Carlos Ignatius C. Ramos
Las Pinas, Metro Manila
Summary
Experienced IT professional with over 26 years in the implementation, support, and operations of airport IT systems and services. Skilled in managing CUTE/CUPPS platforms, self-service kiosks, and aviation peripherals, with strong background in network technologies, Windows systems, and project delivery at major airports. ITILv4 Certified and a licensed Electronics and Communications Engineer, known for being dependable, detail-oriented, and results-driven.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Lead Technical Support Specialist / Airport Service Manager
SITA INFORMATION COMPUTING BV
12.2022 - Current
- Manage service performance to meet contracted SLAs.
- Primary escalation contact; ensure ITIL- aligned service delivery.
- Reporting, incident/problem/change management, billing coordination.
- Collaborate with Sales & solutions Design for business retention and contract renewal.
- Asset and License management, purchase order initiation and validation
- Conducted root cause analysis of recurring problems to identify long-term solutions and prevent future occurrences.
- Implemented monitoring tools that allowed for early detection of system issues, minimizing downtime for customers.
- Managed client expectations during system migrations or updates, ensuring seamless transitions with minimal disruptions to daily operations.
- Reduced downtime for clients with proactive identification and mitigation of potential problems.
- Mentored new hires, ensuring a smooth integration into the support team and fostering professional growth.
- Maintained strong relationships with clients through regular follow-ups, managing expectations, and addressing ongoing needs.
- Used ticketing systems to manage and process support actions and requests.
- Prepare conduct monthly Service Performance Review Meeting with customers.
Senior Engineer Field Ops /Site Administrator
SITA INFORMATION COMPUTING BV
06.2016 - 12.2022
- Supervises IT Operations & Service Level Management.
- Maintain LAN/WAN infrastructure, domain controllers, servers, workstations, aviation peripherals.
- Managed updates & deployments for airline software applications.
- CUPPS Server Management (ESX) Servers - Active Directory, DNS, DHCP, Reporting Tools.
- Change Management (Creation, approval, pre & post checking), Incident Management (Response Playbook , logging and categorization, Handling Major Incidents, Escalation, Reporting).
- Support server data backup, server patching and preventive maintenance activities.
- Provides (L1 and L2), create and update IT Operation documents, providing training for customers & local team.
- Provide reports and operational recommendations to management.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
Engineer Field Ops
SITA Information Networking Computing B.V.
01.2014 - 06.2016
- Provided installations, repair, and maintenance for airlines and Orange Business Services.
- Handled SITA-OBS equipment, Nortel switches, Cisco Lan access switches, WAN protocols.
- Coordinated with telecom carriers and vendors for connectivity solutions.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
Engineer Field Ops
SITA INFORMATION COMPUTING BV
11.2012 - 12.2013
- Supported Airport Connect CUTE Operations systems, LAN /WAN infrastructure, domain servers, airline protocols.
- Troubleshoot system and network issues, conducted preventive maintenance.
- Coordinated outage escalations with airline hosts and telecom vendors.
Engineer Field Ops
Societe Internationale de Telecommunications Aeronautiques, SITA
08.2002 - 10.2012
- Responsible for providing installation, repair and maintenance support for airline, air transport industry and Orange Business Service Services, customers, these services include wide variety of data, voice, air-ground and airport, services, as well as broad range of processing information.
- Delivered first-line troubleshooting and second-level support coordination.
- Performed workshop repairs, maintenance and on-call support.
Customer Support Engineer
Societe Internationale de Telecommunications Aeronautiques, SITA
08.1998 - 08.2002
- Maintain LAN/WAN
- Acted as a liaison between customers and internal teams to ensure seamless handover during escalation or project-related support, ensuring customer satisfaction at all times.
- Reduced response times by optimizing ticketing system workflows and prioritizing high-impact issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
Education
Bachelor of Science - Electronics and Communications Engineering
UNIVERSITY OF THE EAST
10-1996
Skills
- Experience in ITIL-based processes
- Data center management
- Strategic planning
- Risk assessment
- Vendor negotiations
- Strategic problem solving
- Project coordination
- Proficient in CUPPS, CUSS, FIDS, BRS, AODB, and AMS
- Security protocols
- Network administration
- Incident management
- Hardware configuration
- SLA management
- Advanced troubleshooting
- Customer service
- Desktop support
- Product troubleshooting
- Network configuration
- Service support
- Hardware troubleshooting
Accomplishments
- ITILv4 Foundation Certified
- NAIA Terminal 3 & 2 South wing CUPPS and BRS Delivery project Pasay City, Philippines October 2019- May 2020
- NAIA Terminal 1 & 2 North wing CUPPS & BRS Delivery project Pasay City, Philippines July 2016-November 2016
- Godofredo P. Ramos (Boracay) CUTE, AODB Delivery Project Airport, Malay, Aklan January 2016-June 2016
- CHANGI AIRPORT Singapore Airport Connect CUTE Delivery Project November 2012-April 2013
- Passed Electronics and Communications Engineering Board Licensure Exams - April 1998.
Certification
- Microsoft Azure Administration (AZ-104) – March 2022
- ITILv4 – Foundation Certification Axelos – July 2021
- Fortinet NSE1 & 2 Network Security Associate -June 2020
- VCUTE System Administration Training November 2017
- Leadership Training for Managers Dale Carnegie, Executive Training Institute, Makati City, Philippines July 2017
- Agile Project Management Training San Juan City, Philippines, June 2016
- Completed Planning and Managing Window 7 Desktop Deployment and Environments (Microsoft Official Course 629A4) Edu Professional Education, Makati City, Philippines
- CCNA Boot Camp Training -June 2014
- Custom Printer Operation and Maintenance Training – Changi Airport, Singapore – June 2013
- Air France Galaxie Champion Training Bangkok, Thailand – March 2011
Timeline
Lead Technical Support Specialist / Airport Service Manager
SITA INFORMATION COMPUTING BV
12.2022 - Current
Senior Engineer Field Ops /Site Administrator
SITA INFORMATION COMPUTING BV
06.2016 - 12.2022
Engineer Field Ops
SITA Information Networking Computing B.V.
01.2014 - 06.2016
Engineer Field Ops
SITA INFORMATION COMPUTING BV
11.2012 - 12.2013
Engineer Field Ops
Societe Internationale de Telecommunications Aeronautiques, SITA
08.2002 - 10.2012
Customer Support Engineer
Societe Internationale de Telecommunications Aeronautiques, SITA
08.1998 - 08.2002
Bachelor of Science - Electronics and Communications Engineering
UNIVERSITY OF THE EAST
PERSONNAL BACKGROUND
- Date of Birth :March 1,1970
- Place of Birth :Manila
- Nationality :Filipino
- Religion :Christian
- Height :5’10”
- Weight :185 lbs.
- Status : Widower
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