Ricardo Remacha

Experience

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  Cleartel Communications

  Jan 2004 - Jan 2007

  Customer Support Team Lead

  Inbound call handling for over 50,000 land-line telephone customers and dial-up subscribers. Troubleshooting dial-up and digital networking connections for customers using Windows operating systems. Comprehensive verbal and technical communication to coordinate repairs with Local Exchange Carriers (LEC) such as Bellsouth, SBC, and Verizon.Provided training and second-tier escalation point to department members across multiple call centers. Workforce management; monitoring queue and supplying hourly reporting of call center statistics and trends from Avaya BCMS. Show less

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  DSS, Inc.

  Jan 2007 - Feb 2018

  Managing a team of engineers responsible for development and production cloud operations. Managing cost, resource usage, availability, meeting quality of service agreements and compliance requirements. Providing monitoring of systems and log analytics to proactively resolve issues and minimize the risk of disruption. Overseeing DevOps processes from R&D and QA for release management from non-production to production systems. Capacity planning to reduce costs of delivering IaaS/SaaS solutions while maintaining customer performance demands. Working with internal business units and customers to obtain requirements and recommend the proper architecture for their cloud solution. Show less Member of infrastructure team responsible for data center operations for six branch offices and 500 users. Provisioning, configuration, operation and maintenance of physical and virtual environments. Addressing complex technical issues and offering engineered solutions for the enterprise including strategy, design and systems architecture. Monitoring and maintaining up-time of critical systems and enterprise applications. Evaluating modern technologies and working with vendors for procurement.Administered and maintained a multi-site, hybrid cloud virtual environment of over 600 VMs. Combination of VMware data centers, Hyper-V and public cloud.Upgrading primary data center and DR site to FlexPod converged infrastructure. Installation of hardware and migration of virtual environment and networking to Cisco UCS blade servers, Cisco Nexus switches and NetApp FAS storage. Show less Worked as consultant for Veterans Administration Medical Center (VAMC) IT staff assisting with systems administration, best practices, backup strategies, MS SQL Server maintenance, Active Directory, VMware virtualization and proprietary health IT software. Performing contracted managed service projects for VA facilities. Conducted monthly on-site visits to VAMCs to work with IT staff and personally address user issues.Managed services included on-site server maintenance, server upgrades, best practices consultation, remote software upgrades, software migrations and physical-to-virtual server migrations. Show less Provided remote assistance for nationally released health IT software to end-users and IT staff at VA hospitals via inbound calls, web requests, remote meetings and e-mail; maintained response times within contractual Service Level Agreements. As lead provided product education, training and second-tier escalation point for team members.Worked in project teams with business units (QA, R&D) and partner companies to ensure full product testing prior to release to VA facilities. Tasks included maintaining internal servers (Windows, CentOS) with latest product versions, error analysis, updating distribution points and software deployment. Show less

  • Manager, Cloud Operations

    Jan 2016 - Feb 2018

  • Systems Administrator

    Jan 2012 - Jan 2016

  • PM, Premium Support Services

    Jan 2011 - Jan 2012

  • Lead Technical Support Specialist

    Jan 2007 - Jan 2011
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  IVenture Solutions

  Mar 2018 - now

  • Cloud Services Manager

    Feb 2022 - now

  • Lead Virtualization Engineer

    Mar 2018 - Feb 2022
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  Juno Health

  Jan 2025 - now

  Director of Operations