Carlos Ramirez

Experience

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  BOS

  Aug 1998 - Mar 2007

  Supervisor of Customer Service and Accounting Teams

  • Handled daily operations and escalations for 2 years as Contact Center supervisor.• Developed and implemented policies and procedures over financial transactions in customer service.• In charge of daily credit/debit of international transactions through different processors like Western Union, MoneyGram, VISA and Master Card credit cards, Neteller, Echecks, Paypal, others.• Reporting Staff: 200 – 400 (Contact Center agents)

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  SYKES Costa Rica

  Mar 2007 - Mar 2008

  Cisco Sales Support Engineer

  • Provided Cisco Presales support for Account Managers, Systems Engineers and Technical Sales Consultants, etc.• Presales technical support and network design: created Bill of Materials (BOMs) and responded to technical inquires about the different Cisco products and features (UC, Security, Wireless, Routing & Switching, licensing, etc.).• Provide communication, ensuring that managers, team members, stakeholders within the organization, and clients are kept informed of relevant trends and projects. Show less

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  LinkAmerica

  Mar 2009 - Aug 2020

  AT&T Technical Solutions Manager

  • Oversee infrastructure and network architecture teams to ensure timely efficient and quality designs aligned to the strategic direction of our clients.• Guided operational improvements, maximizing the value of the asset base while maintaining a tight control on operational costs.• Manage a large operations with multiple functions and responsible for improving and innovating operational standards and ensured that all policy and procedures are followed at all levels; prioritized fluctuating workflow to ensure that operational commitments are met; provided technical and operational expertise in policies and procedures; responsible for staffing, hiring, terminations, performance appraisals and promotions; handled time keeping and attendance tracking; administered staff development; prepared routine and non-routine correspondence, including presentations and performed various assigned projects, task force leader functions; initiated system enhancement or maintenance requests in order to comply with the business needs.• Provide weekly/montly peer reviews to help standardize all process and procedures, take feedback and review general operations and reports.• Acting as the technical escalation point for various projects.• Leading RFQ/RFPs, creating SOWs for the requested installation services (Procurement and tendering process).• Create Installation pricing documents, using specialized tools, to generate costs for the requested network services.• Delivering the appropriate solutions to AT&Ts Enterprise, Global and Goverment customers. Providing expertise to architect the optimal solution for the unique business and technical requirements of our customers.• Identify, evaluate, design, recommend and implement best of multi-vendor technology approaches to solve business and customer problems, aligned with proper architecture standards and best practices.• Reporting Staff: 120. Show less

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  Condominio El Puente

  Feb 2012 - Oct 2014

  Administrator and Legal Representative

  • Minimized budget expenses and increased monthly fee collections.• Primarily responsible for resident monthly fees and file management.• Responsible for maintaining all aspects of our community operations for an 85-unit property.• Consistently reached monthly budget and collection goals.• Developed internal procedures to maintain property accountability in accordance with regulations and internal procedures.• Excellent communication skills. Conducted weekly briefings and provided asset visibility and status reports.• Reporting Staff: 7. Show less

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  Kyndryl

  Aug 2020 - now

  Technical Solutions Consultant