Gonzalo Ramos
@gonzaloramos
I resolve complex enterprise automation incidents and improve customer workflows across global software platforms.
UruguayWhat I'm looking for
At Redwood Software, I provide Tier 2 and Tier 3 support across RunMyJobs, RunMyFinance, JSCAPE, Tidal, and ActiveBatch, resolving critical automation, configuration, and workflow issues within strict SLAs.
I diagnose infrastructure and software problems through log analysis, stack-trace debugging, error reproduction, SQL, PowerShell, Linux, Active Directory, and networking troubleshooting. I also advise enterprise clients on workflow architecture, translating business requirements into practical technical implementations.
My experience also includes operations and billing at Sabre, technical support at PwC, and customer support for PlayStation, Amazon, and enterprise clients. I enjoy improving service consistency through onboarding, training, standard operating procedures, and customer-focused problem solving.
Experience
Work history, roles, and key accomplishments
Provided Tier 2 and Tier 3 advanced technical support across five enterprise automation platforms, resolving critical incidents and workflow design issues within strict SLAs. Diagnosed complex infrastructure issues through systematic log analysis and advised clients on optimal workflow architecture.
Managed corporate contracts and ensured invoicing was accurately processed and collected in accordance with contractual terms, using SAP for billing operations. Configured internal billing processes tailored to specific customer requirements.
Customer Support Representative
SYKES
Jun 2018 - Mar 2019 (9 months)
Handled inbound customer calls, troubleshooting issues and delivering timely resolutions to maintain high service quality for PlayStation operations.
Reviewed employee investment profiles to advise on and determine eligibility for trading specific stocks, maintaining strict compliance with internal trading restriction policies. Managed onboarding processes for new employees and executed internal technical and administrative support tasks.
Delivered phone based customer support and end to end issue resolution for e commerce client queries.
Education
Degrees, certifications, and relevant coursework
Instituto de Profesores Artigas
Teaching Degree in Music, Music Education
2012 - 2015
Pursued a degree in music education, focusing on pedagogical skills and musical training.
Tech stack
Software and tools used professionally
Availability
Location
UruguayAuthorized to work in
Job categories
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