Ramón D Díaz
Electronics Engineer / Customer Service / Trainer
Senior TAC Support / Trainer / Professional Services
   Visual Network Systems - 2010 / Present
Senior Network Field Engineer
   Helix Health Ltd. - 2009 / 2010
Pharma I.T. Division Manager
   PharmaIT (a UniPhar Division) - 2006 / 2009


Project Management
  • Development and implementation:
    • Built a proprietary ePOS system to be use on pharmacies
    • Worked with R&D and End-User to deliver a 'usable' product
  • Infrastructure experience:
    • Designed and built a system of over 100 VPN tunnels
    • Liasion with retailers to install and repair hardware
    • Worked with eircom and contractors to install cabling in shops
  • Server Administration;
    • Installed, maintained and supported WinIntel and Linux servers
  • Security Packets:
    • BackTrack 4, Snort, Nagios, Honeycomb, Copper Fasten, Sophos, ESET, AVG
  • Programming:
    • C, C++, JAVA, Javascripts, XML, XHTML, CSS, SQL, PHP, Ajax, Shell, Perl
  • System Administration:
    • Windows 2000, Windows 2003, Windows 2008 and Linux (Red Hat & Debian)
  • Network Management:
    • Juniper (Netscreen), SonicWALL, Cisco, VPNs, Snort, Wireshark
  • Software Packages:
    • NOD32, Symantec, Varitas, Backup Exec, Checkpoint, MS SQL 2005, MySQL

Work Experience

Senior TAC Support Engineer / Trainer / Professional Services June 2010 - Present
Visual Network Systems (a Fluke Networks division) Dublin, Ireland
  • EMEA Support for
    • VPM (Visual Performance Manager Server for Enterprise)
    • APA (Application Performance Appliance)
    • NPA (Network Performance Appliance)
    • VPM Xpress (VPM, APA and NPA All-In-One server for SME)
  • Focal point in EMEA for the upgrade from Version 6.8 to Version 6.9
    Unlike prior upgrades, this upgrade moves from 32-bit to 64-bit creating a complex process of steps;
    • BackUp server settings, SQL databases and VPM settings and licenses
    • Install new O.S. and SQL [Microsoft Server 2008 and MSSQL 2008]
    • Restore server settings, SQL databases and VPM settings and licenses
  • Troubleshoot installation and configuration problems of the software using remote access software
  • Testing patches to ensure the problem reported was corrected
  • Installing and configuring new releases on the TAC LAB
  • Responsible for the EMEA Demo units used by the Sales Engineers
  • Received positive feedback from trainers and customers

Senior Network Field Engineer / Trainer May 2009 - May 2010
Helix Health Ltd. Dublin, Ireland
  • Training Room Support;
    • Installed Windows Server 2008 with Virtual Windows 2003 servers
    • Installed Windows 7 on client computer with Virtual Windows XP clients
    • Wrote the technical manuals on Windows Server, NOD32 and SonicWALL for technicians
  • Pharmacy Support;
    • Install and repair computer hardware and software
    • Install and repair of ePOS hardware and software
    • Install and configure networks between ePOS and dispensary hardware
    • Complete DOS to Windows software upgrades
    • Installation and configuration of SonicWALL (firewalls)
    • Solve printer problems
  • HealthCare Support;
    • Design and implement DOMAINS on Windows 2003
    • Install and configure computers and user's accounts
    • Testing new hardware scenarios for the current software
    • Installation of VPNs between multiple sites using SonicWALL (firewall)
    • Upgrading software from MS Access to .NET and MSSQL
    • Configuring and implementing BackUp software and schedules

Pharma I.T. Division Manager November 2006 - May 2009
IPOS (a UniPhar Division) Dublin, Ireland
  • Designed and developed the IPOS domain;
    • LDAP (Active Directory on Windows 2003)
    • Mailserver (Exchange on Windows 2003)
    • Database (MSSQL 2005 on Windows 2003)
    • Webserver (Apache 2.3 on Debian Etch)
    • HelpDesk (OTRS on Debian Etch)
  • Developed and built www.pharma-it.ie, www.ipos.ie and xcelerate.ipos.ie websites
  • Liaison with external vendors in regards of new installations, repairs and upgrades of hardware
  • Liaison with different UniPhar departments to better the quality of service to the pharmacies
  • Wrote the Pharma IT Hardware Service User Agreement and Service Maintenance Agreement
  • Wrote the yearly Pharma IT Business Development plan, including maintenance costs and net profit
  • Installed and configured UniPos ePOS System in pharmacies across Leinster and Connaught
    • UniPOS systems includes: Tills, BackOffice Server, SonicWALL T170W and Casio wireless scanners
  • Installed and configured a Help Desk and I.T. Service Management Solution
    • OTRS:ITSM (on Debian Etch)
  • Project Manager of UniPOS:
    • Responsible for development, installation and training
    • Selected the pharmacist to ask about functionality and GUI needs
    • Closely worked with the developers to built a system close to the specs given by the pharmacists
    • Set deadlines for different periods of built and kept costs close to budget
    • Created the training material for the software
    • Hired the trainers and technical team members
    • Worked with vendors to find the best suitable hardware at the lowest cost to the shop
    • Implemented the network policies and firewall rule's for the shop's LAN

