Resume

Computer Operator Support Technician

Location:

Orchard Park, NY

Salary:

59,500.00

Posted:

February 14, 2023

Contact this candidate

Resume:

Darlene M. Govenettio

* ********* *****, ******* **** NY, 14127 Mobile: 716-***-**** advbp5@r.postjobfree.com

linkedin.com/in/darlene-m-govenettio-73317a12

PERSONAL OVERVIEW & OBJECTIVE:

Information Technology and Business Process professional with over 25 years of experience. Learned, applied and trained others with skills from multiple business verticals: banking, production operations, manufacturing, technology/applications, health fields, mortgage business and consulting. Competency in multiple technology applications, infrastructure, and networking. Skilled in technology communication such as: public speaking, group/team training, and project work aids in providing successful outcomes. Exceptional people skills, and work ethic contributing toward past and future successes. Core talents include business IT initiatives and teaching individuals technical competency within company standards. Works Independently and possesses the ability to learn quickly, my drive to be self-motivated has helped me in every position I have held in the past and will continue to in the future as well.

Seeking a position which will leverage skills and experience to support the mission and objectives of the company where employed as well as supporting the clients.

CORE TECHNOLOGY SKILLS:

●Macintosh OS/ IOS Devices

●Windows NT, XP,7,10

●OS/MVS

●SCCM

●Citrix Applications

●VPC/VPN

●Polycom/Cisco/Crestron conference equipment

●Mobility Deployment

●Skype for Business

●Lansweeper

●Encompass

●Microsoft Office Suite /Outlook/OneDrive

●GroupWise

●Lotus Notes

●Total Office Sup. Sys. (TOSS)

●Desktop On Demand (DOD)

●Thin clients

●Service Now

●Adobe Connect

●LANDesk

●ITIL

●Blend

●XenMobile

●Active Directory

●Power Apps/Onboarding

●CyberArk

●Computer Management

●SharePoint

●Azure/inTune

●MFA/Authenticator

●Remote Desktop/Itarian

●Global Protect

●Imaging PC’s

●BitLocker

CAREER HISTORY

PC Support Specialist- Hunt Mortgage Corporation - Buffalo, NY

June 2022 – November 2022 (Permanent)

●Provided in person, and remote support utilizing Itarian software for IT resolutions.

●Monitored and responded to tickets. Resolving, assigning, and escalating when necessary to a third party.

●Setup, image, deploy, and support laptops, desktops, devices, equipment.

●Maintained, administered profiles for users utilizing many Investors, and mortgage services.

●Learned, supported, users through the Encompass and Blend Mortgage Software systems.

●Ensured users were kept updated on their service ticket requests.

●Additional skill set understanding of the Mortgage information technology arena, operations, and organizational structure.

●Maintained a valued wide user rapport within the Mortgage Business Sector.

PC Technician- Cobham Mission Systems - Orchard Park, NY

July 2021 – October 2021 (Contract)

●Provided 1st/2nd level, in person, and remote support for local Site IT Services.

●Monitored and responded to tickets with LANDesk. Resolving, assigning and escalating when necessary.

●Setup, image, deploy, and support laptops, desktops and thin clients.

●Maintained Security groups for users utilizing Application Deployments within Active Directory.

●Managed devices within Lansweeper and SCCM.

●Conducted user training sessions for new hires.

●Ensured customers are kept updated on their Service Requests and Incidents.

●Solid understanding of information technology, technology operations, and organizational structure.

End-User Virtual Support Technician – Webucator, Inc., Fayetteville NY

Nov 2020– Dec 2020 (Contract)

●Hardware: PC Support.

●Software: Adobe Connect basic support, Microsoft Excel, Microsoft Word.

●Additional: Supported end users accessing Virtual Training via Adobe Connect sessions.

●Team support: Utilizing Adobe Connect with an instructor on various applications and subject matters.

End-User Support Technician – TEK Systems for Catholic Health Systems, Buffalo NY

Oct 2020– Oct 2020 (Contract)

●Hardware: PC and Thin Client support.

●Software: Windows basic support, Microsoft Outlook, Cisco WebEx, Vendor training Hyperspace.

●Additional: Supported end users accessing EPIC Virtual Training/WebEx sessions.

●Team support utilizing a bridge line for all Catholic Health System sites daily.

Senior Desktop Support Technician – NTTData IT Services for Independent Health, Buffalo NY

March 2019 - July 2020 (Contract to Permanent)

●IT support for Executives/Board Members at Independent Health Campus Locations with strong communication skills orally and written.

●Supporting the various levels of management and having direct integrations with many diverse personalities; required that I was tactful yet flexible and demonstrated a high level of maturity.

●Demonstrated the ability to use appropriate methods of communications (face-to-face, email, phone, etc.) to achieve desired results,

●Enrolled/Activated iPad’s, iPhones via InTune and Office 365. Provided a hands-on/personal training experience for each board-member and users to ensure smooth transition to devices.

