Rafael Ramírez

Experience

• 

  MAPFRE

  Aug 2010 - Jun 2014

  Analista del centro de asistencia

  Analista de facturación.

• 

  APRIL

  Jun 2014 - Nov 2015

  Analista de datos

  Implementación y desarrollo de procesos bajo esquema ITIL.Diseño y creación de diagramas de flujo.

• 

  Cisco

  Jan 2016 - Jul 2016

  Engineer Customer Support

  Networking TraineeCCNA certification

• 

  HP

  Jul 2016 - Feb 2017

  Technical Support Specialist

  Soporte técnico a servidores.

• 

  NTT - Arkadin

  Feb 2017 - Sept 2017

  Technical Support (Voice and Video)

  Soporte a usuarios a para aplicativos de conferencia en vídeo y voz.

• 

  PepsiCo

  Sept 2017 - now

  - Management of internal Operations processes (Changes, Problems, Asset and Capacity Report Management).- Drives day to day operations and work plan allocation for all asset’s retirement (EoL devices) and asset update in MyIT Services (CMDB).- Capacity Report management (Follow-up to solutions needed due the links with high utilization).- Weekly and monthly status reports delivered to higher management.- Responsible for network service continuity to assure a healthy network (Networks devices and circuits) throughout service improvement programs (Capacity).- Business meetings engagement with various stake holders.- Perform trend analysis to identify top incidents and work with respective teams/individual to minimize the incidents.- Change coordination (Under ITIL process / Represent changes in CAB meetings for existing services in network).- Problem management for Operations (Under ITIL process / To complete all the process until it’s solution).- Partner with cross-functional teams as Delivery, BT and Cisco team for all ongoing projects/changes related to Operations.- Manage all solutions for problems, capacity and asset through a project management process. Show less - Network support solving the possible network issues, implementation and infrastructure delivery management.- Analysis and solution to network problems (Wifi / Ethernet / VoIP and Video).- Project delivery for Video Room and VoIP telephony equipment (Cisco and Polycom).- Knowledge in voice, video and data network architecture: (PBX, PSTN, DIA, MPLS, VPN).- User management in Cisco CUCM (Call Manager), Cisco WLC, Aruba.- Knowledge in routing protocols (BGP, eBGP, OSPF).- Project delivery for Cisco SW's, Routers, Access Point, and knowledge in PBX.- Scripts review and analysis in order to upload the configuration into SW, Router or PBX- Knowledge in circuits as well as its administration with the ISP (Telmex, BT and Level 3) and ASN.- Project coordination for circuit delivery with our ISP and implementation delivery with BT.- Creation and application of preventive maintenance routines. Show less

  • Senior Network Operations Engineer / Change Coordinator (ITIL)

    Feb 2019 - now

  • Network Engineer (Delivery IT Infrastructure)

    Sept 2017 - now