Julio Ramirez

Designed and maintained hybrid infrastructure, led containerization efforts, and ensured compliance across enterprise systems. Administered Microsoft 365, VMware, and monitoring environments while automating IT operations and mentoring junior staff.

• Designed and maintained hybrid infrastructure (on-prem and cloud), integrating Azure AD, Microsoft 365, and VMware environments
• Administered Windows Server (2012–2022) and Linux systems (Ubuntu, RHEL), including patching, OS upgrades, and change management workflows
• Managed virtualization platforms including VMware vSphere, ESXi clusters, and Proxmox for lab environments
• Led migration of legacy systems to containerized environments using Docker and scoped pilot deployments with Kubernetes
• Oversaw Microsoft 365 tenant (Exchange, SharePoint Online, Teams, Intune), enforcing RBAC, Conditional Access, and DLP policies
• Implemented monitoring and alerting through tools such as Zabbix and Grafana to proactively identify performance or security anomalies
• Provided Tier 3 support and mentored junior administrators and service desk staff
• Automated IT processes using PowerShell for tasks such as user onboarding/offboarding and license assignment
• Participated in audits, licensing reviews, and vendor evaluations for tools like Arctic Wolf (EDR), Microsoft Purview, and DUO
• Responded to infrastructure outages and security incidents, maintaining HIPAA and NIST compliance
• Managed Veeam-based backup and disaster recovery workflows to support business continuity
• Developed and maintained internal IT documentation and knowledge bases

Led Power Platform projects, workflow automation, and self-service initiatives to streamline IT operations, improve service delivery, and reduce manual support demands. Provided Tier 3 support and helped modernize legacy systems, while mentoring junior staff and enhancing cross-team collaboration.

• Employed Agile methodologies to streamline project delivery, communication, and iteration cycles across IT initiatives
• Automated key tasks using PowerShell, including AD provisioning and SCCM client health remediation, significantly reducing manual overhead and accelerating onboarding
• Provided Tier 3 support for legacy, undocumented systems—used Veeam to back up failing hardware and converted them into reliable VMware-hosted virtual machines for continuity
• Scoped and implemented deployable software packages to support self-installation, reducing Service Desk ticket volume and improving user autonomy
• Managed OS imaging, desktop deployments, and monthly patch cycles using SCCM and WSUS; enforced compliance through custom OSD task sequences and app deployments
• Led endpoint hardening efforts using SCCM and Intune, enhancing system security posture
• Launched a SharePoint-based IT Self Help platform, garnering over 400 page views in its first month and boosting self-service engagement
• Designed and implemented a SharePoint and Power Automate workflow for device procurement, cutting fulfillment time and minimizing request errors
• Built a Power Apps hardware procurement app with shopping cart functionality and automated approvals, streamlining internal purchasing
• Developed additional Power Apps for tracking IT procurement and digital signage, improving operational visibility and internal communications
• Created custom dashboards and customer portals in collaboration with cross-functional teams, increasing adoption and usability
• Customized landing pages using JavaScript to align with brand standards and improve end-user experience
• Authored and migrated over 50 IT knowledge base articles into ServiceNow, enhancing internal documentation and self-help effectiveness
• Led the development and launch of a comprehensive Service Catalog to clarify IT offerings and standardize service delivery
• Mentored Tier 1 and Tier 2 staff, introduced structured documentation, and led technical training programs
• Fostered strong interdepartmental relationships, contributing to a record-low ticket backlog and improved cross-team collaboration
• Supported Power Platform use cases across departments, including automation, communication, and signage initiatives

