Experienced and dynamic Information Technology professional with innovative leadership capabilities and extensive background in designing and implementing Network Infrastructures, Colocation, and Data Center Space Design, Data Center Operations Documentation, and Disaster/Business continuity plans. With over ten years designing IT Controls and successfully meeting compliance standards for HIPAA, Sarbanes-Oxley, PCI DSS 2.0, and SSAE 18 SOC I & II.

CORE COMPETENCIES

IT Operations Management

Help Desk Operations/Management

Cloud Computing/Virtualization

Data Center Operations

NOC Operations/Management

Incident Management

Change Management

Customer Service

Business Development

Contract Negotiations

SLIs, SLOs SLAs and KPIs

SSAE 18

Disaster Recovery

Business Impact Analysis

Business Continuity

Vendor Management

Team Building/Career Pathing

Process Documentation

TECHNICAL SKILLS

Linux/Windows/MAC OS

Firewalls/IP Gateways/Routers

Wireless Access Points

TCP/IP

DNS

Office365

MS Office

Linux/Win/IOS

Adobe Acrobat

Jira/Supportworks/Servicenow/Connectwise

Physical Server/PC Install

Fiber Optics SM/MM

Portable Electronics/Cell Phones

Cabling DAC/CAT5/CAT6

Visio/CAD

EXPERIENCE

Self – Ramirez LLC Miami, FL

04/2016 – Current

IT Consulting/Business Development/Agent

Provided exceptional customer support experience through multiple communication channels

Understand customer requirements and business objectives

Provide strategic advice on using technology to achieve goals

Manage IT initiatives and collaborate with in-house technical staff

Design IT systems and networks ensuring the right architecture and functionality

Support new technology implementation

Train users in new and existing IT systems

Responsible for assistance with technical issues for our customers

Revise existing systems and suggest improvements

Helped with the production of IT performance reports for our customers

Responsible for leveraging partner companies

Provide cost effective and timely solutions

Bell Techlogix Richmond, Va

04/2015 – 02/2016

Enterprise Mobility Manager

Manage 24/7 service desk and on call rotation

Weekly calls with clients to review SLA’s and critical tickets

Schedule and oversee server maintenance and upgrades

Manage white glove deployments for Good Messaging and Blackberry

Planning and deployment of enterprise level device upgrades along with accessories

Annual on site “support bars” to answer any client questions with software or hardware

Maintain warehouse inventory of client devices for rapid deployment due to damage or loss

Generate monthly billing invoices for each client that varied due to bring your own device clients

Recruitment and training of new employees

Helped develop strategies to improve the change and incident management processes

Oversaw incidents/outages (Incident Management).

Participated as a member of the Change Management Board (CAB).

Helped with the coordination of identifying and verifying service impact to customers and helped coordinate the restoration efforts with other support teams.

Helped build relationships across multiple teams to meet broad scale company-wide technology

Supervised the patching of manufacturing servers and manufacturing workstations.

Peak 10 Richmond, Va

05/2013 – 04/2015

Service Delivery Manager

Be CEO of the customer experience and represent Peak 10

Meet with new customers to create migration project plan into data center

Serve as a consultant and assist customers with disaster recovery plans

Ensure timely and accurate delivery of Peak 10 products and services

Support provisioning by giving accurate and attainable dates and overseeing employee’s execution

Maintain daily operation and maintenance of facility including CRAC’s, UPS’s and generators

Provide capacity planning for multiple data centers to ensure optimal data center efficiency

Be cognizant of customer perception of Peak 10 customer support and report through KPI’s to management

Recruit talented individuals through career fairs also partnerships with local colleges and technical schools

Measure employee performance and provide career path and development through regular 1x1 meetings

Actively transfer knowledge through documentation and market visits to peers on best practices

Track all customer issues through ticketing software and ensure prompt service is being delivered regardless of what team or market owns the issue

Oversaw incidents/outages (Incident Management).

Participated as a member of the Change Management Board (CAB).

Responsible for assisting Account Managers and contributing to Business Development.

Coordinated, maintained all scheduling and coordination of Technical Assistance Associates.

Responsible for all escalations

Biz Technology Solutions Charlotte, NC

06/2011 – 05/2013

IT Manager

Manage the service team’s daily schedules and ensure members have adequate workloads to

drive company efficiency and profit

Responsible for performance reviews, career path planning and disciplinary actions for direct reports

Interface with appropriate technical personnel for customer problem resolution and escalation

Provide accurate reports and metrics to IT Director on: issues, risks, action Items, and

change management on all open projects

Create project timeline along with budgeted hours in ConnectWise to ensure profitability and

accountability for project resources

Create Statements of Work and project milestones with all enterprise quotes

Meet with SLA clients and provide technological road map to ensure business continuity

Standardize processes for all deployments and migrations for Service and Project Teams

Acquire outside resources to complete projects outside of scope of service region

Project manager on all enterprise accounts, average of 3 to 5 concurrent

projects on a weekly basis

Weekly team meetings to drive projects and team accountability by presenting performance

metrics and plan of action to achieve goals

The Network Essentials Charlotte, NC

07/2010 – 06/2011

Service Desk Manager

Supervise and manage overall performance of staff

Manage daily operations and engineer scheduling

Ensure resources are properly allocated to maximize efficiency

Plan projects to ensure proper timeline and budgets are attained

Create documentation for training and standardization

Train employees and clients on procedure and software

Create career plans for employee growth

Create company profiles for workstation deployment

Proactively identify problems providing solutions

Design and implement backup solutions for disaster recovery

Assist with high level issues to find a solution

AREVA NP Charlotte, NC

08/2009 – 07/2010

System Administrator

Unlock and reset passwords in Active Directory

Remotely connect to users computers to install all software

Map network drives and printers

Create and maintain Outlook profiles

Assist with VPN connections and also home wifi networks

Reset passwords and purchase requests in SAP

Create and assist with FTP accounts

Support all Microsoft office products from installation to functionality

Support lotus notes users

Northrop Grumman Chester, VA

05/2007 – 12/2007

Technical Review Analyst

Reviewed all state orders through eVA, Arriba, and Lawson ticketing systems

Researched and ensured all equipment ordered would work with transformed VITA/NG network

Denied any orders that are not in scope with the VITA/NG partnership

Received all Internal Procurement Requests (IPR’S)

Attended daily meetings with tower directors to approve all orders and make sure budget review was attained

Presented daily metrics on orders received, completed, and issued to buyers

Located and expedited any orders that may be lost in the Arriba system

Key Projects

Allscript to EPIC migration, client had to upgrade all hardware which was imaged using Dell KACE

deployment hardware

Virtualization and hardware deployment of 3 host cluster to migrate 19 physical servers and deploy

two SAN’s for HA and redundancy

Enterprise Lync deployment for messaging and voice unification

eClinical works deployment and server virtualization for multiple site physician team

Enterprise Data Center commissioning

EDUCATION

ECPI College of Technology Richmond, VA

A.A.S IT\Networking and Security, July 2009

968 NW 2nd St.

Miami, FL 33128

786-***-****

adii4d@r.postjobfree.com

Carlos Ramirez

Contact this candidate