Technical Support Customer Service
Resume:
Rocco Joseph Garzione
Inverness, FL. 34450
ad2m74@r.postjobfree.com
TECHNICAL PROFICIENCIES
Remote and Desktop Support, Customer Service, Phone Support, All versions of Microsoft Windows including Server, Troubleshooting, Microsoft Office, Microsoft Teams, Salesforce, Skype, Refresh, Rollout, Linux, iPhone, iPad, Apple Airport, iOS software and configuration, Android OS, Android Tablet, TCP/IP, Ethernet, VPN, DHCP, DNS, Computer Hardware, Laptops, Tablets and Microsoft Surface, Switches, Firewalls, WiFi, Microsoft Edge, Chrome, Firefox, Visio, Acrobat, Photoshop, Virus and Malware Removal And Prevention, Linux, Salesforce, Octa, HubSpot, Virtualization, VMware, VNC, WireShark, GoToAssist, Bomgar, LogMeIn, TeamViewer, VPN, Android, SCCM, JIRA, BitLocker, Symantec Endpoint Protection, Teams, WebX, Zoom EXPERIENCE
Technology Conservation Group, Inc., Lecanto, FL
October 2023 – January 2024
Technician, E-Test Department
• Checked incoming servers, laptops, printers and electronic test equipment for proper functionality. Repaired or escalated to specialized repair department as necessary
• Ensured proper removal of personal and corporate information from all devices and proper data destruction of storage hardware ZT Systems / Veriscale Engineering, Secaucus, NJ
June 2019 – April 2023
SENIOR SUPPORT ASSOCIATE
• Managed level 1 technical support incidents with customers such as Verizon while maintaining a high-level customer satisfaction and resolutions without escalation to higher levels or engineering
• Assisted customers in troubleshooting & repairing computer servers while triaging and prioritizing cases to maintain SLAs at over 4000+ locations
• Provided an ongoing commitment to maintain technical currency for the entire department and myself as technology progressed
• Received and placed calls while maintaining high levels of customer satisfaction, adherence to SLAs, and closed Salesforce tickets when completed
• Followed strict escalation procedures to ensure timely resolution of issues before SLA was breached
• Installed, removed and relocated computing equipment, including servers and related hardware
• Conducted training for new hires, service desk employees as well as the manager of the service desk itself
• Assisted in special projects where needed throughout the company to ensure continuous process improvement of the service desk
• Worked efficiently as part of a diverse team as well as independently PDI Professional Disposables Int., Chestnut Ridge, NJ April 2020 – December 2020
TECHNICAL SUPPORT SPECIALIST
• Provided all types of technical support in a Windows and iOS based corporate environment involving IT and CIS services from executive level down
• Refreshed, maintained, imaged, upgraded and deployed Lenovo, Dell and Microsoft desktop computers and laptops including hands on desk side and remote support, software installation and problem resolution
• Performed more than 75 Windows 10 migrations and refreshes for new users, existing employees and new hires including data migration
• Refreshed and deployed iPhones providing hardware and iOS updates
• Entered and resolved cases utilizing the ManageWise customer resource tracking CRM system
• Utilized Active Directory management tools to manage users and computers
• Installed and supported Office365, Visio, .net, Trend AV and other software as required Wyndham Worldwide, Parsippany, NJ
April 2019 –March 2020
TECHNICAL SUPPORT TECHNICIAN
• Provided high levels of employee satisfaction and reduced end user downtime in a fast-paced corporate environment involving IT and CIS services from executive level down
• Repaired, maintained, imaged, re-imaged, updated, upgraded and deployed laptop and desktop computers based on Windows 7 and 10, including performing hands on and remote support and troubleshooting utilizing Bomgar and other remote access utilities
• Managed Windows 7 to Windows 10 migrations, refreshes, imaging for over 250 new users, existing employees and new hires
• Troubleshot iPad and iPhone issues including network configuration and software installation and updating
• Entered and resolved cases utilizing PeopleSoft customer resource tracking CRM system
• Utilized Active Directory management tools to manage users and computers
• Installed and supported Microsoft Office, Visio, Java and other software as needed GENERAL-DEVICES (GD), Ridgefield, NJ
June 2016 – April 2019
SUPPORT TECHNICIAN
• Demonstrated extensive troubleshooting skills with computer-based Emergency Room devices
• Troubleshot & repaired computer-based emergency equipment that utilized Windows XP, 7 and 10 for over 1000 remote users at over 600+ hospitals
• Troubleshot Windows environment utilizing Cisco GoToAssist and VNC
• Assisted end users in SQL database queries of First Responder teams ER call in data
• Provided desktop support for Android, iPad and iPhone devices including resolving network connectivity and software installation and configuration
• Installed, removed and relocated the equipment, including the peripheral devices, printers, scanners, IP Phones, workstations, uninterruptable power supplies and laptops
• Conducted training for end users on VOIP phones, desktop computers, laptops, tablets, custom software and all related peripherals such as printers
• Assisted in wired and wireless networking installation and configuration
• Utilized knowledge of Microsoft Server, LAN, WAN, and Active Directory
• Installed, tested and configured anti-virus and anti-malware software such as McAfee, Kaspersky and Symantec EPP
• Worked under strict timelines to complete tasks in a timely manner including documenting the status and resolution EXPRESS-SCRIPTS, Franklin Lakes, NJ
November 2015 – January 2016
UPGRADE / ROLLOUT TECHNICIAN (Short term contract – rollout / upgrade)
• Provided upgrades of desktop and laptop computers from XP and Windows 7 to Windows 10, while minimizing downtime and data loss
• Demonstrated extensive troubleshooting skills repairing desktop and laptop computers
• Provided support for Android and iOS tablets and phones
• Installed and relocated technical equipment, including the desktop computers, laptops, scanners, IP Phones, and network devices
• Trained users on the phones, desktop computers, laptops, iOS and Android tablets, software and all related peripherals
• Setup wireless network configuration and verified VPN function on all types of computing devices
• Worked under strict timelines to complete tasks in a timely manner including documenting the status and resolutions
• Configured VPN on laptops and verified the functionality of McAfee Antivirus and Endpoint Encryption AIJ COMMUNICATIONS
April 2010 – December 2015
• Provided customers with items not easily sourced such as obsolete electronic components and spare parts
• Provided tablet and personal computer support
• Achieved high levels of customer feedback
• Performed computer and server maintenance including hardware installation, OS maintenance and software upgrades
• Provided sales of computers, networking hardware and software, as well as configuration and training for small business clients and home users
UBS, NYC
December 2013 – January 2014
ROLLOUT TECHNICIAN (Short term contract – rollout / upgrade)
• Performed Desktop PC installs, moves and other support duties including troubleshooting and rollouts
• Worked successfully in team environments and alone for large corporations such as UBS in Manhattan
• Provided efficient computer deployment under the direction of senior team members
• Performed desktop computer and printer installation and roll outs to new locations EDUCATION AND CERTIFICATIONS:
• ROCKLAND COUNTY COMMUNITY COLLEGE/SUNY, SUFFERN, NY
• MCP - Microsoft Certified Professional
• MAC - OSX ios Network Installation and Configuration Training
• Veriscale Corporate Certified in server hardware repair and assembly
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