 2021 - now

      • End to End Collaboration Leader

        Jan 2017 - May 2021

      • Cisco TAC Multiservice Team Leader (BackBone Team)

        May 2016 - Jan 2017

      • Cisco TAC Escalation Engineer (BackBone Engineer)

        Jun 2015 - May 2016

  • Licenses & Certifications

    • CCNA

      Cisco

    • CCVP

      Cisco

    • CCIE Collaboration, No 40952

      Oct 2013