Experienced IT Support Lead Infrastructure, Systems Admin & Project

MARIO FICARELLA

*******@*****.*** 847-***-**** West Chicago, IL 60185

SUMMARY

Results-driven IT professional with extensive experience in infrastructure management, cloud technologies, and technical support. Adept at optimizing system performance, enhancing network security, and leading complex IT migrations. Passionate about integrating emerging technologies to improve business operations while providing exceptional support to users and stakeholders.

SKILLS

IT Infrastructure & Operations

Cloud & Server Management (Azure, Windows Server)

Network Administration (LAN, WAN, VLAN, Firewall Security)

Technical Troubleshooting & Support

System Migrations & Upgrades

ERP & Enterprise Application Support (D365, O365)

Backup & Disaster Recovery Planning

IT Security & Compliance

Technical Documentation & Training

EXPERIENCE

IT Operations Engineer

HEICO Warrenville, IL 03/2023 - 03/2025

Manage and maintain IT infrastructure, ensuring uptime and performance across cloud and on-prem environments.

Lead server and network migrations, transitioning legacy environments to Microsoft Azure to improve scalability and security.

Support industrial technology operations, including hands-on troubleshooting of factory IT systems and certified ladder lift operations.

Oversee major firewall and VLAN restructuring, standardizing security protocols and improving network efficiency.

Implement Microsoft Teams Voice, D365 printing, and document routing solutions to streamline business processes.

Maintain business continuity through strategic backup planning and virtualization management (VM hosts, storage, disaster recovery).

Provide on-site technical support, traveling to company locations to execute IT projects and infrastructure upgrades.

Technical Support Specialist

HEICO Warrenville, IL 03/2021 - 03/2023

Provided IT support for Windows, O365, ERP systems, and proprietary software, resolving user issues efficiently.

Managed IT ticketing and troubleshooting, ensuring high-priority issues were resolved promptly.

Conducted hardware and software installations, including configuring printers, networking hardware, and security patches.

Assisted in planning and deploying new infrastructure, working closely with IT teams to meet company needs.

Enforced IT security policies, managing user credentialing and access permissions.

Service & Quality Control Specialist

Stenograph LLC Downers Grove, IL 01/2017 - 03/2021

Created and implemented a mobile service technician program to enhance field support.

Diagnosed and repaired electronic, mechanical, and software issues in proprietary hardware.

Led training initiatives, developing documentation and process sheets to improve service quality.

Spearheaded the company’s first Service Department Quality Control system.

Managed shipping and receiving operations, streamlining logistics and service workflows.

Second Tier Support Representative

Stenograph LLC Elmhurst, IL 01/2013 - 01/2017

Provided advanced technical support for specialized software issues, ensuring quick resolutions.

Assisted in troubleshooting network connectivity issues for proprietary systems.

Resolved critical problems for clients, including broadcast captioning systems under live conditions.

Conducted peer training and process documentation to improve team efficiency.

Support Representative

COMCAST Elmhurst, IL 01/2012 - 01/2013

Provided technical support for customers via phone and email.

Assisted with network configurations, router setups, and software troubleshooting.

Established local area networks (LAN) for legal professionals needing secure text-sharing capabilities.

Computer Technician

FICARELLA REPAIR Lombard, IL 01/2010 - 01/2012

Performed general computer and printer repairs, including system rebuilds.

Diagnosed and resolved hardware failures using diagnostic tools.

Built custom computer systems based on client specifications.

Inbound Specialty Billing

CVS/Caremark IL 01/2008 - 01/2010

Managed inbound calls regarding insurance billing and account management.

Assisted customers with financial assistance applications for specialty prescriptions.

Conducted insurance audits to verify claims accuracy.

EDUCATION & CERTIFICATIONS

DeVry University Chicago, IL

Bachelor of Science in Network Communication Management

Certifications & Training:

Microsoft Certified: Azure Fundamentals

Aruba Networking Essentials

Ladder Lift Safety Certification

TECHNICAL PROFICIENCIES

Operating Systems: Windows Server (2003-2019), Windows 10/11, Linux, iOS, Android

Networking: WAN, LAN, Ethernet, TCP/IP, DNS, VLAN, Firewall Security

Software: Microsoft 365, Active Directory, Azure, Intune MDM, D365, ERP Systems

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