Support Software
Resume:
JASON NAPOLI
White Plains NY
Summary
. Accomplished Networking and Team Lead Support professional with over a
decade of diversified high-level experience at top-end companies.
. Proven leadership candidate who quickly becomes an asset to any
progressive organization.
. Has experience in providing technical support to traders and working on a
high demand trade floor.
. Has worked with the management VPs CEOS including Jack Welch from GE and
Jeff Imment, CEO of General Electric as well as developers at the
corporate offices.
. Provides excellent client service support to the end users.
. Excels in a fast pace working support center.
. Effective communication abilities and noteworthy analytical skills;
consistently meets deadlines with superior results.
. Brings the ability to interface well with diverse technical teams, along
with sound organizational skills.
. Well versed in Active Directory & Group Policy, Exchange email, TCP/IP
networking, DNS, and printer configuration.
. Experience in providing Tier 1, Tier 2, Tier 3 Helpdesk/Desktop Support
Team Lead.
. Knowledge with working with Reputable Financial Company's.
.
TECHNICAL SKILLS
Technologies Staad Pro Service Pack ( PC Anywhere Service Center
( Ghost Images ( Magic ( Cisco Switches (
Track It (Telneting on Cisco Catalyst3750 Switches
basic Commands ( Manage Now Heat ( Blackberry
Setups(Blackberry Magic ( Remedy ( VPN Setups (
Basic SMS Setups Epcor basic knowledge( Crystal
Reports basic knowledge Acronis image software and
Ghost Image Software( Iphone setups ( Patch link
software Monitor the N.O.C Dept using Cloverleaf,
and solar winds monitoring tools to monitor servers.
Vault HP Tape Drive's backups. Basic Knowledge of
Fiber patches with a Transceiver. Smart Broad
Knowledge for trainings and class work groups.
OS & Windows XP / 2007/ NT 4.0 / 98 ( Basic OS 9 and O.S
Software 10 ( MS Office / Exchange ( Lotus Notes 8.5 (
( Rumba mainframes. Amin for the Blackberry BES
Server Iphones blackberry's. Polycom Video
Conferencing, setups Patching/Cabling, LAN, WAN,
Excellent Software Knowledge of Windows 2000, XP, 7
Project rollouts testing with 32 and 64 bit
workstations. Cisco VPN knowledge Dame ware remote
tool knowledge.Pc anywhere Dame-ware remote tool.
Active Directory
PROFESSIONAL EXPERIENCE
STAMFORD HOSPITAL -Contract 12/11-Present
Desktop support and NOC Dept.
. Monitor Clover Leaf to see if there are issues going on with the
servers on the network.
. Used solar winds to monitor the network look for errors using solar
winds.
. Tape backup on a daily basis using vault server.
. Cabling and installing patch panels and running cables from the
network jacks to the patch panel.
. In charge of SLA'S and SOP'S for the group and making sure tickets
where close on time or updated.
. Roll outs and testing windows 7 64 and 34 workstations and laptops.
. Pushing out software to workstations.
. Used Remedy ticketing for tickets and inventory control.
. In charge of asset management for the dept.
. Desktop support for the whole hospital dealing with doctors and
nursing dept.
. Working knowledge in a high demand call center.
. Team lead for a group of 4.
. Working with doctors and E.R Depts. fast placed.
IBM/Prudential Securities 4/03 - 12-3-11
Networking Support/Desktop Team Lead
. Serves as a Support technician for 5,000 end users across onsite and
remote sites (level 1/2/ 3 support).
. Work with office 2007, 2010 rollouts and support.
.
. Also worked in the N.O.C Dept and monitoring servers using Solar winds
and Clover Leaf Tools.
. Uses Remedy software to track calls and tickets.
. Completes Blackberry installs and work on the BES server.
. Configured and supported blackberry devices on the enterprise sever.
. Sets up and performs maintenance on large-scale printers, as well as
connecting end users to network printers.
. Handles call center management and documentation; fields 40-50 phone
calls per day via remote support.
. Contributed in rollout of 1.000 laptops for high-demand call center
project; teams with VP's, CFO and Audit staff.
. Installs/configures antivirus software and Service Packs; troubleshoots
numerous network switch errors.
. Developed knowledge of token ring connects; works with Rit connects, CAT
5 connects, and Patch panels.
. Serves as a liaison with asset management team in taking physical
inventory.
. Responsible for day to day work such as support of the trade floor users
and of the management.
. Work part of a project based work such as desktop implementation.
. Control of all the moves add's (network connects software asset
management for different dept and all 5 building's on campus).
. Working knowledge with AD and OU management.
. Work with CAT 5 cabling and reconfiguration, running and mapping out to
the patch panel/telneting onto the switches.
. CRYSTALREPORTS basic knowledge/ EPCOR accounting software.
GE Corporate Headquarters/First Union Banks 3/01 - 3/03
Desktop Support Technician
. Completed 25% help desk and 75% desktop support for 1,300 onsite end
users; handled queue / document management.
. Provided support for VPs, CFOs, stock brokers, and audit staff (totaling
30-40 calls per day).
. Installed software for GE clients and First Union Bank; developed
knowledge of service center databases.
. Upgraded Ghost image workstations for First Union Banks in CT, NY, and
NJ.
. Upgraded network printers.
. Worked with domains, getting workstations and laptops onto the domains
correctly.
. Responsible for day to day work such as support of the trade floor users
and of the management.
. Work part of a project based work such as desktop implementation.
. Working knowledge with AD and OU management.
MDS LABS 12/00 - 02/01
Help Desk/ Desktop Support (Contract)
. Provide onsite support for 800 end-users.
. Provided 80% helpdesk and 20% desktop support which included phone
support of 30-50 calls a day.
. Troubleshoot/support team for both remote and on site.
. Worked with NT 4.0 adding user setting up accounts passwords.
. Supported MS Office including Outlook.
. Worked with Magic database.
. Team member participating in the installs of hardware and software
rollovers.
. Worked with CAT 5 cabling and reconfiguration, running and mapping out to
the patch panel.
D.O.T (State of Connecticut) 05/00 - 11/00
Help Desk/Desktop Support (Contract)
. Helpdesk phone support and desktop support for transportation dept.
. Worked with over 1,500 end-users.
. Provided installs for hardware and software.
. Worked with Staad pro service pack micro-station.
. Worked on MS Office 2000.
. Knowledge of NT 4.0.
. Used Magic and Track it database.
. Phone support for 40-50 phone calls a day.
. Set up meetings for VP's made sure everyone's PC was up and running made
sure they were on the network and on right domain for the meeting.
. Set up printers to the network.
TEXCEL INC. 01/99 - 04/00
Help Desk/Desktop Support (Contract)
. Provided desktop support for 500 clients.
. Solution provider help desk tech.
. Troubleshoot support for Windows 98, NT 4.0.
. Worked with MS Office 98.
. Provided hardware and software upgrades.
. Phone support providing 25 calls a day.
. Worked with PC Anywhere, Track it database and knowledge with O.S.9.
. Worked with IMacs and D.S.L wireless network.
EDUCATION/CERTIFICATIONS
Miami University
BS, Business Degree. (1999)
Gibbs College
A.S Degree 2002 M.I.S
A+ Certification-2000
MCSE 2001
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