IT Desktop Specialist / Help Desk Support Technician
Technically sophisticated professional with a talent for integrating system applications, performing equipment installation, and monitoring network and system operations. Keen ability to interpret end-user needs and coordinate internal and external technology resources to maximize system functionality. Proven communication skills leveraged to effectively interface with colleagues, vendors, and leadership. Adept problem-solver, skilled in troubleshooting network resources and maintaining PC and peripheral equipment.
Areas of Expertise:
Help Desk Support Strategy Implementation
Hardware / Software Resource Optimization
Technical Documentation Development
Systems Configuration & Implementation Strategies
User / Team Training & Support
Desktop Troubleshooting & Problem Resolution
CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft MCDST Certification, Microsoft Certified Professional, Novell Netware CNE certification
Windows 95 / 98 / 2000 / XP / 7 /10, Active Directory, Novell Netware, Microsoft Server 2003,
Microsoft Exchange, Adobe Creative Suite, MS Office Suite, Specialized Print Industry Business Management Software, MS Office (Word, Excel, PowerPoint, Outlook)
TCP/IP and OSI model, LAN / WAN protocols, Ethernet wiring
IBM, Dell and HP Servers, Dell / HP / IBM PC workstations, SCSI devices, Routers / Switches, PC peripherals, Network WAN / LAN Firewalls
CATHOLIC HEALTH SERVICES OF LONG ISLAND, Melville, NY
Servicedesk Analyst (2012 – Present)
Respond to requests for technical assistance via phone or electronically. Record the users issue in the Heat ticketing system. Log all help desk interactions. Redirect problems to appropriate resource.
60 to 70 tickets per day
Provide end user phone and remote support
Support EPIC EMR system
Support other applications such as STAR patient registration, MS Exchange
Use LANDesk remote control software to access users computers to resolve minor issues or gather information to add to the heat ticket when the issue needs to be escalated to a specific group
Diagnose and resolve technical hardware and software issues. such as system not responding as expected, not able to print or no internet connection.
Update active directory. Password resets.
Research questions using available resources. Advise user on appropriate action.
Identify and escalate situations requiring higher attention to the appropriate team.
Gerald Genovese Page 2
NORTHEAST COMPUTER CONSULTING, INC., Huntington, NY
Owner / Computer Repair Technician (1997 – 2012)
Supervise and direct daily support and maintenance of network computer systems and wireless resources supporting both small and medium-sized business clients and administering critical helpdesk and repair operations. Perform network server installations, system installations, break/fix work for both residential and commercial customers. POS installations. Pin Pad installations. Monitor equipment functions, evaluate software solutions, and devise appropriate solutions to resolve issues. Responsible for assembling, installing, and testing of new technology improvements. Maintain communication with senior management, relaying weekly status reports and recommendations to improve operational procedures.
Deal directly with end users to ensure that they are comfortable with any changes that have been made to the system that they use. The users have been executives to support staff.
Have done many Microsoft office 7 to 10 upgrades. Also maintaining and repairing corrupt or missing pst files using many of the available tools.
Have done upgrades from Windows Vista to windows 7 using both the upgrade and custom installation options depending on the operating system version. Have had to troubleshoot issues that have arising during the process.
Have created boot images using Symantec Ghost to deploy a large number of new machines.
Have used remote software such as Logmein and gotomypc to work on remote machines
Have directed a team of technicians on several upgrade projects.
Played key role in organizing client’s contact and calendar information, synchronizing all data between cell phone, office and home computer utilizing ACT.
Implement strategies to update and maintain client’s laptops with windows 7, establishing and ensuring all network communication to support file sharing and print / fax communications.
Credited for recovering clients valuable data from damaged hard drive.
I have done a system refresh project through Insource
Some of the clients that I have done work for include ToysRUs, Michaels, Rite Aid, Eckerd
ALPHAGRAPHICS, Huntington Station, NY (5 year Tenure)
General Manager / Owner
Utilized proven entrepreneurial spirit, technical skill, and leadership to direct start up operations and business development efforts for local Digital Printing Reseller Business. Interfaced with diverse range of business clients, analyzing and gathering information required to devise plan for implementing customers’ needs. Monitored project benchmarks to achieve deadlines.
Led process to cross training staff and clients regarding proper procedures to produce high end marketing materials to grow and expand business opportunities.
Created more client responsive and market driven operation, installing and training staff on use of all new technologies used to provide clients with capabilities to support outdoor advertising strategies.
Gerald Genovese Page 3
GENOVESE / ECKERD DRUG STORES, INC., Melville, NY (10+ year Tenure)
Technical Support Manager / Category Management
Formulated, directed and coordinated product analysis and marketing activities to research demand for products and services. Interfaced directly with Marketing / Buying department to report on product pricing, plan-o-gram, and point-of-sale strategies.
Consulted with staff and management in evaluating hardware and software resources, troubleshooting, and resolving network connectivity issues.
Coordinator, Space Management
Provided team leadership in directing daily activities of plan-o-gram department. Served as main point of contact, working with merchandise staff to coordinate development projects, define project parameters, and create computerized plan-o-grams for implementation at store. Maintained communication with category managers to ensure all products were represented and resources prioritized to ensure on-time completion.
Created and developed database tracking 100+ plan-o-grams, using specialized business software.
Drove process to design, create, and generate various merchandising reports used at store level.
Played key role in developing special shelf label printing system project.
Network Systems and Security Professional Program (NSSP)
New Horizons Computer Learning Center, Melville, NY
Earned Novell Netware CNE Certification
Career Blazers Learning Center, Melville, NY
Completed Technology Development Courses
New York Institute of Technology, Old Westbury, NY