Jorge Ramirez Rivera
Guaynabo
Summary
Strategic Information Systems & Network Administrator with expertise in infrastructure management and disaster recovery planning. Works collaboratively with IT teams to implement threat-response initiatives and reduce vulnerabilities.
Overview
24
24
years of professional experience
Work History
Assistant Network Administrator
Plaza Provision Company
Guaynabo
07.2023 - Current
- Install, design, and support network components (including backup, security administration, routers, switches, workstations, user account management, email systems, including webmail server, Internet access, office systems, and application support) to support and/or integrate new projects.
- Set up workstations, deploy tablets, computers, phones, and/or new equipment.
- Maintain server, network, and desktop hardware, software, and applications.
- Analyze network data to determine network usage, disk space availability, or server function.
- Document network support activities. Define network policies and procedures.
- Evaluate network performance data to ensure sufficient availability or speed, to identify network problems, or for disaster recovery purposes.
- Design deployment hardware and software to ensure optimal resource deployment.
- Plan, implement, and support the network and IT infrastructure plan.
- Install network software, including security and firewall software.
- Manage projects and training according to agreed budgets and schedules.
- Manage virtual environment maintenance on Nutanix infrastructure.
- Manage virtual environment maintenance in Veeam Backup Software.
- Capable of managing a multi-site installation.
- Maintain backup systems and perform backups regularly.
- Strong understanding of networking, virtualization, and security infrastructure.
- Ensure network security and connectivity.
- Understanding telecommunication technologies: TDM, IP, VoIP, Ethernet, etc.
- Receive calls from customers, and report interruptions or problems with their services.
- Work with other team members, departments, and vendors as needed to ensure that everyone is functioning.
- Demonstrate high mastery in solving the most complex problems within the wireless and telephone line systems.
- Analyze data and performance metrics for potential problem areas.
- Monitor current computer virus reports to determine when to update anti-virus protection systems.
- Conduct risk assessments and execute data processing system tests to ensure the functioning of data processing activities, and security measures.
- Maintain awareness of emerging threats and vulnerabilities.
- Document policies, procedures, and testing of computer security and emergency measures.
- Ensure compliance with government and industry regulators.
Information Systems & Network Administrator
Univ. Central Del Caribe Bayamón
Bayamon
08.2012 - 07.2023
- Managing the computer center and servers of the network of UCC
- Supervise and coordinate the work and services offered by the staff of the Unit of Information Systems and Telecommunications
- Manage and maintain computer systems, printers, network panels and system wiring in fiber optic and copper in the UCC and HURRA.
- Coordinate with consultants and contractors of the UCC; repairs, improvements and changes to the servers and the network
- Conduct periodic audits to determine compliance and institutional policies
- Represent the institution in technical aspects of operation, maintenance and development of the telecommunications system of the UCC, as you feel delegate
- Evaluate existing equipment inherent to their area
- Advice on procurement policy and institutional equipment repairs computer systems
- Provide advice and training to technicians and users on the appropriate use of information resources and software
- Participate in studies to troubleshooting data processing
- Participate in various phases of systems development, new programs and the review of existing programs
- Conduct studies on the needs of current and future information management functions, and academic research
- Creating user accounts on the Institutional Domain
- Coordinate and participate in the activities of guidance and support to users of computer systems of the UCC
- Responsible for ensuring, through the mechanisms defined for IT, ensure the proper use of equipment and ensure it is in good condition
- Consistently responded to customer service emails within standard response window.
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices.
- Improved overall company performance through increased IT uptime and effective cost reductions.
- Developed online documentation for common processes for both support staff and end-users.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Executed scripts to communicate with back-end servers and provide real-time updates.
- Managed IT setup and service requests for hardware, VPN and Office 365 for local and remote users.
- Provided onsite IT and AV technical support for 5 staff members.
- Advised customers and users on required maintenance practices for diverse software systems to support OEM warranty requirements and industry best practices.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
- Created robust end-user self-service tools and documentation for Microsoft Office 365 support.
- Review and provide approval to quotes and requisitions for computer equipment, printers, software, parts and external services that are requested
- Prepare reports of work under your responsibility
- Perform other related duties with your position, as may be required by the Director of CRAI.
- Completed installation, configuration and patching of hardware and software for users.
- Trained new employees on support processes, procedures and knowledge base.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Conducted end-user training and provided technical support on hardware, software and network issues.
- Diligently followed up with customers about existing orders, informing on status and responding to questions.
