FRANK IULA

* ******* ****

Stoneham, MA *****

M: 617-***-**** EMAIL: ad2lc0@r.postjobfree.com

OBJECTIVE: A career position in Information Technology, in an environment with technical growth potential, while utilizing my experience in PC Support and Asset Management.

OPERATING

SYSTEMS: Windows 10, Windows 7

SOFTWARE: MSOffice 365, Outlook/Exchange 5.5, McAfee, Sophos, Heat, Altiris, Active Directory/Azure, Cisco VPN, DameWare, Servicenow, Bomgar

HARDWARE: Intel Based PCs HP Compaqs and Lenovo laptops, HP Printers.

EXPERIENCE: Contract Work December 2013 – Present

GreenPages/Medicus Healthcare Solutions Windham, NH, March 2023 – May 2023

September 2023 – October 2023

Deskside Support

Triage incoming calls, emails, web requests, and in person contact from customers

Monitor Servicenow queue and work incidents in order of priority

Assist in setting up email on cellphone

Assist in modifying accounts in Active Directory and/or temporarily accessing other email accts

GreenPages/Boston Medical Center Charlestown, MA, November2019–Frebruary 2023

Client Services Analyst

Triage incoming calls, emails, web requests, and in person contact from customers

Monitor Servicenow queue and work incidents in order of priority

Create network and email accounts through Active Directory

Modify accounts through Active Directory on an as needed basis

Assist in troubleshooting peripheral equipment.

Escalate issues to appropriate groups as necessary to restore service and to identify and correct core problems.

Sunlife Financial Systems Wellesley, MA November 2014–November 2019

Desktop Analyst

Provide Tier 2 Support to over 2500 users

Installs, configures, and upgrades approved hardware, software, mobile devices (iPhone/iPad iOS), and computer-related peripherals

Use SCCM to configure and deploy Lenovo laptops and desktops.

Use SCCM to push out software.

Responsible for asset management of inbound and outbound inventory, distribution, vendor buy backs

Assist in troubleshooting peripheral equipment.

Interact with network services, software systems engineering, and applications development to restore service and to identify and correct core problems.

New England Finish Systems Salem, NH July 2014 – September 2014

Use SymantecGhost to deploy Tablets and desktops.

Provide 2nd level PC support to multiple departments.

Assist in building new servers.

Provide support in configuring Mobile Devices.

Boston College Chestnut Hill, MA February 2014 – June 2014

Use MDT and DeployStudio to configure and deploy Mac workstations and desktops.

Provide 2nd level PC support to multiple departments, faculty/staff on campus.

Provide support in configuring Mobile Devices.

Circles Chelmsford, MA December 2013 – February 2014

Resolve all Trouble calls for multiple sites, both over the phone and in person.

Provide 1st/2nd level Phone and PC support to over 500 end-users.

Use Ghost to configure and deploy PC’s and Laptops

Use Citrix Access Management Console to assist with citrix issues.

Multiplan, Inc Waltham, MA

Desktop Analyst June 2007 – November 2013

Assist over 2,000 desktops and remote user’s.

Perform all SW and HW Moves, Adds, and Changes (MACs) for over 2,000 end-users.

Resolve trouble calls for end-users in multiple software and hardware areas.

Provide 1st/2nd level PC support to over 2,000 end-users.

Led Migration project from WINXP to WIN7.

Led encryption project by installing and configuring Sophos Encryption software on both PC’s and Laptops.

Use Global Manager to create user accounts for various in-house applications.

Use Altiris to configure and deploy PC’s (ADT’s) and install software.

Getronics/PHCS Waltham, MA

Sr. Field Engineer/Asset Manager July 1997 – June 2007

Perform QA on new and/or upgraded software on a WIN 2000 and XP platform for interactions with each other.

Document new software installations (both proprietary and off-the-shelf), after successful QA, and distribute to other Technicians.

Maintain/track all software and hardware inventory in Vantive database (approximately 3,500 pieces of equipment).

Perform all SW and HW Moves, Adds, and Changes (MACs) for over 1100 end-users.

Work with customer to document/maintain/update all processes and procedures for all helpdesk tickets.

Approve new work requests.

Configure and deploy PC’s.

Train new Technician’s.

Liaison with vendor for warranty repairs and services on printers, PC’s, and monitors.

Provide 2nd level PC support to over 1100 end-users.

EDUCATION: Master of Science in System Management, Western New England College

Springfield, MA

Bachelor of Science in Computer Engineering, Boston University College of Engineering

Boston, MA

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