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Address: 309 E St. Ferdinand Pl, Tucson, AZ 85001
Cell: 520-247-9876 E-Mail: elinramirez43@gmail.com
Objective
·
My objective is to utilize my computer
networking, telecom, analytic problem solving, and interpersonal relationship skills
to assist business users to effectively use their information technology
equipment to maximize their productivity.
Profile
·
Over 8 Years of Information
Technology experience, providing excellent customer service by participating in
the sales, project management, systems engineering, and deployment phases.
·
My IT experience consists in
being an expert in Voice & Data technologies and understanding the
application of a converged network thoroughly.
·
My IT experience also includes
collaborating with various 3rd Party Vendors to interface systems on
an IP, serial, digital, or analog basis to solve unique business needs.
·
Most notably, my experience
consists of taking on projects involving unfamiliar software
applications/systems and meeting short deadlines with 100% customer
satisfaction.
Education
·
Bachelors
of Science in Management Information Systems (MIS) from The University of Arizona
Eller College of Management Tucson, AZ - May 2005
·
Associates in Arts from New
Mexico Military Institute
Roswell, NM - May 2000
IT Related
Job Qualifications
·
Worked
as the main contact for complex business applications for which I provided
management and support.
·
Interviewed
and shadowed business users in their work environment to successfully
understand their unique technical business needs.
·
Experienced
in translating technical jargon to the non-technical user
·
Experienced
working with Linux Platforms
·
Experience
with various web collaboration tools (i.e. LogMeIn, Teamviewer, GoToMyPC, etc)
·
Excellent
verbal and written communication skills in both English and Spanish
·
Integrity
to work with little or no supervision with exceptional work ethic
·
Positive
attitude, attention to details and sense of urgency in all work efforts
·
Extremely
comfortable presenting to C-Level audiences
·
Experience
with Windows XP, Vista, Server 2003
·
Expert
in utilizing, MS Project, Power Point, Word, Excel, Outlook and Visio.
·
Expert
in cable plant design, implementation, and troubleshooting
·
Familiar
with SIP Protocol and troubleshooting methodologies
·
Strong
knowledge of VoIP solutions, standards and protocols
·
Good
comfort level on multi-vendor environments and driven by the unknown
·
Experience
with VMWare Virtualization Technologies
·
Experienced
with Mobility and Video applications including Apple, Blackberry, Android, etc.
·
Driven
by continued education & training:
Expected completion of CCNA (08-01-11); Will continue to pursue CCIE
R&S certification; Seeking VMware VCP Certification
Certifications and Training
·
Cisco
Certified Network Associate (CCNA)
·
Certified
on the Mitel 3300/Mitel Communications Director
·
Certified
on the Mitel SX200 Installation & Maintenance
·
Certified
on all Mitel Mobility & Voicemail Applications
·
Certified
on Active Voice Repartee Voicemail Systems
·
Certified
on Mitel Standard Linux
·
Certified
on Oaisys Call Recording Systems
·
Trained
on VMware ESXI virtualization technology
Professional Experience
BestComm
Networks
Tucson, AZ
Sales/Systems Engineer November 2009
– Current
BestComm Networks is the sole endorsed
vendor of Mitel PBX systems and lead provider of HSIA (High Speed Internet
Access) equipment for the Best Western Hotel chain. BestComm is also endorsed by Choice Hotels
and maintains a hospitality portfolio that includes all other hotel brands
including Marriott & Hilton. BestComm
is an HP and VMware dealer providing cutting edge technology to large data centers
and small-to-medium sized company’s alike.
·
Perform
site surveys to qualify the needs of the customer and ensure that all
site-specific factors are considered.
·
Setup
demo systems and provide demonstrations to upper management individuals on the
effect that an upgrade or application of Mitel technology will have on their
bottom line.
·
Design
and implement converged Data/Voice networks utilizing QoS, PoE, LLDP, and CDP.
·
Evaluate
network designs and technologies and provide counsel to sales on implementing
Mitel mobility and Unified Messaging technologies to meet the needs of
prospective customers.
