Ralph Ofugara
Melissa
Summary
Technical support specialist with over 9 years of experience in the networking industry. An excellent reputation for resolving problems, improving customer satisfaction, and driving overall operational improvements.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Snr Technical Support Engineer
Palo Alto Networks
09.2022 - Current
- Designated engineer with 3 dedicated Accounts where all technical troubleshooting and support is provided by me.
- Having weekly/bi-weekly discussions with clients and teammates united in the single goal of supporting the product. We discuss customers challenges thereby maintaining transparency that ultimately leads to an excellent business partnership.
- Conducted root cause analysis of technical issues, implementing preventive measures for future occurrences.
- Expertise with Remote Access VPN solutions( GlobalProtect), IPSEC, Authentication Protocols (LDAP, RADIUS etc.)
- Working with prisma access, AWS, Azure and Vmware
- Provide Tailored Release Strategy (TRS).
- Creating Jira and working devops team to resolve issues with software codes.
Incubation Support (Advanced Resolution)
AT&T Inc.
04.2014 - Current
- Subject matter expert in multiple tools including MYCSP, CRM/CLARIFY , LSBBT G2 BBNMS FORCE/ EDGE, CMS and XVU tools
- Investigate latency and bandwidth issues causing slow internet speeds for customers with such concerns
- Provide large scale support to enterprise users (5000+ users), including procedural documentation and relevant reports
- Upgrading network platforms
Education
Bachelor of Science - Electrical Engineering
Ambrose Alli University
EkpomaSkills
- Strong verbal communication
- Focused on excellent Technical support for dedicated customers
- Traffic related issue resolution including decryption, encryption
- Network Management
- Network Security
- IPSEC, GlobalProtect and Clientless VPN
- User ID troubleshooting
- Prisma Access
- OSPF, BGP
- Static & Dynamic Routing
- Network Troubleshooting,
- Internet protocol Suite (TCP/IP)
- Isolate, troubleshoot and resolve advanced network issues on Layer 1, layer 2, and layer 3 network devices
- PANOS systems
Technical Competence
- SOFTWARE: Wireshark, Cisco Packet Tracer, GNS3, Microsoft Office
Suite (Word, Excel, PowerPoint). - PANOS CLI and GUI
- Proficiency with Salesforce and Jira
- ROUTING: Static Routing, OSPF, BGP, GRE, MPLS, NAT, DHCP, NTP, IP, QoS, Route
Filtering, Redistribution, Multicasting, Summarization - SWITCHING: STP, VTP, VLANs, Trunking, Layer 3
capabilities. - SECURITY: Site-to-Site VPN, Remote Access VPN, GRE, IPSec, NAT
- Competence with Linux (redhat, Centos) Vmware ESX, ESXI
Additional Information
- Flexible with Schedules
- Ability to learn and understand very fast
- Strong time management skills that enable on-time project delivery
- Ability to multi-task and meet set commitments
- Strong ability to deescalate irate/unsatisfied customer situation
- Ability to work effectively in a fast-paced and rapidly changing environment
Certification
- CCENT – Cisco Certified Entry Networking Technician
- CompTIA Network+
- Security +
Timeline
Snr Technical Support Engineer
Palo Alto Networks
09.2022 - Current
Incubation Support (Advanced Resolution)
AT&T Inc.
04.2014 - Current
- CCENT – Cisco Certified Entry Networking Technician
- CompTIA Network+
- Security +
Bachelor of Science - Electrical Engineering
Ambrose Alli University
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