MICHAEL GERSHOV

Bronxville, NY ***** 914-***-**** ad1hrk@r.postjobfree.com

TECHNOLOGY SUPPORT ANALYST

Hardworking infrastructure support analyst with experience in helpdesk support. Extensive troubleshooting skills in complex computer environments, network administration, and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity.

PROFESSIONAL EXPERIENCE

GANNETT PUBLISHING SERVICES-USA TODAY NETWORK White Plains, NY 1994 - June 2023

Infrastructure Support Analyst II (September 2011 - June 2023)

Analyzed and documented network infrastructure processes, procedures, and standards. Provided technical support for file servers, email systems, application servers, print servers, database systems, and administrative systems, server hardware, software applications, operating systems, storage devices and virtualization technologies. Performed system administration functions, provision users, security groups, computers in Active Directory, and virus protection management.

Worked with IT Operations, Information Security, and Compliance teams as appropriate to determine and resolve tickets/issues generated by end-user and business partners.

Responded to escalated service requests from customers in a timely manner.

Maintained system performance by performing system monitoring and analysis, tuning system parameters and resolving resource contention issues using EM7/ ScienceLogic monitoring software.

Monitored daily backup operations using Rubrik/Polaris enterprise-level backup solutions.

Diagnosed hardware and software faults on servers and networks with minimal downtime.

Installed new software releases, system upgrades, evaluated and installed patches while maintaining the integrity of the network infrastructure.

Troubleshot complex problems related to networking protocols such as TCP and IP, DHCP, DNS (Internal and External).

Coordinated with vendors to install new hardware or replace faulty components to ensure smooth functioning of the IT Infrastructure environment.

Ensured compliance with all corporate policies related to data security and disaster recovery plans.

Installed, configured, and tested software applications and database technologies, checking that each solution worked effectively.

Maintained high service levels, handling Level 1 and 2 helpdesk support, and timely escalation when necessary.

Utilized range of different troubleshooting techniques to alleviate issues with servers and software.

Maintained positive working relationship with fellow staff and management.

Installed wiring, cabling, and devices to establish, repair and improve network operations.

Trained team members and users in newly implemented and emerging technology to enhance business productivity.

Imaged OS and software deployments throughout WSUS, SCCM, JAMF and ARD.

Performed variety of clerical and administrative duties pertaining to on-site support.

Received and prioritized support requests to maximize resource utilization.

Conferred with staff, users, and management to establish requirements for new systems or modifications.

Documented all facets of technology department operations, including network infrastructure, licenses, and FAQs, facilitating consistent responses and team operations.

Technical Support Analyst (November 2001 - September 2011)

Provided technical assistance to resolve customer inquiries and problems related to software, hardware, and network issues.

Maintained up-to-date documentation of all computer systems, networks, and peripherals.

Developed training materials and conducted training sessions for new users on the use of company software applications.

Assisted with developing policies and procedures related to technical support operations.

Installed, configured, tested, maintained, monitored, and troubleshot Apple iOS, iPadOS and macOS and Windows operating systems, application software, hardware devices, printers, scanners.

Micheal Gershov ad1hrk@r.postjobfree.com Page 2

Managed a PBX and Avaya IPT phone systems, installation and maintenance of security system and cameras.

Repaired or replaced faulty equipment as necessary to restore service levels quickly.

Provided remote support services for clients using virtual private networks or other remote access technologies.

Investigated root causes of incidents reported by users to identify underlying problems that may have caused them.

Identified opportunities for improving internal processes related to technical support operations.

Provided timely updates on progress towards resolution of customer issues via email or phone calls.

Updated software versions with patches and new installations to close security loopholes and protect users.

Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.

Documented repair processes and helped streamline procedures for future technical support actions.

Disassembled computer systems to troubleshoot and resolve hardware issues.

Handled customer service issues by providing guidance or escalating for advanced support.

Delivered local and remote Tier 1 IT support. Assisted customers with various types of technical issues via email, live chat, and telephone. Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Served as first point of contact for incoming technical service calls and emails, answered user inquiries to resolve computer software or hardware operation problems.

Stayed abreast of latest software developments to enhance job knowledge.

Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.

Demonstrated advanced product knowledge to solve customer issues.

Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.

Maintained positive working relationship with fellow staff and management.

Set up equipment for employee use, performing or properly installing cables, operating systems, or software.

Developed training materials and procedures or trained users in proper use of hardware or software.

ADDITIONAL ROLE AT GANNETT PUBLISHING SERVICES

Print Production Graphic Designer

EDUCATIONAL COUSEWORK

Engineering Technology Courses New York Institute of Technology, Old Westbury, NY

Computer Graphics Courses School of Visual Arts, New York, NY

Photography Courses Fashion Institute of Technology, New York, NY

SKILLS

Troubleshooting and Resolution Solution Implementation Design Solutions Data Center Operations Root Cause Analysis Failure Resolution Support Services Helpdesk Administration Hardware and Software Repair and Installation

User Training Mobile Device Management Data Backup Security Management Sentinel One Office 365

Amazon Web Services

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