·
Provide
onsite support for local “Enterprise” customers and represent the competence of
BestComm Networks in the local market.
Major Accomplishments
·
Became
the sole local support representative for BestComm and have maintained a loyal
customer base of companies that have brought over $100,000 in revenue.
BestComm
Networks
Tucson,
AZ
Technical Support Specialist June
2004 – Current
Primary
Responsibilities
·
Design
data networks for new or existing hotels to accomplish 100% guest network
connectivity throughout utilizing various wireless, ADSL, or CAT5/6
technologies.
·
Create
complex ARS dial plans, call routing schemes, and incorporate trunk engineering
to accommodate unique telephony needs that are influenced geographically.
·
Provide
PBX tech support and provide emergency workarounds to hotels across the country
and the Virgin Islands
·
Provide
HSIA tech support to a multitude of hotels across the major brands including
Best Western, Choice, Marriott, and Hilton.
·
Configured
over 2000 Wireless Access Points for BestWestern Hotels across North America to
specifically fit each property’s guest internet access network during the
Chain’s “SpeedLinks” Project Roll Out
·
Configured,
flashed, and documented Ethernet Switches with custom configuration profiles
that incorporated “port-based” VLANS to provide a high-level of internet access
security within the hotels
·
Created
technical troubleshooting documents that were incorporated into each HSIA shipment
to facilitate onsite troubleshooting and installation of equipment
·
Developed
and managed a systematic RMA process that turned around over 1000 devices
during couple of years of the “SpeedLinks” Project Life Cycle
·
Assisted
in the evaluation of sub-contractors to ensure technical competence for the
installation of HSIA equipment
Major Accomplishments
·
Properly
diagnosed and successfully recovered over 20 “down hard” PBX systems remotely
through systematic troubleshooting techniques utilizing the help of non-technical users.
·
Saved
customers thousands of dollars of onsite technical assistance, by providing
them the technical guidance (remotely) to enable them to diagnose and fix their
own problems.
BestComm
Networks
Tucson,
AZ
Operations Manager
January 2007 – January 2011
Primary
Responsibilities
·
Oversaw
a team of 10 people that perform HSIA tech support, PBX tech support, shipping,
procurement, and project management
·
Developed
company policies to ensure a high level of customer service during office hours
and after hours
·
Conducted
weekly meetings to discuss team performance and measure performance against
company-wide goals
·
Discussed
individual job functions and procedures with each individual in the department
on a regular basis to ensure a high-level of efficiency and translated
individual job success to the company-wide goal
·
Collaborated
with CEO in developing pricing structure for technical support plans for
hospitality
·
Coached
technical support staff in the approach to answer technical support calls to
generate revenue
·
Scheduled
the dispatch of support technicians for local support and service
·
Scheduled
technicians for HSIA and PBX installations across North America and Hawaii
Major Accomplishments
·
Converted
a courtesy tech support service to revenues over $40,000 annually within a two
year period
BestComm
Networks Tucson, AZ
Field Engineer
January 2005 – November 2009
·
Provided
field support to clients by performing routine and moderately complex
activities to install, repair, upgrade, test, and maintain enterprise-wide
network/systems that involve telecommunications, LAN, WAN, distributed
processing, and client/server configurations.
·
Installed over 30 PBX systems across the
United States
·
Installed
over 30 HSIA systems utilizing CAT5/6, ADSL, VDSL, Wireless, and Fiber
technologies while adhering to strict network designs.
·
Installed
and troubleshot multi-system interfaces with 3rd party vendors
utilizing both proprietary and open source software
·
Collaborated
with subcontractors and client’s senior level management to deploy in-house and
outdoor cable plants
·
Served
as final resolution for both Data & Voice installations across the country
Major Accomplishments
·
Installed
a combination of over 100 Data & Voice systems across the United States
·
Maintained
100% customer satisfaction and through quality of work built long lasting
relationships that have resulted in references and return business that has
generated over $500,000 in business
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