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IT Support Services

Milford, CT
September 29, 2018

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Francisco Ocasio

*** ********* *** **** *, Milford, CT 06460 C: 203-***-****


A skilled and enthusiastic computer support specialist who achieves consistent results and is attentive to detail. Expertise in desktop and network support. Proficient in troubleshooting issues over the phone and applying hands on support in a fast-paced environment. Well-developed communication and problem-solving skills with the ability to resolve situations under adverse conditions.

Professional Experience

Aptar Stratford (formerly Emsar Inc), Stratford, CT 2009 - 2018

Aptar is a global leader in manufacturing dispensing pumps with state of the art manufacturing, customer service and an innovation driven product line.

Regional Services Desktop Administrator

●Provide first level phone and onsite support to local and remote users by providing swift response and resolution to all desktop and laptop incidents utilizing tools such ask Skype for Business and TeamViewer.

●Monitoring of ticketing software, ServiceNow, effectively utilizing its reporting features in order to respond to incidents and changes more effectively.

●In charge of maintaining all desktop and laptop hardware and coordinating proper replacement of equipment in order to ensure all hardware is working to its full potential.

●In support of mobile devices to include both iPhone and Android devices as well as hand held scanners.

●Active Directory and Exchange e-mail account creations and maintenance.

●Troubleshoot complex issues, via remote access tools, relating to installation, configuration and functional/technical support of software and systems.

●Proactively provide preventative maintenance; keep abreast of current installed operating systems, application software and computing standards

●Support of Office 2016 and Microsoft Office 365 at the end user level.

Finlay Fine Jewelry Corporation, Orange, CT 12/2008 – 04/2009 (lay off)

One of the leading retailers of fine jewelry and the largest operator of licensed fine jewelry departments in department stores throughout the United States.

Help Desk Analyst

Provide first level phone response to jewelry department personnel in support of desktop and laptop computers.

●Demonstrated prompt response to user inquiries by answering calls in a timely manner

●Reduced department store computer downtime by using remote connectivity software such as PC Anywhere and Teamviewer in order to remotely control user computers and troubleshoot a variety of issues.

●Identified connectivity issues by managing the end users dial-up networking and wireless services.

●Ensure the quality and accuracy of all incidents by logging calls using Unicenter Service Desk.

●Administered the Active Directory database by creating and eliminating user accounts.

ITT Water and Wastewater (formerly ITT Flygt), Trumbull, CT 10/2006-11/2008 (lay off)

ITT Water & Wastewater is Flygt, Sanitaire, Wedeco and Leopold, a world leader that offers fully integrated solutions for fluid handling in transport and treatment, of water and wastewater.

PC Support Specialist

Managed and supported all computer related issues for headquarters personnel as well as 25 remote locations through out the United States.

●Coordinated installations, upgrades and repairs of all desktops, laptops, and printers in a timely manner in order to meet user’s needs.

●Provided support on network services to maximize printing, file storage, rights management, and e-mail configuration.

●Administered the Active Directory database to ensure proper creation and elimination of user accounts.

●Conducted the layout of network wiring and phone wiring in order to achieve proper communication between the main office and remote offices.

●Educated users on configuration and use of services by creating easy to follow documentation.

●Organized the inventory of all hardware by eliminating the surplus of obsolete equipment which in turn provided a more productive and spacious work environment.

●Implemented a plan to organize vital equipment to wire remote offices by utilizing the present manpower and eliminating further expenses.

Subway (DAI), Milford, CT 4/2002-10/2006

The SUBWAY restaurant chain is the undisputed leader in the submarine sandwich category.

Senior PC Support Technician, 2005-2006

Promoted early to Senior PC Support technician after one year of being assigned to this group. Conducted level two support in charge of troubleshooting incidents that were escalated from the first level help desk.

●Created a baseline image for all desktop and laptop computers by utilizing imaging software such as Norton Ghost and Acronis True Image

●Negotiated prices with vendors in order to maximize the use of the department budget.

●Engaged in intra department meetings in order to obtain feedback and meet the needs of the organization.

●Utilized Altiris Deployment Server software to push out updates to Office applications.

●Maintained an inventory database in order to keep track of all equipment and reduce waste.

Francisco Ocasio Page 2

Help Desk Support Technician, 2004-2005

Level one support for all headquarter employees as well as remote office employees in regards to desktop and laptop troubleshooting issues.

●Utilized BMC Magic Service Desk software to track all user calls which allowed for easy follow up to future requests.

●Improved quality of service by ensuring timely response and resolution to user issues.

●Maintained professionalism on all calls and demonstrated high quality of knowledge on all troubleshooting issues.

●Simplified the data migration of user settings and documents by incorporating built in software included with Windows XP which improved transition between the users old computer and new computer.

●Serviced all hand held devices within the company to ensure proper communication between the device and the users computer.

Lead Point of Sales Technician, 2002-2004

Promoted to lead point of sales technician within a few short months on the position. Level one support to all Franchisees within the United States to troubleshoot all calls related to their point of sales computer system.

●Mentored three employees on the proper operating procedures of the point of sales system to maximize productivity and ensure proper troubleshooting techniques.

●Developed documentation for Franchisees to simplify the proper usage of the point of sales computers.

●Chosen to represent the point of sales department at the annual Subway convention in order to display the functions of the point of sales computer system to potential Franchisees and engage in communication.

●Led meetings with the Micros point of sales department to discuss the latest hardware available to Franchisees.

SNET, (currently AT&T), New Haven, CT 09/2001-02/2002

The largest communications holding company in the world by revenue. Operating globally under the AT&T brand.

Received and handled customers’ requests over the telephone, for orders to install, change or remove items of service and equipment.

●Increased sales of phone products and services by displaying the benefits to the customer.

●Investigated and resolved customer inquiries and complaints regarding: rates, bills, services, policies and practices.


Southern Connecticut State University, New Haven, CT

B.S, Liberal Studies (concentration in Computer Science, Business, and Urban Studies), 2007

Community College of the Air Force, Randolph AFB, Texas

A.A.S., Criminal Justice, 2001

Professional Certifications

Microsoft Desktop Support Technician in Windows XP

Server+ Certification/CompTIA

Microsoft Certified Systems Administrator Windows 2000

Network+ Certification/CompTIA

A+ Certification/CompTIA


Fluent in Spanish

Military Service

United States Air Force, Security Police/Law Enforcement, Senior Airman. Honorable Discharge.

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