As a Technical Support specialist I am responsible for resolving the complicated support issues which are beyond the scope of the other support representatives. I am also responsible for determining if a customer problem is a defect in the software, and if so entering a detailed request to the development team specifying exactly what is needed to reproduce the issue.

As a QA Engineer for ECi Software Solutions, Eric Ramey is transforming as quality assurance leader working closely with the software development team writing T-SQL and C# CLR stored procedures and functions for this global software company serving small to medium-sized food and medical product manufacturing and distribution clients. Selected to convert critical sections of the code from C++ to C# due to attention to detail. Ensuring a seamless transition since the acquisition of ECi by Apex in 2017• Working with the development team on a 2-year project converting the MAX desktop application 2.5 million lines of code using C++ 6.0, Visual Basic 6.0, VB.NET, C#, T-SQL to a web-based application using HTML 5, JavaScript, C# and T-SQL• Developed and instituted the Install/Update/Diagnostic utility for the web-based application• Translated critical portions of the Material Resource Planning (MRP), Financial Integration, and Costing codes from C++ 6.0 to C# for the new product, increased performance by 50%• Implemented the Jenkins server to automate the process of building, obfuscating, and releasing the new product• Implemented the Jenkins server to automate the process of building, obfuscating, and releasing 90+ VB6, VB.NET, C#, and C++ projects into one distributable.• Managed Virtual Machines for QA and Development teams for regressions testing, including Windows Server 2008 R2 through 2016 and Windows XP through 10

As a Senior Customer Support Specialist for Exact, Eric Ramey propelled in collaboration with Support Specialists and the Quality Assurance and Development teams for this global software company with 2000 customers across the US, Europe, South America, and Mexico before and during acquisition by ECI. Product knowledge leader quickly researched and resolved customer-related issues and created follow up specifications for customer-requested product enhancements.• Reduced initial customer support response time to less than 1 hour• Maintained a minimum 80% of requests closed within 24 hours• Supported products with 23 distinct program modules and assisted customers with connecting to the application programming interface (API)• Closed an average of 5 support issues per day• Advised and helped 30 customers weekly

As a System Administrator for Turner Designs, Eric Ramey supported the IT needs of this small manufacturer of lab equipment, including installing software, upgrading hardware, and troubleshooting issues with the MAX ERP software package.• Administrate and support (hardware and software) 50 desktop users and 7 servers• Communicate with users to understand and solve their problems• Develop various utilities to automate user tasks• Maintained on-site Web and DNS servers