Customer Service Technical Support

JOHN P. BIBISI

Windsor, CT 860-***-**** ***********@*****.***

Information Technology Technician

Technical and operational IT expertise with strong customer service capabilities. Technical and operational IT expertise with a proven ability to support and optimize complex IT infrastructures. Skilled in trouble- shooting, networking, and enhancing systems to ensure seamless operations. Adept at delivering exceptional customer service and mentoring team members for continuous improvement. CORE PROFICIENCIES

Technical Support: Hands-on and remote troubleshooting for hardware, software, and networking issues. IT Tools & Systems: SCCM, Active Directory, ServiceNow, Cisco AnyConnect, LANDesk, Citrix Director. Hardware & Software: Windows, macOS, iPads, Chromebooks, Android, and Apple devices. Customer Service: Strong communication and ability to provide clear solutions to users at all levels. Training & Onboarding: End-user training, technical documentation, and onboarding of new employees. Process Optimization: Streamlining workflows for improved efficiency and user satisfaction. PROFESSIONAL EXPERIENCE

Bell Techlogix, Berlin, CT January 2023 – November 2024 Depot Operations Manager – Eversource Energy (Contract), July 2024 – November 2024 Deskside Support Engineer, January 2023 – July 2024

• Provided advanced Tier 3 technical support for hardware and software systems, including laptops, desktops, printers, and mobile devices, ensuring operational efficiency and user satisfaction.

• Performed installation, maintenance, and troubleshooting of computer hardware and peripherals across diverse client en- vironments.

• Leveraged SCCM and Active Directory for hardware imaging, deployment, and user account management.

• Managed incident resolution and request handling via ServiceNow, adhering to service level agreements and maintaining data integrity.

• Coordinated with cross-functional teams and external vendors to resolve complex technical issues and optimize system performance.

• Delivered end-user training and technical support for handheld and mobile devices, maintaining up-to-date knowledge of client hardware platforms and software ecosystems.

• Maintained and updated ITSM tools with detailed ticket information, ensuring compliance with warranty requirements and organizational standards.

• Supported executive and end-user operations by addressing technical questions, escalating unresolved issues, and fostering a culture of customer satisfaction.

• Trained team members on advanced troubleshooting techniques and operational protocols. Key Achievements:

• Designed and implemented a depot system to streamline inventory tracking and improve hardware management efficiency.

• Collaborated with technical teams to enhance laptop build and deployment processes, achieving faster turnaround times. JOHN P. BIBISI Page 2

Plainville Community Schools, Plainville, CT June 2022 – January 2023 Computer Technician

• Built, configured, and deployed MacBooks, iMacs, iPads, Chromebooks, and Windows devices.

• Supported district-wide technology and trained educators on interactive learning tools. Key Achievements:

• Enhanced staff development through classroom technology evaluation and training. Great American Insurance Group, Windsor, CT March 2020 – October 2020 Desktop Technician I

• Delivered software and hardware troubleshooting via phone, virtual meetings, and in-person support.

• Managed loaner pool operations and provided executive and on-call support.

• Conducted software imaging and deployment using SCCM and Active Directory. Key Achievements:

• Provided end-to-end support for a wide range of devices and platforms, enhancing user satisfaction. Somers Public Schools System, Somers, CT July 2018 – March 2020 Technology Support Specialist

• Oversaw district audio-visual equipment and managed digital content system (DEVOS).

• Streamlined device deployment processes for improved efficiency.

• Configured and deployed a range of devices, including MacBooks and Chromebooks. Mass Mutual, Springfield, MA December 2017 – July 2018 Contractor Level 2 Analyst

• Supported Windows 10 migration for over 7,000 users through deskside and remote assistance.

• Deployed HP laptops/desktops and managed Active Directory accounts. Additional Experience:

Technical Solutions Analyst Springfield College, Springfield, MA

Specialist, Client Technology The Hartford, Hartford, CT

Coordinator/Data Tech Support Verizon Wireless – Wallingford, CT

Computer Support Specialist CCARC, Inc. – New Britain, CT

Contractor Desktop Support Mass Mutual Financial Group – Springfield, MA EDUCATION & CREDENTIALS

Computer Network Technology Program Certificate

Branford Hall Career Institute – Windsor, CT

Dell Certified Technician Expires 12.31.25

Strengthening Your People Skills in the Workplace Certificate Rockhurst University Continuing Education Center – Online

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