Project Manager Technical Support
Resume:
Robert M Ramos
**********@*******.***• 973-***-****
linkedin.com/in/robert-ramos-55640014• Union, NJ
Project Manager / Telecommunications and IT Technician / Security Specialist
Dedicated and results driven Telecom Project Manager with 25 years of experience by providing high-level technical support and leading successful telecommunications IT and security projects. Independent, self-motivated, disciplined and detail-oriented, with strong decision-making ability. Program Avaya phone systems from scratch to install. Install operating system as well as required software. Diagnose problems and provide resolutions on technical and service issues. Training on phones, Phone consoles, users and Administrator training. Proven expertise in project planning, execution, and team management. Provide input into the development and implementation of processes, procedures and standards. Ability to work independently on multiple projects and effectively meet deadlines. Experience in delivering services to customers with a track record of exceptional results. Create trouble tickets using MAS90, Mas100 and IT Glue. Program and install data switches, routers and wireless access.
Areas of Expertise
Avaya Telephone Systems
Avaya voicemail Systems
Server, PC and laptop
MAS90 – MAS100
TeamViewer
Ethernet, IP, VOIP
Status Solutions SARA system
Voice - Data Cabling
Software and hardware installations
Microsoft Teams
Microsoft outlook, Excel and Word
Router installations
Paging systems
Access Controls
IT Glue
Paylocity
Electricity
Battery Back-up
Career Experience
NewEra Technologies., Moonachie NJ October 2019 – September 2023
Unified Communications Engineer
Provide expert advice and solutions to clients, offering insights into technology strategies, infrastructure improvements.
Collaborate closely with clients to ensure alignment with organizational goals and fostering long-term relationships.
Performed migration of client's legacy systems to modern on premise and or hybrid cloud environment, optimizing performance, security, and scalability.
Trouble shooting customer phone system issues to provide resolution to customer’s issues.
Designed, Project Managed, programmed and installed; Hosted IP Office systems and on-premise Avaya IP Office solutions including Server Edition IP Office, Hybrid systems including IP and SIP Telephones, Digital and Analog Phones or devices.
Lead cross-functional teams in the successful completion of various projects.
E.comm Technologies., East Hanover NJ October 1999– Sep 2019
Senior Project Manager / Technician / Security Specialist
Collaborated with and empowered partners/consultants in evaluating specific client needs, crafting, and delivering cutting-edge telecommunications solutions for streamlined operations and efficient risk management. Orchestrated integration for remote and on-premises teams, raising collaboration and productivity. Design and present tailored technology solutions, leveraging e.comm’s offerings, to meet client objectives, ensuring seamless implementation and user adoption.
Designed, Project Managed, programmed and installed; Hosted IP Office systems and on-premise Avaya IP Office solutions including Server Edition IP Office, Hybrid systems including IP and SIP Telephones, Digital and Analog Phones.
Designed, Project Managed, programmed and installed; Status Solutions Situation Awareness Response Assistant Server known as SARA system for Single and Multiple School applications.
Ran and terminated Voice and ethernet cabling Cat3, Cat5 and Cat6.
Phone system and paging system integrations.
Integrations with access controls and Lighting equipment.
Project Manager, duties include to coordinate and program / project implementations, when ensuring they meet with the approved and accepted client requests, in addition maintain compliance as well as defined business needs and priorities.
Gather information, needs, requirements and features.
Create Spreadsheets to organize all details including floor plans.
Create database for many groups, access control, user rights, feature functions.
Programming IP Office Small Community networking including Centralized voicemail as well as Voicemail to email functionality.
Site meetings and surveys to decipher installation needs and requirements to ensure the smoothest possible installation.
Handle all projects from start to finish, including unboxing equipment, upgrade, program, test, install, user and administrator training.
Analyze network and equipment configuration problems and defects.
Respond to staff inquires and train technical employees.
Provide prompt, efficient, and accurate technical support via phone, email, remote connectivity and in-person interaction for customers as well as technicians.
Monitor and manage work order queues, escalating to third level support if needed.
Designed, recommended, and implemented hardware, software tools, and services that optimized operations, managed risk, and delivered measurable business value.
Spearheaded seamless migration of legacy Phone systems to modern on premise and hybrid cloud solutions, boosting performance and scalability.
Provide Technical Project Management to enhance Telecommunications opportunities.
Server and PC hardware and software builds.
Program network routers, switches, PC’s and network repeaters.
Warehouse/ Inventory duties included inventoried packages and parts received.
Skills:
Technical Skills:
VOIP Technologies
Telecommunication Infrastructure
School Security and alerts
Electrical 120-220V
Protocols and Standards:
TCP/IP, UDP
SIP, RTP
Tools and Software:
Telecommunications Software Suites
Cloud Technologies
Troubleshooting and Support
Diagnosing Telecommunications Issues
Quality Service (QoS) Management
Remote Troubleshooting
Customer Support in Telecommunications
Additional Experience
UC Engineer, Newera Technologies Moonachie NJ
Senior Project Manager E.comm Technologies East Hanover NJ
Field Technician Hillside, NJ
Electrician V.M.R electrical and alarms Jersey City NJ
Education
St Peter’s College, Jersey City NJ
Avaya Certifications
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