Technical Support Help Desk

Antimo Benincasa

*** ******** ******, ******, *** York 12208

*********@*****.*** 518-***-****

Summary of Qualifications

Promote optimal performance, reliability, and security across core business systems

Results-driven professional offering a progressive, Twenty-Five-year career in information technology.

Repeated success directing IT projects from inception to execution, strategically allocating resources and delegating tasks to achieve on-time, on-budget delivery.

Expertly manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.

Process improvement champion with a history of implementing new procedures and technologies to strengthen security posture, enhance operational efficiency, and control costs.

– Areas of Expertise –

Testing & Troubleshooting Project Management System Administration

System Imaging Vendor Relations Strategic Planning Resource Allocation Effective Communication Team Leadership Business Continuity Data Backup & Recovery Desktop Administration Printer Administration

Technical Proficiencies

Platforms

Windows 2000, Windows9X, XP, Vista, Windows 7/8/10; Mac OS X; Novell; IBM Mainframes; iOS; Android; Microsoft Servers, Active Directory Domain Services; Linux; MS DOS

Software

Microsoft Office 2003, 2007, 2010,2013, 2016(Word, Excel, Outlook, PowerPoint, Project, Access), SQL,Powershell and SharePoint; Experience with various email (POP, IMAP, SMTP, Outlook, Webmail), Adobe, Home Care Home Base (HCHB)

Languages

C+, COBOL, CICS

Professional Experience

Living Resources Corp, Albany, New York 4/2015 to Present

Technical Support Specialist

Promoted to leadership role accountable for maintaining key business applications, Mobile Devices and Windows operating systems. Partner with senior leadership to guide short and long-range technology planning. Plan, coordinate and execute hardware and software upgrades. Serve as vital resource for Help Desk staff, overseeing daily support operations and providing assistance on complex trouble tickets. Cultivate and maintain relationships with IT vendors.

Selected projects…

Successfully directed the on-time, on-budget completion of company-wide upgrade to Windows 10 and Office 365 impacting more than 400 onsite staff and 400 remote employees.

Initiated transformative IT policies designed to harden system security, including enhanced measures for password requirements and user access.

Spearheaded new procedures for Help Desk documentation, enabling the development of a comprehensive knowledge base of common issues and solutions to improve Help Desk efficiency.

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. Performed security administration functions for user, data, and remote access.

Selected projects…

Played an instrumental role in companywide migration from legacy customer relationship management by providing end-user training and support.

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

City Of Albany, Albany, New York

Computer Technician/Help Desk Technician (1/2011 to12/2014)

Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephony. Analyzed system requirements to efficiently isolate and resolve a wide array of technical issues. Participated in large-scale upgrades and installations.

Excelled in previous roles as:

Systems Support Specialist/Assistant IT Manager for City of Albany in Albany, New York (2005 to 2011)

Sr. Operator for City of Albany in Albany, New York (2003 to 2005).

Also excelled in these roles Computer Programmer NYS Legislative Bill Drafting in Albany New York (1998 to 2003)

Sr. Computer Operator NYS Legislative Bill Drafting in Albany New York (1984 to 1998)

Education / Certification

Bryant & Stratton college Albany new York associate of applied SCIENCE MICROCOMPUTER systems management

CompTIA Certification (A+)

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