Ramon Frazier
College Park,MD
Summary
Innovative Help Desk Analyst with 10 years' plus experience in prioritizing customer satisfaction while providing technical support. Possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
16
16
years of professional experience
Work History
Help Desk Support Analyst
K2 Services
12.2022 - 11.2023
- Drafted IT risk and controls metrics, technology summaries and data flow diagrams
- Executed IT Security focused internal audits including planning ND SCOPING
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Provided Tier 2 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Trained and supported end-users with software, hardware, and network standards and use processes.
IT Administrator
Takoma Wellness
04.2020 - 11.2022
- Assisted with vendors, customers and other technical teams to coordinate the installation of Facility IT related maintenance windows, building access, equipment delivery and logistics for the installation of Facility IT related maintenance windows, building access, equipment delivery and logistics for the installation of Facility IT related maintenance windows, building access, equipment delivery and logistics for the installation equipment, e.g., A/V, security cameras, Cisco codecs, Crestron control systems, Zoom Rooms, etc
- Maintained an operational knowledge of the Windows 10 features, best practices and system/application configurations
- Conducted monthly equipment inspections to ensure proper maintenance and to ensure compliance with server installation and network cabling standards
- Resolves or tracks issues found during the inspection; Creates a monthly status report for management
- Lead onsite and remote troubleshooting sessions with IT vendor support
- Supported, troubleshoots, and monitors customer issues with cloud-based video conferencing technologies
- Administered cloud-based video conferencing and collaboration technologies Zoom, TEAMS and WebEx
- Provided A/V support for day-to-day meetings, webinars, and agency wide events ensuing all A/V equipment and collaboration services are pre-checked and will perform without issue
- Assisted with development and documentation of new and existing policies, procedures and processes for IT systems and workflows, track issues via ticketing system
- Supported users of the Microsoft network by dealing with day-to-day network problems and questions as needed
- Supported project implementations, installations, and technical systems through research, operational monitoring, working with vendors as directed, needed and appropriate
- Supported day to day monitoring/updating of systems including but not limited to Servers, Active Directory, Applications and data backups
- Responsible for technology asset management including but not limited to desktop computers, laptop computers, monitors, printers, peripheral devices, and software
- Architect, designed, implemented and maintained enterprise networking systems; including backing up and monitoring
- This included data center core switches (Nexus 9300/3000), AnyConnect VPN (ASA 5500 Series), access layer switches (Cisco 2900/3500 series), as well as firewalls (Palo Alto 5200/3000 series)
- Additionally, I supported and worked with server administration and application administration team on troubleshooting and deployment tasks.
Technical Helpdesk Administrator
Aston Technologies
04.2019 - 03.2020
- Provided remote support via remote tools to customers as first point of contact for IT solutions service desk
- Provided end user support following standard Helpdesk operating procedures; accurately log and resolve all tickets using ticket tracking software
- Assisted and support end users with technical issues and inquiries related to software systems and applications to include MS operating systems, Microsoft Office 365, and specialized applications via multiple support channels including email, phone, chat sessions, web forms, and other communications methods available
- Identify and escalate situations requiring urgent attention and redirect problems to appropriate technical resources as needed
- Managed and updated customer specific ticketing system database to ensure accurate recording of work performed accounting to business processes
- Troubleshooted, resolved and provided solutions to end user problems involving workstations, laptops, tablets, smartphones and standard applications/software
- Provided basic troubleshooting and diagnostic techniques to identify technical problems, escalating tickets and recommend solutions
- Installed, configured and provided ongoing support of desktop computers, peripheral equipment, mobile devices and software
- Worked with vendor support contacts to resolve technical problems relating to IT server room, computing equipment, mobile devices and software
- Trained end users on all equipment and software
- Repaired and upgraded PC and Mac hardware and software
- Provided support and installed telecommunications (e.g., LAN/WAN networking, Voice and Video).
