Robert Tessnow-Ramirez
San Marcos,TX
Summary
Collaborative Technical Support Engineer specializes in exploiting internal and external relationships to synergistically tackle complex issues. Elicits aid from vendors, colleagues and other external sources to improve ticket responses. Combines personal expertise with diverse professional relationships to support maximum support quality.
Overview
14
14
years of professional experience
Work History
Level 3 Technical Support Engineer (IBM Cloud Object Storage)
International Business Machines (IBM)
07.2022 - 04.2025
- As a Technical Support Professional, I had helped resolve issues impacting IBM client business and played a key role in enhancing the client experience
- I lead the problem resolution process through analysis and troubleshooting of technical issues and problems, with a variety of complexity, through deployment of solutions or workarounds to ensure client satisfaction and minimize business impact
- Responsibilities included direct communication with clients, analyzing diagnostic information, troubleshooting, problem recreation and debugging client IT environments issues to determine course of action and/or solutions
- I created and reused knowledge assets and content to promote client self-sufficiency through digital solutions and improvement effectiveness of the IBM teams
- I coordinated and collaborated with development, services and field teams to ensure technical solutions are relevant, timely and effective
- I collaborated with development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback
- Supports both the IBM Cloud and On-Premise clients in finding solutions to technical challenges
- Knowledge of native cloud applications, REST API, S3, and SDKs
- Proficient with the Linux operating system and tools, such as JSON query, Awk, Sed, etc
- Programming experience in one or more scripting languages (Python, Perl, Bash, etc.) that can be applied to large data sets and automation
- Experience using analysis tools including ElasticSearch / Kibana, Splunk, and Jupyter Notebook
Level 2 Software Support
Modern Campus (Digital Architecture)
04.2019 - 07.2022
- Ensuring Application Stability in Linux environments
- 3 years working in and maintaining a Vagrant environment
- Providing daily ongoing frontend and backend support requests for 600+ clients utilizing DigArcs Connected Curriculum Web Applications
- Analyzing backend database management systems for data integrity and defects
- Correlating and interpreting logging data for initial triaging of reported issues
- Report building of sensitive data for both client facing and internal review gathered by creating various simple and/or complex SQL queries
- Interpreting and understanding data flow through various applications utilizing JSON, XML, HTML, CSS, JQuery, PHP, Python, and JavaScript
- Managing, screening, prioritizing, and identifying trends for support requests
- Directed and trained Tier I support level to provide in-depth resource and knowledge sharing
- Continually providing improvements on the application software systems through identifying defects and user story enhancements
Application Support/ PACS (Picture Archive Communication System) Administrator
VasoHealthcareIT
05.2018 - 04.2019
- Maintained productive, collaborative relationships with physicians, department managers and others in clinical leadership roles in order to achieve short- and long-term goals
- Mastered radiology / hospital information systems including General Electric Centricity PACS
- Directed and trained radiologist/technicians and new employees on proper workflow
- Assisted with IT management of patient data archive, vendor system support, computer archive systems
- Performed the on-site administration and management of end user training, security, and support for a 50+ Physician based clinical network
- Driving user satisfaction and confidence
- HIPPA compliance, MQSA/ACR standards documentation and review monitoring expertise
- Managed, and maintained Windows 2012 (Server and Linux server) dedicated as Store & Forward, as well as long term storage
- Assisted with standardizing all computer hardware/software and created a standard image for all PACS reading clients using Windows XP 64-bit OS
- Provide troubleshooting support for 50+ clinical sites to provide backend and frontend support for applications related to GE PACS system
Tier 1 Network Command and Control Technician
NetWolves Corporation
07.2017 - 05.2018
- Volunteered for additional tasks relating to Network Security – Troubleshooting incoming Network traffic | Monitoring of Network through IBM QRadar CyberSecurity Platform
- Responsible for the creation and tracking of all network trouble tickets, and change requests received by NetWolves Customers and Vendors
