Raymond Ramirez Email & Phone Number

Netsmart

Avatar Support Specialist

• Support Enterprise Content Application running on AIX, Solaris, HP-UX, Linux and Windows.• Resolve problems with multiple databases included Oracle and MySQL.• Writing technical solutions published on company Website and procedures shared within support group. • Responsible for technically more completed sites and customers that require a high level of technical proficiency and top customer support communications.• Trained and mentored new employees.• QA and test development patches and product upgrades.• QA new product versions on product supported platforms.• Work with development group to track and implement product enhancements. • Maintained Server Lab used to install and test multiple versions of supported application.• Maintained high volume queue contacting customers daily.• Created custom solutions based on customers business needs.• Support web application running on Tomcat and IIS.• Member of 24/7/365 on call rotation.

• Provided technical support to customers who have purchased or are evaluating products.• Worked on Vista Plus, an enterprise information management solution that captures and stores critical information from various applications like Oracle E-Business Suite, PeopleSoft and SAP, as well as mainframe or legacy applications.• Supported the Vista client/Server application on various UNIX and Windows servers. • Databases: Oracle and MySQL.• Traveled to customer sites in US and Internationally to implement and train Administrators, application support teams and end users.• Maintained personal queue managing ongoing issues and working with development group when re-coding of product due to bugs and enhancement requests.

• Repair and calibrate AC and DC motors.• Designed and maintained repair equipment and field kits used by support team.• AC site inspection to insure correct power for system installations.• AC power cabling for large drives and servers.• AC power monitoring to ensure clean power.• HP mainframe systems Series 1000/A900 RTE systems used primarily at defense companies, military applications, and manufacture control. • Worked with MPE/MPE-IX series 3000 and 9000 RISC servers used in a variety of company types.• Primary Support person for medical billing offices, medical supplies, small hospitals and mental health sites.• Repaired all HP disk drives, disk arrays, various 9-track tape drives, including autoloaders and pneumatic machines, DAT drives and large high speed heavy volume printers.• Duties were to maintain and repair customers equipment onsite with minimal downtime for all levels of response and 24/7/365 sites.• Installed cabling at customer sites, data racks, and servers.• Accountable for pre and post sales support for contract base and new customers, managing and planning customer system moves, as well as training newly hired support persons.• Scheduled daily work and ensured customer needs were always met.• Interviewed potential new candidates for hiring.• Key accomplishments included a collaboration with support team to cut down company inventory, institute AM from home to on site to cut down on support team costs and get the team members on site earlier, which greatly increased customer satisfaction.