●Supported, resolved Helpdesk user calls through a ticketing software system.

●Incorporated necessary communication and interpersonal skills to interact with executive-level clients.

●Azure administration with active directory, password recovery, file synchronization, account removal.

●Utilized Asset Management’s Flexera for all device equipment inventory.

●Administered Onboarding of users for simple transfers and new users via Power Apps.

●Provided business analyst related activities where needed due to gaps in resources.

●Remote Software installs and uninstalls.

End-User Executive Support Technician – TEK Systems for NTTData, Buffalo NY

June 2018 – March 2019 (Contract)

●IT support for Executives/Board Members at the Independent Health Campus Locations.

●Identified and learned all approved/appropriate software and hardware used and supported by the organization.

●Utilized skills with iPads and the MAC Environment.

●Worked with teams to support achievement of project milestones and deliver on internal and/or external commitments.

●Incorporated necessary communication and interpersonal skills to interact with executive level clients.

●Created/maintained end user documentation.

●Azure administration with active directory, password recovery, file synchronization, account removals.

●Utilized the MFA Authenticator app for Mobile devices.

Network Analyst II –M&T Bank– Buffalo, NY

September 2017 – March 2018 (Permanent)

●Performed day to day support of the technology needs of the Senior Executives and their administrators.

●Ability to understand the priority and sensitivity of each issue and respond appropriately to be able to manage multiple issues at one time.

●Supported technology initiatives from an end-user perspective to enhance the customer experience as well as Audio/Video conference support, PC, laptops, MS Office, iPhone, iPad, remote utilities, Citrix applications.

●Ability to develop and maintain positive and cooperative relationships in the face of problems while addressing clients in day-to-day technology problems and determined feasible solutions to drive a strong customer success mentality.

●Performed Audio/Video Conferencing Services using Polycom, Cisco, and WebEx Technologies in support of EVP’s and other users of Audio/Video services and their mobile devices.

●Utilized VPC and VPNs, along with SCCM and DOD tools.

●Networked with technology departments to collaborate on processing of orders, returns, and installation of mobile devices while adhering to policies and supporting supply chain activities.

●Provided usage and experience feedback analytics to enhance technology services.

Site/Training Coordinator –USW Local 135 at Goodyear/Dunlop (10/2015-Sumitomo Rubber USA, LLC) – Buffalo, NY

January 2008 – September 2017 (Permanent)

●Achieved a $64k grant for members to attend and be certified in an extensive Electrical Industrial program.

●Maintained a United Steel Workers Career Development on-site program.

●Built and sustained a customizable career development database.

●Organized local and off-site training platforms.

●Oversaw multimedia production in the classroom.

●Prepared annual budget for program offerings/ data base analytics to USW Governing Board.

●Maintained facility’s technology equipment.

●Practiced the Institute for Career Development policies for their program.

●Developed curriculum for union members, utilizing a multimedia platform and maintaining a monthly newsletter.

Computer Asst./Computer Support -Frontier Middle School - Hamburg

September 2005 – December 2008 (Permanent)

●Trained and supported all staff for Mac Based and PC OS, academic software and server systems.

●Maintained/troubleshooted for First-Class Client Email System.

●Maintained hardware/software inventory.

●Conducted and supported student training software (SuccessMaker).

Computer Asst./Computer Support -Bethlehem Steel/ISG/ArcelorMittal - Hamburg NY

September 1999 – October 2005 (Permanent)

●In-house database/maintenance/training.

●Site coordinator for Institute for Career Development.

●Micro-computer class instructor. TCI East Aurora NY

●Administered USW’s continuing education program ICD.

●Developed curriculum as needed by union members

Self-Employed computer Instructor/Banking Industry - Buffalo, NY

Sept 1979– August 1999 (Permanents)

●Quality PC Training In-house bank training instructor, supported/trained Windows NT migration.

●Micro-computer consulting & tutoring.

●Orchard Park Senior Center, Hammermill Paper Co., KeyBank, HSBC, Horizons, ITT Technical Training.

●Marine Midland/HSBC - Terminal Keypunch Operator, Production Operations, Production Controller.

●Goldome/Datek-Instacard - Computer Operator I, Production Controller, Operation Analyst II & IV, Problem & Change Management Coordinator, Total Office Support (TOSS) administrator/trainer.

ACADEMIC/CERTIFICATIONS/ACHIEVEMENTS

●2-year BOCES Vocational Technical Training Center Certificate in Programming & Data Processing.

●Company in-house banking certifications and train the trainer programs.

●Achieved four module certifications of Targeted Professional Development workshops.

●Past and present recommendations available on the LinkedIn site.

●Volunteer speaker for Holy Mother of the Cathedral Family Support Group

REFERENCES:

Dr. Kathleen Mylotte

Chairman of the Independent Health Board

IHA

716-***-****

Dr. John Antkowiak