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Frank Ramaglia Jr.
Technical Support and Implementation Specialist
CASTLE SHANN, PA 15234, USA
Network Engineer and Support Professional with over 18 years of successful experience in desk side / remote support and network configuration. Recognized consistently for performance excellence and contributions to success in the MSP industry. Strengths in troubleshooting and installation backed by training in Microsoft products and cloud services.
Work Experience
Service Desk Consultant Level 2 • Wolf Consulting LLC
June 2023 - Present
- Assist customers with day to day issues.
- Provide remote support for users at various locations around Southwestern PA.
- Troubleshoot, diagnose, and repair ISP and network issues for home users.
- Troubleshoot, diagnose, and repair end user equipment.
- Manage tickets via the Connectwise ticketing system.
- Assist with on boarding and technical training of new users.
- Follow documented SOPs for client environments when upgrading, creating, and installing network hardware and setting up users.
- Maintain client notes within the IT Glue system.
- Setup and configure Sonicwall Firewalls.
- Troubleshoot and reconfigure various network and internet access issues including security filtering, port forwarding, geo-ip filtering issues.
- Work with outside vendors to troubleshoot issues as needed.
- Worked heavily in the setup and troubleshooting of Office365/Entra accounts for end users.
- Setup email filtering, SPF, DKIM, and DMARC security in various email system including the ProofPoint filtering system.
Customer Solutions Manager • Connectel Inc.
October 2021 - May 2023
- Managed a team of 4 members to complete tickets and requests in a timely manner while maintaining SLAs and customer agreements.
- Drove processes and improvements to ensure requests and orders are completed within advertised expectations.
- Became proficient in the MaaS360 Mobile Device management system.
- Managed customer inventory and device provisioning in-house.
- Worked mainly with IOS and iPad devices
- Maintained notation and documentation in the Zendesk ticketing system to manage individual customer needs and changes.
- Respond to tickets via multiple methods of communication including email, web, and phone.
- Managed features and maintained cellular lines via multiple carriers for smartphones, basic phones, tablets, modems, and other data devices.
Assisted in the installation of cellular modems for internal network usage.
Technical Support Specialist • Credit Management Company - Pittsburgh, Pennsylvania
September 2020 - June 2021
- Assist customers with day to day issues.
- Provide remote support for users at various locations around the country.
- Troubleshoot, diagnose, and repair ISP and network issues for home users
- Troubleshoot, diagnose, and repair end user equipment. Assist installations.
- Manage tickets via the Ready Desk ticketing system.
- Assist with on boarding and technical training of new users.
Field Technician Tier II • PGH Networks - Pittsburgh, Pennsylvania
November 2019 - March 2020
- Assist customers with day to day issues.
- Provide onsite and remote support for users at various locations around the area.
- Manage personal schedule of dispatched remote and onsite tickets.
- Troubleshoot wireless networks and firewalls including Ubiquiti and Sophos devices.
- Order, Image, and Install PC setups for various customer groups.
- Manage tickets via the Connectwise Manage ticketing system.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Cloud and Network Administrator • Opal Business Solutions
February 2019 - November 2019
. Assist customers with day to day issues.
. Provide onsite and remote support for users at all facilities.
. Order, Image, and Install PC setups for various customer groups.
. Design and Implement/upgrade computer and network systems.
. Migrate customer server between data centers and to the Azure cloud and
utilize SSO.
. Ensured continuity of computer and telephone system services for users
through technical expertise, assistance and project coordination.
Network Systems.
IT Manager • Allegheny Millwork
May 2016 - February 2019
• Install and maintain upgrades to computer and network systems.
• Provide onsite and remote support for users at all facilities.
Order, Image, and Install PC setups for various functional groups Troubleshoot and Repair all IT equipment Implemented upgrade to virtual server environment with server vendor.
• Produced Project and Asset reports each month, updating customers and senior leaders on progress and roadblocks.
• Wrote policy, procedure, and manuals governing internal IT use.
• Closely collaborated with project members to identify and quickly address problems.
Junior Network Administrator/Field Technician • Lantek Computer Services
April 2013 - May 2016
- Support clients in the field with various computer, printer, software, and network installations and issues
- Provide onsite support for various clients' workstation and network installations
- Image and install standardized PC setups for the Promed/Highmark rollout
- Repair customer printers and computers in house
- Lead tech in EQT SSD refresh project.
- Developed and refined build process and configurations, and contributed to network automation.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and executed resolution for all network and server issues.
Tier 1 Support Specialist • Petrosoft Inc.