- Clearly documented data received from various systems and personnel into the NetWolves Trouble Ticket System
- Demonstrated understanding of the OSI Model layers 1-4, routing and switching, IP addressing (4 & 6) and monitoring of various network monitoring applications though troubleshooting processes
Program Support Specialist
Clearwater Vet Center
02.2016 - 07.2017
- Assisted with dissemination of general information regarding Veteran benefits and/or services
- Provided assistance to Veterans/Veteran students with general inquiries about Veteran benefits via phone or in person
- Maintained and organized veteran-related files
- Kept records or prepared reports for owner or management concerning visits with clients
- Provided information or referred individuals to public and private agencies or community services for assistance
- Submitted and reviewed reports or problems with superior
11-B Infantryman Specialist
United States Army
03.2011 - 06.2014
- Instructed and assisted with programming and management of handheld and stationary military radios
- Performed as a member of a team to accomplish essential tasks and objectives
- Aided in the mobilization of human resources and supplies
- Obtained excellent critical thinking and problem-solving skills
- High ability to follow oral and written instructions
- Leader of a team of 3 to perform essential tasks and maintain accountability
- Experienced in communicating professionally in oral and written reports and email
- Highly resourceful gathering information and material to complete the task at hand
- Uphold fundamental safety protocols in all performed tasks
Education
Applied Data Science - Data Science & Management Systems
MIT Professional Education
08-2023
Data Science And Data Management Systems - Information Technology
The University of Texas At Austin
10-2022
Master of Science - Software Development
University of South Florida
05.2020
Bachelor of Applied Science - Software Development
St. Petersburg College
12.2017
Associates in Science - Computer Program and Analysis
St. Petersburg College
05.2016
Associates in Arts, Cum Laude - undefined
St. Petersburg College
08.2015
Computer Science
California State University, Northridge
12.2010
High School Diploma - undefined
Fillmore High School
Fillmore, Ca12.2007
Skills
- Linux
- Windows
- Python
- Java
- HTML
- MySQL
- Tableau
- Git, AWS, S3
- SDKs
- Debugging
- Requirements gathering
- System diagnostics
- Application support
- Troubleshooting and diagnosis
Affiliations And Awards
- Applied Data Science Program MIT Professional Education
- IBM Cloud Operational Excellence & Resilience
- IBM Certified Associate Site Reliability Engineer (SRE)
- Principles of IBM Cloud Associate SRE
- Enterprise Design Thinking Practitioner
- Microsoft Technology Associate (MTA) 98-361: Software Development Fundamentals
- St. Petersburg College: Computer Programmer Specialist
- Student Veteran Association - Club Officer: Treasurer, 2014-2016, Responsible for club funds of $5,000
- St. Petersburg College award, President's Honor List for 3 semesters for maintaining a 3.3 GPA while enrolled in 9 academic credit hours.
- St. Petersburg College STEM Scholarship Recipient, 2016-2017
- Web Development Specialist Certificate, St. Petersburg College
- Eclipse for Java Developers, PluralSight, 01/08/19, Maven Fundamentals, PluralSight, 01/08/19
Area Of Specialization
Linux, Windows, PHP, Python, Java, JavaScript, HTML, CSS, MySQL, Python (Numpy, Pandas, Seaborn), Tableau, git, RESTful, S3, SDKs
Timeline
Level 3 Technical Support Engineer (IBM Cloud Object Storage)
International Business Machines (IBM)
07.2022 - 04.2025
Level 2 Software Support
Modern Campus (Digital Architecture)
04.2019 - 07.2022
Application Support/ PACS (Picture Archive Communication System) Administrator
VasoHealthcareIT
05.2018 - 04.2019
Tier 1 Network Command and Control Technician
NetWolves Corporation
07.2017 - 05.2018
Program Support Specialist
Clearwater Vet Center
02.2016 - 07.2017
11-B Infantryman Specialist
United States Army
03.2011 - 06.2014
Master of Science - Software Development
University of South Florida
Associates in Science - Computer Program and Analysis
St. Petersburg College
Associates in Arts, Cum Laude - undefined
St. Petersburg College
Computer Science
California State University, Northridge
High School Diploma - undefined
Fillmore High School
Applied Data Science - Data Science & Management Systems
MIT Professional Education
Data Science And Data Management Systems - Information Technology
The University of Texas At Austin
Bachelor of Applied Science - Software Development
St. Petersburg College
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