NICOLAS BERARDI

**W*** Stonebridge Lane

St. Charles, IL 60175

Home: 630-***-****

acyydg@r.postjobfree.com

Profile

Intelligent, dedicated and highly energetic results-oriented customer service professional with a proven record in strategic planning, building, repairing, managing, operating, installing and maintaining computers, mobiles, networks, telecommunication equipment, office equipment, and professional audio-visual equipment.

Takes pride in providing creative direction and out of the box thinking. Enjoys complex, multi-faceted assignments where pulling together a collaborative pool of skills is essential. Appreciates a positive, lively and professional work environment while valuing commitment to excellence, innovation, and customer service.

Skills

-Executive Level end-user support engineer

-15 years customer service experience

- 8 years experience tech support in a campus-based professional environment

- Operating Systems: Windows/7/8/10, MacOS X, Linux

- Mobile Phone specialist – iOS and Android – Configuration, application troubleshooting and management, custom firmware updates, root phone access, hardware replacement/troubleshooting

- Administrative management of users within an enterprise setting, supporting Office/Outlook, Lotus Notes, Citrix

- Active Directory, SCCM, Software/User Management specialist

- Excellent communication and interpersonal skills

- Extensive experience with troubleshooting computer, network/server and telecommunication issues

- Superb communicative skills, strong command of positive, illustrative, and collaborative language

- Quick learner with ability to translate complex ideas and processes into technical facts or persuasive non-technical presentation.

- Excellent organizational skills and ability to prioritize workload

- Attention to detail and precision, solid work ethics concerning meeting deadlines and reliability.

- Data Imaging and Migration specialist

Education/Achievements

Northern Illinois University - Dekalb, Illinois

BA in Computer Science - In Progress

Elgin Community College - Elgin, Illinois

Associates in Science – Dean's List

Boy Scouts of America – Three Fires Council

Eagle Scout – 2003

Windows 7 Certified, A+, Cloud+, Network+, Security+ Trained

NICOLAS BERARDI

36W830 Stonebridge Lane

St. Charles, IL 60175

Home: 630-***-****

acyydg@r.postjobfree.com

Experience

United Airlines, Support Engineer, Chicago, IL, April 2016 – Present

Executive end-user support

Problem management and root cause analysis

Perform testing on engineering releases and determines suitability for end-user shipment, using SCCM and AD

Support help desk tech support tier 1-3 issues, diagnose and remedy incidents and create, update, and modify knowledge solutions

Part of Windows 10 Proof of Concept project, dialogue with engineering team and project management to manage and build profiles, identify and solve issues; imaging and end-user support

Q Center, Technology Support, Saint Charles, IL, November 2011 – October 2014

Daily responsibilities included software/hardware configuration, installation, support and troubleshooting; assisting clients with network, hardware/software, and various peripheral equipment issues and providing IT, telecom, and A/V resolutions

Tested and deployed mobile enterprise applications company-wide, both Android and Apple

Actively supported thousands of users technology needs daily, including building and testing of images, client-facing and internal

Imaged and deployed multiple client machines daily using Symantic Ghost tools and DeployAnywhere

Took a crucial role in designing, planning and managing of migrating 300 user machines and data from Windows XP to Windows 7 near the end of the XP lifecycle

Q Center, Conference Services Associate, Saint Charles, IL, August 2007 – November 2011

Set up and supported classroom to ballroom class technology builds daily

Networked and installed hundreds of machines weekly

Crafted and implemented new processes directed towards increasing client satisfaction with department resources

Succeeded strategically within strict time constraints to complete numerous tasks simultaneously

Authored multiple training manuals

References Available on Request

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