February 2013 - April 2013
- Support clients with cstoreoffice software
- Support clients with cash register issues Troubleshoot price book and inventory issues.
- Worked with Service Station customers to understand needs and provide efficient service.
- Maintained excellent attendance record, consistently arriving to work on time.
Support Specialist • Walgreen Specialty Pharmacy
January 2006 - January 2013
- Supported End-users with Desktop, Mobile Devices, Printers, and Network issues; PC and software setup and deployment; Shipping system integration and maintenance; Maintained internal inventory of computer equipment.
- Active directory support including user creation/deletion, security and permission adjustments, and OU management Group Policy Management
- Server and Enterprise network troubleshooting; Backup tape rotation maintenance; Data and phone-wiring troubleshooting and repair.
- Assisted Managers and End Users with all support needs.
Patched software and installed new versions to eliminate security problems and protect data.
- Executed various techniques, including Troubleshooting and Configuration to maintain servers and systems, keeping networks fully operational during peak periods.
Education
ITT Technical Institute
Computer Network Systems
2005 - 2009
Skills
- Troubleshooting
- Evaluations
- Phone System Administration
- Network Configuration
- System Administration
- Project Coordination
- Inventory Management
- Wireless Networking
- Word
- Office 365
- Documentation Skills
- Veeam Backup & Replication
- Linux
- VMware
- citrix virtual desktop
- Microsoft Exchange
- Office365 email administration and migration
- Linux configuration and administration
- Network/Cloud Technology Management and Implementation
- Web Servers (Apache
- IIS
- etc...)
- Connectwise Suite/Automate
- LogMeIn Rescue and Team Viewer support and administration
- Azure Administrator Associate Certified
- Wireless Networking Implementation including Aruba and Ubiquiti
- IT asset inventory management
- Vmware/Virtualization Windows Server 2016/Active Directory
- Windows XP/7 Certified and Trained
- VOIP Phone System Administration
- Remedy ticketing system
- A+ Certified and Network+ Certified
- VEEAM
- Tape
- Cloud
- and Open Source backup systems
- Remote system administration and Support
- Physical to virtual/cloud migrations
- SonicWall Firewalls
- liongard
- IT Glue
- OneDrive
- SharePoint
- Office 365 Administration
- ProofPoint
- KnowBe4 Email Security
- Google Drive
Languages
- English — Native or Bilingual
Frank Ramaglia Jr.
Technical Support and Implementation Specialist
CASTLE SHANN, PA 15234, USA
Network Engineer and Support Professional with over 18 years of successful experience in desk side / remote support and network configuration. Recognized consistently for performance excellence and contributions to success in the MSP industry. Strengths in troubleshooting and installation backed by training in Microsoft products and cloud services.
Work Experience
Service Desk Consultant Level 2 • Wolf Consulting LLC
June 2023 - Present
- Assist customers with day to day issues.
- Provide remote support for users at various locations around Southwestern PA.
- Troubleshoot, diagnose, and repair ISP and network issues for home users.
- Troubleshoot, diagnose, and repair end user equipment.
- Manage tickets via the Connectwise ticketing system.
- Assist with on boarding and technical training of new users.
- Follow documented SOPs for client environments when upgrading, creating, and installing network hardware and setting up users.
- Maintain client notes within the IT Glue system.
- Setup and configure Sonicwall Firewalls.
- Troubleshoot and reconfigure various network and internet access issues including security filtering, port forwarding, geo-ip filtering issues.
- Work with outside vendors to troubleshoot issues as needed.
- Worked heavily in the setup and troubleshooting of Office365/Entra accounts for end users.
- Setup email filtering, SPF, DKIM, and DMARC security in various email system including the ProofPoint filtering system.
Customer Solutions Manager • Connectel Inc.
October 2021 - May 2023
- Managed a team of 4 members to complete tickets and requests in a timely manner while maintaining SLAs and customer agreements.
- Drove processes and improvements to ensure requests and orders are completed within advertised expectations.
- Became proficient in the MaaS360 Mobile Device management system.
- Managed customer inventory and device provisioning in-house.
- Worked mainly with IOS and iPad devices
- Maintained notation and documentation in the Zendesk ticketing system to manage individual customer needs and changes.
- Respond to tickets via multiple methods of communication including email, web, and phone.
- Managed features and maintained cellular lines via multiple carriers for smartphones, basic phones, tablets, modems, and other data devices.
Assisted in the installation of cellular modems for internal network usage.
Technical Support Specialist • Credit Management Company - Pittsburgh, Pennsylvania
September 2020 - June 2021
- Assist customers with day to day issues.
- Provide remote support for users at various locations around the country.
