Franx Ramazzini
I.T. (Remote)
LAS VEGAS,NV
Summary
I.T. Support with 23 years of experience enhancing operations for organizations through information systems solutions. Proven track record of transforming specific business goals related to growth and efficiency improvements into new system designs. Knowledgeable innovator known for recommending new technologies to enhance existing systems and introduce new systems. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
2
2
Languages
Work History
Senior IT Analyst
Hughes Network Systems
05.2016 - 07.2023
- Investigated system issues and implemented resolutions to reduce downtime.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Assessed business requirements to create focused solutions.
- Improved systems with addition of new features and infrastructure.
- Participated in internal audits regarding quality management system.
- Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
- Researched and adopted new technologies to add value to existing offerings.
- Enhanced interfaces to promote better functionality for users.
- Enhanced and reconstructed computer systems to increase efficiency.
- Installed system updates to address vulnerabilities and reduce security issues.
- Monitored employee tasks to gauge business functions and inefficiencies.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Collaborated with upper management to drive strategy and implement new processes.
- Communicated and explained business requirements to team members to understand and implement functional demands.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Performed internal system acceptance to deliver well-tested enhancements and meet business requirements.
IT Support Specialist
United Parcel Service, UPS
01.2001 - 04.2016
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Delivered onsite technical support for 30 employees.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Monitored systems in operation and quickly troubleshot errors.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Researched product and issue resolution tactics to address customer concerns.
- Translated complex technical issues into digestible language for non-technical users.
Education
Computer Science
College of Southern Nevada
Las Vegas, NVComputer Science
Long Beach City College
Long Beach, CAHigh School Diploma -
Millikan High School
Long Beach, CA07.1996
Skills
Technical Support
System Troubleshooting
Training and Development
Team Player
Effective Communication with both technical and non-technical users
Customer Service
Technical Documentation
Analytical and problem solving
Product Testing
Implementing Hardware and software
Languages
English
Full Professional
Spanish
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Software
Windows, Office, Peoplesoft, HTML, Java
Timeline
Senior IT Analyst
Hughes Network Systems
05.2016 - 07.2023
IT Support Specialist
United Parcel Service, UPS
01.2001 - 04.2016
Computer Science
College of Southern Nevada
Computer Science
Long Beach City College
High School Diploma -
Millikan High School
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