- Managed user profiles, security access and shared file structures.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Create, delete and validate the permissions of users and computers in the Active Directory and Azure Active Directory
- Create and deploy security policies on the domain controller and Microsoft Office 365 Admin Console
- Backup: VEEAM Backup, Symantec Backup EXEC, Microsoft Data Protection Manger
- Firewall: Palo Alto, Cyberoam
- Monitor traffic
- Create security and NAT policies
- Monitor and create security policies for threats
- Generate and analyses reports of consumption of applications and high-risk URL’s
- Storage: DROBO
- Database: SQL 2012, 2008, 2005.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
System Computer Technician II
Univ. Central Del Caribe
Bayamon
08.2010 - 08.2012
- Identify trouble in computer systems
- Provide assistance and technical support to faculty, students and UCC personnel
- Installation, administration and maintenance of computer systems
- Attend requests of technical service received by telephone, electronic mail or referred by the supervisor
- Installation, configuration and troubleshooting of user’s applications
- Maintenance of printers, scanners, and equivalent equipment’s
- Report and coordinate the repairing of complex trouble in computer systems with the designated resources
- Train users in the basic operation and maintenance of computers and related equipment, operating systems, applications and electronic mail
- Prepare reports for assigned duties
- Create and request quotes for computer equipment and peripherals devices as required by the USIT Administrator and/or the CRAI Director
- Installation of structured cables in UCC facilities and HURRA
- Assists USIT Administrator in troubleshooting of data communications network
- Assists USIT Administrator in periodic evaluations on performance and security of data communications network
- Assists USIT Administrator in duties related to implementation or maintenance of the UCC servers
- Create and deactivate accounts in the UCC Active Directory
- Create and deactivate UCC emails accounts
- Credit in the print server the pages paid by students
- In charge of backups, testing and vault
- Performs miscellaneous functions as required.
- Identified hardware issues caused by component failures using approved diagnostic tools.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Coordinated with hardware and software vendors to obtain warranty services, external technical support and replacement products.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Installed appropriate security patches to eliminate security vulnerabilities.
Information Technology Technician
Re-Sources PR
San Juan, Hato Rey
01.2008 - 01.2010
- Receives trouble calls on equipment and diagnoses problems
- Monitors system-processing activities by observing computer console, peripherals input, and output to ensure maximum throughput of data
- Performs local and remote testing on equipment, including running computer programs to diagnose faults
- Performs equipment repair, builds cables, and replaces boards and components to identify or remedy failures
- Performs all functions required to prepare and install computers and related equipment, including connections to the data communications network
- Assists in preparation and installation of software and peripherals devices
- Assists in the diagnose and resolution of software problems
- Orders and inventories spare parts
- Evaluate requests for computers services, develops alternate proposals and recommend new applications
- Develops system specifications, test programs and compiles support documentation and manuals
- Implements systems and provides for ongoing maintenance and enhancements
- Trains users in the basic operation and maintenance of computers and related components
- Assists in the development of proposals for the procurement of Information Systems and services
- Operates other information technology related equipment such as scanners, printers, etc
- Performs miscellaneous functions as required.
- Implemented security fixes, operating system patches and antivirus software.
- Sanitized hard drives and wiped and completely cleared old hard drives from computers.
- Troubleshot and replaced hardware components, hard drives, memory and network cards.
- Resolved and maintained workstation issues related to upgrades, software and hardware failures.
- Utilized active directory to reset user passwords for employees.
- Researched and explored new equipment and techniques to improve processes.
- Upgraded laptops/desktops, improving speed and performance.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Assisted in technical support process refinement to improve customer service and support.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Organized repair and replacement of PC components and systems.
- Updated and reconfigured existing and new computers with current software and operating systems.
- Facilitated system migration projects during off-hours to avoid outages and network bottlenecks.
Technician
WorldNet Telecommunication
Guaynabo
01.2007 - 01.2008
- Installation, configuration and troubleshooting any WorldNet Telecommunication Network element
- Installation, configuration and troubleshooting user applications
- Installation, configuration and troubleshooting new hardware
- Create, implement and execute any especial report and presentation from assigned objectives
- Trains new or current employees on technical subjects such as LAN, Telecommunications and Computer basics
- Deploy and manages software and hardware maintenance and repair activities
- Diagnoses and resolves software and hardware problems
- Informs management of problems regarding computer equipment utilization
- Create and deactivate accounts in the Active Directory
- Management of licensing of Microsoft.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Trained customers on proper operation, maintenance and safety of newly installed equipment.
- Communicated directly with equipment vendors for defective parts return.
