Keith Ramage Email & Phone Number

United States

Bellevue, Washington, United States

Create and maintain the Azure Infrastructure for the Icertis Contract Intelligence, ICI, application. Ensure smooth running of the many different ICI Customer systems.Monitor Critical ICI Application Infrastructure and Services to minimize downtime and ensure availability.

Bellevue, Wa

Work with Icertis Infrastructure in the Microsoft Azure Portal. I'm also working to set up and configure the Infrastructure for the Icertis ICM application in the Azure Government, portal.azure.us, Icertis Tenant.

Bellevue, Washington

▪ Work with a Web Based application, hosted in Azure, to identify and resolve user, application, and database issues.▪ Responsible for writing SQL SELECT statements to identify problems and UPDATE statements to resolve them. Also, responsible reviewing, approving, and executing SQL statements for others on the Support Team.

Bothell, Washington

• Increased Client Satisfaction scores from 82% Satisfied to 95% Satisfied within the first year, based on survey results. Increased Top Box “Very Satisfied” survey scores from 60% to 81% in the second year of leading my team of up to 13 Technical Support Representatives located across 5 offices and remote locations.• Maintained 100% client Satisfaction while leading a team of technical support representatives with no training for a specific D+H product. The team had no training or experience with the product and obtained 100% client satisfaction, with 77% of the clients being “Very Satisfied” for the first four months alone.• Created a series of technical and problem solving questions for the hiring process which increased the hiring of highly successful Support Representatives.• Successfully researched and created training material for Support Staff and customers on SQL Server Reporting Services, SSRS, and its unconventional integration with company software.• Built strong ties with Product Management, Engineering, QA, Implementation, and Sales to identify and resolve client issues and provide a better client experience; resulting in faster processing and resolution of escalations.• Successfully lead a Technical Team to create, setup, and provide support for Trainers, Presenters, Marketing, and Sales at the company’s annual conference (which is attended by more than 900 clients and prospects) for 8 years.• Created and successfully delivered Technical Training sessions at companies annual conference to groups of between 10 and 200.

Bothell, Washington

• Received company “Pillar of Excellent for “Client Focus” award for “dedication and hard work with a challenging client”, for collaborating with and coordinating multiple teams both from the client and within the organization”.• Worked closely with clients to resolve performance and other issues with Microsoft SQL Server.• Instituted additional reports and procedures that increased the efficiency of the team, increased the timeliness of contact with clients, reduced the time to resolution, and increased the number of issues resolved per member of the team.• Developed and regularly reviewed standards, procedures, processes, documentation, and training for both team-wide and client implementations to increase efficiencies and effectiveness, resulting in an increase in successful upgrades and a decrease in client support cases.• Worked closely with customers to develop individual Project Plans for the upgrade of our products in their diverse environments and ensure a smooth upgrade with minimal down time.Excerpts from Manager’s comments in Reviews:“Keith is a critical resource for many departments outside of Support. Sales, Training, Professional Services, Product Management, Software Development, and others all requested assistance from Keith due to his product and technical knowledge. He approaches each request with professionalism and care and often comes up with improvements and additions to the requests. Keith’s role requires perhaps the most flexibility of all the Support team as the most difficult of all situations land on Keith’s desk. This means he is involved with nearly every complex, urgent situation that arises. It is not uncommon to find Keith assisting someone on a WebEx with one customer, while emailing a solution to another, and instant message with Product Development for someone else on a differ issue. And does a tremendous job with each.”

