Ramsey Lee

Experience

• 

  Pioneer Press

  Aug 2012 - Aug 2013

  Customer Service Representative

  • Receive inbound calls and deliver outbound calls• Customer service for Pioneer Press• Work with sales, offers and specials with customers• Using computer program to identify customers, the services they have, and bus routes• Email and replying to customers of their concerns and questions

• 

  Saint Paul College-A Community and Technical College

  Nov 2014 - Jan 2017

  • Assist students with the college website; accessing the school email, navigating through D2L online courses, and using eServices for course information. • Resetting passwords for students and faculties• MS Outlook email setup• Troubleshoot printers and computers• Receive and deliver outbound/ inbound calls• Troubleshoot A/V for classrooms/events and verify if they are all functional• Handle technical requests on daily basis with Ticket System• Image/ re-image computers• Hardware replacements (hard drives, CD drives)• Using the Active Directory to identify customers, computers and electronic devices• Wifi setup Show less

  • Information Technology Helpdesk

    Jul 2015 - Jan 2017

  • Financial Aid Assistant

    Nov 2014 - Jul 2015
• 

  Sovran, Inc.

  Apr 2017 - Dec 2017

  Helpdesk Analyst

  • Hardware replacement/ repair• MS Outlook email setup (on prem)• Aiding internal and external users via virtual and in person • Traveling to different office locations for assistance• Assisting with and via virtual machines (VMware, RDP, RemotePC)• Creating virtual environments in VMware for deployment• Handling various VPN for different businesses• Imaging/ re-imaging computers• Physical setup of servers, routers/ modems, WiFi access points, printers and computers• Using Active Directory to identify customers, computers and electronic devices• Data entry into systems database for inventory control Show less

• 

  Thomson Reuters

  Jun 2018 - Aug 2019

  Sales Tech Support

  • First level tech support• Assisting customers with their account lock outs and resetting their password(s)• MS Outlook email setup (in cloud and on prem.)• Physically and virtually aiding with printers and computers• Receive and deliver outbound/ inbound calls• Handling technical requests on daily basis within ServiceNow ticketing system• Image/ re-image computers• Hardware replacements of handheld units to computers• Using the Active Directory to identify customers, computers and electronic devices• Wifi and hardwire setup Show less

• 

  Q Consulting, Inc

  Jun 2018 - Aug 2019

  Help Desk Technician
• 

  Maximus

  Aug 2019 - now

  • Intaking Equipment sent back from end-users- Intaking process consists of recording each item an end-user has sent back into our facility, into the systems spreadsheet- Updating the inventory database to reflect off the correct information- Entering accurate asset information into inventory database, Lansweeper- Confirm and validate an asset is in the correct State, depending on its status of whereabouts. - Being able to lift 40 lbs. - Being able to sit for a long period of time- Handling tedious procedures with accuracy and efficiency • Shipping and receiving- Shipping consists of creating shipping and returning labels for end-users and their equipment- Communicating with Third Party courier for pickup and drop off of shipment(s)- Providing end-users with tracking updates and follow ups - Working with supervisors and/ or managers on arriving and returning equipment- Maneuvering pallet jack - Being able to sit and stand for long period of time- Being able to lift 40 lbs. - Creating box bundles of equipment to be sent out to various locations and projects• Working closely with Desktop Services on particular assets for deployment- Imaging computers ranging from Desktops to laptops and thin clients ( AWS )- Pulling and assigning Surplus/New stock for deployment based on determination- Entering asset information into inventory database- Aiding in Break/ Fix requests, of hard down users• Inventory control- Simply making sure all assets look presentable and are in good working conditions- Organizing every asset and equipment in inventory for easy access- Submitting warranty forms and interacting with Dell technicians on warranty items- Diagnosing assets for cycle use- E-Wasting expired and damaged assets- Collecting quarterly inventory reports and presenting to Supervisors and Managers- Writing knowledge articles on any new procedures- Training employees on processes and procedures- Efficiency in Data Entry Show less • Second level tech support• Coordinating with higher Tiers and different department teams• Aiding first level support with escalations• Assisting users with data migration via cloud (sharepoint, OneDrive)• Training new employee technicians weekly/monthly and supervising • Working through high and low levels of technical difficulties via Chat support• Assisting VP's, Directors and high Managers with white glove service• Navigating in Microsoft Office 365• Adding/removing security groups and forwarding mailboxes via Active Directory• Delivering follow up calls on escalation requests from first level support• Troubleshooting virtual environments as AWS, and CiscoAnyConnect Show less

  • Information Technology Asset Management Admin 2

    Jul 2021 - now

  • Help Desk Technician 2

    Aug 2019 - Jul 2021