Customer Service Information Technology

Joseph F. Norato

Parrish, FL ***** 973-***-**** *********@*****.*** LinkedIn: https://www.linkedin.com/in/josephnorato

IT System Administrator O365 & Azure Administrator IT Support Specialist

IT professional with 25+ years of experience in system administration, cloud services, and technical support across Fortune 500 companies, FDA, and enterprise environments. Proven expertise in O365 administration, CrowdStrikeWindows Server, Active Directory, VMware, and cybersecurity best practices. Strong track record of improving system reliability, automating tasks, and ensuring secure IT operations. Recognized for delivering exceptional end-user support and driving IT service excellence.

Key Highlights:

• Administer and secure Microsoft 365 (Exchange, Teams, SharePoint, OneDrive, Intune, Azure AD).

• Configure, troubleshoot, and optimize Windows Server, VMware, DNS, DHCP, and Group Policy.

• Worked with KPMG PENTEST, Implemented MS MFA, CrowStrike suite. SOSAFE Exchange, Arctic Wolf & the accompanying user training modules.

• Manage network security (Cisco, Fortinet firewalls, VPNs, MFA, endpoint protection).

• Identify, remediate, and patch OS vulnerabilities to strengthen system security posture.

• Provide Tier 2/3 desktop, network, and cloud support with excellent customer service.

• Strong documentation, knowledge base creation, and IT onboarding/offboarding expertise.

Core Technical Skills

Cloud & Systems: Microsoft 365, Azure AD, Exchange, Intune, SCCM, VMware vSphere, Windows Server 2008–2019

Networking: TCP/IP, DNS, DHCP, LAN/WAN, VPN, Cisco CLI, Fortinet, Wireless Networks

Security: MFA, Endpoint Protection (Symantec, McAfee, Norton), CyberArk, Backup/Recovery (Veritas)

Tools: NinjaOne, Asset Panda, Powershell, Cisco Unified Call Manager, ServiceNow, Remedy, HP Peregrine, Webex, Zoom, Teams

Hardware: Dell, HP, IBM servers/workstations, Lenovo devices, Network Printers, Cisco/Fortinet appliances

Professional Experience

Sihl Inc. – IT Infrastructure Administrator

Apr 2023 - Tampa, FL

• Administer Windows servers, O365 services (Exchange, Teams, SharePoint, OneDrive, Azure AD), and Active Directory.

• Configure and maintain Cisco and Fortinet firewalls, switches, routers, and wireless access points.

• Manage virtualization platforms (VMware vSphere, VMware Horizon) for server and desktop environments.

• Implement and enforce security policies, MFA, and data backup procedures to protect IT assets.

• Provide Tier 2/3 technical support for desktops, networks, and cloud-based systems.

• Develop IT documentation (infrastructure diagrams, SOPs, support guides).

B&G Foods – IT Support Specialist

Jun 2018 – Dec 2022 Parsippany, NJ

• Administered Office 365, SCCM, Active Directory, and Exchange Management Console.

• Provided desktop/server support: patch management, software upgrades, system builds.

• Used CyberArk and other tools for secure account and password management.

• Supported remote and on-site users with LAN/WAN, VPN, and wireless troubleshooting.

• Managed Cisco Unified Call Manager for phones, voicemail, Jabber, Webex.

• Created IT knowledge base articles, onboarding documentation, and end-user training.

• Coordinated IT onboarding/offboarding and maintained accurate asset tracking.

Canfield Scientific – Product Tech Support / Helpdesk

Jul 2017 – Jun 2018 Parsippany, NJ

• Delivered Tier 1/2 technical support for imaging hardware/software platforms.

• Diagnosed and resolved software, hardware, and networking issues for customers.

• Escalated advanced issues to development teams while maintaining communication with clients.

• Authored troubleshooting procedures and guided users through problem resolution.

Morris School District – Network Manager

Oct 2016 – Jan 2017 Morristown, NJ

• Managed IT infrastructure across schools (computers, projectors, VOIP, printers, WAPs).

• Provided Active Directory administration, Symantec Endpoint management, and data security.

• Installed/maintained Cat6 cabling and wireless networks across district facilities.

Additional Experience (Condensed)

• FDA – Technical Engineer (Consultant) 2007–2016

• M&M Mars – Technical Engineer (Consultant) 2006–2007

• Cadbury Schweppes – Sr. Technical Engineer (Consultant) 2004–2006

• Pearson Education – Sr. Customer Engineer (Consultant) 2000–2004

Certifications

• Microsoft Certified Systems Engineer (MCSE & MCP+I)

• CompTIA A+ Microsoft Office Specialist (MOS)

• Dell, HP, IBM Certified Technician

• Fortinet Online Certification (2023)

• New Horizons – Office 365 Administration, Windows Server 2016

• Skillsoft – SCCM 2012 R2, VMware Cloud Services, Enterprise App Deployment

Education

Rochester Institute of Technology – B.S., Hotel Resort Management, 1989

Bloomfield College – Microsoft MCSE / MCP+I Training, 1999 (196-hour program)

County College of Morris – Cisco Routing I

Contact this candidate