Information Systems Support Specialist

Michael Volturno

P: 203-***-**** ad5rmv@r.postjobfree.com

EDUCATION

Southern Connecticut State University New Haven, CT Bachelor of Science December 2022

Major in Business Administration; Concentration in Information Systems Relevant Coursework: Organizational Behavior, Managerial Communication, Project Management, Design and Admin of Information Systems, Information Management/ Productivity Software (Office 365) WORK EXPERIENCE

ASML Wilton, CT

Desktop Support Specialist Aug 2023 – Present

● Provided on site support to 1+ thousand users across 3 buildings via a walk up window and incident tickets.

● Responsible for preparing/ deploying new hire laptops and peripherals and ensuring that users account was provisioned correctly (Active Directory, O365 license, software entitlements, etc…). Also provided onboarding support upon new hire start date.

● Completed weekly conference room checks to ensure the equipment in each room was functional for employee meetings

(Polycom A/V Equipment & Microsoft Teams).

● Monitored the incoming incident tickets and fulfilled equipment orders placed by users in the IT Catalog (ServiceNow).

● Managed inventory for each building's stock room and coordinated with brokers to document and dispose of End of Life assets.

Blue Acorn iCi Shelton, CT

IT Technician Dec 2022 – Aug 2023

● Responsible for providing day to day support for all internal users (300+ employees). Was also the point of contact for any IT related issues for the Call Center branch of the company (30 agents). (Work orders tracked with Jira)

● Tracked and patched vulnerabilities on company machines using Qualys Cloud Agent. Created weekly reports on open vulnerabilities on each machine and then deployed patches or worked with the user of the machine to update software./ address the vulnerability. (Utilized PowerShell Scripting to accomplish registry/general changes to system without disrupting user)

● Provisioned equipment/ appropriate accounts when onboarding users and revoked equipment/ accounts when offboarding a user.

● Completed monthly user audits on internal systems managed by IT (Slack, VPN, portals, etc.). Ensured that all users that had accounts provisioned to them in a system were active employees of the company.

● Implemented MDM for Mac (Mosyle Business Manager) and Windows (Google MDM) as company machines were not previously managed in any way.

Southern Connecticut State University New Haven, CT IT User Services Jun 2021– Dec 2022

● Resolved work orders escalated from the help desk (Level 2 requests).

● Prepared and deployed equipment for faculty and staff. Also refreshed existing faculty’s equipment at the end of its life cycle. During the deployment, the user was provided with full setup/ data transfer if necessary and answered any first time use questions.

● Controlled new and existing inventory (clearly distinguishing new, on hold, and deployable assets) . Also decommissioned end of life hardware and followed protocol for handling data in accordance to the university’s policies.

● Completed yearly refreshes of university computer labs and classroom equipment (30+ workstations, 30 labs).

● Assisted on a project to migrate all assets from SCCM to Azure AD/ InTune MDM. (2000+ devices). Help Desk Support Aug 2018 – Jun 2021

● Assisted in the operational coverage of the Help Desk and Call Center.

● Dispatched IT resources in a timely manner and appropriate follow up (tickets placed, phone calls, etc.).

● Provided technical support for high-tech classrooms including hardware and software applications.

● Provided end-user support including training and assistance in the use of the University’s computing environment, networks, applications, and services to faculty, staff, and students (Office 365, Pay 4 Print, Blackboard, etc.). Monroe Board of Education Monroe, CT

Information Technology Summer Staff Jun 2016 – August 2018

● Serviced 2000+ Google Chrome Laptops used by the various schools in the distract. Service included software updates/ troubleshooting and physical repairs (screens, keyboards, etc.).

● Tracked inventory of all IT related district assets and organized storage areas for equipment.

● Led a cleanup/ recycling effort to remove all obsolete equipment from classrooms/ school buildings. Gathered equipment then worked with recyclers to take away the equipment.

● Prepared/ maintained faculty used laptops and desktops. (Windows 7, 8 & 10).

● Setup/managed classroom equipment (smartboards, projects, computers, etc.). Also provided hands-on support to teachers upon their arrival back to their classrooms.

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