IT Tech Support
Eurobank
San Juan, Santurce
01.2006 - 01.2007
- Attend requests of technical service received by the system of "Help Desk", by telephone, electronic mail or referred by the supervisor
- Provide technical support to the users with the information systems and provide tools to them so that they make its functions more efficiently
- Solve technical problems of the operating systems or the banking applications
- Solve communication problems in the network and servers who serve to the branches and bank offices
- Install new equipment and systems on the facilities of the bank
- Report violations to the controls established in the information system
- Participate in the implementation of new applications.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Generated reports and updated files and documentation.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Removed malware and viruses from laptops and desktop systems using specialized software.
- Configured new employee work stations consisting of hardware, software and peripheral devices.
- Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
- Answered use and repair questions via in-person, email and telephone requests.
Information System Technician
Bayamon Health Center
Bayamon
12.2000 - 01.2006
- Technical support to users
- New applications trainer
- LAN, Exchange Server and Domain Controller maintenance
- Implementation and regulation of the HIPAA Law
- Implementation of security policies on the computer and server
- Installation, configuration and administration of applications
- Installation, administration and maintenance of working station, printers and scanners
- Equipment hardware assembly and repair
- Installation of cable cat 5e
- Security backup administration
- Inventory hardware and software
- Professional Skills Operating System knowledge: Windows 7, 8, 8.1, 10, 11 Mac OS X (Tiger, Leopard), Windows Server 2003, 2008, 2012, 2012 R2, 2016 and 2019
- Virtualization: Hyper-V
- Applications knowledge: MS Office 2019, 2016 2013, 2010, 2007, 2003, Visio, VIVO, RedCap, NComputing, Acronis True Image, Medical Manager, SES, DentalMax, Clinnet, Mas 90, Time Aide, Evolution, EntraPass, IWE Track, Deliwer, Wim, AS 400, Track It, Lotus Notes, Intersoft, CS4, Dameware, Bankware, Mortgageware, Worldcare, Visor, Custom Call, Microsoft Dynamics GP.
- Completed installation, configuration and patching of hardware and software for users.
- Trained new employees on support processes, procedures and knowledge base.
- Troubleshot daily IT desktop client issues, supporting multiple departments and various offices.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
- Conducted end-user training and provided technical support on hardware, software and network issues.
- Managed user profiles, security access and shared file structures.
- Built and maintained successful relationships with service providers, vendors, dealers and consumers.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
- Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes.
- Devised automation, backup and recovery protocols to preserve and safeguard data.
Education
B.A. - Computer Information Systems Management
Inter-American University
01.2008
Skills
- Software Management
- Virus Protection
- Performance Monitoring and Optimization
- User Support
- Problem-Solving
- Verbal and Written Communication
- Technical Troubleshooting
- Hardware Installation
- Vendor Relations
- Team Collaboration
- Application Configuration
- Security Needs Assessment
- Disaster Recovery
- System Testing
- Network Security
- Startup and shutdown management
- Controls, Recordkeeping
- Data Backup
- Troubleshooting Skills
- Network Administration
- System Diagnostics
- Equipment Maintenance
- DNS Lookup
- Script Writing
- Process Definition and Enhancement
- Self-motivation
- Mobile Device Management
- Server Event Logging
- Packet Loss Testing
- Documentation and Recordkeeping
- Requirements Definition
- Infrastructure Planning
- LAN and WAN control
- Testing and Quality Assurance
- Project Management
- Cloud Management
- Firewall Management
- Network Firewall Management
- Spam Elimination and Prevention
- VPN configuration
- Parts Inventory Management
- Attention to Detail
- Workstation Maintenance
- Automation Management
- Quick Learner
- Permissions and Access Control
- Virtual Machine Operation
- Router Installation and Optimization
- IP Addressing and Subnetting
- Remote Conferencing Support
- New Technology Integration
- Decision Making
- VoIP Systems
- Analytical and Methodical
- Server management
- Network troubleshooting
- Network configuration
References
Reference Available upon request.
Languages
Additional Information
- Working on CISA reports.
- Implementing DUO Platform.
- Working on security controls under the GLBA regulation
Timeline
Assistant Network Administrator
Plaza Provision Company
07.2023 - Current
Information Systems & Network Administrator
Univ. Central Del Caribe Bayamón
08.2012 - 07.2023
System Computer Technician II
Univ. Central Del Caribe
08.2010 - 08.2012
Information Technology Technician
Re-Sources PR
01.2008 - 01.2010
Technician
WorldNet Telecommunication
01.2007 - 01.2008
IT Tech Support
Eurobank
01.2006 - 01.2007
Information System Technician
Bayamon Health Center
12.2000 - 01.2006
B.A. - Computer Information Systems Management
Inter-American University
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