Mario Ramirez
Tecnico en Sistemas de Redes
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Sobre mí
Hardware & network specialist with over 6 years in POS systems, financial services, and IT helpdesk. Expert in troubleshooting hardware, network, and software issues. Experienced with Jira, ServiceNow, and Zendesk for ticket management and SLA compliance.
Experiencia
Bilingual Technical Support Analyst at Tata Consultancy Services (2025-10 – 2026-02)
- Provided bilingual technical support for enterprise end-user devices (Apple and Windows).
- Diagnosed and repaired MacBooks and Windows laptops, resolving hardware and OS issues.
- Performed password resets, troubleshot connectivity issues, and maintained iPads.
- Documented incidents and delivered technical assistance in English and Spanish.
POS Support Tier 2 – Hardware at Teletrac Navman / Gilbarco Veeder Root (2025-05 – 2025-09)
- Remote helpdesk support for fuel dispensers and card readers using ServiceNow, Zendesk, and Salesforce.
- Approved RKL/TLS certifications and activated dispensers via VMware and Amazon Workspaces.
- Upgraded software, resolved error codes, and managed network access for stores.
Hardware / Network Specialist at Toast POS / Sutherland (2023-02 – 2025-03)
- Used Jira and ServiceDesk to track bugs, hardware replacements, and escalations.
- Configured access points via UniFi, managed IPs through Meraki dashboards.
- Traced network loops, rerouted cables, and configured devices via CLI.
Customer Service / SME at Remitly / Sutherland (2022-06 – 2023-02)
- SME for graveyard shift across 100+ nations using Zendesk for ticket management.
- Assisted financial institutions in USA, Europe, and Oceania with remittance verification.
Customer Service – Facility Dispatch at Vixxo / Sutherland (2021-04 – 2022-06)
- Dispatched technicians for equipment maintenance at retail locations.
Banking Support Specialist at Fiserv / Sutherland (2020-05 – 2021-04)
- Handled fraud reports, card activations, and transaction disputes.
Educación
B.S. in Software Engineering – Tecmilenio (2025-06 – 2028-06)
Technical Education in Electronics – EIAO Tres Caminos, Monterrey (2011-06 – 2014-07)