Senior Network Engineer November 2005 - November 2006
Toyota Ireland Ltd. Dublin, Ireland
  • Liaison with external vendors in regards of new installations, repairs and upgrades on hardware
  • Mail administration on Copperfasten, Lotus Notes 5 and 6 and Blackberry Enterprise Server 4.0
  • Management of the WAN; composed of 2 DMZs and 3 internal LANs
  • VPN management between Head Office and 55 dealerships, and 5 contractor companies
  • Installed and configured a solution to access AS/400 data from the Public DMZ;
    • I used a Fedora server running WebSphere
  • In charge of migration from Checkpoint Firewall to Netscreen firewall.
  • In charge of deploying Windows updates to the different servers (Win 2003 and Win 2000)
  • Responsible for the organization of daily back-up activities

I.T. Manager December 2004 - November 2005
Omada Fire & Security Dublin, Ireland
  • Responsible for the upkeep and maintenance of 16 servers, 100 PCs and 20 laptops across 4 different sites
  • Controlled and configured VPN access for off-site employees via Juniper (formally Netscreen)
  • Managed the I.T. department and dealt with multiple suppliers when purchasing PCs, printers and laptops
  • Customer support over the phone and face-to-face, dealing with problems such as password resets, software errors and hardware malfunctions

Team Leader and Test Technician December 2003 - November 2004
IBM Ireland Ltd. Dublin, Ireland
  • Team Leader
    • Managed a team of 20 technicians
    • Prepared reports and maintained records of work accomplishments
    • Helped team members with Personal Development Plans
    • Mediated with the supervisor on behalf of the team members
    • Assisted the supervisor with assignments, reassignments and peer reviews
    • Presented weekly reports on regards or units moved, defects corrected and other statistics
  • Certified to repair High End Servers
  • Responsible for repairing hardware problems; replacing the Processors, Memory and any other components that may be faulty
  • Able to use AIX to mount and unmount hardware, as well as using other Unix commands to test hardware

Trainer and Lever 3 Support August 2002 - December 2003
Microsoft (contract by ICT Eurotel) Dublin, Ireland
  • Trainer
    • Responsible for the training of all new employees, using the Microsoft's Customer Care Standards
    • Modified the training material based on feedback from trainees
    • Created the network training material for usage during the XBOX Live launch
  • Level 3 Network Technical Support
    • Last point of contact for customer's with XBOX Live networking problems
    • Created new documents to help Level 1 and Level 2 agents bases on solutions
    • Modified the training materials based on customer's calls
  • Rated among the top 3 employees in the XBOX team every month since I joined the company

Engineer Technician and Trainer August 2002 - December 2003
Intel Ireland Ltd. Dublin, Ireland
  • Responsible for the final disposition of computer chips that didn't pass the final Quality Control test
  • In charged to finding the problematic tools/areas in the factory that produced the material that had to be scrapped
  • Certified as an instructor and experienced teaching software and engineering classes to other employees. Given high marks on the feedback forms given during the class
  • Department owner of a VAX tool; this tool was used to add special processing requests to the material that is in the factory


Train the Trainer April 2013
Further Education and Training Awards Council Dublin, Ireland
BSc (Honours) in Information Systems June 2012
Dublin Institute of Technology Dublin, Ireland
  • Official Programme Page
  • Course modules include;
    • Object Oriented Programming (JAVA)
    • Databases (PostGrade SQL)
    • Software Engineering
    • Computer Technology (CPU, memory and process)

BEng (Honours) in Electronic Engineering September 2002 -
Institute of Technology Tallaght Dublin, Ireland

Diploma in Electronics Engineering Technology September 1994 - June 1997
Columbus State Community College Dublin, Ireland
  • Graduated with Honours in multiple classes, achieving a 3.8 overall GPA


CCNA November 2012
Cisco Dublin, Ireland
  • Self-studied. Read books, completed exercises and practised using a lab with real hardware
DELL July 2012
DELL Dublin, Ireland
  • Self-studied. Completed the on-line course and examinations
Linux+ December 2010
CompTIA Dublin, Ireland
  • Self-studied. Read books and completed exercises.
Network+ September 2010
CompTIA Dublin, Ireland
  • Self-studied. Read books and completed exercises.
Security+ October 2011
CompTIA Dublin, Ireland
  • Self-studied. Read books and completed exercises.

Computerized Accounts February 2008 - May 2008
Foras Áiseanna Saothair [FÁS] Dublin, Ireland
  • The course covered the management of business account using TAS Books software

Supervisory Management February 2003 - May 2003
Foras Áiseanna Saothair [FÁS] Dublin, Ireland
  • The course covered the role of the supervisor and the basis of effective front line management

Volunteer and Extracurricular Activities

  • Tutored Spanish, Mathematics and Electronics at Columbus State C.C.
  • President of the International Students Association, during one college year
  • Leader for the Games and Prizes team for the 1998 and 1999 Safety Fair
  • Volunteer during Intel Engineering Week to speak to high school students
  • Active mentor helping teenagers with computer software (PhotoShop, Macromedia, Poser, Adobe…)
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