Tami Ramos

Experience

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  Frostburg State University

  Nov 2004 - Jul 2005

  AmeriCorps VISTA

  Assisted local community outreach centers with the organization and instruction of small group trainings designed for overall community betterment. Attended at least two neighborhood meetings per month, providing instruction to community members on various subject matter such as effective communication and conflict resolution. Also organized additional classes for instruction by outside individuals and/or businesses.

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  U. S. Army Garrison Fort George G. Meade

  Dec 2005 - Aug 2006

  Child Development Center III

  Worked as a civilian contractor at the Fort Meade CDC III in the Lead Child & Youth Program Assistant role. Coordinated the care and instruction of both pre-toddlers and toddlers in a setting where the children received overall development in social and living skills. Planned, implemented, and approved daily lesson plans, attended weekly staff meetings, and organized room themes and activities.

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  University of Phoenix

  Jan 2006 - Jan 2011

  Alumni / Student
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  Army Community Service

  Sept 2006 - Dec 2006

  Employment Program Assistant

  Assist service member spouses with seeking employment. Provide resume building and job skills training. Perform client file management, give advice on how to use the public access computers, direct clients to requested information, and correspond with employers seeking interested individuals for specific positions.

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  Serco

  Jan 2007 - Aug 2007

  Transition Specialist

  Worked at Walter Reed Army Medical Center as a civilian contractor. Assist service members transitioning from Walter Reed who have been long term patients or those who have been assigned to and employed by Walter Reed who are separating from the military. Directly process Military Discharge Certificates by collecting and confirming data through source documents, produced transitioning orders that separate the service member from the facility. Maintain hard copy files, utilize the computer to organize and keep track of progress, and perform briefings on how to complete the fields of the Military Discharge Certificate document procedures for the transitioning process. Show less

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  United States Army Reserve

  Sept 2007 - Nov 2008

  Human Resource Specialist

  A member of the 400th MP BN. Performed duties as a Human Resource Specialist (non-payroll tasks) such as Non-Commissioned Officer Evaluation Reports, assisted with the Personnel Statistics/accountability, handled the first step in American Red Cross messaging, appointed as Battalion Retention Specialist working closely with both the Headquarters and regional Retention Non-Commission Officers. Performed duties in the Interment/Resettlement facility performing tasks such as records updating, inbound and outbound processing through the Detainee Management System, Detainee Reporting System, and the Centralized Operations Police Suite, served as a mail clerk for distributing Battalion and Headquarters mail. This period of employment was a result of a military deployment. Show less

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  US Army

  Feb 2010 - Apr 2011

  Human Resource Asst/S1

  I worked as a civilian contractor for the military for the 1-87 INF BN at Fort Drum. I provided assistance to a rear detachment unit by performing various HR tasks for the soldiers of the unit. Performed multiple tasks using eMILPO such as flagging actions, duty status changes, updating and generating SGLI and Emergency Contact information for soldiers, and adding pertinent information to the Enlisted Record Brief. Also, performed daily mail drops and pickups from the brigade, daily PERSTATS, and the weekly Rear Detachment Report during deployment. Additional tasks included numerous personnel actions and soldier requests needing administrative intervention. Show less

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  Active Network

  Oct 2011 - Aug 2012

  Participant Service Representative (FRTIB/TSP)

  Provide guidance and information to federal employees and uniformed service members for their Thrift Savings Plan investment accounts. Call center representative.

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  US Army

  Sept 2012 - Jan 2013

  General Clerk II / HR

  I worked at the Soldier Support Center as a civilian contractor. I provided active duty soldiers with the necessary tools for out processing from one military post to the next. Conduct daily out processing briefings to groups of soldiers. Attend the front desk and perform various administrative tasks.

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  IBM

  Apr 2013 - Aug 2019

  Customer Service Agent / Remote Access Security Analyst (USAID)

  Primary position involves working with remote security access tokens. I manage their disbursement and any related troubleshooting. Take incoming calls for technical issues primarily and troubleshooting. I work in a call center environment supporting our client, USAID. I intercept, document, troubleshoot, resolve and communicate issues via phone and a ticketing system on a help desk level. I utilize a knowledge base for analyst support. Directives given by management are also relayed to customers when immediate assistance is not available. I serve as a Service Desk Analyst in times of call surge. Show less

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  NTT DATA Services

  Aug 2019 - now

  Field Technician / Remote Access Security Analyst (USAID)

  Work in supporting our contract client. Intercept, document, troubleshoot, resolve, and communicate issues. Utilize a growing knowledge base for analyst support. Directives given by management are also relayed to customers when immediate assistance is not available. Part of an overall technical support services group of teams to assist employees within the agency.· Provide Tier 3 technical support for USAID’s global operations, assisting users across multiple time zones.· Primary Administer and support assistance for the agency RSA Security Console, issuing, assigning, and troubleshooting multi-factor authentication tokens.· Facilitate efficient troubleshooting of RSA SecurID operation and installation by coordinating directly with mission IT staff worldwide, mitigating confusion, and streamlining resolutions.· Perform audit of inactive token users as needed.· Utilize the ServiceNow ticketing system to manage requests for the RSA application and trouble tickets.· Develop real-time communication strategies during global outages to reduce ticket overload and minimize service disruptions.· Recognized by USAID Mission IT leadership as an essential resource, leading to direct retention by NTT Data during contract transition. Show less