Senior Network Engineer
Marriott International
05.2017 - 03.2019
- Designed and documented operator instructions for NOC team on upgraded environments and new protocol rollouts
- Consultation with Senior FTE’s on major topology/infrastructure changes
- Interfaced with both vendors and clients in regards to bug scrubs, code defects, upgrades and future growth options
- Performed Layer I, II and III troubleshooting, while maintaining trouble ticket tracking, following internal/external escalation procedures and customer notifications
- Configured Cisco Routers for BGP, OSPF, RIP, RIPv2, EIGRP, Static and default route in a VPN environment using MPLS
- Performed Routing protocol migration from OSPF to EIGRP to allow for optimal performance inside a 100% cisco environment
- Implemented BFD on Nexus 7000 and ASR1002s to provide sub-second convergence and fault-detection
- Standardized deployment methodology by standardizing configurations for 4500-x and 3750-x switches that utilize BFD and L3 links for HA with sub second failover times
- Used Cisco NAM to troubleshoot application issues within the Data Center
- Migrated 60 pairs of 6500 Chassis switches to Nexus 7K/5k/2k architecture
- Responsible for security for users connecting to the switches
- Responsible for Cisco ASA firewall administration across our global networks
- Managed and implement network solutions using Cisco network products and technologies including but not limited to Cisco ISR 43xx/45xx/ASR 100x/Cisco Cat 9k/Cat 4k; OSPF/BGP/DMVPN, Spanning Tree, Virtual Switch Stack (VSS), IP Subnetting, IP Routing and Switching.
Senior Network Engineer
United Airlines
11.2015 - 04.2017
- Configured large scale VRF environments on multiple Nexus platforms (Nexus 3000, Nexus 5500 with L3 module, Nexus 6000, Nexus 7000, Nexus 9000) to comply with security and audit requirements for network segmentation and utilized common firewall distribution networks to route between VRFs, thereby enforcing a clear delineation of security zones
- Configured vPC domains on Nexus 7k and 5k to allow for ultra-redundant port channels between server access and network cores
- Configuring, upgrading and verifying the NX-OS operation system
- Administration and management of the entire enterprise’s VPN deployment
- Which included 5 ASA 5585-X Load balancing clusters distributed across the globe
- Implemented 2504 and 5508 WLCs for sites that required local node and FlexConnect for the small sites wireless network
- Provided day-to-day support in the maintenance and troubleshooting of OSPF and BGP at the core layer
- Expanded and standardized logical multiple network components within multiple branch offices
- Designed and implemented wireless networks with LEAP and PEAP security utilizing WLCs and WCS supporting LWAP APs in Local and HREAP mode
- Utilized Infoblox knowledge to assist with various subnet scheming and DHCP options
- Designed and modified Cisco ASA rules to complement the current LAN infrastructure.
Senior Network Engineer
Accenture
06.2014 - 11.2015
- Designed and implemented network infrastructure solutions for a complete routed access design, throughout the company’s largest campus and large building facilities utilizing OSPF as the primary routing protocol
- Configured Cisco 5508 WLC to support the 1142 and 1242 APs in FlexConnect and Local mode
- Design and deployment of Cisco AnyConnect on Cisco ASA 5585-Xs as RAVPN solution
- Performed loopback testing with service providers for remote site connectivity
- Built out labs revolving around technologies that would be utilized in new versions of code and environments
- Implemented VDCs on the Nexus 7000 series switch within DMZ environment, reducing the number of VRF specific IGPs and complexity of cross VRF mutual redistribution
- Design and implementation of ASR 1000 series routers as DMVPN Hub/Spoke for dynamic tunnel configuration across numerous remote branch/campus locations
- Migration and consolidation of over 200,000 Firewall rules from FWSM at Data Center core to Juniper NS5200s
- Designed and implemented Checkpoint firewall solution for protection and authentication of local-net and DMZ environments
- Scope of project included defining policies, NAT and anti-spoofing for internal and external networks as well as internet gateways
- Performed Firewall Migrations from 6 pairs of Cisco ASA to 6 pairs of Palo Alto Firewalls
- Lead a team of technicians responsible for the day-to-day administration and maintenance of ASA firewalls, F5 load-balancers and Juniper SRX series firewalls
- Resolved application and network related problems using Wireshark, OpNet and other network analysis tools.