• Provided frontline IT support for production and administrative users, ensuring minimal downtime in warehouse and packing operations
• Responded promptly to system issues involving desktop hardware, printers, barcode scanners, and thin clients to maintain productivity on the production floor
• Handled deployment and maintenance of endpoint devices including PCs, peripherals, and label printers for logistics and inventory staff
• Documented hardware failures, configurations, and replacements to ensure accurate tracking and faster troubleshooting
• Developed and maintained Standard Operating Procedures (SOPs) to improve consistency in support processes and reduce incident resolution time
• Became subject matter expert (SME) for Stemilt’s mission-critical stamper system within two weeks of hire, supporting high-speed industrial inkjet printers used to label cherry boxes with barcodes containing origin, weight, variety, and destination
• Provided frontline application and hardware support for labeling software and barcode generation systems integral to production workflow
• Diagnosed and resolved issues with label configuration, software templates, and print quality, ensuring minimal disruption to operations
• Supported hardware troubleshooting and recovery for inkjet coders on the packing line; coordinated with vendors for escalations
• Maintained rapid response support and joined on-call rotation two weeks into role to minimize risk to operations where downtime carried six-figure revenue impact
• Collaborated with QA and production supervisors to validate barcode accuracy and compliance with shipping requirements
• Engineered dynamic Word templates using content controls and integrated them with Power Automate flows to auto-generate documents from form submissions, streamlining data mapping and eliminating manual document formatting errors

• Prospected and qualified leads for the sales team, maintaining a consistent pipeline of potential software clients
• Conducted outreach through calls, emails, and LinkedIn to engage dental and healthcare practices, presenting tailored software solutions
• Scheduled discovery calls and passed qualified opportunities to account executives, improving hand-off efficiency and close rates
• Designed and deployed custom HTML email templates, resulting in improved open and click-through rates compared to default campaign assets
• Leveraged scripting to automate lead filtering based on industry, role, and engagement behavior, increasing lead conversion efficiency
• Managed CRM records to ensure accurate tracking of lead interactions, statuses, and engagement outcomes
• Collaborated with marketing to align campaign messaging with outbound strategies, increasing open and response rates
• Met or exceeded monthly quota for booked meetings and qualified opportunities throughout tenure
• Provided structured feedback from prospect interactions to help refine product positioning and sales scripts

Supported client-facing SaaS implementations in a role blending application analysis, system configuration, and end-user training. Collaborated with clients and internal teams to ensure successful onboarding, data migration, and platform adoption across various practice management systems.

• Acted as the primary point of contact during onboarding, managing the technical setup and workflow configuration of the Legwork platform for dental and healthcare clients
• Reviewed and validated client data for import, identifying data quality issues and coordinating remediation prior to go-live
• Mapped customer business processes to platform capabilities, advising on best practices for appointment reminders, reputation management, and marketing automation
• Performed system configuration and customization for each client, including notification templates, user roles, and scheduling workflows
• Tested application features in staging environments before production deployment, verifying behavior across multiple PM/EHR system integrations
• Troubleshot integration issues and application errors during onboarding, coordinating with product support and developers to resolve edge cases and bugs
• Created and maintained internal onboarding templates, implementation checklists, and knowledge base articles to standardize deployments
• Delivered live and recorded training sessions to users ranging from administrative staff to clinical teams, tailored to their specific workflows
• Monitored customer engagement post-go-live, identifying gaps in usage and providing follow-up support or retraining as needed
• Collaborated with product and development teams to escalate feature requests, report bugs, and advocate for customer needs
• Provided feedback on UI/UX improvements based on observed friction points during implementations and client feedback

• Provided frontline IT support for hospital staff, clinics, and administrative departments, ensuring minimal disruption to patient care and operations
• Troubleshot hardware, software, and network connectivity issues in a high-demand healthcare environment
• Utilized ServiceNow to track, triage, and resolve IT incidents and service requests efficiently
• Supported end-user access and troubleshooting for EHR systems and business-critical applications
• Configured and deployed Windows workstations, printers, peripherals, and clinical application software
• Maintained and documented IT SOPs, troubleshooting guides, and knowledge base articles
• Monitored user access and performed Active Directory user/group administration, including password resets and account unlocks
• Escalated unresolved issues to networking, application, or infrastructure teams and collaborated on long-term solutions
• Supported VDI environments including VMware Horizon for virtual desktop provisioning and issue resolution
• Provided remote and on-site support across clinical and non-clinical departments, including support for VPN and remote access tools