Bothell, Washington

• Created training programs and materials and also conducted individual and team training to allow for better, more consistent training and to expand understanding of company software.• Traveled to customer sites on short notice to resolve issues that could not be handled remotely or to demonstrate company commitment to client.• As subject matter expert responsible for identifying and resolving new issues in a timely manner and was the final escalation point for all issues.• Designed, created and Managed virtual servers using Microsoft Virtual Server, VMWare ESX Server, and VM Workstation, to provide staff with standard images of different versions of software. Servers and images were also used to test upcoming releases and resulted in identifying bugs before the release.• Tested installer for new releases to ensure it could handle the many different configurations and environments used by customers.• Excerpts from Manager’s comments in Reviews: “Keith created and provided new hire training for 4 new members of the team. He also became the technical spokesperson in the weekly product meetings and became the sole path for all technical escalations. Keith also created and taught our first product technical class designed to assist our customers with their upgrades. This class had a huge customer turnout and was an overwhelming success. Keith’s ability to research, identify, and explain complex problems and processes in a way that is easily understood by both technicians and customers alike has been a critical component inthe success of the entire support team.”

Bothell, Washington

• Utilized strong troubleshooting skills to consistently resolve more customer issues than other member of the team while also maintaining the shortest time to resolution.• Provided outstanding support for customers for 15 different software products, from a 20-year-old DOS based application to a new .Net based application with a SQL backend, Delphi middleware components and IIS Web front-end; as seen by my 94% Client Satisfied survey score and an 83% Very Satisfied score for more than 2 years.• Managed team lab of 8 servers and assisted team with problems on their individual test machines.• Researched, created and distributed technical information for our products via White Paper documentation and Knowledge Base articles to help team members and customers with our products.• Excerpts from Manager’s comments in Reviews:“Keith’s ability to organize and prioritize tasks gives him the ability to accomplish more than many others within the same amount of time. Keith also utilizes any “free time” in investigating and learning more about our products and in turn creating or updating whitepapers in order to share the knowledge he has gained.Keith’s persistence in everything he does means he leaves no tasks unfinished, nor does he push his work to others to complete.”

Redmond, Washington

• Directly responsible for maintaining 75 workstations, 15 Laptops, and 10 servers for the Ma 24x7 Operation Center. Performed daily tasks including troubleshooting problems with workstations and servers, assisting users and customers with questions and problems, installing security patches, processing Change Requests, and working with accounts and access to file shares.• Investigated and implemented Hardware Monitoring on servers allowing for the early detection of potential problems, freeing up 3 to 5 man hours per day and improving the responsiveness of our team allowing us to maintain a 99% server up time.• Successfully researched solutions to problems and questions and created customized technical reports and training material.• Implemented monitoring of SQL servers using a proprietary tool (Vision7), including database capacity alerts, consistency checks, blocked processes thresholds, log space/size alerts, database backups to disk and database backups to tape.• Troubleshooting of various SQL 7.0 and SQL 2000 issues including SQL Server jobs, replication, and log shipping using SQL Administrative tools. • Responsible for second level triage on over 1,000 MSN Passport servers and 7,000 MSN servers worldwide.

Redmond, Washington

• Worked as primary support at Microsoft MSN 24x7 Support Operation Center (SOC), troubleshooting problems more than 3,000 NT4, Windows 2000, IIS 4.0 & 5.0 and SQL 6.5, 7.0, and 2000 Servers and the underlying network. Our group handled more than 2,000 issues each day.• Experience with Windows Load Balancing on NT 4.0 & Windows 2000 NLBS, Advanced SQL Clustering (SQL 7.0 & SQL 2000), Storage Area Networks and Fiber Channel Switches, and Server Performance Monitoring.• Successfully researched solutions to problems and questions and created customized technical reports and training material.• Researched cause and developed a solution for recurring problems that freed up 8 man hours per day, allowing more time to handle other issues.• Responsible for first level triage of over 3,000 MSN servers.

Bachelor Of Arts (Ba), Communications

Activities and Societies: Ombudsman's Office

Database Administrator Certificate, Microsoft Sql Server Administrator

Database Administrator Certificate Capstone - June 2017 Introduction to Tableau - Mar 2017 SQL Server Reporting Services (SSRS) - Feb 2017.

Mcse Certificate, Microsoft Certified System Engineer

Obtained Microsoft Certified System Engineer Certificate