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alramlinux

Alvaro Ramirez

@alramlinux

Desktop Support Analyst, AWS Amazon Connect Architect, IVR Specialist

Dominican Republic
Spanish, English
About me
Are you looking to modernize your contact center, automate your customer service, or build secure, serverless telephony workflows? With 20 years of experience as an IT analyst and telecom systems administrator, I specialize in architecting, deploying, and optimizing enterprise-grade AWS Amazon Connect environments. I help businesses reduce operational costs and improve customer experiences by building intelligent, automated communication systems.... Read more

Skills

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alramlinux
Alvaro Ramirez
Offline • 

See my services

Cloud Consultation
I will modernize your contact center
From$500 / projectMore details

Work experience

Capgemini

Desktop Support Specialist

Capgemini • Full-time

Jun 2006 - Jan 2007 • 7 mos

Delivered Tier 2 technical support for enterprise clients, diagnosing and resolving complex operating system and application errors. Streamlined IT onboarding and offboarding processes by configuring equipment and managing network access credentials. Documented troubleshooting procedures and recurring incidents to build an internal knowledge base and improve service desk resolution times.

Accenture

Desktop Support Specialist

Accenture • Full-time

Sep 2005 - Apr 2006 • 7 mos

Addressed and resolved daily IT service requests through a centralized ticketing system within strict service-level agreements (SLAs). Conducted secure software installations, virus remediation, and basic data recovery for local and remote corporate users. Supported large-scale deployment projects, including enterprise-wide OS migrations and hardware refresh cycles.

Verizon

Desktop Support Technician

Verizon • Full-time

May 2001 - Apr 2004 • 2 yrs 11 mos

Responded to inbound technical requests, guiding staff through step-by-step troubleshooting for standard desktop and peripheral issues. Installed and configured physical IT equipment, including workstations, IP phones, and basic network cabling. Logged and tracked all support interactions to ensure complete resolution and accurate inventory management.