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Microsoft Office Technical Support

Oakland, Tennessee, United States
May 30, 2017

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Aaron Santucci

Oakland TN, *****

901-***-**** Mobile

Server Systems Administrator

Solutions-focused individual with a broad range of IT experience. Effective at managing multiple projects in a fast-paced, time sensitive environment. Adept at mastering new responsibilities and resolute in providing superior customer service.


CompTIA A+

CompTIA Network+

Microsoft Certified Windows Server 2003 Environment (MCP)

Cisco Certified Network Associate (CCNA) – Expired Fed 2015

Core Competencies

Microsoft Windows (XP/7/10)

Windows Server 2008 R2 and 2012 R2

Installation/Trouble Shooting

Virtualized Environment (VMware vSphere 5.5, & Hyper-V)

Microsoft Office Suite 2013 & 365

Networking (IP, DHCP, DNS, VPN, VLAN, VoIP)

Barracuda 310 Web Filter

Exchange 2013

Meraki Access Point (AP), Switches & Security Devices (Firewall)

Dell Power Connect 6248P Switches

Active Directory (AD)

Group Policies Objects (GPO)

Printer Management

Resolving Ticket System

Customer Support

Remote Office Support

Office 365 Support

Phone Support

Professional Experience

Help Desk Technician Top Rx, LLC, Bartlett, TN 2013 –2017

Perform Help Desk technical support (Tier 1 and Tier 2) for Sales, Finance, Customer Support, Purchasing, Compliance and administrative functions. Assist with Tier 3 projects as required.

Support 200+ end users at corporate offices and 3 out-of-state remote locations

Achieved a response rate of 99.3% within one hour of Help Desk ticket submission

Manage all printers and other peripherals

Assist with all network refresh activities

Support the following systems:

oPro-Watch® Security Management Suite 4.1

oBasic IBM iSeries Application System (AS) 400

oOffice 365 and assisted with the Office 365 migration

oVMware vSphere 5.5

oVideo conference systems and meetings

oAnti-Virus Suit (ESET Endpoint Antivirus)

oAvaya Phone System - Voice Mail & Integrated Management Site Administrator 6.0, Avaya One-X Attendant 4.13 & PBX

Advanced PC Technician Strike IT / eBryIT, Chicago, IL 2013 –2013

Sub-Contracted by Dell to Experian Credit Report

Replaced and/or imaged user systems

Traveled to multiple Experian sites around the US

Used Dell migration tools to setup users new system/profiles

Used MacAfee End-Point Encryption

Imaged new Dells with Experian image

Interviewed employees to determine their software needs

Assisted in the hardware/software selection process

PC Technician/Sale Executive TEKSystems, Memphis, TN 2011- 2012

Sub-Contracted to work for ALSAC and Unistar-Sparco Computers, Inc.

Responsible for moving employees’ equipment to new location with setup

Upgraded IBM Lotus Notes to Microsoft Office 2007 or Microsoft Office 2010

Generated orders and quotes from customers and followed-up with the progress of the order to ensure completion and customer satisfaction

Provided Customer support for sales and customer IT questions

Repair Technician Tear 2 Volt Workforce Solutions, Memphis, TN 2010 –2011

Contracted by Volt to work at FedEx Technical Repair Center (TechConnect)

Performed disassembly and root-cause analysis for damaged FedEx delivery signature pads (X Pad)

Repaired signature pads with functioning hardware and software

Responsible for inventory, shipping and X Pads imager repair

Career Note: Additional Experience as Temporary Call Center Representative supporting teachers and staff at the Memphis City School Technical Support Center.


Southern Illinois University Carbondale

B.S., Information System Technology

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