Objective
A highly skilled IT professional with extensive experience in technical support, system integration, and automation scripting. Seeking a role where I can leverage my expertise in troubleshooting, software deployment, and customer training to enhance operational efficiency and drive innovation within a dynamic team environment.
Education
IKON Education Services (2001–2002) — CompTIA A+, Network+
Onondaga Community College (1996–1997) — Computer Science Major
Experience
Senior Technical Lead / Technical Support Analyst
HCL Incorporated (formerly with Quest Diagnostics) | Dec 2012 – Present
- Assist customers with onsite troubleshooting via BeyondTrust and MS Teams using ServiceNow
- BeyondTrust Remote Support Administrator for Quest Diagnostics
- Led Windows 10 system integration and Citrix Workspace deployments using MDT
- Developed scripts in AutoHotkey, AutoIT, and PowerShell for imaging and support automation
- Maintained vendor and internal team communication to ensure support continuity
Client Systems Implementation Technician
Quest Diagnostics | Sept 2005 – Dec 2012
- Trained external clients on Care360 and Quanum for Windows and macOS
- Trained internal staff on Microsoft Office, Care360, Quanum, and Windows usage
- Performed local IT support, including printer replacements and system upgrades
Certifications
- CompTIA A+
- CompTIA Network+
- JAMF 100 Certified Associate
- iGel Certified Professional
Volunteer Experience
Cicero Volunteer Fire Department (2019 – Present)
- Lieutenant, Interior Firefighter
- NYS Emergency Medical Technician
- Executive Board – Assistant Secretary