It Support Specialist
Resume:
ANDREW VALENTI III
*** ****** ** *********, ** **472
**********@*****.***
PROFILE
CompTIA Security+ and IT support with over 10 years of experience. Outstanding problem solving and troubleshooting skills seeking to utilize his excellent organizational skills, attention to detail, and sensitivity to customer satisfaction to benefit an organization’s IT operations, help desk or support services.
WORK EXPERIENCE
App & Systems Support Specialist II, Care Dimensions 5/2020 - Present
Full Time
●Providing day to day IT support to nurses, doctors, and various staff members throughout 4 different locations both onsite and remotely
●Troubleshooting various software and hardware problems with EHR systems
●Troubleshooting email issues in O365 and on prem exchange, setting up shared mailboxes and calendars
●Monitoring ticket system and answering phone calls
●Setting up equipment for new staff
●Planning and facilitating new hire orientation both remotely and in person
●Imaging computer using MDT
●Managing AirWatch and Intune MDM, setting up policies and app deployments for iPhones and iPads
●Managing over 600 iOS devices in Airwatch and ensuring security patches are installed
●Managing over 700 workstations Absolute and iVanti Security Controls for patching
●Utilizing Powershell scripting to automate tasks
●Setting up GPOs per company guidelines
●Managing Cisco Call Manager and Unity for desk phone, Jabber set up and end user support
●Assigning licenses for various applications including O365, Adobe, Netsmart and Zoom
●Creating and maintaining documentation using Confluence
●Implementing Microsoft Team groups and policies
Client Service Center Technician, SMS Data Group 10/2019 - 5/2020
Full Time
●Providing remote and deskside support for Hanscom Airforce Base personnel
●Adhering to security policies for unsecured and secured networks
●Answering phones and creating tickets using Remedy
●Troubleshooting hardware, printer, and network issues
●Imaging and deploying computers
●Installing and maintaining PKI certificates on individual machines
Senior Deskside Support, MUSA Technology 1/2019 - 10/2019
Full Time
●Entering and resolving tickets in a timely matter using ConnectWise
●Providing deskside and remote support to Life Science companies using Automate and other remote tools
●Configuring and deploying Windows and Mac OS X machines
●Configuring backup solutions with Egnyte Connect and Desktop Sync
●Implementing MDM solutions with Centrify and Addigy for iOS and OS X devices
●Configuring Zoom Rooms with iPad support
●Setting up Shoretel/Mitel phones numbers
●Troubleshooting lab instruments
●Onboarding/Offboarding of employees
●Deploying network printers through group policy
●Microsoft Office365 and G-Suite administration
●Troubleshooting Google Hangouts issues
●Whitelisting and blacklisting email addresses through Mimecast administration
●Safe listing application files through CylancePROTECT anti-virus
●Assigning licenses for Adobe suite, GraphPad Prism
IT Support, Matrix Medical Network 6/2018 – 1/2019
Full Time
●Triaging and completing tickets in SysAid
●Settings up hardware for new hires
●Assisting nurse practitioners and various other medical providers with accessing LMS training site and Digital Assessment app via remote tools such as LogMeIn and GoToAssist
●Administrating softphones through Jive Web, Five9
●Provisioning new users in ACES Assessment system
●Troubleshooting connectivity and application issues on Android and iOS devices
●Writing procedures and documenting known issues
Senior Solutions Engineer, NWN Corporation 2/2012 – 6/2018
Full time
●Create, escalate and close cases in a timely manner using Service Now
●Troubleshoot/resolve end-user issues via phone and remote management tools such as LogMein, Rescue and VNC viewer
●Providing on-site customer support to customers
●Entering and updating hardware inventory
●Installing and configuring Windows 7,8,10 and Mac OS X
●Provide desktop services to a wide range of customers in a timely fashion
●Administering Active Directory and Windows accounts
●Setting file permissions on folders
●Microsoft Exchange Management, Office 365 (creating mailboxes, distribution groups, email forwarding)
●Rebuilding Outlook profiles
●Microsoft System Center Configuration Manager (SCCM) to image and deploy workstations
●Setting up and configuring network printers and various devices remotely
●Setting up email on mobile devices
●Setting iOS devices through Airwatch
●Configuring network settings for LAN, Wireless devices, VPN,
●Configuring devices via Cisco Call Manager and Unity
●Antivirus applications, virus and spyware removal
●Resetting Active Directory, McAfee Encryption, and Checkpoint passwords
●Provisioning mobile devices through Good App
●Accessing Citrix server and resetting terminal sessions
●Setup and configure Team Sites in Sharepoint
TECHNICAL SKILLS
Software: Windows 10/8/7, Mac OS X, Android and iOS Microsoft Office 2013 - O365 System Center Configuration Manager G-Suite LogMeIn Cisco Jabber Jive Web Ticketing Systems (Remedy, ConnectWise, ServiceNow, Sysaid, Netsuite Remote Management Tools (LogMein Rescue, DameWare, ConnectWise Automate, Teamviewer, Ultra UNC)
Hardware: PC Workstation Android and IOS Tablets
Networking: LAN Cisco Wireless Access Points VPN (Cisco AnyConnect, FortiClient) Cisco Unity and Call Manager
Security: Active Directory Airwatch, Intune Encryption (McaFee, BitLocker, Checkpoint) FileVault (Mac OS) Mimecast Administration PKI Certificates Secure and Unsecure Networks Virus and Spyware Removal Antivirus (CylancePROTECT, McAfee Endpoint, Symantec, Trend Micro)
EDUCATION & CERTIFICATIONS
CompTIA Security+ Certification Received on 7/19/2018
Tech Computers, Inc. South Boston, MA
CompTIA A+ Certification Received on 12/30/2010
New Horizons Computer Learning Center Waltham, MA
ITT Technical Institute, Woburn, MA September 2009
Associate in Applied Science degree in Computer and Electronics Technology
*GPA 3.9 (High Honors)
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