Information Technology

XAVIER FRAZIER

786-***-**** **********@*****.***

IT SUPPORT OPERATIONS SERVICE DELIVERY SYSTEMS ADMINISTRATION PROFESSIONAL SUMMARY

IT support professional with department lead and senior specialist experience in healthcare and clinical research. Background includes escalation management, staff guidance, IT projects, SOP development, change management, and SLA processes. Experience includes GxP systems, Jira, Microsoft Intune, and Microsoft Entra. Supports Microsoft, Azure, Windows Server, SQL-integrated applications, and virtual infrastructure. Combines hands-on troubleshooting with support planning and technical documentation to help teams deliver consistent service.

TECHNICAL SKILLS

Service delivery and operations: Escalation management, staff guidance, SOPs, change management, SLA processes, ServiceNow, Jira, application support, backups, disaster recovery Systems and cloud: Windows Server, Active Directory, Microsoft Entra, Microsoft Intune, Group Policy, VMware, vSphere, Hyper-V, Citrix, Azure

Applications and data: SQL databases, IIS, Microsoft 365, Exchange, SharePoint, SCCM, WSUS Networking and communications: LAN/WAN, TCP/IP, FTP, Cisco, Cisco CallManager, Avaya Clinical and GxP systems: eTMF, ELN, LIMS, eQMS, eCTD, EDC PROFESSIONAL EXPERIENCE

Senior IT Specialist Syneos Health

October 2019–Present

• Administer and support business applications, web interfaces, Windows servers, SQL-integrated systems, and databases serving clinical trials, laboratory operations, research and development, and commercial teams.

• Troubleshoot front-end and back-end application issues, including web-based and SQL applications, remote desktop services, virtual environments, and call center software; support endpoint management with Microsoft Intune and identity and access management with Microsoft Entra.

• Implement, maintain, and support GxP systems and clinical research applications, including electronic trial master file and electronic laboratory notebook systems across early-phase and Phase II–IV operations.

• Develop system support and maintenance plans and solution architecture plans for SaaS and non-SaaS applications; contribute to business continuity and disaster recovery planning.

• Serve on the Clinical Pharmacology and Bioanalysis change advisory board, reviewing ticket escalations, software implementations, integrations, and system changes.

• Use ServiceNow and Jira to track support requests, manage issue status, meet SLAs, and complete requests within required deadlines.

XAVIER FRAZIER

PROFESSIONAL EXPERIENCE CONTINUED

IT Consultant Independent Consulting

June 2019

• Managed a client network and VMware environment; administered Active Directory users, groups, and folder permissions.

• Migrated users from Microsoft Exchange to Microsoft 365, managed Carbonite backups, and maintained the SQL database supporting Fishbowl inventory software. Senior IT Specialist Prestige Health Choice

September 2014–April 2019

• Supported internal staff throughout Florida and administered IT systems, Exchange accounts, Active Directory accounts, and SQL accounts.

• Managed Cisco phone systems and staff and call center accounts; monitored network health using tools including Orion.

• Developed SOPs and technical documentation for recurring issues and routine tasks, giving IT staff consistent procedures for support delivery.

• Supported facilities technology, badge access systems, and emergency response activities. CEO EL Shaddai Information Technology

2014

• Provided IT consulting services, assisting businesses with technology rollouts, implementations, and support for major projects.

Progressive IT Roles Health Choice Network

August 2006–March 2014

Department Lead January 2013–March 2014

• Led departmental IT projects and served as the highest escalation point for unresolved support issues. Guided staff in server, hardware, and software support and created SOPs to standardize departmental workflows. Systems Administrator January 2010–December 2012

• Built and administered Windows servers and SQL databases; ran backups and reviewed backup reports. Supported VMware, vSphere, Citrix, dental imaging and practice management servers, and Dell server and chassis installations.

Earlier Roles

Technical Support L2 January 2009–January 2010

Technical Support L1 January 2008–January 2009

Support Desk Analyst January 2007–January 2008

Intern August 2006–January 2007

• Delivered remote and onsite support for user accounts, Microsoft Office, email, LAN/WAN connectivity, desktops, laptops, mobile devices, printers, and other hardware and software; handled escalated issues as an L2 technician.

EDUCATION AND CERTIFICATIONS

Associate Degree in Computer Engineering Miami Dade College CompTIA A+ CompTIA Network+

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