Ramon S.

Experience

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  FTI Consulting

  Jul 2004 - Apr 2012

  Security Analyst

  > Senior Security and Network Analyst - http://www.fticonsulting-latam.com • Support analyst by integrating a 24x7 monitoring team allocated to the customer's SNOC. Acting, in addition to the aforementioned functions, in networks, security and digital forensics. • Computational Forensics and management, deployment and network design with firewalls and VPN. • Network administration, planning (infrastructure) and vulnerability management. • Elaboration of projects involving Firewall/VPN/Security. • Creating documentations and procedures to standardization of all actions to use on monitoring SNOC. > Main Projects:• ACCOR; Migration of all Site Firewalls to Juniper SSG series and the Core Juniper in South America.• BELMETAL; Deployment Juniper SSG series on all sites and creation of all monitoring routines.• FTI SNOC; Participation on all customers’ routines to analyse and create the correct monitoring for each. Show less

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  AMIX Serviços de Informática

  Apr 2012 - Nov 2012

  Network Analyst

  • Conducting the investigation of vulnerabilities in customer networks and preparing reports showing all activities encountered. • Assistance in network planning (infrastructure) and backup routines. • Elaboration of monitoring projects of network devices and servers with IT support 2nd/3rd level.• Working as a security analyst. Planning, designing and executing these projects in customer companies. Main Projects:• GOL Airlines; Monitoring of all network devices, broadband, servers and generation of the Top Worst issues report every week.• AMIX SNOC; Monitoring of all customers with Zabbix and rootNet tools. Show less

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  Accor

  Nov 2012 - Jan 2018

  • Approval of new technologies for customers (guests) in partnership with the hotel team. • Projects, documentation and implementation of the new solutions with the partners. • Studying, identifying and implementing and managing innovative new technologies for hotel guests. Examples of delivered guest solutions are: Room Automation, new technological experiences for guests and get Statistics of Voice of Guest (Wi-Fi). Main Projects:• Testing new technologies to provide the best guest experience, such as facial recognition on hotel entrance, free of charge Arcade games in each hotel bar.• Inspection of the Wi-Fi signal in all of the hotels, maximizing the Internet experience.• Creation of Single-Sign-On (per device) in every Hotel Wi-Fi.• Elaboration of reports from VoG (Voice of Guest) and Medalia – Hospitality Management.• Splitting the Wi-Fi network in each room to provide a private LAN - Intelligent room (Google Chrome on Projector, Smart Mirror, Digital Locker and Room Music control by mobile phone and Colourful shower) ready to use. Show less • Acting with the configuration of the hotel infrastructure, offices and datacentre (Windows Client, Servers and Network). • Firewall and Switch Management in 320 hotels and 6 datacentre’s in South America remote and on-site (field engineer). • Elaboration of projects and monitoring projects of network devices, servers and IT with support 2nd/3rd level. • Standardization of IT in hotel units – PCI -DSSMain Projects:• Rollout Core Cluster Firewall Juniper SSG to SRX series and Rollout Core Checkpoint R77 to R80 Gaia. • Implementation of the NOC with Zabbix. Monitoring, support and network security and Cyber-security to all sites• 2nd place on “Accor Ideas” world-wide, presenting the project of standardization on all sites with a simple manual for the 1st level troubleshooting’s (do-it-yourself).• Generation of a single point of contact for all hotels (SPOC), one Landline and one email address for the Service Desk S.A. team. Show less

  • IT Analyst – Guest Technology and Innovation

    Jan 2016 - Jan 2018

  • IT Analyst - Security & Networking

    Nov 2012 - Jan 2016
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  Ignitus Limited

  Jul 2018 - Apr 2019

  IT Network Support Engineer

  • Receiving, prioritizing, documenting and actively solving requests from clients in a timely manner while manning support help desk. • Overseeing and reviewing clients’ IT infrastructure remote or local like a field engineer. (Including but not limited to servers, switches, storage devices, security & software applications, hosting, remote offices, Wi-Fi solutions hardware and software, backups, 1st line CCTV and 1st line phone systems). • Carrying out onsite visits to install, maintain and support the solutions provided by the Company (2nd/3rd IT supports level). Main Projects:• Rollout Windows 10 and monitoring by Solar Winds tool for all the customers. Show less

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  YO! Sushi

  Apr 2019 - Jul 2020

  YO! IT Support

  • Support, help-desk and monitoring 8x5 for all restaurants and HQ systems (1st/2nd/3rd level of IT support)• Device Management (Microsoft/Apple) /Epos Software and Hardware (ALOHA/NCR). • Microsoft Client, Server and Azure support. (Hardware and Software).• Support and monitoring systems (AD, Network, Operating Systems and Mobile devices) to maintain a high level of stability and availability and responsible for performing tasks in the field (field engineer).• Mobile Device Management for all the devices (MDM – Cisco Meraki). • Generation of PowerShell scripts to automate tasks. Create procedures and documentation of all projects and routines. Main Projects:• Migration of Windows 7 and Office/Exchange 2007 to Windows 10 with Office 365 for all users.• Standardization of the Outlook signatures on Office 365 by PowerShell script Show less

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  Nando's UK & IRE

  Nov 2020 - Jan 2021

  Service Desk Analyst

  • Perform hands-on fixes at desktop level, including; installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications (1st/2nd line support remote and on-site).• Participating in the creation of knowledge base and frequently asked questions.• Manage new starters and leavers processes to ensure all compliance objectives are met.• Deliver technology inductions to new starters.• Provide technical training to all users.

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  Ridgewall

  Feb 2021 - Oct 2021

  IT Field Engineer

  Accurately capture and process customer support requests to the agreed standards using Autotask, the Company ITSM tool.Ensure all customers are proactively communicated with in line with Company guidelines.Answering incoming calls and acknowledging emails in a timely manner.Identify Major / P1 incidents, gather full information and escalate where required.Troubleshoot and attempt to fix faults within designated parameters.Monitor, update and escalate tickets received by email to the next level if appropriate.To take ownership of user problems and be proactive when dealing with user issues.Proactively monitor all outstanding tickets to ensure those that can be are closed. Show less

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  Accor

  Oct 2021 - now

  Customer Technology Services Manager

  Working closely with the internal and external stakeholders (Technical consulting/ product engineering services/customer support) to ensure mutual objectives are achieved and are to client satisfaction. Accomplish financial objectives, both investment and operations by forecasting requirements; preparing and tracking an annual budget; scheduling expenditures; analyzing variances; initiating corrective action Solving day-by-day partner requests that are owner-specific or cannot be solved by the helpdesk. Continuously improving helpdesk knowledge on hotel and partner IT Specify that can be delegated as L1 activity.Recommend information technology strategies, policies, and procedures by evaluating organization outcomes; identifying problems; anticipating requirements. Monitoring and improving services delivered by Accor and Accor recommended suppliers. Creating/ implementing improvement plans if needed.Communicating consistently with customers throughout the customer lifecycle, escalating important issues where needed.Be in charge of all technical aspects of hotel openings, manage all third-suppliers involved and provide guidance to hotel owners. Show less