Team Member It Support

John J. Dineen

*** ******** *****, **** ****, Pennsylvania 19422 609-***-**** **************@*****.***

Objective

To excel and contribute to IT/Networking and Cybersecurity growth. My expertise is vital for achieving the company's objectives as a key team member. With a passion for problem-solving and natural curiosity, I would thrive in a company that shares a commitment to growth and support. Delivering “White Glove” service to Senior Executives and fellow team members is taken into account with pride and service excellence.

Education

Associates Degree January 2015 ITT Tech

Major: Specialized Technology Degree

Minor: Computer Network Systems

Military Experience: U.S. Marine Corps (1982 - 1988)

Honorably discharged (MOS 5543)

Proudly served

Skills & Abilities

Microsoft OS (Win 7, 8, 10, and 11)

Command line proficiency

Linux (Fedora Red Hat, Ubuntu, various distros)

VMware Workstation 14 Pro

Microsoft Office 365, W365

Packet Tracer and GNS3 v 7.2.1

SharePoint

ServiceNow Ticketing System

Certifications

CompTIA Cloud Essentials

CompTIA PROJECT+

CompTIA A+ (2022) *expired

Network+ (2022) *expired

Security+ (2022) *expired

Work Experience

C3i Solutions / HCL Technologies IT Support Technician

March 2020 – December 2024

Delivered customer-facing end-user support, including installation and configuration of desktops, laptops, mobile devices, and associated peripherals and software.

Provided onsite technical assistance to end users across multiple environments, ensuring “White Glove” service to executives and internal stakeholders.

Performed break/fix support, desk side assistance, IMACDs, hardware refreshes, software installations, and data migrations in both proactive and reactive scenarios.

Conducted onsite updates and configuration changes as needed to maintain system performance and end-user satisfaction.

Identified and mitigated potential issues that could adversely impact the end-user experience, taking initiative to implement preventative measures.

Managed the ServiceNow ticket queue, ensuring timely resolution and closure of tickets in line with defined SLAs. Maintained consistent communication with end users regarding ticket status and updates.

Coordinated with hardware vendors for warranty repairs and replacement, streamlining the resolution process for hardware failures.

Executed security and compliance-related tasks such as user access reviews, risk assessments, controls verifications, and documentation of verification logs.

Collaborated with Level 3 support teams and project stakeholders to enhance service delivery, perform system maintenance, and support infrastructure upgrades.

Provided technical support for on-site and off-site events, including venue setup, coordination with IT/AV teams, and on-the-spot troubleshooting of connectivity, audio/visual systems, and Microsoft Teams meetings to ensure seamless hybrid collaboration experiences.

Led and supported large-scale IT initiatives, including the Merck-Organon spin-off and key M&A transitions, applying a strong mix of strategic and hands-on technical leadership.

Demonstrated consistent reliability, technical knowledge, and proactive communication in a high-paced, client-facing IT service environment.

Traveling Technician TEKsystems, Inc.

March 2019 – August 2019

Field Service for Tower Health Medical Facilities

Deployment/Configuring Services: migrations, routing and switching, network operations

Switching over to Windows 10 and EPIC control software

Tech Specialist TEKsystems, Inc.

January 2019 – February 2019

Installation of Hardware – Asset Management

Migration and Imaging

Quality Assurance of hardware/software assets

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