CONNIE S SALERNO

**** **** **. ***** ******, CA *3063 805-***-**** ad3r81@r.postjobfree.com

SUMMARY

Over 30 years of technical experience within various industries, including International Accounting Firms, Government Defense and Computer Hardware Organizations. Great troubleshooting skills. Excellent writing skills, self-starting, motivated and goal oriented. Works with little or no supervision.

EXPERIENCE

Technical Specialist-Infrastructure Team

RT Specialty, Chicago, Il 5/2014-present

• Responsible for building out department areas and server closets across the United States when acquisitions\moves take place.

• Sole help desk team member for West Region offices supporting over a total of 200 combined users consisting of Executive Leadership, Brokers, Underwriters, and Project Management teams with hardware and software. Comprehensive help desk support for over 50 locations, serving more than 3,000 employees.

• Troubleshooting such Microsoft Office, Citrix Desktop, Adobe issues, proprietary insurance software’s, providing a white glove experience every time.

• Setting up networking system consisting of Cisco access points, Cisco switches, Velocloud routers during office moves or new locations of Ryan Specialty Group.

• Monitor and support Microsoft Teams meeting rooms within the organization. Provided documentation for user friendly experience.

• Responsible for inbound and outbound help desk calls utilizing the Broadworks Call Center Service.

• Providing end user support on the ticketing system Zendesk\Freshdesk, while documenting each resolution for future reference of the help desk and other support teams.

• Created knowledge-based documents for other support teams detailing the resolutions step by step to increase productivity rate and Service Level Agreements completion rate.

• Troubleshoot Outlook issues, such as email recovery, access, mailbox clean up, and Teams integration.

• Set up users in the printer utilizing LDAP, troubleshoot any connectivity if unable to connect to printer.

• Help users recover lost data, due to overwriting, loss of network access, software corruption and power failure.

• Use active directory to reset forgotten passwords, add email aliases, modify permission for more than 5000 users across the company, adding permission groups, distribution lists, file permissions, and network access.

• Responsible for setting users up with Microsoft Authenticator and Duo Multi-factor Authentication when on-boarding new hires or updating end users’ mobile devices.

• Assist with new laptop configuration, installing updates and patches, setting up profile management on mobile device, performing walk through of the company systems, such as VPN, Teams calling, and in house programs.

• Coordinate with Dell Technical Support for hardware repairs and peripheral replacements.

• Liaison for the Burbank Ryan Specialty Group and its outsourced vendors.

• Connie S Salerno (page 2)

Regional Technology Engineer

Grant Thornton LLP Sept 2002 – Sept. 2013

•Primary responsibilities included design, implementation and maintenance of infrastructure equipment in 49 US offices. Local office server updates, patches, and application updates.

•Project lead responsible for discovery, design, procurement, and implementation of all server room equipment replacement during Local office Server refresh, Local office UPS upgrade and Local office Switch refresh projects, including IP Scope revisions and VLAN creations and assignments, as well as new office builds and rightsizing. Lead Engineer over two other engineers and 6 LAN SME’s

•Responsible for implementation, maintenance, and lease refreshes of 300 Canon copiers running Ecopy MEAP scanning software and all networked HP printers across 49 offices

•Daily monitoring of disk space, application installs, and backups\data restore requests using Simpana Commvault backup to tape and VTL, EMC Avamar, and NSI DoubleTake replication servers. Major accomplishments include:

•Replacing 110 servers in 55 locations with minimal downtime for local office staff. (This was done twice in 2003 and 2008).

•Design and documentation of new server 2012 HV hosts with two virtual machines in each of the offices across the US.

Network Engineer – SAN Storage – Seagate, Minneapolis, MN Mar. 2002 – Sept. 2002 Senior Network Administrator-Ernst & Young LLP Aug. 1996 – Mar. 2002 EDUCATION

•Juniper – Oakbrook Terrace, IL – Certified Juniper JUNOS Training-2010

•New Horizons, Anaheim, CA – Certified Cisco CATOS Training-2007

•EMC, San Jose, CA - Certified CLARiiON Engineer, Brocade Switch Administration-2003

•Galaxy, San Francisco, CA - Certified Commvault Administration-2003

•XIOtech, A Seagate Company, Eden Prairie, MN-Certified XIOtech Engineer, Brocade Switch Admin-2002

•Info seek, Alpharetta, GA- Novell NetWare 4.x/5x Administration/Engineering-1999 CNA\CNE

•Lucent Education Centers, Pasadena, CA - Definity ECS Administration-1997

•Learning Tree University, Chatsworth, CA - Novell courses for NetWare 3.x CNA/CNE-1995

•Compulearn, Tarzana, CA - Certified -Lotus 123, Quattro Pro, Microsoft Word-1993

•Hewlett Packard, Fullerton, CA - Certified-MPE-XL Systems Management-1992

•PCES, Los Angeles, CA - Certified-Word Perfect & MS-DOS-1990

•Moorpark College, Moorpark, CA- Programming in GW Basic-1989 REFERENCES

Tom Boyle –Manager 818-***-****

Mitch Dooley, Manager – 816-***-****

Michael Shaughnessy, Hiring Manager - 312-***-****

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