Desktop Support Customer Service

JOSEPH F. NORATO

Landing, New Jersey ***** https://www.linkedin.com/in/josephnorato 973-***-**** *******@*********.***

System Administrator IT Specialist Desktop Support

I am a dependable, results-driven, attention to detail Systems Administrator, IT Specialist and Desktop Support Engineer with MCSE, MOS, A+, Dell, Lenovo and HP Certifications.

I have 17 years of experience including Fortune 500 companies and the FDA in addition to10 years of hospitality management. I help businesses maximize their IT investment by ensuring productivity, technology and networks run seamlessly and IT assets and company data are secure and protected.

Examples include:

Microsoft Desktop support, configuration and troubleshooting

Security Policies, procedures, tool configuration and best practices

Forward thinking of new technologies and integrating into daily productivity

Highly skilled in software administration, data communications and well versed in multiple hardware platforms and peripherals.

I’m looking to join an organization where my IT & Managerial skills can make a difference and increase user satisfaction and customer service. I have received recognition multiple times for going “Above & Beyond” expectations.

Technical Skills

Systems: Windows 10, 8, 7, Windows Server 2016, 2012, 2008, Windows 2000 Server & Professional, Windows NT 4.0 Server/Workstation, and Windows9x.

Hardware: Hand held devices such as Tablets, Phones, iPhones and BlackBerrys. Wireless routers, access points, cards & other devices, HP and Compaq laptops and desktops. DELL Optiplex & Latitude, IBM, HP & Lexmark network printers. 3Com Super stack II Switches 1100/3300.

Software: Microsoft Office (Outlook, Excel, Powerpoint and Word), Office 365, Powershell, Microsoft Active Directory, SCCM, SQL Server, Symantec Endpoint protection, Norton Antivirus CE, McAfee, Veritas Backup, Internet Explorer, Mozilla Firefox, Oracle, Business Objects, Citrix, Visio, Hyperion and I.B.M. Personal Communications, Exchange, Peregrine/HP Service Center, Remedy and Magic Solutions.

Networking: LAN/WAN, TCP/IP, IPX/SPX, VOIP, HTTP, WINS, DNS, DHCP, POP3, SMTP, FTP, TELNET, Ethernet, Fast Ethernet, Token Ring & Wireless Networking devices.

EXPERIENCE

Canfield Scientific – Product Tech Support/Helpdesk Parsippany, New Jersey 7/17 – Present

Providing first-tier level diagnosis, resolution, and contact for external customers for the various Canfield hardware and software imaging system platforms. Microsoft platforms supported Windows Server 2016 to Windows 7 SP1.

Tracking, following-up, and communicating with appropriate groups or individuals (internal and external) regarding ongoing issue resolution and status updates on trouble tickets. This includes hardware, software and SQL.

Interviewing users to collect information on issues.

Leading users through diagnostic procedures and determining the source of the issue.

Educating and instructing users on various applications and hardware issues.

Answering, evaluating, and prioritizing incoming requests from users experiencing problems with Canfield hardware, software, and networking platforms.

Identifying and escalating complex issues to the appropriate individuals and/or development teams.

Handling problem recognition, research, isolation, resolution, dispatch, and follow-up for routine user.

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JOSEPH F. NORATO

*******@*********.*** 973-***-****

Morris School District – Network Manager Morristown, New Jersey 10/16 – 1/17

Installation, operation, and maintenance of all computers, printers, projectors, VOIP Phones, wireless access points in all of schools within the district.

Provided the running and customizing Cat6 lengths.

Provide 2nd and 3rd tier support, manage and maintain Active Directory user profiles, directories and profile and ID security.

Manage and maintain anti-virus packages (Symantec Endpoint Protection) and other various software usage.

Maintain network and data security while ensuring user productivity.

Deployment Investigate new hardware and software solutions for the School.

FDA – Food & Drug Administration Parsippany New Jersey 06/07 – 07/16

Technical Engineer/Consultant to FDA ITSolutions/Acentia/Apex

Sole administrator for 130+ onsite and remote users. Duties included, but not limited to, reimaging (via SCCM) and configuration of new laptops for new and current users (copying their files, settings, emails, software backup), restoration of files, software installation, hardware setup, and installation of local and network printer connections. Managing user accounts via Active Directory and deploying software through SCCM Software Center.

