Adam Ramirez Email and Phone Number

- Manage End User Support Services for Woodbridge, Pittsburgh, Houston, and Tulsa corporate offices plus 12 East regional sales offices- Manage North America Wireless Services team which covers wireless services and support for North America operations- Manage trade floor support teams for Houston, Calgary, and Metropark offices- Manage support coverage of personnel for Metropark, Pittsburgh, Houston, and Tulsa offices- Liaison between various vendor network/telecom groups to ensure proper maintenance and support of network infrastructure for US operations- Manage support schedule for regional sales offices which includes site visits, end user support services, infrastructure management, project management, and telephony management- Create, implement, and maintain polices and procedures for support of the HEM production trading environment- Created and implemented BCP policy for the Metropark Trade Floor. This consisted of working with business heads and technical teams to ensure business continuity due to weather/natural disaster.- Negotiated SOW and managed implementation of IPC Unigy system for company wide turret system.- Negotiated SOW, contracts, pricing, and implemented Cloud 9 turret system to be implemented company wide. Project had budgeted to save company up to $250k over 3 years in opex costs. - IT Project Lead for office move from Woodbridge office to new Metropark office. - IT Project Lead for SAP Accenture Transition project which required Goal outline creation between three parties, coordination of Site to Site VPN creation, Migration of e-mail accounts from Hess to Direct Energy, coordination of AD security for all users of the Accenture team, coordination of application security for all users of Accenture team, documentation of support process and procedures on Go Live +1, and sign off of project completion to Accenture, Hess, and Direct Energy satisfaction based on specific goal outlined.

- Change Coordinator Manager for all DEU IS changes to production, test, and development environments- Incident and request management of problem issues/request within DEU IS support team via ServiceNow to ensure prompt responses to issues- Manage Offshore Support Team by ensuring proper coverage of overnight runs, maintain knowledge sharing between onshore and offshore teams, and create and maintain processes and procedures for offshore support team to follow- Managed and directed Offshore Support Team transition project from Wipro to Sapient. Included negotiating Service of Work agreement, creating and approving transition plan, and approving knowledge transfer between the two teams. - Monitor daily scripted job runs within Control-M which process pricing, curves, validation and closing data.- Frontend support for trading system OpenLink Endur which consists of account/security management, session monitoring, and EOD job maintenance- Frontend support for trading system Allegro which consists of account/security management and workflow coordination of account creation with SQL DBAs- Maintain Runbooks for Market Data systems and Trading Systems to ensure proper documentation- Maintain working relationship between Risk and Market Data team to ensure processes are efficient

2011 Direct Energy Positively Charged award winner - Amazingly Friendly (Fall)2012 Direct Energy Platinum award finalist - Amazingly Friendly- Provided day to day support for Direct Energy Upstream Power, Gas, and Options traders which included ICE, OpenLink Endur, Bloomberg, and other various in-house trading systems.- Provided support for top-level executives including CEO, CIO, CFO, and President of DEU.- Provided telecom/turret phone support for the trade floor which includes coordinating communications and meetings with outside vendors and Telecom companies. - Maintained inventory controls for all computer and network hardware- Troubleshoot Network/Wintel issues and escalated these issues to the correct teams- Maintained IPC equipment and broker lines. Included maintaining relationships with broker Telecom teams- Worked with business leads in creating a DR plan for both Trading and Realtime desk- Setup and coordinate business level Town Halls and other large meetings with internal Communication team, outside vendors, and meeting place facilities.- Established and maintained relationships with all desk leads to ensure all support needs were met- Maintained list of recorded lines for Compliance team- Provided support for other desktop support personnel for the rest of corporate office- Coordinated migration from old squawk box to IPC turret system.- Worked on various projects within the organization including QsE Integration, IPC implementation, redesign of Energy Trade floor, creating an OCR scan solution for Legal team, Win 7 rollout, and build out of DR sites in West Houston and Austin.

2010 Macquarie ITG Award Recipient for Excellent Customer Service• Responsible for overseeing support services for Houston FICC office and Americas West Region which includes Los Angeles, Denver, Calgary, and Toronto offices• Support Gas, Power, and Oil Traders with real-time support on ICE, Reuters, Bloomberg, CQG and other real-time market data software• Provide support to other Dealing Room Support personnel on issues that require escalation to other ITS teams• Organize and maintain support personnel time schedule to ensure maximum support for the trade floor• Created and implemented New Hire procedures for the Houston Office• Collaborate with NYC and London Dealing Room Support teams to ensure support procedures are implemented globally and maintain communications among teams• Manage, organize and delegate internal projects to other team members to ensure organized and timely completion.• Maintain productive relationships with all group heads to ensure all support needs are maintained and planned.• Maintain Houston Blackberry Enterprise Server• Responsible for monitoring Americas BDT Remedy queue and ensure open tickets get addressed in a proper manner• Maintain file share quotas for each of the groups within the FICC business• Maintain mailbox quotas for each of the operating groups within the FICC business• Analyze IT risk on a day-to-day business when implementing policies and procedures within the group.• Worked on various local, regional and global projects such as Constellation Downstream Division/Macquarie Cook Energy merger, Global ITS Focus Group to implement changes to Global Support Model, Vasco remote token rollout for Americas region, SCCM rollout in Americas Region, consolidating and deleting e-mail distribution list, relocation of Trade Floor from 33th floor to 31st floor, and Austin DR site preparation

* Support Gas Traders, Gas Schedulers with real-time support on ICE, Reuters, Bloomberg and other real-time trading software * Responsible for accounts payable items for Trade Floor Support – Houston * Worked on various cost-saving projects * Provide support for CEG downstream users * Provide support for CEP upstream users on their specialized apps * Provide remote and local support for CEG Portland office * Provide support for Constellation Gas Control and Dispatch users

* Support corporate and remote users of Cyberonics standard software in a Microsoft environment * Maintain security on Organizational Units and User Accounts in Active Directory * Maintain mailbox security rights within Microsoft Exchange Server 2003 * Create and maintain corporate and remote images with Microsoft Sysprep and Norton Ghost * Worked with company internal auditors and external government auditors to produce security results that were requested. * Automated image process to require minimal user interaction * Maintain inventory of network printers and print server with current drivers and multiple print driver configurations * Run software inventory queries using Configuresoft * Maintain dummy terminals within manufacturing assembly and clean room areas * Streamlined scan process for Quality Assurance department * Assist other support specialists with complex computer issues * Maintain scan server to ensure that all corporate users have scanning capabilities * Assist Telecom team in resolving Blackberry and telecom issues

* Supervised help desk technicians to ensure proper customer service * Created and implemented Help Desk procedures, policies and schedules * Project Management Lead for several regional and nationwide projects * Managed customer internal technology costs * Managed and organized internal projects within the group to ensure completion * Assisted Help Desk technicians with complex computer problems * Created separate test network environment for testing changes * Created and implemented security policies for the local domain * Migrated the local domain from Windows NT 4.0 to 2000 * Maintained LAN/WAN connectivity between local office and client sites * Maintained LAN/WAN connectivity for local office to other corporate offices * Created Disaster Recovery procedures for servers and network infrastructure * Created and maintained tape backup servers and restoration of data * Maintained file and print servers, Microsoft Exchange servers, RAS servers, and application servers * Maintained security tools for network infrastructure * Maintained trust relationships between local domain and client domains