Matias Ramos Email & Phone Number

Munro

Lavalle 1877, Buenos Aires

Joined the company as a tier 3 Backbone engineer supporting the line of products designed for Multimedia Contact Centers for customers located worldwide and became a SME (Subject Matter Expert) for Interaction Center turning into a point of contact for the rest of the team when complex issues need resolution.Received advanced training on the Avaya facilities in the US and India with the company’s development team. Conducted training for the rest of the support team to transfer the knowledge acquired during those travels.Managed several critical escalations for customers using Avaya products and managed, not only to solve the technical problems they were facing, but also to improve the image of the company with those customers.Usual tasks requires to lead conference calls between different teams and working on tight schedules to solve complex issues for Avaya's customers

In charge of support tasks for the DataWarehouse team.Load processes audits for different databases. These loads consist on extracts from several Avaya, Symposium and Cisco telephony switches. Data movement control. The tasks incluyes automated load processes and data aggregation, schedules administration, audits, etc.Monitor and failure research on the automatized processes and data reload when circumstances requires it. (Oracle and SQL Server environments

Leader of the Reporting y Analytics team for the GOS (Global Outbound Services) Team.Led the upgrade of the predictive dialer from Aspect and the implementation of Cisco’s IPCC solution. Creation, development, implementation and maintenance of personalized reports for production metrics analytics at agent and campaign levels on Oracle and Avaya CMS environments.Tier 1 support for Teletech’s proprietary software and from others like InSite, Avaya CMS, EyeQ360, Aspect Conversations, Channel Manager, etc.Database administration (Microsoft SQL Server, Access, Oracle and Informix)Analysis y design of productivity metrics in Call center environments.Administration and support for Aspect’s (Melita) Conversations 5.0 and 6.0 dialer systemsAdministration and support for Cisco IPCC/Calltech/OnQ dialer systems.Dialing strategies design and analysis.

Technical support for Motorola's cell phones for the US market.Customer care, cell phones' functions, capabilities and warranties.

The main task of the job was to be the local and national media contact to advertise the upcoming events organized by the Secretariat of Culture. These events included four national and International exhibitions and contests on different topics and also the Secretariat's Annual Exhibit which gathers around 40.000 people every year. Other events throughout the year included several theater plays, Jazz, Tango and Folk festivals, art and photography exhibits, etc.To successfully accomplish the above task it was required to write and send press releases to the media, prepare the contents to be published in brochures and the Institution's web page. The Communication Area was also responsible to develop new processes to improve the communication across the institution. These processes assisted on substantially reduce the amount of data loss and conflict that resulted from a fast growing environment with a highly bureaucratic structure.During this time we designed and implemented an early stage of the Berazategui's Secretariat of Culture filmic archive that contained video footage of all the different activities.

Build and repair of informatic equipmentSoftware and hardware update and repair (PC, printers, scanners, etc).Wiring, startup configuration and maintenance of different Networks.Help Desk for business' customers.In charge of Business' stock and cash

Education record

Social Communications, Communication And Media Studies