Desktop Support Office

Greg D'Agostino

Pennsauken, NJ 609-***-**** adlmle@r.postjobfree.com https://www.linkedin.com/in/greg-d-agostino-a84bb723/

IT Specialist/IT Support Professional

Highly resourceful IT Support Professional with over 22+ years of demonstrated experience analyzing, installing, maintaining, and repairing hardware, software, peripherals, and networks for borderline Fortune 500 organization. Proven track record of providing well-rounded technical support across multiple locations, delivering solutions tied to system efficiency and optimization.

Skilled problem identifier and troubleshooter comfortable managing systems, projects and teams in a range of IT environments. Highly expert in Microsoft environment, compatible software/applications, and hardware with a recognized ability to plan, install, configure and optimize IT infrastructures to achieve high availability and performance. Instrumental in providing exceptional customer service and support to co-workers, management and end users.

IT Desktop Specialist Tier III

Active Directory/DNS/VPN/RDS

DELL/Lenovo/iPad 6th Generation

iOS 14.0

Hyper-V-Windows 10

Office 365/One Drive

Software Migration/Upgrades

Service Now/Connect Wise

Group Policy, SCCM Deployment

Network Connectivity

Technical Skills

Hardware:

Dell-IBM Laptops-Desktops, Tablets, iPad, Surface Pro, Cisco IP Phone VoIP

Operating Systems:

Windows 7-10 Version 20H2 MacOS-iOS3.7 Mojave iOS 14.0 iPad

Software

Office 365 Admin /One Drive/ Active Directory Group Policy MS Teams Service Now Hyper-V- Bit Locker MS SCCM Imaging Connect Wise MFA 3M Grouper

Networking:

TCP/IP Protocol DNS, DHCP Windows server ADS & RDS

Professional Experience

firstPRO Inc-Kokua Technologies-Berlin NJ Berlin, New Jersey, NJ

L3 Support Specialist/Contractor/firstPRO Inc January 2021 –April 2021

IT Support Services for Kokua Technologies infrastructure. Coordinate resolutions for hardware and software using Connect Wise-Labtech. Coordinate resolutions using Office 365 admin, Cisco Meraki-VPN, Active directory, MFA, Email Protocols (POP3, IMAP), RDP.

Desktop Software: Connect Wise Automate, Tscleint, Screen Connect Agent. Migration Windows 7 to OS 20H2.

Workstation Hardware: Dell, Lenovo laptop models. Lenovo Desktop Think Centre and Think Station models. Surface Pro

Mondo-Ashfield Healthcare-Fort Washington PA Philadelphia, Pennsylvania, pa

IT Desktop Specialist Tier III/Contractor/Mondo June 2020 –October 2020

IT Support Services for the Ashfield-Genentech LLC technical infrastructure. Coordinate and install healthcare software on different types of devices for Health Care Specialists. Critical configurations for large distribution of hardware and software

Internal and External clients. Office 365 Administration, Maas, Microsoft ADS, Sunrise IT Management, Intune MDM.

Desktop Software: Five9 Call center, Office 365 version 2016 F3 E3, Outlook Mobile App, iOS 13.7, VOIP Cisco. Administrate ZOOM accounts-ZOOM User Management.

Workstation Hardware: Service DELL laptops 5400, 5410, Dell OptiPlex, iPad 6th Generation.

CompuCom Systems Paulsboro, New Jersey, NJ

Technical Support Specialist/Contractor July 2019 –June 2020

IT Support Services for the HCL/ETS technical infrastructure for Univision Communications. Coordinate resolutions for hardware and software using Service Now or using the ETS service procedures.

Desktop Support: Quest/KACE, DELL Endpoint Security, OFFICE 365 2011 Version 1902, MAC OS 10.14, Windows 10

VMware Fusion & Workstation, Hyper-V-Windows 10, Service DELL laptops-All Models, Citrix Client

Window Server: Managing 2012-2016 for TCP/IP Protocol, DHCP, RAID, DNS,DRAC, Windows ADS

Navigant Consulting Lawrenceville (Princeton), NJ

IT Coordinator/Technical Support Tier iii Specialist MARCH 1999-MARCH 2019

Over 20 years of demonstrated experience providing effective support, coordination and consulting to various clients concerning new network/system installations, upgrades, troubleshooting, and technical support ensuring optimal updated and reliability.

Leveraged strong technical and analytical acumen managing 250 users and 25 DELL servers for 3 Navigant offices locations, servicing all workstations and servers in a Windows 10 1809 and Windows server environment.

Led the successful installation of a wide range of software and hardware, which included, but not limited to:

oWindow Server: Managing 2012-2016 for TCP/IP Protocol, DHCP, RAID, DNS,DRAC, DELL Diagnostics Server Utility, Manage Active Directory,

oWorkstation Software: Office 365 2016, Skype PSTN, Cisco VPN-PingID, HP3/MLAP-3M Grouper Healthcare, OSD Image deployment, SEE Encryption Software, Actuate Birt 11, Dell Certified Notebooks-Parts Direct, Intune Mobile Security-Device Management mobile phones, Dynamic Great Plains accounting, VMWARE

Coordinated the timely completion of technology upgrade and migration projects for company-wide software and hardware, which included:

oMigration of Windows 7 to Windows 10 OS 1809

oOffice 2013 to Office 365 2016 including Skype PSTN/One Drive Migrations

oTwo to three replacement laptops each month

oSecurity software updates including SEE Symantec encryption. DLP, and Power Broker

oCompletion of 40 to 50 Service tickets a month managed by a PeopleSoft Service Now platform

oWork one-on-one with (clients) vendors to resolve issues with third-party installs

oCollaboration with other IT Departments to resolve issues

Recognitions:

Consistently recognized by management and clients for strong work ethic, broad technical knowledge, and exceptional customer service skills.

Received many letters of appreciation and commendations from the company using the platform of Service Now.

Attained 100% client satisfaction rating with a remarkable 5/5 survey scores.

Education & Professional Development

Certificate of Completion: Connect Wise University - Engineer Technician – Berlin, NJ

Computer Technical Support (GPA 4.0) – The Chubb Institute – Marlton, NJ

Certificate of Completion: DELL Warranty Parts Direct

Certificate of Completion: Notebooks – DeLL

Course Completion: Windows 2000 Installation & Administration Part 1&2 – Element K- On Line

Certificate of Completion: Managing a Microsoft Windows 2000 Network – NETRAIN

Course Completion for Domino Messaging Administration R46 – Lotus Authorized Education Center

Certificate of Completion for A+ Certification – New Horizons Computer Learning Center

Completed 21 credits towards a degree in Business Administration GPA 4.0 – Burlington County College – Burlington, NJ

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