Customer Service It Support

M. ROMERO

Phone: 347-***-****

Email: ********@*****.***

Summary

Experienced IT professional with over 15 years of expertise in technical leadership, business analysis, desktop/server support, systems administration, and project coordination. Known for strong troubleshooting and communication skills, with a focus on customer service and attention to detail.

Technical Skills

Operating Systems: Windows (10, XP, Vista, 7, 8), NetWare 5.x, Windows Server (2000–2012), MS Terminal Server, macOS Catalina, Leopard 10.5

Hardware: IBM, Dell, Compaq, HP, Mac

Software/Tools: MS Office Suite (365, 2016, 2003–2007), Access, Excel, Visio, MS Project, Active Directory, SQL Server, Citrix Studio, Exchange, SCCM, Ghost, Arcserve, Veritas Backup Exec, Jira, SharePoint, Agile, Lotus Notes, Remedy, PDAs (BlackBerry, Palm Pilot, iPhone), Kaseya, Dameware Utilities, VoIP systems (Avaya, Shortel), and others.

Professional Experience

Pitisci & Associates (Remote)

IT Support / Project Administrator (04/2024–Present)

Provided technical assistance to staff and clients, resolving issues related to hardware, software, and networks.

Responded to support requests through phone, email, and help desk systems, escalating as necessary.

Installed, configured, and maintained hardware/software to ensure optimal system functionality.

Organized and facilitated project meetings, prepared agendas, and documented minutes.

Assisted in implementing IT projects, tracked expenses, and ensured compliance with company policies.

Managed and maintained the Microsoft 365 environment, including user provisioning, licensing, and security policies.

Troubleshot and resolved issues related to Exchange Online, SharePoint Online, and Teams.

Provided first-line technical support to end-users, resolving a wide range of hardware and software issues.

Administered and maintained IT infrastructure, including user accounts, workstations, and peripherals.

Successfully supported various IT projects, including implementations, upgrades, and migrations.

Developed and maintained project documentation, including plans, timelines, and status reports.

Collaborated effectively with IT teams to ensure timely project completion and user satisfaction.

Demonstrated strong problem-solving, communication, and interpersonal skills in a dynamic and demanding environment.

Marconet (Remote)

IT Project Coordinator (06/2023–03/2024)

Coordinated application testing, remediation, and sign-off with owners and testers.

Maintained application testing progress reports and SharePoint documentation.

Installed, configured, and maintained network devices (switches, routers) in a factory environment.

Hold regular meetings with Engineers to determine progress and address challenges

Assist with complicated project problem resolution. Catalog and track issues through the use of RAID Logs, provide status updates to management, and ensure a solution is formulated

Provide project updates to various stakeholders about strategy, adjustments, and progress

Register vendors for electronic payments, manage invoices, and track payments

Update project documentation which includes Deployment guides, Engineer checklist, Service Now Request, and Procedural Manuals

Work with Site contacts to coordinate Electronic Disposals and maintain Inventory and Data Sanitation records

Work with various teams to ensure that team processes are current

Performed regular maintenance of IT infrastructure, including servers and cabling systems.

Monitored and ensured smooth operations of data center equipment and systems.

Promptly troubleshooted and resolved network and system issues to minimize downtime.

Ensured all systems adhered to security and compliance standards.

Documented network layouts, system configurations, and troubleshooting procedures.

Supported the IT needs of factory operations through effective collaboration with on-site teams.

Identified potential project risks and supported mitigation strategies.

Facilitated meetings and tracked expenses to ensure budget adherence.

Valley Bank (Remote)

Windows 11 Project Coordinator (03/2023–05/2023)

Assisted in the development and management of project schedules and activities.

Monitored project progress, updated stakeholders, and prepared documentation.

Installed, configured, and maintained network devices (switches, routers) in a factory environment.

Performed regular maintenance of IT infrastructure, including servers and cabling systems.

Review the Email migration process with new acquisitions and verify Employee rosters

Work with the engineers to keep track of Email migration tasks and identify risk

Use Office timeline and smartsheet to provide project status and reporting to customers

Schedule and facilitate both internal and client conference calls/meetings: creating meeting agendas, tracking action items

Assist other project team members with Application migration project tasks such as User Acceptance Testing, QA Testing, and managing the Application packaging workstreams

Assist with tracking equipment deliveries

Monitored and ensured smooth operations of data center equipment and systems.

Promptly troubleshooted and resolved network and system issues to minimize downtime.

Ensured all systems adhered to security and compliance standards.

Documented network layouts, system configurations, and troubleshooting procedures.

Supported the IT needs of factory operations through effective collaboration with on-site teams.

Communicated with team members and vendors to ensure alignment with project goals.

Zelispayments (Remote)

Project Administrator / Windows 10 Migration Analyst (07/2020–02/2023)

Managed logistics for Windows 10/Office 16 migrations and served as a key escalation point.

Provided analytics and application certification reporting.

