Customer Service Desktop Support
Resume:
ROBERT LOCASCIO
*** ********** ****** ******, ** • 973-***-**** • **********@*****.***
SUMMARY:
Experienced IT Specialist with expertise in Customer Service, Desktop Support, Network/System Administration, and Cyber Security. Works well independently or in a team environment. Excellent communication, management, and customer service skills.
CERTIFICATIONS:
Comptia A+ - August 2010, Microsoft Certified Technology Specialist (MCTS) - August 2010, Cisco CCENT - March 2016
TECHNICAL SKILLS:
Operating Systems: Windows 9X/NT/XP/7/8/10/11/2003/2008/2012/2016/2019/2021, Android OS 4+ IOS 5+
Remote Management: Solarwinds, Active Directory, Azure, Remote Desktop, PC Anywhere, VSphere, SCCM, Remote Assist, Desktop Authority, GoToAssist, VMware Vsphere, Citrix, Teamviewer, Ivanti, AirWatch, Mobicontrol, MobileIron
Networking: Routers/Switches/Hubs, VPN, LAN/WAN, TCP/IP, DNS, DHCP, SNMP
Ticketing Systems: Connectwise, Remedy, BMC, Cherwell, Service Desk, Track-It, ServiceNow, Insight
Others: Microsoft Office 365, Exchange, Lotus Notes/Domino, Thunderbird, Symantec Norton, McAfee Antivirus Suite, RAID, Remote access tokens, Micros Xstore, Norton Ghost, USMT Imaging, Activesync
PROFESSIONAL EXPERIENCE:
Transcore – Union, NJ August 2021 – Present
Transportation Solutions
Systems Analyst II
Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
Validate completion of backend processing jobs and keeping logs.
Identify trends, causes/effects, and recommend enhancements to meet or outperform Key Performance Indicators
Assess performance requirements associated with system and hardware processing.
Taking ownership of customer issues reported and tracking problems through to resolution.
Maintain an exceptional level of service and adhere to contractual customer performance requirement.
DSV Panalpina – Clark, NJ June 2015 – August 2021
Freight Forwarding, Logistics, Warehousing
Regional IT Site Manager
Ensure that IT SLAs are met by my team. Provide corrective measures when not.
Coordinate with management and customers for accurate provisioning of IT methods, equipment, and connectivity.
Manage all IT requirements for office setup, expansion, relocation and closure at multiple locations.
Administer mobile phones and mobile warehouse Android devices via MobiControl MDM.
Add and remove users, groups and troubleshoot domain issues in Active Directory.
Setup, breakdown and keep inventory of computer hardware, printers and other electronic devices.
Provide technical phone support for over 5,000 users throughout North and Central America.
Business Machine Technologies – Fairfield, NJ
Managed Services February 2015-June 2015
System Admin (Contract/Temp)
Supported and maintained system hardware, software and network configurations
Provided direct support of all I.T. System/Network components (Servers, Routers, Switches and Firewalls)
Reconciled vendor invoices with active inventories.
Administered operations of multiple systems.
Ensured all hardware and software was up-to-date with latest releases & service recommendations.
Ordered and installed hardware and software as needed.
Kate Spade & Company - Secaucus, NJ
Retail June 2014 - January 2015
Retail POS Specialist II (Contract/Temp)
Resolved trouble tickets for retail stores regarding Network Connectivity, PC workstations, POS hardware devices and software, Ipad/Ipod mobile POS via AirWatch, Network Printers escalated from the Help Desk.
Provided maintenance of all POS devices, Printers and print devices, workstations, and network devices.
Utilize VNC and VPN to remotely connect to offsite Workstations, POS devices and Network Printers.
Program, Troubleshoot and Update Firmware for POS devices for specific sites and ship devices either to the sites if repaired or to manufacturer if not repaired.
Diagnostica Stago – Parsippany, NJ
Medical
Junior MDM Administrator (Contract/Temp) March 2014 – June 2014
•Program and deploy Iphones with Mobileiron, Apps@work and specific corporate profiles.
•Add and remove users, groups and troubleshoot domain issues in Active Directory.
•Setup, breakdown and keep inventory of computer hardware, printers and other electronic devices.
•Provide technical phone support for about 1000 users in the US and France as part of a team of 4.
Lazard Freres - New York, NY
Finance May 2013 – March 2014
Help Desk Consultant (Contract/Temp)
Provided technical support to over 3000 employees in 41 offices on a Windows domain by phone using Remote Assist, Desktop Authority, and GoToAssist.
Responsible for troubleshooting software, hardware and networking related issues over the phone in a high call volume environment in a courteous and professional manor.
Add and remove users, groups and troubleshoot domain issues in Active Directory.
Assist users connect to their office desktop remotely using Remote Desktop, GoToMyPC and VPN software Aventail and Cisco Anyconnect.
Input, update, comment and resolve tickets in Service Desk from phone and emails.
Program and assign RSA SecurID tokens for remote access.
Troubleshoot connection and issues with Virtual Machines using VSphere and View Client
Install software remotely via SCCM
Assist in training new Help Desk trainees and evaluate progress to my supervisor.
MS Electronics, Branchburg, NJ
Security February 2011 – May 2013
Help Desk/Security Analyst
Provide technical support to 2000+ clients, employees and sub-contractors on a Windows domain by phone and remote access via Remote Desktop.
Troubleshoot issues on POS systems, PCs, IP cameras and card access devices.
Add and remove users from Active Directory, Millennium, Genetec and Compass systems
Use Track-It to track, document and resolve tickets. Process an average of 20-40 tickets a day.
Create daily logs of all phone calls and technical changes made.
Resolve email conflicts in Outlook and Thunderbird
Responsible for identifying, troubleshooting and resolving hardware and software issues.
EDUCATION:
Bachelors of Arts Communications
William Paterson University January 2007
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