Tier 2 Lead Technical Support & Field Technician

GIULIO CELENTANO

CORE COMPETENCIES

EXPERIENCE

Tier 2 Lead Technical Support/Field Technician

Assa Abloy

January 2021 – December 2025

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• Diagnosed and resolved hardware and software issues affecting computers, printers, routers, and mobile devices using Active Directory, Cisco device management, and remote support tools.

• Maintained comprehensive and organized documentation of all customer communications and resolutions on the ticketing platform ServiceNow supporting efficient case follow-up and knowledge sharing.

• Built targeted knowledge articles capturing step-by step remediation procedures for recurring support queries, leveraging screen recording software and editing tools.

• Coordinated with engineering teams to streamline the resolution process of high-impact system outages, significantly reducing downtime and enhancing user satisfaction.

• Collaborated with Tier 1 support and engineering teams using ITIL principles to streamline escalations and efficiently resolve complex system issues through platforms including Microsoft Azure and Exchange Admin Center.

• Executed P2V/V2V migrations and workstation provisioning for over 500+ end-users.

• Automated user onboarding/off-boarding processes using PowerShell, Azure AD and Microsoft Intune which reduced manual setup time by 60%.

• Managed and enrolled hundreds of Windows, iOS, and Android devices using MEM console.

• Windows 10 and 11

• Windows Server 2012/2016/2019/2022

• Microsoft/Office Suite 365

• Active Directory

• iOS/Android

• Break-fix

• Remote support

• Service Now

• Microsoft Intune

• Microsoft Deployment Toolkit

• Cisco Router/Switch deployment

• VMware

• VDI

• Jira

• Exchange Admin Center

• Windows Imaging deployment

• SQL

• API/Rest API

• JSON

• JavaScript/HTML/CSS

• VLAN, DHCP DNS, TC/IP

• Desktop support hardware/software

• Firewall configuration

• Acronis Disaster Recovery

• Cisco Webex/Microsoft teams

• Microsoft Sharepoint

• Manufacturing/plant onsite support experience

• Developed, tested, and maintained customized Windows 10/11 images using SmartDeploy and MDT.

• Troubleshooted operating system deployment issues during PXE booting and imaging processes.

• Managed Tier 2 help desk desk consisting of 10 Tier 2 Support Engineers.

• Assisted and lead field support projections installing and configuring clients networks (DHCP, DNS, TCP/IP and VLANs) along with network encoders, zebra scanners, printers/scanners, network switches, android handheld service terminals and access control products, i.e motion sensor automated door with with exterior remote control access, lock configuration with RFID access, installation of locks and key kiosks for clients (hotels, military bases, manufacturing plants)

Information Technology Specialist

Sprint

June 2017 - September 2020

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• Resolved Tier 2 incidents affecting end users by diagnosing PCs, hardware, software, and networking concerns utilizing ConnectWise, IT Glue, and Unify platforms.

• Facilitated user onboarding by conducting in-person and remote training sessions on software and hardware setup using Microsoft Windows and Office 365 tools.

• Enabled technical staff to quickly reference solutions to repeat technical challenges by designing a systematic documentation process in IT Glue.

• Developed, tested, and maintained customized Windows 10/11 images using MDT

• Upgraded 150+ servers from Windows Server 2012 to 2019, reducing security vulnerabilities.

• Monitored support ticket queues using ConnectWise and efficiently routed complex technical issues to specialized teams, applying ITIL best practices and following SLAs.

• Supported IT projects through deployment and automation tasks using ConnectWise and Immybot, enhancing system efficiency and reducing manual workload.

• Delivered hands-on demonstrations of diagnostic tools and company protocols, guiding new team members through real-world scenarios with IT Glue and ticketing systems. Help Desk Support Specialist

Teleperformance

December 2014 – April 2017

• Executed hardware and software installation, updates, and maintenance tasks to support optimal client technology performance using Windows 10 & 11 and Microsoft Office 365 tools.

• Automated patch management using PowerShell, reducing manual effort by 15 hours weekly

• Tested all pre-installed applications and security configurations on delivered devices to ensure compliance with client standards, utilizing Microsoft Intune and remote management utilities.

• Leveraged Datto and IT Glue platforms to assist in backup management, asset tracking, and knowledge base maintenance for improved operational visibility.

• Utilized de-escalation methods and positive communication skills to resolve customer concerns while maintaining a professional and calm service approach.

• Tracked and logged data communication activities, technical issues, and resolutions within the ticketing system to maintain accurate support records utilizing IT Glue and Connectwise. EDUCATION

PIPER HIGH SCHOOL, SUNRISE, FLORIDA, GRADUATED 2005

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