Senior Network Engineer
Infosys
05.2011 - 06.2014
- Design and implement dynamic failover for dual ISPs using IP SLA on Core 6509-E
- Representation on customer CAB calls for customer network changes
- Design and execute strategy for migration from EIGRP to OSPF as inter-site IGP for support with various third-party vendors
- Implemented Wireless standard utilizing 5508 WLC and 1100 series LWAPs in Local and HREAP mode to migrate away from autonomous APs
- Configured BGP, OSPF, HSRP and VRRP to ensure HA architecture on all customer edge routers
- Troubleshot routing errors to ensure network statements properly reflected correct autonomous system numbers and backbone area 0 membership as well as routing statements and ACL
- Lead efforts in designing and demonstrating out Datacenter migration strategies and assuring seamless transitions in such migrations while simultaneously ensuring reverse compatibility through testing and acceptance with existing legacy applications and hardware
- Performed AnyConnect VPN client upgrade for over 3800 users
- Performed configuration overhaul on WAN Edge and Core to edge Routing protocol redistribution along with prefix-list, and ACL Consolidation
- Performed migration of subnets, equipment and firewall rules/policies from being decommissioned to other, still active locations as part of customer site consolidation project
- Designed and implemented security policies utilizing the Cisco Pix, ASA and FWSM platforms
- Performed rule-set analysis and configuration migrations from Juniper ScreenOS to Cisco ASA 8.4
- Installation of new licensing on ASA 5525oXs for future AnyConnect proof of concept
- Performed rule consolidation on more than 10 pairs of Checkpoint Firewalls in efforts to minimize the number of rules to be migrated to ASA.
Network Engineer
Aston Technologies
01.2011 - 05.2011
- Developed and implemented methodologies for analysis, installation and support of voice communications systems
- Provides support in the translation of business requirements into telecommunications (e.g., LAN, MAN, WAN, Voice and Video) requirements, designs and orders
- Migrated Cisco 6500 core to Nexus 7k/5k/2k solution
- Validation of PfR in lab environment for Unequal Cost Load Sharing across multiple outbound paths by leveraging SLA statistics on MOS, delay, jitter and link utilization
- Implement, and support Cisco Wireless products including LWAP, WLC 5508s, WCS, HREAP and 802.1x authentication via ACS integration
- Maintained and administer computer networks and related computing environments, including computer hardware, systems software, applications software, and all configurations
- Diagnosed hardware and software problems, and replace defective components
- Perform data backups and disaster recovery operations
- Configuration and implementation of Cisco 7200/3800/3700/2800/2600 series routers for T1, MLPPP, DS3, and OC3 circuit termination
- Provided 24hr Support For over 200 business facilities spread across 40 countries globally
- Deployed new Nexus core for disaster recovery data center utilizing VPC and VDC as well as Nexus 5000/2000 switches for fabric extension
- Lead phased migration of 6500 core to Nexus 7k/5k/2k design with VPC
- Installations/upgrades of Nexus 7K/5K/2K as DMZ for public facing server farms
- Worked with VTP to ensure L2 network across the enterprise as well as implemented VLAN pruning and BPDU Guard to ensure integrity of the network
- Design and implementation of VPC and eVPC connectivity providing resilient connectivity at Layer 2
- Implemented Cisco ISE 1.2 for Wireless 802.1x Authentication and Authorization with FlexConnect
- Redesign and implementation of customized health monitors on F5 BigIP LTM for LDAP, IIS, Apache, JDE, and Linux server farms
- Design/Configuration/Implementation of Cisco 2811s for B2B IPSEC VPN connectivity to hosted environment
- Configured and maintained 30 B2B VPNs to provide access for access for various Vendors
- Configuration and implementation of 100 IPSEC/GRE tunnels for remote customer access during Data Center migration
- Configured, and test hardware, networking software and operating system software
- Performed routine network startup and shutdown procedures, and maintain control records
- Utilized complex network analysis tools to identify and correct problems in the network
- Maintained logs and records associated with reported problems or situations
- Coordinated requirements with users and suppliers
- Organized and direct network installations on site surveys
- Applied software, hardware, and standards information technology skills in the analysis, specification, development, integration, and acquisition of open systems for Information Management (IM) applications
- Maintained operating systems, communications software, data base packages, compilers, assemblers, and utility programs.
IT Technician Tier 1
Prince Georges County Public School (PGCPS)
01.2010 - 12.2010
- Fundamental knowledge of PC/server hardware repair, maintenance and OS installations
- Managed and administered device management systems for various platforms to include Windows, Mac OS, Chrome OS and iOS
- Provided onsite tier 1 end user helpdesk support
- Installed and or troubleshoot computer related peripheral devices including modem, camera, scanner, video, sound, printer, video, etc
- Assisted with IT and testing department to manage, troubleshoot online testing solutions
- Troubleshooted and resolved tier 1 computer and internet connectivity issues for schools and offices
- Installed and configured all network equipment
- Attended training activities provided by division of Information Technology and vendors
- Utilized a helpdesk ticketing system to document, escalate and resolve all issues
- Knowledge of windows operating systems, Oracle End User application, Microsoft Office, Mac OSX, Asset Management (AMS), and Google suite.
