Customer Service Technical Support
Resume:
Michael Catalano
Email: *********@********.***
Address: **** ** ******
City: Brooklyn
State: NY
Zip: 11223
Country: USA
Phone: 347-***-****
Skill Level: Senior
Salary Range: $65,000
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
MICHAEL CATALANO
2918 86 Street
Brooklyn, NY 11214
*********@********.***
systems experience
Windows XP, Windows 7, Microsoft Office 2000/XP/2010, Outlook, Active Directory, Exchange Management Console, BlackBerry Enterprise Server, Internet Explorer, FTP sites, User/Server Manager for Domains, Tracking Systems such as Remedy, Service Center, Kaseya, Tracking and MRM, VPN Remote access, Go To My PC, Ghost application for imaging a PC, Adobe Acrobat Reader 10 and lower, Mainframe applications such as Tcam and Net view, TSO/ISPF Console, RAS, Citrix, Telnet-RACO, RCMD, Financial applications such as Reuters, Software and Hardware troubleshooting and installation, SMS 1.0/2.0, Dame ware, PC Anywhere, Remote Assistance for Windows XP/ Windows 7, IPad, IPhone, BlackBerry, Android, Mobile cell phones, Network and Local Printers troubleshooting and installation
SYNOPSIS OF QUALIFICATIONS
Experience in resolving product and client installation problems by utilizing extensive product knowledge and troubleshooting experience
Experience in troubleshooting and diagnosing hardware and software issues
Experience supporting evolving state of the art systems
Ability to work in a team environment to ensure customer satisfaction and continuous improvements in service quality
Strong organizational, analytical and time management skills
Ability to resolve medium to complex issues
Solid understanding of operation systems and applications
Solid understanding of PC's at the component level applications
professional experience
Christies, New York, NY
Service Desk Analyst 5/07 9/12
Performed first line technical support for 2500 assigned users.
Troubleshot problems by means of phone, remote access of workstations and desk side support.
Maintained trouble ticket database using application called Kaseya.
Installed and troubleshot hardware and software that were needed by users to close work tickets.
Active Directory Administration such as folder access, drives mappings, accounts and profile issues.
Add, remove people and groups from Active Directory and Exchange Management Console
Create and edit new Mailing Distribution list using Exchange Management Console.
Manage full access to other people inbox, contacts and calendar using EMC.
FTP site Administration, create, edit delete users and folders.
Installed and configured network and local printers.
Troubleshot network and local printing issues from connectivity to maintenance and part replacement.
Coordinate with vendor providers such as ATT, Verizon, T-Mobile, Canon and Lenovo.
Troubleshot handheld devices physical and emails issues on Blackberry, Android, ipad / iphone.
Order handheld devices and hardware from vendors and provision new devices.
Maintain extensive excel spreadsheet of hardware and handheld devices.
Troubleshot Outlook client, user connectivity issues, created and edit rules, PST and OST issues.
Resolved network connectivity issues including off site LAN and wireless access to office network.
Wired and check all desk connectivity to ensure proper performance.
Assisted in roll out projects of upgrading computers to windows 7, office2010 and Blackberrys.
Participated in testing performance of software on computer rollout to windows 7.
Administered RSA tokens and accounts, troubleshot and installed VPN.
Troubleshot off-site laptops inability to log into the network via VPN
Imaging and backups for desktops and laptops, join computers to network domain.
Utilized Ghost for standard desktop and laptop image built.
Created, modified and added new users and computers to domain.
Performed Desktop request for move/add/change as needed.
Break/fix of desktops and laptops and swapped defective hardware with new parts.
Hip, New York, NY
Help Desk Analyst 4/06 - 4/07
Provided Tier 1 and some Tier II hardware and software support to all internal organizations.
Specific responsibilities were to support end users through phone, remote access of workstations, or in person.
Document problem and change requests, providing a complete and accurate description of issues reported into HIPs problem management system (Unicenter Service Desk.)
J.P Morgan Chase, New York, NY
Desktop Support Analyst 4/03 - 2/06
Hardware Software Support: Installed, administered, troubleshot, moved and supported hardware infrastructure.
Network Administration: Maintained network user accounts, security Win XP rollout, permissions and email accounts.
Provided ongoing NT XP administration.
MORGAN STANLEY, Jersey City, NJ 12/02 3/03
Help Desk Analyst
Performed level one technical support for firm employees using NT workstations and Windows XP.
Maintained trouble ticket database using an application called Service Center.
Received and routed all calls to second level technical support.
Handled general customer service questions.
prudential, New York, NY 4/01 11/02
Help Desk Analyst
Supported a working environment of over 10,000 Prudential and Wexford branch users global wide using NT workstation and Windows 2000 through phone support.
Worked on projects such as Reuters and Windows 2000 rolled outs.
Installed and upgraded software for firm's offsite employees through SMS and RCMD.
Troubleshot network connectivity issues including server outages and individual nodes that were unable to connect to the network.
Assisted branch and Operation Managers through rebooting NT Application and System servers.
Telnet into RISC and COMM servers for maintenance shutdowns when a branch is experiencing power outages.
Created user profiles on the NT server and reset passwords on all network servers in a WindowsNT/2000 environment.
Used Mainframe apps to perform checks and recycle wire codes, net ids SPU lines, etc. Installed drivers on LAN and personal printers. Followed up on all trouble tickets using Remedy application.
education
Computer Technical Support Program, Katharine Gibbs School
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