Troubleshooting CheckPoint\Endpoint problems which can includes user password resets, configuration corrections and settings, and assisting with Admin setting and tokens. Troubleshooting of PIV card issues which included deletion of old certificates and readers.

Ensuring all IT security Program\SOPs are in compliance, including the proper safeguarding of sensitive data.

Checking of HP Service Manager (HPSM) throughout the day resolving customer’s issues and ensuring Service Level Agreements procedures are met.

Organizing and testing of evaluation systems and ensuring that the most effective systems, methods, procedures, and hardware are selected.

Test and analyze systems to help determine the nature of the requirements, and decides whether the available advances in the IT technology should be incorporated.

Maintain multiple dynamic inventory systems.

Daily interaction\support of MS Lync, HPSM, MS Office and OS software, VPN and AV packages and other applications.

Administered VPN token resets and various other functions.

Involved in migration to Cisco VOIP and desktop deployment and setup.

Support Blackberry and Iron Key. Managing back up tapes.

Conference Room equipment support of but not limited to StarBoard, Polycom, Cisco and PICTEL conferencing.

M&M Mars Inc. Mount Olive New Jersey 03/06 – 05/07

Technical Engineer/Consultant to ISI M&M Mars Inc. TEK Systems

Administered Windows 2000, for 1000+ users providing Lotus Notes, RAS, DHCP, Wins and DNS administration.

Provided support of all applications, re-imaging machines, repair and maintenance, upgrades, installation of hardware, patching Network Switch/Hub closet and software/hardware deployment.

Provided remote support for sales reps and home offices.

Supported software applications such as Microsoft Office 2007, 2003, XP, 2000, and other software packages.

Supported user requests and concerns regarding Windows 2000 and XP Professional.

Provided level 2 desktop support to all users.

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JOSEPH F. NORATO

*******@*********.*** 973-***-****

Cadbury Schweppes – Parsippany New Jersey 04/04 – 03/06

Sr. Technical Engineer/Consultant to Cadbury Schweppes Siemens Business Services

Administered Windows XP & 2000, for 1200+ users providing Lotus Notes, RAS, DHCP, Wins and DNS administration. Support coverage for additional sites.

Provided support of all applications, onsite and off-site meetings, re-imaging machines, repair and maintenance, upgrades, installation of hardware, patching Network Switch/Hub closet and software/hardware deployment.

Created and maintained network printer queues, deployment of all network/local printers. Managed parts and consumables inventories.

Migration of HP network printers to Xerox Multifunction Devices. Migration from Pfizer network.

Provided level 2 & 3 desktop support to all users. Provided remote support for sales reps and home offices.

Supported software applications such as Microsoft Office 2003, XP, 2000, and other software packages.

Server Tape backups and restores.

PEARSON EDUCATION Old Tappan, Upper Saddle River New Jersey 05/00 – 04/04

Promoted to Senior Customer Engineer/Consultant Siemens Business Services

Administered Windows 2000, NT, and 9X with well over 1500+ accounts providing such services as Outlook, RAS, DHCP, Wins and DNS.

Supported executives, re-imaged machines, repair and maintenance, upgrades, installation of hardware and software and deployment.

Provided level 2 desktop support to all users in Old Tappan, Upper Saddle River and other remote offices.

Supported software applications such as Microsoft Office 97, 2000, and XP as well as other software.

Printer Support and tested applications on Windows XP.

CERTIFICATIONS

MCSE and MCP+I Certifications, Microsoft Office Specialist Certification, TCP/IP, Server Workstation, Internet Information Server 4.0

CompTIA, A+ Certification, MOS certified, IBM, HP, and Dell Certified

Successfully completed Skillsoft and New Horizon Classes:

Enabling and Managing Office 365 and Networking and Windows Server 2016 -New Horizons

Microsoft Windows - Deploying Windows Devices and Enterprise Apps: ZTI and SCCM -Skillsoft

Microsoft SCCM 2012 R2 Compliance Settings and Managing Clients -Skillsoft

VMware Cloud Services Solutions -Skillsoft

EDUCATION

Cisco Routing I – County College of Morris

Bloomfield College, Microsoft Certified Systems Engineer and MCP+I Certifications, 196 hour Microsoft approved instruction and lab program (1999).

Rochester Institute of Technology, Bachelors of Science (B.S.) Hotel Resort Management 1989

Rochester, NY

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