Support Analyst Senior
Resume:
Joseph LaForgia
Senior Support Analyst (Desktop)
*********@*****.*** • 908-***-****
LinkedIn • Flanders, NJ, 07836, US
Experienced and results-driven Senior Support Analyst with 15+ years of experience and a proven track record of implementing robust technology solutions. Adept at efficiently resolving complex technical issues and providing top-notch support to enhance overall system performance. Proactive in implementing strategic measures for data security and system integrity, with a strong commitment to delivering exceptional service and optimizing IT operations. Recognized for proficiency in troubleshooting and diagnosing diverse hardware and software challenges, ensuring seamless functionality across a range of technological environments.
Areas of Expertise
● Technical Troubleshooting
● Operating Systems
● Hardware Installation & Maintenance
● Network Administration
● Software Support
● Security Measures
● Data Backup & Recovery
● Remote Support
● Documentation & Reporting
Professional Experience
Astadia @ Lantheus, Somerset, NJ
Senior Support Analyst (Desktop)
December 2021 — Present
Provided comprehensive IT support, including troubleshooting and resolving customer support issues both onsite and remotely, ensuring timely resolution of support tickets in compliance with SLAs and customer policies. Provide support for reported problems with desktop computers, laptops, peripherals, and mobile devices, and install/configure hardware, software, and peripherals following standard procedures. Collaborate with vendors to troubleshoot and resolve issues, and set up and troubleshoot domains, user accounts, and software accounts. Configure, test, and troubleshoot network connectivity and wireless access for local and remote devices. Perform desktop and laptop maintenance, tailored to end- users' specifications, and create support documentation as needed.
● Successfully upgraded NJ site's entire network switches to Cisco, enhancing overall network efficiency.
● Implemented successful replacement and upgrade of lab PCs and software while ensuring secure data backup using Acronis software.
● Spearheaded upgrade of network printers and successfully implemented Secure Print process for enhanced user security.
PerkinElmer @ Merck, Rahway, NJ
Lab Systems Support Analyst
February 2019 — December 2021
Oversaw the integrity of data for a GxP validated system, including system backups, vulnerability scans, patches and updates to lab systems. Implemented, monitored and provided technical support for customer laboratory IT environments, typically integrated with instrumentation. Assured network connectivity of customer's Windows-based platform. Implemented customer-specified benchtop computing design and processes. Assisted vendors with software installs and IQOQs for Lab systems. Acted as technical support contact for field service engineers, repairing and troubleshooting client instrument and information technology issues.
● Maintained and enhanced overall support of desktop platform through identification and implementation of enhancements, upgrades, and/or solutions promptly.
● Proficiently delivered technical support for multiple projects, including Microsoft Hololens, Nymi bands, and Zebra Cosmic scanners.
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PerkinElmer @ Celgene, Summit / Warren, NJ
Lab Systems Support Analyst
July 2018 — February 2019
Administered, monitored, and provided technical support for laboratory IT environments, primarily integrated with scientific instrumentation. Ensured seamless connectivity for Windows-based platforms while analyzing and implementing improvements to enhance desktop platform support. Provided technical expertise for system validations and change management initiatives. Managed physical inventory of lab equipment, PCs, and software, ensuring accurate tracking and resource allocation.
● Implemented robust Windows-based security measures, safeguarding sensitive data through user/group permissions, file/folder permissions, group policies, and local security policies, ensuring system integrity.
● Served as primary technical support contact for field service engineers, adeptly resolving intricate instrument and IT issues, minimizing downtime, and ensuring operational continuity.
● Provided top-tier support for Lab IT environments, contributing to seamless functioning of critical systems. C3I @ Allergan/Lifecell, Branchburg, NJ
Desktop/ Lab IT Support Tech II
November 2017 — March 2018
Provided Level 2 support for on-site employees, including laboratory assistance, testing, and troubleshooting lab-specific workstations. Addressed technical issues for Windows, Tablets, Smartphones, and MS Office via in-person, phone, and remote support. Resolved visual problems with projectors, monitors, and TVs. Supported Windows 7 & 10, Office suites
(2013, 2016, & 365), and maintained equipment accountability. Extended support to Doctors, Scientists, Executives, and support staff. Diagnosed and resolved client issues with hardware, software, and upgrades, emphasizing strong customer service. Configured Outlook for MS Exchange accounts, documented procedures via Service Now, and assisted in troubleshooting network connection issues. Configured and maintained workstation software. PRAB Inc. - Puerto Rican Action Board Inc, New Brunswick, NJ
IT Specialist
February 2016 — August 2017
Managed all technology operations, overseeing software/hardware/telecom service and support, network/systems administration, server maintenance, technology purchasing, and policy development. Provided on-site and remote support for employees across 10 company sites, utilizing Zendesk for ticketing system creation and maintenance. Ensured day-to-day maintenance and inventory of hardware, as well as troubleshoot software issues. Took charge of deploying new workstations within offices.
● Achieved cost reduction by implementing and deploying printer software company-wide. Geek Squad, East Hanover, NJ
Advanced Repair Agent (Aug 2014 - Feb 2016)
October 2013 — February 2016
Conducted diverse IT tasks, including data backups, new PC/laptop setups, virus removals, and hardware installations (HDD drives, RAM, video cards, optical drives), along with Operating Systems (Windows/Mac OSX). Performed general and advanced repairs on computers, printers, tablets, smartphones, smart TVs, smart wearables, game consoles, projectors, and home theater equipment. Specialized in audio-video equipment setup and troubleshooting. Diagnosed and isolated hardware and software issues, handling virus removals, Windows updates, tune-ups, and PC repurposing. Executed data backups, migrations, and recovery. Loaded client-requested software, and replaced defective hardware. Provided training to sales consultants and customer service specialists on using Geek Squad resources effectively. Configured computers for optimal performance, generated counter management reports, and prioritized completed services/tickets through client contact or NOVA updates within 24-48 hours. Maintained oversight of repair workflow, ensuring adherence to proper repair guidelines for timely completion. Swiftly diagnosed and created solutions for technology issues, replicating identified problems for efficient resolution.
● Held previous position as Consultant Agent (Oct 2013 - Sug 2014). Additional Experience
Network Operations Center Technician, IDT Corp, Piscataway, NJ Change Management Analyst, IDT Corp, Piscataway, NJ Service Management Center Representative, IDT Corp, Newark, NJ Page 3 3
Education
Masters in Computer Information Systems
Devry University, New Brunswick, NJ
Bachelors in Communications/Computer Graphics
Seton Hall University, South Orange, NJ
Technical Proficiencies
Operating Systems: Apple Mac OSX, Microsoft Windows (XP/VISTA/7/8/10) Software: Microsoft Office Suite 2010/2013/2016/365 Software (Word, Excel, Access, Outlook, Internet Explorer, Powerpoint), LogMeIn,Team viewer (remote support), Active Directory, Zendesk Hardware Skills: Various laptops and desktop computers, Internet modems, network interface cards, CPUs, printers, scanners, hubs, and docking stations
Smartphone Support: Troubleshooting iPhones, iPads, PDAs, Android, Windows and Blackberry devices A+ / Cisco CCNA Training
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