Justin Ramos ITIL

Director of Service Delivery at Auditmacs
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Contact Information
us****@****om
(386) 825-5501
Location
Metro Jacksonville, US
Skills

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Credentials

  • Lean Six Sigma- Green Belt
    ezCertifications - Professional Certifications Made Easy!
    Dec, 2016
    - Sep, 2024
  • ServiceNow System Admin
    ServiceNow – The Enterprise Cloud Company
    Jul, 2016
    - Sep, 2024
  • ITIL
    ITIL Certified
    Mar, 2014
    - Sep, 2024

Experience

  • Auditmacs
    • United States
    • Information Technology & Services
    • 1 - 100 Employee
    • Director of Service Delivery
      • Sep 2019 - Present

  • ICX Managed Services, LLC
    • United States
    • IT Services and IT Consulting
    • 1 - 100 Employee
    • Director Of Services
      • Jun 2019 - Sep 2019

    • Service Desk Manager
      • Aug 2018 - Sep 2019

    • Director of Enterprise Support
      • Aug 2013 - Aug 2018

      o Lead a service desk team of 10 client support specialists.o Provide detailed reporting on all service desk metrics. (SLA's, CSAT, new/closed/ in-progress tickets, calls handled, abandoned percentages)o Coach team members and leads on all products and services offered by Auditmacs.o Build lasting relationships with clients and vendors.o Lead and coordinate client stewardship meetings.o Work with client POC’s on contract renewals and or any support related matters. o Work with internal departments on improving efficiencies that directly affect the client experience.

  • Verizon Wireless
    • United States
    • Retail
    • 1 - 100 Employee
    • Sales
      • Feb 2012 - Aug 2013

      o Offer sales and consulting services to all Verizon Wireless customers.o Develop long lasting relationships with my customers.o Achieve above average sales in new contracts, renewal contracts and accessories.o Maintained and installed Vanguard security systems.o Store key holder, handle opening and closing operations and cash management.

  • SRA International
    • Pakistan
    • Appliances, Electrical, and Electronics Manufacturing
    • 1 - 100 Employee
    • Engineering Technician
      • Oct 2009 - Jan 2012

      o Worked on and have successfully deployed a proprietary wireless network developed for the United States Navy to transport secure and non-secure communication wirelessly.o Installed and terminated various power, data and fiber optical cables.o Worked with network engineers on troubleshooting network issues.o Configured several different equipment associated with system, including Belair radios, RAD IPMUX’s, and RAD VMUX’s.o Developed lasting relationships with several site officials and civilian contractors.o Trained onsite personnel on deployment of Wireless Pier Connectivity System on both submarines and surface ships.o Have successfully turned over sites by obtaining System Operational Verification Testing acceptance.

  • Flextronics
    • United States
    • Team Lead
      • Nov 2007 - Oct 2009

      o Direct customer support to Verizon Wireless.o Troubleshoot network connectivity problems with Verizon Wireless network engineers.o Performed handset software upgrades.o Updated Preferred Roaming List upgrades on several different devices.o Educated new and existing customers on use of different types of handsets, including setting up exchange servers and personal e-mail accounts.o Developed technical training documentation for new technicians.

Education

  • St. Johns River State College
    Business
    2005 - 2009

Community

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