William Aaron Ramos
Information Technology Systems Administrator
Archbald,PA
Summary
Experienced Systems Administrator with six years of expertise in design, development and maintenance of complex software and management of server infrastructures and data center operations across operating system platforms. Highly proficient in implementing enterprise solutions for business applications in broad scale, web-delivered environments. Determined to deliver best technical solutions to meet functional and business requirements. Diligent troubleshooter, with strong communication skills to interact effectively with employees and departments various IT environments. Flexible with positive work attitude focused on producing results under tight deadlines. Demonstrated understanding of the Software Development Life Cycle.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Systems Administrator
The Black Tux
Pittston, PA
09.2021 - Current
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Created patches and solutions to fix bugs in existing applications.
- Mentored employees and offered constructive feedback for performance improvement.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Monitored networks and network devices to resolve technical problems quickly.
Information Technology Specialist II
The Black Tux
Pittston, PA
09.2020 - 09.2021
- Facilitated best user experience through continuous support and communication of system changes.
- Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
- Supervised and monitored delivery of contractual services according to SLA agreements.
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Used ticketing systems to manage and process support actions and requests.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted with updating technical support best practices for use by team.
Systems Analyst
The Black Tux
Pittston, PA
05.2019 - 09.2020
- Conducted system analysis and implementation to maintain and improve computer systems.
- Diagnosed, troubleshot and resolved network and system problems.
- Trained users and supported variety of problems with hardware and software.
- Collaborated with upper management to drive strategy and implement new processes.
- Carried out day-to-day duties accurately and efficiently.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
PA Reporting Analyst
TMG Health, A Cognizant Company
Jessup
11.2016 - 05.2019
- Responsible for managing and producing multifaceted measurements presentations for Account Executives and their account teams using data inputs from multiple tools and sources
- Collected data from SQL results, Excel Spreadsheet, Various databases, Microsoft presentations, and other related software
- Delivered on demand reporting that captured measurements and performance in accordance with contractual agreements
- Organized and prioritized work to meet deadlines, prepared and presented oral and written communications, resolved problems and presented recommendations
- Provided effective customer service, conducted research and/ or statically analysis and compiled results
- Established and maintained effective working relationships with other teams, customers, and colleagues
- Selected Contributions:
- Responsible for completing daily scheduled reports
- Deliver Ad hoc reports to both internal and external clients
- Ad-hoc reports consist of creating stored procedures, tables, and views within SQL 2012
- Key in aiding the departments in achieving team SLA goals, and saving healthcare companies in over spending
- Work along side fellow reporting analyst and help them development, complete, and perform exquisitely on their requested Ad hoc reports
- Executed daily updates using Microsoft excel and pivot tables
- Gathered data from Diverse sources and created automated reports
- Provided software usage guidance to junior team members, vlookup, pivot tables, and SQL scripting
- Passed on knowledge of creative troubleshooting to junior team members.
Client Support, Processing Analyst
Sanofi Service Desk, UCB
Pittston, PA
12.2015 - 11.2016
- Delivered outstanding, by working with the client and fellow team members to determine the best course of action based on business and IT needs
- Provided the continual support through providing advice on C3I products, ticket tracking, reporting and escalation as needed and in line with client contractual arrangements
- Acts as liaison between the IT and HR departments, providing support with onboarding through use of requests and access management
- Used an Excel and Microsoft Access database to track all access requests, this report is then updated daily for service desk managers in Barcelona and America
- I was also tasked with representing Computacenter at weekly meetings to provide feedback to the service desk managers in Barcelona
- Selected Contributions:
- Key in aiding the departments achieving team SLA goals, and achieving an excellent rating through client satisfaction questionnaires
- Quickly mastered new skills, assigned as mentor after first month in production
- Selected by leaders to conduct new hire training in customer service, building rapport and client satisfaction for one of the company’s largest accounts
- Created new JML processing for onboarding which is now standardized and used globally,
- Resulting in recognition by UCB and Computacenter for outstanding communication and processing of all new hires.
Education
Bachelor of Science - Information Technology
08.2013 - 12.2015
- Member of Chi Alpha Epsilon National Honor Society
- Awarded Keystone College Information Technology Scholarship
- Dean's List each semester from the years of 2014-2016
Skills
Dependable and Responsible
Timeline
Systems Administrator - The Black Tux
09.2021 - Current
Information Technology Specialist II - The Black Tux
09.2020 - 09.2021
Systems Analyst - The Black Tux
05.2019 - 09.2020
PA Reporting Analyst - TMG Health, A Cognizant Company
11.2016 - 05.2019
Client Support, Processing Analyst - Sanofi Service Desk, UCB
12.2015 - 11.2016
Keystone College - Bachelor of Science, Information Technology
08.2013 - 12.2015
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