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Desktop Support Customer Service

Bridgewater Township, NJ
October 17, 2018

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Salvatore Ruggeri

** ****** *** *******, ** *****

Cellular Phone: 908-***-**** Email:


Over ten years of experience as an IT Support Specialist on both network and desktop platforms. Strong background and committed to maintaining high levels of customer support and satisfaction through cutting edge technical expertise, excellent organizational and interpersonal skills, and quick learning of new technologies. Self- motivated and reliable; working effectively in both independent and group environments, capable of operating across concurrent tasks & projects, prioritizing and effectively meeting deadlines. Fluent in Italian.

Specific Technical Expertise

Operating Systems: Windows Server 2008 & 2012-2016; Microsoft virtualization Hyper-V Core & Hypervisor; Windows 98 through Windows 10.

Network Infrastructure: TCP/IP; DHCP; DNS; AD; AD DS; WINS; LAN wired and 802.11; VPN

Applications and Tools: MS Office 97 through MS Office 2016 (Office 365 Cloud), Symantec; Kaspersky, McAfee and Sophos Anti-virus; Norton Ghost & Acronis Imaging; FootPrints, HP MS7 and Manage Engine ticketing systems.

Hardware: Lenovo; HP and Dell Laptop/Desktop; HP and Dell Servers; HP printers; Zebra label printers; Cisco switch/router.

Specific Professional Training

Industry Specific: Trained in cleanroom facilities operation, aseptic technique, and sanitation

Other: Time Management; Project Management Fundamentals; VMware Infrastructure 3: Install and configure V3.5; Fox IT - ITIL Foundation (version 3); Cisco ICND1

Professional Experience

IT Support Specialist, Everas Community Services, Somerset 2011 – 2018

Manage the enterprise network and System

Provide single point of contact for all users responding to their needs, resolve any issues impacting productivity, questions and concerns assuring appropriate follow-through and/or resolution.

Install new/ rebuild existing servers and configure hardware, peripherals, services, settings, directories, storage, etc. based on HP Proliant servers and Microsoft 2008 R2 & 2016 and Hyper-V Technology in accordance with standards and project/operational requirements.

Managing the following technologies: SCCM, Office365 Admin console, Active Directory, Bitlocker, Microsoft Azure, DHCP, GPO, DFS, LAN, WAN, VLAN etc.

Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.

Create, setup and Migrate system and users to a new Domain.

Upgrade Network infrastructure (Firewall, Layer2 & 3 switches and WiFi).

Install and maintain a Software Based VoIP PABX running over Windows server & IP phones

Planning and implementing desktop OS migration, from XP to Win7 to win10.

Planning, implement migration and management of MS Office 365

Implement and enhance policies and procedures as per HIPPA requirements.

Interpret needs and plan acquisition, setup, support and documentation of network system.

Research, evaluate and recommend server, desktop, printing hardware and software acquisition based on agency/business requirement.

Responsible for backup and disaster recovery measures

Maintain inventory of all hardware and software

Technical coordinator, Johnson & Johnson, Raritan, NJ 2011

Teaming the Hardware Lifecycle Management Team on a worldwide solution configuration for aging servers.

Gather current hardware age, usage, performance, deficiencies as well business requirements and future projected growth.

Explore every viable solution including upgrade, replace, consolidate, relocate to a Database Center, all acceptable within HLM guidelines.

Coordinate with other groups, Windows, VMware, Oracle, SQL etc. ensuring that operation is well defined and approved among all.

IT Support Specialist, LifeCell Corporation, Branchburg, NJ 2006 - 2010

Provided all aspects of IT Support with a focus on system and clients.

Assist network administrator managing Server 2003 Infrastructure, TCP/IP, DHCP, DNS, Win, AD, all under rigorous SOX compliant process, maintained a high standard of uptime & performance

Manage company’s wireless telecommunication BES, Blackberry and Service Providers Accounts

Troubleshoot network connectivity and system issues within SLA escalation guidelines

Assist in maintaining company’s WI-FI system and overseeing the client side

Support Desktop Tier II and III for in-house and remote clients

Managing printing infrastructure including labs Zebra label printers

Manage production lab’s workstations & equipment

Documenting work instructions for knowledge base

Supervising / Mentoring Tier I co-workers

Helpdesk/ Desktop Support Analyst, KMC Telecom, Bedminster, NJ 2004 - 2006

Provided high quality customer service to clients.

Maintained high quality support to 1,000 plus clients locally, in remote offices and in the field

Provided Tier I and II desktop support for Win 2000 and XP

Trained corporate and other remote users on a wide variety of specialized applications

Evaluated and prioritized requests

Diagnosed and communicated appropriate incidents to Tier III support in a timely manner

Assisted on multiple OS and MS Office upgrade deployments

Owner, Brusal Inc., Somerville, NJ 1986 – 2006

Directly responsible for all aspects of startup and execution of multiple successful food retail establishments.

Hired, managed and trained a staff of ten at times, keeping low employee turnover and labor costs.

Managed quality control on all product processes throughout the sales, eliminating waste and reducing costs.

Directed all financial operations, including sales and marketing, while meeting annual profit goals.

Built and maintained a high level of customer satisfaction many times complimented through training and development of floor staff.


Network Technician Diploma – The Chubb Institute; New Brunswick, NJ 2003

Credits in Business Administration, Raritan Valley Community College, Branchburg, NJ 1991

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