Desktop Support Help Desk

ARTHUR LUCIANO

828-***-**** ***.*******@*****.***

SUMMARY

Senior IT Support Associate with 15+ years of experience managing challenges and delivering solutions. Exceptionally skilled in Desktop Support, Help Desk, Information Security, Project Management, and M365 and Azure Cloud Environment with a focus on time management, leadership, and communication.

EMPLOYMENT HISTORY

Advanced Ceramic Coatings, LLC 01/2023 – 06/2024

IT Systems Administrator

●Manage all aspects of corporate IT: Virtual Machines (Servers), Network, Cloud Services, Security and Monitoring, Automation and Scripting, Plant MES system, Account Management, MDM and DR/Backup and Recovery, Desktop Support

●MS 365 G5 Government Cloud Suite, Azure, SharePoint and OneDrive Management

●Monitor and maintain site compliance with client security protocols.

●Ensure IT corporate systems meet SOC2, NIST-800-171

●Managing current project to expand plant infrastructure to accommodate new machinery and MES systems

●Site physical security: Manage Access Control and CCTV surveillance systems.

Consilio, Remote – Contract Role 06/2021 - 11/2022

Technical Lead – Mobile Device Migration Project

●Coordinate Microsoft Autopilot and Intune Device Registrations for Corporate Acquisitions

●Monthly auditing of end-user devices

●Monitor and maintain site compliance with client security protocols

●VAPT Reporting and remediation

Majorel, Greenville, SC 05/2020 – 06/2021

Information Security Officer/IT Project Manager

●Monitored site firewalls, switches, end users’ desktops, and mobile devices, access control systems for security compliance. PCI-DSS requirements.

●Monthly auditing of internal information systems (network devices, UPS, CCTV, Access Control) and end-user devices

●Monitored and maintained site compliance with client security protocols and act as corporate liaison to client Security Assessor

●VAPT Reporting and remediation

●Administered Cisco Umbrella URL filtering

●JAMF Mobile Device Management for site mobile devices

●Oversaw the installation of site network and electrical infrastructure for new office buildout

●Created a new site remote auditing process for client sites in North America region as a requirement for COVID19

Ogletree, Deakins, Nash, Smoak & Stewart, P.C., Greenville, SC 09/2017 – 09/2019 Site Support Coordinator

●Maintained corporate office infrastructure and desktop support for corporate headquarters.

●Configured and maintained corporate IT assets, including desktops, laptops, printers, multi-function devices, conference rooms, VoIP and PBX phones, and unified messaging solutions.

●Active Directory User management and Endpoint Security compliance

●Developed procedures and knowledge base to support office software, systems, and hardware.

●Mobile Device Management (iOS and Android Devices) purchasing, setups, and repair

Help Desk Analyst 12/2016 – 09/2017

●Scheduling and Training of existing and new Help Desk Support Agents

●Trained and educated end-users on Microsoft Office suite products including SharePoint site design and OneDrive, in-house applications, corporate procedures, and systems usage.

●Administration of Mobile Device Management systems.

Peak Tech Services, Hendersonville, NC 11/2015 – 11/2016 Independent Technical Services Technician/Consultant

●Perform various technical and IT-related services for both residential and commercial customers. Services range from POS systems setups and installation, PC hardware replacement and reinstallation, installation and service of broadband network equipment, and flat-panel LCD and LED repairs.

●Lead Tech for Target Stores 2016 Infrastructure Upgrade Project. The project scope included upgrading all workstations, iOS devices, MERAKI Wi-Fi services, and installation of Aloha servers.

Eaton Corporation, Arden, NC 06/2013 – 10/2015

IT Systems Analyst II

●Support of Office and Shop floor and component test lab systems, including but not limited to Servers, Switches, Desktops, Laptops, Mobile Devices, CISCO VoIP, and all associated corporate software functionality.

●Hosted daily team meetings to discuss new and outstanding IT trouble tickets.

●Maintain process documentation for plant/test lab ISO 9001 and ASTM Certifications

●Created, maintained, and monitored all North and South Carolina Eaton facilities server and switch room cable management practices and safety systems.

●Instrumental in plant-wide upgrade from PBX to CISCO VoIP systems using ATT IP Flex.

●Created and maintained plant hardware Asset Management program

IBM, Charlotte, NC 01/2013 – 05/2013

Deskside Support Technician Level II at Ally Bank (Contract)

●Technical support of 1500+ onsite and remote users, including support of banking executive staff members.

●Respond to help desk tickets and emails.

●Resolve issues ranging from network password issues to complete workstation reimaging.

●Designated as primary 24/7 executive-level support, including bank CEO, CFO, CIO, and Treasury VP.

●Migrate users as desktop and laptop leases expired from XP to Windows 7 Professional.

EDUCATION AND CERTIFICATIONS

●Broward College, Davie, FL Associate of Computer Science

●ITIL Foundations, ITIL 4 Strategist Direct, Plan and Improve

●MCSE, Certified Microsoft 365 Enterprise Administrator, CMFE

●HDI Support Center Manager Certification

●Agile Project Management Boot Camp - CAPM

●Dell, HP & Samsung Hardware Repair Certified

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