Technical Support Help Desk

Andrew D. Lucibello

*** ********* ******* ******** ** 37064 Phone: 267-***-**** 267-***-**** *************@*******.***

Key Skills

Troubleshooting & Issue Resolution

End-user Training & Support

Time Management

Scheduled & Ad Hoc Maintenance

Team Building and Management

Ability to Work Under Pressure

Self-Motivated

Project Management

Disaster Recovery

Root Cause Analysis

Multitier System Implementation

Detailed Documentation

Network & System Security

Vulnerability Assessments

Excellent Interpersonal Skills

System Monitoring

Remote Technical Support

Adaptability

Systems Integration

Global Network Architectures

Disaster Planning and Management

Education

Berklee College of Music 1981

Performance Diploma

Certifications

25+ Years Hands on Experience

Personal Interests

Volunteer at local homeless shelters

Music Education for Children

Enjoy performing Jazz Improvisation

Enjoy researching and traveling to foreign countries.

Avid chef fusing international cuisine

Playing pickup basketball

Learning Languages

New Technology

SENIOR IT SUPPORT PROFESSIONAL

Delivering Expert Strategies and Solutions for Enterprise Systems

Solutions-driven professional with 25+ years’ experience providing rapid and client-focused technical support for global end-to-end IT infrastructures. Hands on experience designing, implementing, managing and maintaining LAN/WANs, server infrastructures and data-center operations across Unix, Linux, Windows, Android, iOS and Mac OS X platforms. Demonstrated capacity to identify root causes and direct users to lasting resolutions. Adept at articulating complex technical concepts to users of varying technical understanding. Outstanding interpersonal strengths. Strong leadership skills managing all IT professionals. Well versed in a variety of common operating systems, applications, and hardware with a proven ability to master new tools and technologies quickly. Owned and operated successful businesses.

Technology Summary

Security Technologies:

Cisco, Watchguard, Sonic, Retina Network Security Scanner; SSH, SSL, Digital Certificates, Webroot, SAAS (Proofpoint, McAfee Total Protection etc.), Anti-Virus Tools (Norton, Symantec, AVG, Ghost etc.)

Systems:

Windows (all), OSX, Android, iOS, Unix-Based Systems (Solaris, Linux, BSD), Cisco IOS, Fireware

Networking:

LANs, WANs, VPNs, Routers, Firewalls, TCP/IP, DNS, DHCP,DDI, SDN, NFV, Fiber, NAS, SAN

Software:

Web:

Phone:

VOIP:

IVR/FAX:

Surveillance:

Audio/Visual Music:

MS Office, SQL, MySQL, Access, Exchange, Wireshark, ZenDesk, Spiceworks, Nmap, Dell OpenManage, Backup, Quickbooks, Dynamics, Filemaker, Solar Winds, CRM, Sage

HTML, XHTML, XML, Java, JavaScript, .net, ASP.net, Dreamweaver, FrontPage, Google Analytics

Nortel, Toshiba, AT&T, Vonage

Broadview, 3CX, Vonage, Toshiba, Skype

Broadfax, Rainbow, Five9, Freshdesk

Lorex, Foscam, Samsung, ADT, Frontpoint

Apple, Samsung, Yamaha, Sony SSL, Pioneer, Onyx, Gibson, Fender, Peavey Behringer, Korg, Tascam, Roland, EMU, Kurzweil Toshiba, Bose, Polk, JBL, Infinity, ElectroVoice, Oberheim

Employment Details

CGPC Solutions. Philadelphia PA.

Senior IT Support Specialist May 2017 - Sept 2017

Increased Company Help Desk resolutions by implementing efficient ticketing system thus increasing company project load by 25%

Designed Power BI dashboards for company owners as a powerful tool for navigating daily business decisions.

Increased company communication capabilities by designing and implementing Broadview VOIP phone system with Exchange integration.

Design Business System utilizing Quickbooks 2017 as core engine.

Design Sales/Order entry and Inventory system for online retail.

Design Inventory integration with Quickbooks.

Various onsite and shop hardware repairs.

Help Desk Support for multiple companies.

