Desktop Support Engineer

Dominic Agostini

***** ******* **. ************, ******** 48051 ● 586-***-**** ● *****************@*****.***

Information Technology Professional

Dynamic, results-oriented Information Technology Professional with exceptional background in Network security and Desktop Support processes. Ability to streamline technology processes and equipment to create a more efficient and productive operating environment. Possesses 29 years of experience in Information Technology and more than 13 years of management experience. Ability to provide support and training to IT Teams and ensure the successful completion of projects under a time and resource budget. Ability to apply military experience in personnel management and strategic planning to the successful operation of an organization. Proven leader with the skills needed to create corporate and personal networks and ensure the successful operation of computer systems and peripherals. Outstanding skills include communication, leadership, and organizational.

Technical Expertise

Operating Systems:

Windows – All versions

Software:

Microsoft Office – All versions

Outlook – All versions

Tivoli Remote Control

Encase eDiscovery

Exabeam

QRadar

Encase Forensics

ServiceNow

QuickBase

Hardware:

Checkpoint Firewalls

Qualys Vulnerability Scanners

Core Competencies

Dynamic Project Management ● Forensics Information Technology ● Strategic Planning

Cross-Functional Teams ● Infrastructure Operations ● Employee Training

Networking ● Verbal/Written Communication ● Cost Reduction Initiatives ● Technical Writing

Professional History

Trinity Health

Forensic Analyst (2011 to present)

Provide day-to-day proactive system management, monitoring, support, troubleshooting, and resolution of all network security issues within the enterprise network. Handled all internal HR investigations and legal hold matters.

Key Accomplishments:

Migrated 100 VPN' s over to new Checkpoint firewall

Installed Qualys Vulnerability Scanners at 11 Hospitals

Upgraded 20 Checkpoint United Threat Management (UTM) devices

Handled all legal hold matters for Trinity Health

Fielded digital investigations requested by Trinity Health HR

Monitored Checkpoint firewalls

Built countless VPNs between Trinity Health and its vendors

Systems Analyst II (2010 to 2011)

Managed the implementation of Genesis software to all Hospitals owned by Trinity Health. Created the Project management QuickBase scripts that were used to test all aspects of the Genesis software functionality. Facilitated the testing of the software with support teams to insure a smooth transition to the new software.

Key Accomplishments:

Facilitated on-site testing of Genesis at 3 Hospitals with no impact to users

Facilitated orientations for Trinity Information Systems and Hospital staff

Technical writing and created in-house documentation for testing procedures

D

Sears Holdings Corporation, Troy, Michigan (1995 to 2009)

Desktop Support Manager (1995 to 2009)

Contributed actively to the merger of Sears and Kmart desktop support teams by streamlining equipment for efficient operation. Oversaw the contributions and efforts of the desktop support team for regional and district offices, and multiple distribution centers. Provided support and oversight for two New York technicians involved in the implementation of phone systems, Windows 2000 services, desktops, laptops, and related equipment. Was responsible in human resources functions including hiring employees and providing exceptional support to staff and contractors as needed. Researched and analyzed complex technical issues for product development staff to provide products and services that exceed client expectations. Participated actively in the certification process of all applications prior to deployment to ensure high availability of systems and collaborated with hardware vendors to resolve complex hardware failures.

Key Accomplishments:

Assumed essential management functions related to overseeing desktop support teams in the Michigan and New York office including managing a $21,000 monthly maintenance budget for the entire enterprise.

Managed 12 technicians that supported over 5,000 people internally, remote offices and distribution centers.

Achieved an annual savings of $500,000 and a substantial reduction in client down time by developing a comprehensive onsite warranty program.

Served as the point of contact for technicians and all escalated issues, including setting up networks for executives that tied into Kmart through a T1 line.

Provided 24/7 on call service while achieving a 0% team turnover rate during employment.

U.S. Army National Guard (2007 to 2018)

Staff Sergeant

Oversaw a squad of 12 soldiers and facilitates all aspects of incoming troop rotations. Coordinate ECP duties and applied outstanding mediation skills to the resolution of issues with Local Nationals. Deployed to Afghanistan in support of Operation Enduring Freedom in 2009.

Key Accomplishments:

Achieved multiple medals and recognitions including Afghanistan Campaign medal with campaign star, Sea Service Deployment Ribbon, Two Army Commendation Medals, the Army Achievement Medal, Two National Defense Service Medals, the Global War on Terrorism Service Medal, and the Armed Forces Reserve Medal with M Device.

Previous Professional Experience

OE Systems, Troy, Michigan (1994 to 1995)

Lead Field Service Engineer

Advanced Technology Center, Troy, Michigan (1991 to 1994)

Lead Service Engineer

United States Marine Corps (1987 to 1993)

Corporal—Honorable Discharge

Education and Training

Bachelor of Computer Science—Network Security (Graduation should be 2021)

Baker College Online, Flint, Michigan

Computer Technology Certificate (1992)

Career Development Institute, Southfield, Michigan

Training in the Following Areas:

Dale Carnegie Course

Employee Development and Performance

Communication, Coaching, and Leadership

SANS Network Security

USMC NCO Leadership School

Army NCO Leadership Classes

Encase Forensics

Encase eDiscovery

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