District Technician
H&R Block
08.2007 - 05.2009
- Lead FST/CSM and TSC to identify and resolve problems
- Coordinated the setup, shutdown and support of PC hardware and software for H&R Block’s field company offices in compliance with instructions provided by CSC
- Utilized software solutions knowledge base, personal knowledge and computer software to resolve and track user incidents
- Maintained an inventory of district resources including hot spares tracking and control for computer equipment
- Maintained, troubleshoot, and support field systems in company owned field offices by phone, chat and on-site visits
- Documented hardware problems and resolutions within ticketing system
- Maintained network and telephone systems in district offices
- Remote into and control desktops to resolve technical issues
- Handled field contracts while ensuring quality procedures and work instructions are maintained with in H&R Block Company policy guidelines.
Education
Associate of Applied Science - Network Information Systems
TESST College of Technology
Beltsville, MD08.2007
Skills
- Network Troubleshooting
- Hardware Knowledge
- Remote Support
- System Administration
- Application Installations
- Network Maintenance
- AV Equipment Management
- User Training
- Incident Management
- Technical Troubleshooting
- Mac Systems
- Hardware and Software Configuration
- Call Center Operations
- Equipment Repair
- User Support
Technical Skills
Cisco IOS, IOS-XE, NX-OS, F5-TMOS, JunOS, MS, Windows Server, Unix, MacOS, OpenSD, VMWare, ESXi/Hyper-V, EIGRP, BGP, OSPF, IGRP, RIPv2b, SSH, SNMP, ICMP, VLANs, Spanning Tree Protocol (STP), Etherchannel, ISL/Dot1q, Layers 2, 3, and 4, CLI, Web Managed Switches, SNMP-enabled Switches, Cisco CCS, Cisco CSM, Cisco ACE, F5 (LTM/GTM/APM), A10, Cisco 4400/5500 WLCs, Cisco Aironet AP, Cisco 4xxx, 3xxx, 2xxx Series, Catalyst 6xxx, 5xxx, 3xxx, 2xxx Series, RedHat Enterprise Linux, MS Windows 2008/2003, VMWare ESX Server
Technical Expertise
Network Operating Systems.............Cisco IOS, IOS-XE, NX-OS, F5-TMOS, JunOS, MS, Windows Server, Unix,
MacOS, OpenSD, VMWare, ESXi/Hyper-V
Routing Protocols...............................EIGRP, BGP, OSPF, IGRP, RIPv2b, SSH, SNMP, ICMP
Switching..............................................VLANs, Spanning Tree Protocol (STP), Etherchannel, ISL/Dot1q; Layers 2, 3, and
4, CLI, Web Managed Switches, SNMP-enabled Switches
Load Balancing....................................Cisco CCS, Cisco CSM, Cisco ACE, F5 (LTM/GTM/APM), A10
Wireless................................................Cisco 4400/5500 WLCs, Cisco Aironet AP
Cisco Routers.......................................Cisco 4xxx, 3xxx, 2xxx Series
Cisco Switches.....................................Catalyst 6xxx, 5xxx, 3xxx, 2xxx Series
Server Operating Systems...................RedHat Enterprise Linux, MS Windows 2008/2003, VMWare ESX Server
Timeline
Help Desk Support Analyst
K2 Services
12.2022 - 11.2023
IT Administrator
Takoma Wellness
04.2020 - 11.2022
Technical Helpdesk Administrator
Aston Technologies
04.2019 - 03.2020
Senior Network Engineer
Marriott International
05.2017 - 03.2019
Senior Network Engineer
United Airlines
11.2015 - 04.2017
Senior Network Engineer
Accenture
06.2014 - 11.2015
Senior Network Engineer
Infosys
05.2011 - 06.2014
Network Engineer
Aston Technologies
01.2011 - 05.2011
IT Technician Tier 1
Prince Georges County Public School (PGCPS)
01.2010 - 12.2010
District Technician
H&R Block
08.2007 - 05.2009
Associate of Applied Science - Network Information Systems
TESST College of Technology
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