SQL Design Optimization for Windows 2012 and Dynamics.

WAN/LAN design and support.

The System, Inc. Middletown N.J.

IT Consultant/Network Specialist 1990 to Present

Planned, implemented, monitored and supported global end-to-end IT infrastructures (WAN/LAN).

Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Consistently earned 100% issue-resolution scores.

Designed, planned implemented and supported enterprise email solutions using Microsoft Exchange. Reduced spam and increased security by 75% using SAAS.

Built, rebuilt, repaired, upgraded, optimized, cleaned all Windows and IOS based servers, desktops and notebooks.

Promoted optimal performance, reliability, and security across core business systems.

Designed, implemented and supported 200+ person call centers for top Pharma marketing companies like J&J, Pfizer, Lily, Novartis and others.

School of Rock Somerville N.J.

Owner/Operator/IT Support 2004 to 2015

Responsible for managing entire business and operations.

Designed and built music education facility and all IT support infrastructure.

Created and taught Music Technology program.

Designed and Implemented company website.

Purchased/Maintained and Repaired all Music Instruments and Sound Equipment.

Designed/Built and Ran 4000 sq/ft music performance venue.

Designed/Installed Professional Sound system for venue.

Designed and implemented school scheduling and billing system.

Purchased and supported all company systems and network.

Designed and implemented company accounting system.

Designed and implemented booking and marketing system for rock shows.

Designed and installed surveillance and security system.

Created and administered Music Instrument and Equipment repair shop.

Designed and ran various mass marketing campaigns using CRM.

Designed and taught Music Technology/MIDI workshops.

Designed and taught early learning music program.

Secured and booked major Music Rock Stars as Guest Professors.

Employment Details

Apex Communications. Hasbrouck Heights N.J.

IT Director/Network Specialist 1999 to 2015

Saved company tens of thousands of dollars in support, software and hardware expenditures.

Directly responsible for increasing company revenue and margins by installing effective and efficient business support systems.

Responsible for helping key product engineers to design products and services that increased overall product and service offerings.

Planned, coordinated, implemented and automated software upgrades via WSUS.

Increased uptime for all users on multitier global networks 25% to 50% utilizing advanced networking analysis tools and designing and implementing improved IT technologies.

Improved data backup and archiving utilizing SAN/Fiber/Cloud technologies. Improved restore success rate by 75%.

Secured enterprise level networks and reduced anomalous events, security infractions, viruses and spam by implementing effective firewall, SAAS and Level 2 and 3 switch programming.

Analyzed and designed efficient and accurate financial/accounting systems for inventory, retail/POS, manufacturing, law firms, medical offices and other types of businesses. Success achieved by working closely with department heads and modeling new systems to fit with current business practices.

Designed programmed GUI user front end data access screens and portals with XHTML and Microsoft Frontpage.

Designed and maintained Help Desk for end users improving support to end users.

Designed and programmed IVR and Medical information systems for mobile devices.

Designed and deployed global database access for 200+ network users and 1000+ web users utilizing advanced SQL enterprise data mining practices.

ACC10 New York, N.Y

IT Consultant/Network Specialist 1999 to 2015

Saved international government office of Catalonia, Spain hundreds of thousands of dollars on IT hardware, software, network and support services.

Integrated global business systems with mobile technologies on Android and IOS devices.

Relocated business’ entire IT infrastructure to new location.

Improved data backup and archiving utilizing SAN/Fiber/Cloud technologies. Improved restore success rate by 75%.

Cultivated and maintained relationships with IT vendors.

Designed and implemented extensive user training programs using current audio/visual technologies.

Improved corporate end user network/internet speed and access by 50% utilizing load balancing, level 3 switching and level 2 switch channeling and regular tuning of Windows servers, SQL servers, Web servers and Exchange servers.

Improved remote employee productivity by 50% by improving VPN system.

Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades.

Demonstrated outstanding customer services skills, consistently receiving high rating on client satisfaction surveys.

Increased team productivity and automated repetitive tasks by using batch files, PowerShell, VBScript and WMI.

Able to Relocate & Travel Extensively Available for Full-Time & Contract Assignments

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