Support Engineer
Resume:
NICOLAS BERARDI
St. Charles, IL 60175
Home: 630-***-****
*********@*****.***
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-***-****
*********@*****.***
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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