Matthew Laccetti

* ******* ***** ***** ********, NJ 07866

973-***-****

acum3n@r.postjobfree.com

https://www.linkedin.com/pub/matt-laccetti/4/2b5/825

Customer-centric, professional Desktop Support Technician experienced in supporting a broad spectrum of computer operating systems, applications, and hardware.

AREAS OF EXPERTISE:

End-user Support

C-Level Executive support

Customer Service

Problem/Troubleshooting Resolution

Tax/Finance/Legal/IT Department support

Vendor Management

Windows 10,8,7,XP

Apple/MAC iOS

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Visio

Microsoft Outlook

IBM Lotus Notes

Microsoft Access

Microsoft Project

Project Management tools

Microsoft Office 365

Microsoft Windows Sysinternals

MS Windows Server 2003-12

Active Directory (AD)

Audio/Visual Set-up

VoIP Phone

Antivirus Protection

Antivirus/Malware Tools

Altiris

Microsoft SCCM

Symantec Ghost

VPN Client support

BlackBerry Enterprise Server

BlackBerry Desktop Manager

Smartphone support, Android, iOS, windows

BYOD support

PCAnywhere/Remote Desktop Apps

WebEx

Cloud Computing

Mainframe

UNIX

MS Lync/Communicator

Cisco Jabber

File Encryption Software

Software Configuration

FaxSys

Helpdesk Ticketing applications

Service Now

Salesforce - Remedy

Zixmail

Active Kill Disk

Adobe Acrobat

Adobe Reader

Excellent customer service, communication and written business skills;

Constant involvement providing updates to clients from beginning to satisfactory resolution

Consistently conveys competence and concern to end users;

Strong ability to effectively multi-task and adapt to changes quickly;

Performs with a sense of urgency for rapid issue resolution.

Able to improvise in order to create insightful solutions to often-complex problems or issues;

Motivated self-starter, uses initiative to step outside of job scope for the benefit of the company ;

Ability to work independently or in a group/team effort

Easily interacts with non-IT-centric business professionals;

Comfortable working with C-Level management (VIPS, Execs), business partners, peers and clients;

Consistently exceeds established goals and objectives through insightful strategic initiatives to integrate emerging technology for greater operational efficiency and profitability;

Thrives in high-volume, fast-paced environments.

Displays outstanding technical and professional services skills

PROFESSIONAL EXPERIENCE:

CompuCom Systems, Inc. 7/2015-Present

Client: CIT

Senior Desktop Support Specialist

The CIT Group, LLC 9/2000-7/2015

Senior Desktop Support Specialist

First/Second level support for office software, hardware, telecom, in-house applications and network incidents.

Perform troubleshooting and repair of all desktop/laptop/printer equipment, break/fix.

Diagnose hardware and software problems.

Installation of software updates and patches.

Perform Installs, Moves, Adds and Changes (IMACs) of hardware and software.

Experience with a CRM/Helpdesk ticketing systems (Service Now, Remedy, Salesforce).

Develop and maintain technical knowledgebase articles.

Developed desktop equipment lifecycle process from receipt of equipment to decommission.

Responsible for training new desktop technicians.

Managed team of deployment technicians during Windows 7 upgrade project.

Point of contact for outside vendors; managed print project, hardware decommission pick-ups, software providers.

Leader and member of all roll out projects including software, hardware, phones, and printers.

Implement IT projects involving hardware, software, cloud and hosted environment solutions.

Provided support to Attorneys/Legal Department applications, iManage and Workshare.

Provided analysis and develop recommendations to improve desktop, printer, network and technology infrastructure.

Provided s Application support to Accounting, Tax, and other financial groups.

Strong PC skills in all Microsoft applications.

Legal Department Experience

Provided supported for legal department (45 members)

Executive support for General Counsel, Chief Corporate Counsel and Chief Litigation Counsel

Installation and configuration legal applications, Filesite, Workshare Compare,

Troubleshoot legal applications and website access.

TECHNICAL HIGHLIGHTS:

Desktop/Laptop Proficiency:

Imaging with Symantec Ghost and Altiris System.

Configured and deployed laptops, desktops and peripherals.

Performed data backup and reimaging of workstations.

Supported all Microsoft Applications.

Supported proprietary and commercial applications.

Installed and configured software applications.

Apple OS and hardware.

Virus and malware removal using commercial removal tools and manual methods.

Perform IMAC related tasks as assigned.

Data migration and recovery.

Operating System Proficiency:

Windows 10, 8, 7, XP, NT, 2000, 98/95.

Apple OS, iOS, Android.

Windows Server 2003-2012.

Desktop Engineering Proficiency:

Create, test and develop current Workstation images.

Create images for multiple desktop and laptop hardware configurations.

Applied required and optional updates and security patches.

Installed applications and tested performance.

Investigate, diagnosis, test and Improve hardware/software performance using MS Windows Sysinternals.

Networking Proficiency:

Basic network connection problem-resolution.

Configured network card settings, IP addresses and DNS settings.

Implemented wireless connectivity.

Hardware/Peripherals Proficiency:

Configured user local and network printers.

Performed VoIP desktop telephone support.

Setup conference room and desktop audio/visual capabilities.

Cisco Jabber & MS Lync setup.

Mobile Devices Proficiency:

Supported remote users of VPN and Citrix.

Supported smartphone and tablets for BlackBerry, iPhone and Android devices.

Performed all administrative services on a BES server.

Managed corporate account support with carrier networks.

Account Administration Proficiency:

Managed Active Directory user and computer accounts.

Supported Microsoft Exchange Mailboxes.

Supported Good server and app.

Administrated BlackBerry Enterprise Server.

Supervised guest WIFI usage.

Supported Mainframe/Unix environments.

Created and administered network file shares.

Managed local workstation user groups.

Business Continuity / Disaster Recovery:

Planned and participated in Disaster Recovery exercises for supported sites.

Created and maintained recovery documentation.

Assisted remotes sites during the disaster recovery exercises.

Asset Management Proficiency:

Responsible to receive and inspect new equipment.

Managed the inventory records of new and existing equipment.

Coordinated and reported the decommissioning of defective and obsolete hardware.

Managed corporate account support with carrier networks.

Support-centric Proficiency:

Supported all users ranging from C-Level Executives, VIPs to intern-level staff.

Performed support in person and via WebEx, LogMeIn and PCAnywhere.

Served as a liaison between the end-user and the software and/or hardware vendor support.

Provided LAN support in a multiple domain structure.

Helpdesk Proficiency:

Skilled in the use of desktop support applications ServiceNow, Salesforce, and Remedy.

Process incoming helpdesk requests via phone, email and walk-up.

Triage and prioritize help desk requests.

Effectively communicate with users and document requests.

Follow standard help desk procedures to identify and escalate situations, track, and route requests.

Develop documentation library and knowledge base for support calls.

Application Proficiency:

Installation and configuration of in house proprietary and vendor supplied applications.

Application support for Tax, Legal, and Finance departments.

Point of contact between users, vendors and in house developers to support applications.

Administer application user profiles.

Develop documentation for support and troubleshooting applications.

Training of user community in the use of applications.

Video Conference Proficiency:

Set up and configuration of video conference equipment

Troubleshoot video conference connection issues

Schedule and connect video conferences

Monitor ongoing conferences with Cisco TMS video conference portal software

EDUCATION:

Montclair State University

Master of Arts (1996)

William Paterson University

Bachelor of Science (1989)

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