- Troubleshoot, diagnose, and repair ISP and network issues for home users
- Troubleshoot, diagnose, and repair end user equipment. Assist installations.
- Manage tickets via the Ready Desk ticketing system.
- Assist with on boarding and technical training of new users.
Field Technician Tier II • PGH Networks - Pittsburgh, Pennsylvania
November 2019 - March 2020
- Assist customers with day to day issues.
- Provide onsite and remote support for users at various locations around the area.
- Manage personal schedule of dispatched remote and onsite tickets.
- Troubleshoot wireless networks and firewalls including Ubiquiti and Sophos devices.
- Order, Image, and Install PC setups for various customer groups.
- Manage tickets via the Connectwise Manage ticketing system.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
Cloud and Network Administrator • Opal Business Solutions
February 2019 - November 2019
. Assist customers with day to day issues.
. Provide onsite and remote support for users at all facilities.
. Order, Image, and Install PC setups for various customer groups.
. Design and Implement/upgrade computer and network systems.
. Migrate customer server between data centers and to the Azure cloud and
utilize SSO.
. Ensured continuity of computer and telephone system services for users
through technical expertise, assistance and project coordination.
Network Systems.
IT Manager • Allegheny Millwork
May 2016 - February 2019
• Install and maintain upgrades to computer and network systems.
• Provide onsite and remote support for users at all facilities.
Order, Image, and Install PC setups for various functional groups Troubleshoot and Repair all IT equipment Implemented upgrade to virtual server environment with server vendor.
• Produced Project and Asset reports each month, updating customers and senior leaders on progress and roadblocks.
• Wrote policy, procedure, and manuals governing internal IT use.
• Closely collaborated with project members to identify and quickly address problems.
Junior Network Administrator/Field Technician • Lantek Computer Services
April 2013 - May 2016
- Support clients in the field with various computer, printer, software, and network installations and issues
- Provide onsite support for various clients' workstation and network installations
- Image and install standardized PC setups for the Promed/Highmark rollout
- Repair customer printers and computers in house
- Lead tech in EQT SSD refresh project.
- Developed and refined build process and configurations, and contributed to network automation.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Diagnosed and executed resolution for all network and server issues.
Tier 1 Support Specialist • Petrosoft Inc.
February 2013 - April 2013
- Support clients with cstoreoffice software
- Support clients with cash register issues Troubleshoot price book and inventory issues.
- Worked with Service Station customers to understand needs and provide efficient service.
- Maintained excellent attendance record, consistently arriving to work on time.
Support Specialist • Walgreen Specialty Pharmacy
January 2006 - January 2013
- Supported End-users with Desktop, Mobile Devices, Printers, and Network issues; PC and software setup and deployment; Shipping system integration and maintenance; Maintained internal inventory of computer equipment.
- Active directory support including user creation/deletion, security and permission adjustments, and OU management Group Policy Management
- Server and Enterprise network troubleshooting; Backup tape rotation maintenance; Data and phone-wiring troubleshooting and repair.
- Assisted Managers and End Users with all support needs.
Patched software and installed new versions to eliminate security problems and protect data.
- Executed various techniques, including Troubleshooting and Configuration to maintain servers and systems, keeping networks fully operational during peak periods.
Education
ITT Technical Institute
Computer Network Systems
2005 - 2009
Skills
- Troubleshooting
- Evaluations
- Phone System Administration
- Network Configuration
- System Administration
- Project Coordination
- Inventory Management
- Wireless Networking
- Word
- Office 365
- Documentation Skills
- Veeam Backup & Replication
- Linux
- VMware
- citrix virtual desktop
- Microsoft Exchange
- Office365 email administration and migration
- Linux configuration and administration
- Network/Cloud Technology Management and Implementation
- Web Servers (Apache
- IIS
- etc...)
- Connectwise Suite/Automate
- LogMeIn Rescue and Team Viewer support and administration
- Azure Administrator Associate Certified
- Wireless Networking Implementation including Aruba and Ubiquiti
- IT asset inventory management
- Vmware/Virtualization Windows Server 2016/Active Directory
- Windows XP/7 Certified and Trained
- VOIP Phone System Administration
- Remedy ticketing system
- A+ Certified and Network+ Certified
- VEEAM
- Tape
- Cloud
- and Open Source backup systems
- Remote system administration and Support
- Physical to virtual/cloud migrations
- SonicWall Firewalls
- liongard
- IT Glue
- OneDrive
- SharePoint
- Office 365 Administration
- ProofPoint
- KnowBe4 Email Security
- Google Drive
Languages
- English — Native or Bilingual