Southern New Hampshire University

IT Specialist at Boston Consulting Group (BCG)

Protect Your Digital Life - Concierge Cybersecurity & Privacy Protection Platform for C-Suite Executives and High-Net-Worth/High-Profile Individuals.

BLACKCLOAK

• Provided information, education, and insight into cybersecurity happenings within the company as a Cybersecurity Ambassador for the Philadelphia and Washington D.C. offices. 

• Was part of the Information Security Risk Management Team (ISRM) and was a coordinator for North America. This involved assisting in evaluating proposed risk measures, identifying as well as assessing systematic IT risk findings, and developing appropriate risk response options. 

• Provided a high level of customer service by supporting staff in a fast-paced environment. Support included but was not limited to laptops, desktops, smartphones, desk phones, printers, and systems dedicated to meeting rooms.

• Managed local technology to increase reliability, security, interoperability, the effectiveness of customer work while reducing costs, both in the office and at the client site.

• Worked with Project Leaders to provide technical (hardware, software, connectivity) solutions at the client site according to established standards.

• Assisted in preparing and deploying laptops for staff, including configuration and imaging of laptops. Supporting a variety of operating systems and applications.

• Assisted in an implementation project for Information Technology Asset Management (ITAM) within ServiceNow and was an administrator for the North American region.

• Provided on-site technical support at special events, e.g., executive speeches, press conferences, etc.

• Documented and updated technology-related instructions/procedures/knowledge articles as required.

• Oversaw and troubleshooted video conference and telecommunications systems in coordination with regional technical resources.

• Maintained problem call history by recording all support requests in ServiceNow help desk tracking database; analyzed call data to proactively identify improvement opportunities.

Boston Consulting Group (BCG)

IT Specialist

• Provided Level I & II support for staff on Microsoft Windows, Office, and other software as well as supported desktop, laptop, and mobile devices.

• Participated in Help Desk operations to provide prompt and thorough support to staff also maintained accurate as well as timely updates to Help Desk cases.

• Conducted Active Directory administration tasks such as resetting passwords, unlocking accounts, and adding/removing group memberships.

• Performed light hardware maintenance on workstations, laptops, and other equipment including diagnosis, recommendation, repair, upgrade, and replacement as necessary.

• Kept current on IT developments, recommending upgrades in hardware/software systems as appropriate.

• Monitored and ensured installation of operating system updates and assigned software applications. Created and maintained detailed documentation of the IT systems and deployments.

• Helped with various IT projects and initiatives such as Skype for Business and Windows 10 implementation.

Offit Kurman, P.A.

IT Support Specialist

• Provided level I and II helpdesk support to a user base of 1,300+ users.

• Diagnosed, troubleshooted and resolved a range of software, hardware and connectivity issues.

• Prepared and deployed hardware including but not limited to desktops, laptops, iPhones, and various tablets. 

• Experience using Active Directory, Spiceworks, Cisco Meraki, System Center Configuration Manager, Service Now, and Microsoft 365 Suite.

Pennoni

Helpdesk Technician

As an Apple At Home Advisor I supported all aspects of Apple's product line. I provided world class customer service, troubleshooting, and technical support.

• Provided remote support for enterprise and education customers involving troubleshooting issues over the phone, email, or online chat. 

• Maintained detailed case notes for customers I have helped and performed follow up calls to ensure issues were resolved. 

• Participated in projects that involved revising procedure as well as editing and maintaining support documents. 

• Prepared and led team meetings discussing arising issues, best practices, and general feedback.

Apple

AppleCare At Home Advisor

• Diagnosed and repaired software/hardware issues customers had on an appointment basis.

• Mentored employees and helped with their growth. This included planning their job path, the training they needed to complete, and providing constructive feedback. 

• Helped with new hire onboarding by developing a training curriculum and teaching new employees.

• Performed individual training to members of Apple’s One to One service. This involved helping customers understand how to use various Apple applications (Pages, Numbers, Logic X, etc.) as well as basic/advanced operation of their Mac computers and mobile devices.

• Coordinated technical teams to ensure appointments were taken in a timely fashion as well as assured all customers were being assisted.

Technical Specialist

• Managed a team of 5 who would visit retail chains to promote new products. I trained, mentored and created their schedules. 

• Planned presentations and meetings which were conducted through WebEx or in person. 

• Visited retail chains/stores to inform associates in that location about how to better sell specific products and services.

• Relayed marketing information as well as sales trends to managers and executives.

• Provided insight and ideas on how to further grow the customer base.

BDS Marketing, LLC.

Field Service Representative - Cisco/Linksys

• Tested optics used in biomedical and defense military applications. 

• Maintained work area and machinery involved in testing optics. 

• Assembled and disassembled laser housings, telocentric lenses, fiber optic bundles, etc. 

• Worked with a team to meet deadlines and expectations of companies contracting specific optical parts.

• Kept detailed records of actions performed while testing and assembling products.

Edmund Optics

Quality Assurance Inspector

• Assisted in transactions pertaining to the purchase of a new computer as well as repairs.  

• Installed software, memory, hard drives, and multiple external devices on computers brought in by customers. 

• Performed diagnostics on computers that needed repair (Mac, Windows, or Linux) using assigned tools supplied by Geek Squad. 

• Performed repairs on customer units in a timely fashion ensuring the unit was returned to the customer on the designated date.

Christoneil Gallardo