Desktop Support Engineer
Resume:
Louis Gargiulo
IT Professional
Computer Support Specialist II
Proactive Technologies Inc (DoD Prime Contractor)
Build new workstations from the ground up for Graphics, System & Software Engineers. Build and deploy corporate Laptops to Administration, HR & remote sites.
Work and assigm tickets within Solar winds help desk- Utilize Bitlocker to encrypt/ decrypt systems. Engage with Government & Corporate employees and create strong professional relationships with the majority of the people in the facility.
Build and configure MDT Server & create each individual image within MDT Server. Create new user accounts, security groups, organizational units & grant folder permissions within Active Directory. Create and deploy GPO's within AD that adhere to strict DoD regulations and
guidelines. General troubleshooting of all issues on end user machines*Office, Cisco AnyConnect, Network connectivity- DHCP/TCP/IP/ Static IP/ DNS- Create and maintain distribution lists & mailboxes within exchange admin center. Set up and deploy new IP and Virtual VoiP phones to employees within 3CX admin console. Build Windows Servers from ground up *physical & VM* Create shared drives and specific network drives for certain departments- Primary point of resolution for Tier 1-2 & 3 helpdesk tickets. IT Security Product Analyst
RedMonocle
Research Threat Intelligence & Defense IT Products Create spreadsheets based on Gartner & Forester recommendations of IT Product tools
Provide insight into latest Cyber Security & Cyber Espionage products to clients Install & test latest Threat Intelligence & Defense products on multiple platforms including Virtual/ Solaris
Present live demos to executives of fortune 500 companies such as Disney. Inform the client of the latest tools vs/ existing IT Tools they currently have/ weigh the cost/effective ratio.
Service Desk Analyst
Lockheed Martin (Contract)
Serve as the first line of support for Lockheed Martin employees & executives in terms of IT and account issues.
Unlock Active Directory accounts, reset passwords, provision access cards and access codes to specific areas.
Remotely set up & Troubleshoot VPN/ Microsoft Exchange & Email issues. Receive incoming support requests via chat & phone, walk out to employee sites and physically remedy issues that can not be resolved remotely. Operate in an executive environment while always reaming professional, adhered to the highest standard of customer service.
Adhere to extremely strict security measures when troubleshooting, inform users of any known violations at their desk or system.
Create tickets via ServiceNow for purposes of documentation & escalation Remotely login to employees computers & fix any issues they are experiencing/ force push updates via SCCM.
Operated in a 24/7 environment.
Network Engineer II
AOK Networking (Contract)
Install new / rebuild existing servers and configure hardware, peripherals, Experience
2020-01 -
present
2019-01 -
2019-06
2018-09 -
2018-12
2018-04 -
2018-07
Personal Info
Address
819 North 19 Street, Pensacola FL
Phone
*******@*****.***
Skills
Active Directory
Microsoft Exchange Admin
Office 365 Admin
Windows Server
TCP/IP
Network Configuration & Troubleshooting
MDT Server
Imaging/ Building
Firewall
LAN
DHCP
Patch Management
Help Desk
Group Policy
VMWare
Citrix
VOiP
Hyper-V
Installations
DNS
Domain Network
SCCM
SolarWinds
Asana
Mcafee EPO
ServiceNow
services, settings, directories, storage, etc. in accordance with standards and project/operational requirements.
Experience using Remedy ticketing system for tracking, updating and closing assignments
Perform daily network administration, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups. Add, edit, unlock and change user accounts on Active Directory. Image systems via MDT server & SCCM for new and existing employees. Installation of Audio, Printers, Scanners, Projectors, Airtame, Troubleshoot LAN/ Wi-Fi/ Telephony issues.
Drive out to sites and install software, perform system maintenance & install new hardware.
Preform upgrades on Windows Server 2012 R2 To 2016 Configured and installed routers switches and wireless controllers. Maintained all network documentation for hardware configuration and licensing. Remote into PC's via Automate and resolve technical issues. Document thoroughly what actions have taken place via Connectwise Troubleshoot various network issues affect solutions and collaborate with staff and outside vendors to resolve complex problems.
Keep network infrastructure up-to-date and secured. Desktop Support Analyst
Infotainment (Contract)
Set up computers, install latest software, insure all devices that are needed in the work environment are functioning properly.
Troubleshoot hardware related issues
Duties included installation and day-to-day troubleshooting of all software and hardware related issues for new and existing PC’s
Run updates & configure employee's computers to the latest firmware and settings.
Set up and maintain printers, fax machines & VOiP phone systems Troubleshooting & Support for phone devices: iPhone/ Android Answer and resolve calls related to the programming of our products. Document all customer interactions into our CRM
Installation and troubleshooting of Printers, Scanners, Projectors, and visual devices.
Technical Support Specialist II
Frontier Communications
Set up tickets for technicians to go out and resolve issues. Provide support via chat & phone.
Used Remedy Ticketing System to Open, Update and Close Mobility Tickets. Remove viruses, malware & configure web browsers and computers to operate at full potential.
Preform security sweeps and virus scans of customers computers remotely. Troubleshot Internet connectivity issues
Set up networks for businesses and residential customers over the phone. Monitor current reports of computer viruses to determine when to update virus protection systems.
Configure firmware & WiFi settings customized to user request Preformed PC tune ups and general optimization for Windows remotely Maintained a strong sense of professionalism and courtesy when assisting customers with any technical aspect related to their ISP Resolved old back logged IT related tickets in Service Now for issues such as Any Connect, VPN, Mobile Iron, AirWatch, Windows 10, Outlook 2016, Office 365, Skype for Business, Iphone/Ipad and Exchange Server. Document all issues into our CRM accordingly
Technical Support Specialist
Apple
Troubleshot technical issues related to IOS
Maintain, troubleshoot and support computer workstations, laptops, printers, mobile devices
2018-01 -
2018-04
2014-03 -
2017-12
2012-03 -
2013-02
Helped customers set up their new Apple Devices over the phone and over live chat.
Configured wireless networks for Ipad's & Mac Computers. Execute software installation and deployment to computing systems Resolved technical issues related to iCloud and iOS updates. Remain calm under extremely high call volume while providing exceptional customer service.
Seminole State College
Associate of Arts: Information Technology
DoD Cyber Security Awareness Training
DoD Insider Threat Awareness Training
3CX VoiP Engineer Basic
Education
2014-08 -
2016-07
Certificates
2020-02
2020-02
2020-06
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