Jorge Ramos

• Performed troubleshooting on network related issues including LAN and WAN connectivity problems.
• Install and configure workstations, laptops, printers, and other peripherals.
• Assist in the maintenance of network infrastructure switches, routers, firewalls, and wireless access points.
• Deliver end user support services including installation, configuration, maintenance, repair, and upgrades equipment.
• Provided technical and operational support to users in the field.
• Ensured compliance with applicable policies and regulations relating to security and privacy.
• Maintained positive working relationship with fellow staff and management.
• Oversaw daily performance of surveillance systems including database storage.
• Performed variety of clerical and administrative duties pertaining to on-site support.
• Laid out cabling plans and ran through buildings to desired locations.
• Ran cables from existing patch panels to new patch panels to secure router and switches in proper location.
• Performed maintenance activities on existing cable systems, including troubleshooting problems with signal strength or clarity.
• Ensured that all installations met industry standards for safety and quality assurance.
• Inspected cable lines to identify any damage or corrosion that could affect service.
• Installed cabling from transport and wiring closets to customer access outlet.
• Climbed poles and ladders to install, maintain or inspect equipment.
• Ran wires between components and to outside cable systems.

Quantum World Technologies a subcontractor for HCL main contractor for Honda.

• Troubleshot and resolved problems with proprietary software developed for Honda, Acura, Motorcycles, and Marine as well as other vendors software.
• Provided remote support to end-users in troubleshooting application issues.
• Resolved complex technical issues by providing innovative solutions.
• Performed troubleshooting on hardware and software issues with professional timely demeanor.
• Used computer in analysis and solution of various business problems for the different types of dealerships.
• Troubleshot program and system malfunctions to restore normal functioning.
• Updated software versions with new installations to close security loopholes and protect users.
• Responded to assistance requests for users access control and worked with their local Honda Web account administrator to resolved it.
• Consulted via telephone to understand user problems, and ask probing questions to locate root causes and achieve first contact resolution.
• Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
• Created administrator accounts, set up permissions, and provided initial training on user account administration and Honda Web access control.
• Delivered remote Tier 1 to Tier 3 IT support for hardware and software to dealerships personnel.
• Served as first point of contact for incoming technical service calls and emails.
• Maintained up-to-date case documentation for future reference.
• Collaborated with other departments such Tools Center, Special Tools, Honda Finance, Dev Team, and engineering to deliver a seamless experience.
• Assisted customers with various types of technical issues with the financing software including restoring access.
• Used remote login tools to assist clients with software installations and troubleshooting, hardware troubleshooting, and fix malfunctions.
• Provided training and guidance to my team staff members as requested.
• Increased technical knowledge by reading knowledge base articles, previously fixed tickets and diagnostics information.
• Documented all activities related to technical support including processes, updates, changes made.
• Monitored customer feedback to ensure high levels of satisfaction.
• Worked with internal teams to deliver accurate information to customers and service accounts.
• Resolved record-breaking backlog of support tickets following major system malfunction.
• Identified potential areas for improvement in existing products or services to include eliminating a 24 hour wait period to regain access to the financing software.
• Ensured compliance with company policies and procedures regarding technical support operations.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
• Maintained records of data communication transactions, problems and remedial actions or installation activities.

• Provide Help Desk Support for enterprise level, highly dynamic environment, in timely professional demeanor.
• Assisted in network segmentation project which split it in 5 different collision domains.
• Created firewall IP reservations for network printers.
• Daily checks of printers, VoIP phones, switch cabinets, resource phones due to electrical power being provided by generators which let to frequent, partial power outages.
• User accounts administrator.
• Adobe licenses administrator.
• Office suite licenses administrator.
• Teams administrator.
• Share point access administrator.

• Assisted in development of IT infrastructure for FEMA Emergency Unaccompanied Children resettlement shelter on Fort Bliss, TX.
• Provided help desk support, in highly dynamic environment, with professional manner.
• Leveraged specialized knowledge to act as subject matter expert within organization.
• Identified opportunities to enhance specialization resulting in increased efficiency.
• Managed and resolved incidents according to service agreements.
• Provided technical support for customers in resolving complex issues.

• Transformed cables attached to wall with intermittent connection into mapped, reliable network.
• Implemented backup system which proved to be invaluable within weeks when 2 computers were infected with ransomware.
• Create, maintain daily backup image of each computer system
• Install, configure, upgrade Operating Systems including network configurations
• Provide desktop, laptop, mobile support, including procedural documentation.
• Respond in timely manner to call-outs.
• Prioritize manage many open cases simultaneously.
• Train end users on capabilities of available hardware, software, email security, network security
• Supported deployment of new Enterprise Resource Planning Software
• Provide support with Enterprise Resource Planning user accounts, passwords, access control.
• Office 365 administration
• Maintain company's Web page
• Recommend hardware upgrades, order, replace hardware / peripherals as needed.
• Create Art Work as requested by Graphics Department.
• Configured routers, switches and other networking equipment.
• Developed and implemented security policies to protect data, software, and hardware.
• Created detailed documentation of existing network infrastructure components.
• Provided technical support for users experiencing problems connecting to the network or accessing resources on it.
• Responded to helpdesk tickets regarding network connectivity issues in a timely manner.
• Analyzed traffic flow across multiple subnets using packet sniffers such as Wireshark or tcpdump.
• Managed DNS records including A Records, CNAME Records, MX Records.
• Performed periodic backups of critical network devices configurations.
• Maintained company servers, computers, printers, cables and other equipment.
• Maintained hardware and software for networks and assisted in installation and upgrade of servers.
• Acted as primary contact for computer hardware and software problems and network emergencies.
• Developed set of company-wide information assurance, security standards and procedures.
• Inspected existing wiring infrastructure to identify any problems or defects in the system.
• Ran CAT5e and CAT6 Ethernet cabling between walls and ceilings.
• Tested newly installed cables using specialized testing devices like tone generators or multimeters.

• Troubleshoot, repair, assembly of computer systems in accordance with customers' requests
• Installation, configuration of Operating Systems with other software
• Data backup, recovery.
• Hardware diagnostics, repairs.
• Peripherals installations.
• Built and repaired desktop computers according to schedule.
• Identified hardware issues caused by component failures using approved diagnostic tools.
• Detected and corrected error messages within software and hardware reporting systems.
• Identified and eliminated computer viruses and threats, implementing measures to protect against future data breaches.
• Installed appropriate security patches to eliminate security vulnerabilities.

SPAWAR MRAP integration program

• Assisted in the integration of communications, surveillance, and GPS systems for IMG Max Pro, IMG Ambulance, IMG DASH, BAE, and FPI family of military armored vehicles.
• Installed and tested new internal vehicle communications systems and video components.
• Operated specialty equipment, standard tools and gauges to complete assessments and repairs.

• Refuel aircrafts with proper fuel upon request with professional demeanor.
• Provide labs service upon request.
• Perform oxygen service upon request.
• Marshall aircrafts in when approaching FBO.
• Marshall aircrafts out in preparation for departure.
• Inspected equipment used in performance of line service duties regularly.
• Interacted with customers regarding their requests or concerns related to aircraft servicing or fueling.
• Supervised staff to ensure safe and efficient operation of all line services.
• Scheduled staff for adequate coverage of all line service duties during peak times.
• Managed daily operations of line service department, including personnel and resources.
• Assessed training needs for personnel involved in line services operations, providing instruction as necessary.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Resolved customer inquiries and complaints requiring management-level escalation.