Andres Ramirez Jr.

About

I'm an IT engineer with over a decade of experience standing up zero-touch deployment pipelines, automating workflows, and integrating AI into support processes. I've worked across MSP environments and fast-scaling startups.

I care about building things that hold up, not just things that work once.

Work

Solutions Engineer, Unthread Jun 2025 – Feb 2026

Unthread brings customer support into Slack, and my job was making sure customers actually got value out of it. That meant leading migrations from Salesforce and Freshservice, building custom integrations, and developing a standardized onboarding process so every customer got a consistent experience.

I partnered with the engineering team to build a centralized billing view that cut true-up time by 50%, and worked on refining AI agent integrations via API and MCP to keep the knowledge base accurate over time. I also wrote technical documentation for complex integrations, making them accessible for both customers and internal teams.

Senior IT Solutions Engineer, The Believer Company Nov 2023 – Jun 2025

Believer was scaling fast and needed IT infrastructure that could keep up. I built a support process that was proactive rather than reactive: monitoring SaaS applications before users filed tickets, writing detection scripts so deployments met spec before they landed on a machine, and automating version management so nobody had to babysit it. I also started integrating AI into the day-to-day to help cut resolution times. Everything ran cross-platform, so it all had to work cleanly on both macOS and Windows.

Application Support Engineer, Pie Insurance Oct 2021 – Nov 2023

Pie taught me that good process shows up in the numbers. I drove automation efforts that cut ticket resolution time by 27%, pushed CSAT scores up 15%, and trimmed software costs by 10%. The numbers were good, but the more durable work was rebuilding the scaffolding: I consolidated project management tooling across 8 engineering teams, reducing Jira overhead by 20%, and built a real incident management process that gave the team something durable to build on. I also mentored junior engineers along the way.

IT Engineer, Acrisure Feb 2019 – Oct 2021

Acrisure is where I learned to operate at scale. I managed the company's largest account: 200+ Apple endpoints spread across offices in New Jersey, New York, California, London, and Bangalore. I was the Mac and Apple SME for the team, handled Tier 3 support, and administered Addigy MDM. Beyond endpoint management, I optimized Jira workflows and permission schemes, cutting project setup time by 25%, which earned me Employee of the Year in 2019. I also led the team through PCI-DSS recertification, covering asset management and both physical and network security compliance.

The skills that pay the bills

Personal

I build things outside of work too. Cars, 3D printed parts, and whatever I'm currently flying FPV. I also run LedBySpeed, a car media project that started as a hobby and turned into something real. On the consulting side, I run Setsebi, an IT consulting practice for small businesses that need real infrastructure without the overhead of a full IT team.

Wanna talk?

Have a project in mind or just want to connect? Drop me a line.