Review the Email migration process with new acquisitions and verify Employee rosters

Work with the engineers to keep track of Email migration tasks and identify risk

Use Office timeline and smartsheet to provide project status and reporting to customers

Schedule and facilitate both internal and client conference calls/meetings: creating meeting agendas, tracking action items

Assist other project team members with Application migration project tasks such as User Acceptance Testing, QA Testing, and managing the Application packaging workstreams

Assist with tracking equipment deliveries

Review Office construction timelines and coordinate move itineraries with engineers and firm contacts

Act as a point of contact for Engineers to quickly mitigate project issues

Coordinate travel arrangements for Engineers and coordinate office move logistics with Site contacts

Manage Email migration projects which include updating project plans

Conduct Email migration and Cloud training seminars via Teams Video-conference

Used SCCM and Kaseya for application deployment and system updates.

Supported the governance of IT projects and resolved compatibility issues.

Managed and maintained the Microsoft 365 environment, including user provisioning, licensing, and security policies.

Troubleshot and resolved issues related to Exchange Online, SharePoint Online, and Teams.

KPMG (Montvale, NJ)

Project Administrator / Application Testing Coordinator (03/2019–05/2020)

Coordinated application testing and remediation processes.

Maintained SharePoint documentation and project metrics.

Supported end-users and managed application certification processes.

Coordinated and managed multiple IT projects, ensuring timely delivery and adherence to project timelines.

Conducted thorough application testing, including functional, regression, and performance testing.

Collaborated with cross-functional teams to identify and resolve testing issues.

Managed competing priorities and timelines to ensure successful project delivery within budget and deadlines.

Coordinated internal and third-party disciplines (e.g., architects, engineers, contractors) to execute project tasks efficiently.

Received and interpreted project direction from Client Managers to guide project execution.

Collaborated with Client Managers to develop and validate project scope, schedule, and budget.

Led project kickoff and closeout meetings, ensuring all stakeholders were informed and aligned.

Monitored the design process from concept to construction documentation, ensuring design integrity and adherence to project goals.

Proactively communicated project status and potential risks/concerns to Client Managers.

Maintained meticulous project documentation and communication records for efficient file management.

Delivered final project deliverables to Client Managers upon successful completion.

ADP (Roseland, NJ)

Release Manager / SCCM Project Administrator (10/2018–02/2019)

Managed software deployment for over 60,000 workstations using SCCM.

Maintained release logs and facilitated UAT testing.

Drafted release notes and managed deployment schedules.

Coordinated and managed multiple IT projects, ensuring timely delivery and adherence to project timelines.

Conducted thorough application testing, including functional, regression, and performance testing.

Collaborated with cross-functional teams to identify and resolve testing issues.

Goldman Sachs Group (Jersey City, NJ)

Windows 10 Migration Analyst (01/2018–09/2018)

Analyzed and supported migration programs for Windows 10/Office 16.

Coordinated vendor activities and migration logistics.

Successfully administered and supported a large-scale Windows 10 migration project.

Developed and maintained detailed project plans, timelines, and status reports.

Tracked project progress, identified potential roadblocks, and proactively implemented mitigation strategies.

Provided end-user training and support throughout the migration process, ensuring a smooth transition.

Collaborated with IT teams to resolve technical issues and ensure timely project completion.

Maintained accurate records of all project activities and communication.

Demonstrated strong organizational and problem-solving skills in a fast-paced environment.

Coordinated and managed multiple IT projects, ensuring timely delivery and adherence to project timelines.

Conducted thorough application testing, including functional, regression, and performance testing.

Collaborated with cross-functional teams to identify and resolve testing issues.

Leidos (Remote)

Windows 10 Lead Test Case Writer (10/2017–01/2018)

KPMG (Montvale, NJ)

IT Project Coordinator (Windows 10 Project, PMO group) (08/2015–09/2017)

InvestCloud/Conifer Securities

IT Infrastructure Lead/Technical Business Analyst (05/2014–08/2015)

Con Edison (Bronx, NY)

Technical Business Analyst / Migration Specialist (07/2013–04/2014)

TD Bank (Mount Laurel, NJ)

Technical Business Analyst / Migration Specialist (11/2012–04/2013)

Scholastic, Inc. (New York)

Project Lead / Technical Support / Migration Specialist (08/2012–11/2012)

Union Bank, Klik Technologies (Valley Cottage, NY)

Technical Business Analyst / Migration Specialist (05/2012–07/2012)

Toshiba America (Mahwah, NJ)

Technical Analyst / Project Lead (06/2011–05/2012)

Verizon Wireless (Warren, NJ)

IT Analyst (11/2010–05/2011)

Scholastic, Inc. (New York City)

Application Support Specialist (09/2009–10/2010)

UBS Financial (New York City)

Support / Business Analyst (04/2004–07/2009)

Cadbury Adams Schweppes (New Jersey)

Desktop Support (Consultant) (03/2004–04/2004)

Seton Hall University (New Jersey)

Desktop Support (Consultant) (01/2004–03/2004)

Firmenich (Newark, NJ)

Project Lead/Support (Consultant) (10/2003–12/2003)

The Interpublic Group (New York, NY)

Support Supervisor (04/2002–10/2003)

McKinsey & Co. (New York, NY)

Lead Desktop Support (12/2000–04/2002)

Lehman Brothers (New York, NY)

Technical Support Representative (08/2000–12/2000)

MasterCard (Purchase, NY)

Technical Support (Consultant) (10/1997–08/2000)

Education

Hunter College (New York, NY)

Bachelor of Arts (B.A.), 2001

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