Senior Systems Support Engineer
Resume:
MARCUS DECICCO
www.linkedin.com/in/marcus-decicco-072821128
ac9iph@r.postjobfree.com
Experienced, Respected, and Passionate IT Engineer Denver, CO SUMMARY
Experienced, respected, and passionate Information Technology engineer. Motivated and committed to delivering computing solutions and an overall positive end user computing experience. Seeking the next challenge to develop, inspire, and transform an organization to meet the demands of the future. SKILLS
CCSK Course study
Citrix
Customer Service Oriented
Desktop Computing
System Center Configuration Manager
CCSK + Course study
ITIL Methodologies Advanced Troubleshooting JAMF Apple Device Management Windows 10 & Mac OSX Intra-Team Communications End Point Encryption VMware/Vsphere
Positive Outlook & Attitude
Escalation Management
Xen Desktop/Xen Apps
Knowledge Management
AWS Cloud Practitioner Course Study
EXPERIENCE
Hitachi Vantara Denver, CO
Senior Systems Support Engineer Sep 2017 – Present
● Assistance in Malware remediation on all company assets.
● Assistance in CB Defense and ForeScout testing. Wireshark and Nexpose experience.
● Refine and develop best practices, standard operating procedures, and IT policy. Create and update both internal IT and customer facing documentation.
● Assist with maintenance of corporate Macintosh image. Assist with ongoing maintenance of Mac Management infrastructure.
● OS X desktop management including patch management and application deployments with JPS. Creation/maintenance of JPS policies.
● Tier 4/senior level support with escalations from IT employees/Service Desk/Client services and the user community for Macintosh/Windows workstations and mobile devices.
● Advanced troubleshooting knowledge of both Mac OS and IOS, and knowledge of Windows/Android Mobile OS’s
● Assisting with the development and deployment of applications and solutions for mobile devices and workstations worldwide.
Hitachi Vantara Denver, CO
Senior IT Service Desk Support Engineer Sep 2013 - Aug 2017
● Provide quality level remote support to about 9,000 users running Windows 7/10 (about 3,000 running OSX) with high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue within the IT Support Team or by delegating and coordinating efforts to other Information Technology staff.
● Provide escalation tier 3 support for IT help desk.
● Perform a variety of network/OS/hardware-software problem analysis and solving.
● Client services support/depot support
● Training all technicians on the help desk with all aspects of job duties/functions.
● Identify Gaps in IT help desk support/Creating content/Collaborating with other IT groups.
● Support with SCEP, Proofpoint, malware remediation and infection cleanup on Windows 7 corporate images.
● Assisting/Creating all content on the IT Help desk Knowledge Base.
● Certificate of achievement in Administering system center configuration manager and Intune (M20696). PRO Build Holdings Denver, CO
IT Service Desk Analyst Sep 2012 - Sep 2013
● Provide quality level remote support to about 10,000 users running XP, Windows 7 with high degree of customer satisfaction, technical knowledge and timeliness either by resolving the issue within the IT Support Team or by delegating and coordinating efforts of other Information Technology staff.
● Serve as point of contact for technical support calls received by phone or email.
● Perform a variety of network/OS/hardware-software problem analysis and solving. Kaiser Permanente (Contract) Aurora, CO
IT Field Services and End User Support Oct 2011 - Sep 2012
● Support a robust Microsoft based network running XP, Windows 7 and Lotus Notes. Server, PC, MAC, and Laptop. Over 20,000 employees.
● Receiving assets, moving equipment within and/or between facilities, staging equipment for build/image activity, interviewing clients as part of pre-deployment asset discovery, executing equipment replacement activity, updating asset management system to reflect work performed, monitoring daily activity. Preparing assets for disposition, other administrative duties.
● Installing and maintaining PC hardware and software, troubleshooting network usage and computer peripherals, perform system backups and data recovery, resolve network communication problems independently, email administration, disk capacity monitoring and network security.
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