Systems Administrator / Helpdesk
Resume:
Irvin R. Ramos
Killeen, TX
*****.*.*****@*****.***
https://www.linkedin.com/in/irvinrramos
PROFESSIONAL SUMMARY
Systems Administrator and Military Veteran with a Secret Security Clearance and five years of proven experience in the United States Army. Accomplished measurable results while leading teams of 7+ in a dynamic, fast - paced environment. Possess a comprehensive background in systems and network administration derived from conducting domestic and global operations in Iraq and United States. Managed risk upon multiple lines to protect assets, property, and equipment valued over 3 million+ while meeting the expectations of senior leadership. Possess knowledge in systems/networks administration. Recipient of multiple awards for outstanding performance and professionalism. Career supported by a Bachelors degree in Architecture and multiple IT certifications. PROFESSIONAL EXPERIENCE
United States Army – Fort Hood, TX 2016 – Present
Systems Administrator
• Establish and maintain best practices, processes and procedures to underpin the onboarding, transfers and offboarding processes for 300+ AD Accounts.
• Assist customers with support for incoming queries and issues related to computer systems, software, and hardware. Perform call processing, incident management, service request management, and escalation of higher-level incidents and problems to other IT functional teams.
• Document, track and monitor requests/problems and actions per defined processes, ensuring timely resolution and end-user satisfaction. Support audit activities by providing policies, processes, and data/records
• General Duties- Answering phone calls regarding any IT issues or Telecom issues for employees and affiliates. Try to resolve all issues and if unable to do, escalate to second tier. Handle network, software and hardware issues
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities - Read technical manuals, dialogue with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Provide timely resolution of system/application problems as dispatched by the help desk through problem determination, ownership, root cause, problem logging and follow through to completion
• Solid knowledge of network fundamentals, including TCP/IP and DNS
• Walk customer through basic problem-solving process in a professional manner, providing guidance through each step and ensuring the problem gets resolved to the customer’s satisfaction
• Ability to diagnose and resolve on-site and remote PC related computing problems
• Working knowledge of Windows, Microsoft Office, communications software, virus protection, and diagnostic software,
• Experience using a ticketing system and providing excellent service delivery
• Direct daily operations of helpdesk, analyzing workflow, establishing priorities, developing standards and setting deadlines. Provide users with technical support for computer problems. Answer user inquiries regarding computer software or hardware operation to resolve problems. Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software, and all configurations. Diagnose, troubleshoot, and resolve hardware, software, or other network and system problems, and replace defective components when necessary. Irvin R. Ramos PAGE 2
Command Post Node (CPN) Administrator
• Serves as the Information Technology team leader for Field Artillery Squadron, 3d Cavalry Regiment. Manages information processing and user management for both tactical and strategic networks. Performs senior technician and administrative management functions for both network and telephonic systems. Trains Soldiers on the operation, installation and maintenance of the Squadron Command Post Node
(CPN).
• Managed $3M+ in classified equipment vital to national security and the safety of 7 employees; resulted in zero losses, and the continued integrity of all classified materials. Gonzalez Conill & Associates Engineers – San Juan, PR 2012 – 2016 Junior Architect
• Create architectural designs based on customer input and feedback. Adjust designs to meet the changing needs of clients. Adhere to all industry standards in design.
• Communicate with contractors and construction workers to implement designs. Extensive experience with AutoCAD, Sketchup, 3DMax and another CAD and 3D software. Conceptos Urbanos – San Juan, PR 2002-2011
Junior Architect
• Directed 5 staff responsible for the Development of detailed plans and shop drawing using- Autodesk- AutoCAD and Revit.
• Perform space planning according to building occupant count and existing interior architecture. EDUCATION
Bachelor of Architecture, University of Puerto Rico, Rio Piedras, PR – 2009 CERTIFICATIONS
CompTIA A+ Certification
CompTIA Network+ Certification
CompTIA Security+ Certification
CompTIA Server+ Certification
NOTABLE AWARDS
Army Achievement Medal (2)
Army Commendation Medal (3)
Inherent Resolve Campaign Medal
TECHNICAL SKILLS
IT Skills: Technical Support, Software/Hardware installation and configuration, Training and Mentoring Software: Microsoft Office, SharePoint, AutoCAD, 3D Max, Sketchup, Photoshop Operating Systems: Microsoft Windows
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