William Ramirez
Support Coordinator @Verisk
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WORK HISTORY
Support Coordinator @Verisk
Led a support team, providing guidance, mentoring, and escalation support.• Coordinated IT support operations, prioritizing and assigning tickets to ensure timely resolution.• Documented and tracked issues in Zendesk ticketing system with 98% accuracy, reducing resolution time by 15% and increasing customer satisfaction from 78% to 85%. • Communicated upgrade releases to stakeholders, ensuring platform knowledge alignment.
EDUCATION
Cardiff University / Prifysgol Caerdydd
Bachelor's Degree, Business Administration (BBA)
Universidad Distrital Francisco José de Caldas
Engineer's degree, Industrial Technology/Technician
SKILLS
ABOUT WILLIAM RAMIREZ
Results-driven support & implementation Consultant with over 7 years of hands-on experience in software implementation, product support, and customer success within the IT sector.Skilled in managing client expectations, driving customer satisfaction, and collaborating with cross-functional teams to ensure the successful delivery of solutions across various operating systems and ticketing platforms.Recognised for strong attention to detail and a proven ability to prioritise and execute tasks efficiently in fast-paced environments, consistently delivering successful project outcomes on time and within scope.
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