Alex Forgione
East Chester,Canada
Summary
Experienced with diagnosing and troubleshooting hardware and software issues. Utilizes technical expertise to resolve complex technical problems and improve system performance. Track record of strong problem-solving skills and effective communication in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Helpdesk Senior Analyst
NTT DATA Services
Chester, NS
04.2020 - Current
- Onboarded into the role to assist patients, nurses, hospital technicians, and providers at four hospitals with remote desktop and software application support which includes the following:
- Ticketing supporting teams and seniors through ServiceNow (ITIL)
- Supporting the Epic environment which is powered by Hyperspace 02/2022
- Assisting with the troubleshooting and support of devices such as computers and computer peripherals, printers, and mobile devices
- Aiding with Active Directory unlocks and password resets for staff after following authentication of their identities
- Self-Service ticketing and e-mail support in between calls through ServiceNow (ITIL)
- Collaborating with a team to find solution to issues and handle unexpected outages of clinical and technical software/systems
- Handled issues related to Microsoft Outlook 365 suite (Word, Excel, Outlook, etc.)
- Performed in capacity as a Team lead to assist other agents in their questions through Microsoft Teams
Junior Systems Administrator
Torusoft
Halifax, NS
07.2019 - 09.2019
- A work placement where I administer systems through a configuration management system called Ansible that uses a syntax like Python:
- Configured Linux distributions through an Ansible playbook
- Configured Apache2, MySQL, and PHP on Ubuntu 16.04
- Created virtual machines using Ansible on a Virtual Environment called Promox, an open source program that uses a web interface
- Installed, configured, and troubleshooted issues with a PowerDNS server
Junior Internal Systems Services
Millennium 1 Solutions
Bridgewater, NS
04.2019 - 05.2019
- A work placement where I supported desktops for end users at a Call Center that provides financial services to clients:
- End user desktop support
- Computer repair
- Remote end user desktop support
- All services done through a ticket system
Inbound Customer Service Representative
Rogers
Chester, NS
10.2013 - 07.2015
- Recruited to provide customer service to customers with mobile devices in a telecommunications company:
- Provide information and explanations on bill
- Payment processing and arrangements
- Cellular telephone number changes
- Price plan analysis and changes to suit customer’s needs
- Promotions that would be available to our customers
- Warranty inquiries and troubleshooting with cellular phones
Inbound Customer Service Technician
Teletech (Logitech)
Halifax, NS
11.2010 - 04.2012
- Hired to assist customers with problems with Universal Remotes and Android OS connected to Televisions:
- Provided product information
- Assisted with setup of products
- Troubleshoot issues with products
- Warranty defective products
- Assisted with problems related to the client software
- Consistently met the customer survey goals for the company
Gardener/Landscaper
Shoreham Village
Chester, NS
06.2009 - 08.2009
- As part of a work experience program, was hired on to work at an old folk’s home to do general gardening:
- Mowed the lawn
- General garden maintenance
- Dug out plantation and maintained garden equipment
Computer Service Technician
KD Micro
Bridgewater, NS
01.2007
- A government ran work experience program had me hired to assist in a computer store:
- Assembled computer components
- Updated and installed operating systems
- Installed Adobe programs
- Installed Nero burning programs
- Installed iTunes tested sound, installed peripheral equipment such as scanners and printers
Education
Information Technology – Systems concentration
Nova Scotia Community College
Halifax, NS07-2018
Information Technology - Systems
Nova Scotia Community College
Halifax, NSHigh school diploma - undefined
Forest Heights Community School
Chester Grant, NSSkills
- Hardware Maintenance
- Network Maintenance
- System Analysis
- Database Management
- Installation and Configuration
- Customer Service
- Troubleshooting/Repairs
- Software Testing
- Programming
- Systems Security
- Computer assembly
- Help desk experience
- Wireless networking
- Mobile device support
- Network administration
- Advanced troubleshooting
- Remote support
Current Technical Proficiencies
- Network Products: Routers, Switches, Hub, and other Network Administration concepts
- Operating Systems: Windows 7, Windows 10, Linux(Unix) and Network Operating Systems
- Hardware: Scanners, Printers, and Intro to Hardware concepts
- Networking: Local Area Network concepts, Intro to Network Administration & Management (Infrastructure)
- Network Protocols: IIS, TCP/IP, DNS, DHCP, and other Local Area Network concepts
- Programming languages: CSS 3, PowerShell, HTML 5, and Intro to Programming using Python 3.5
- Internet: Internet Explorer, and Outlook Express
- Propriety Applications: McAfee, Norton Anti-Virus Applications and other anti-virus Software
- Office Applications: MS Word, Excel, Access, Power Point, MS SQL server, Oracle and Intro to Database Management Systems
- Virtualization: VSphere, ESXi, VCenter, Hyper-V and other Server Virtualization concepts
- Security: Knowledge of: Social Engineering, Risk management, Malicious software, Preventative methods, and software to detect vulnerabilities
Languages
English
Native or Bilingual
Timeline
Helpdesk Senior Analyst
NTT DATA Services
04.2020 - Current
Junior Systems Administrator
Torusoft
07.2019 - 09.2019
Junior Internal Systems Services
Millennium 1 Solutions
04.2019 - 05.2019
Inbound Customer Service Representative
Rogers
10.2013 - 07.2015
Inbound Customer Service Technician
Teletech (Logitech)
11.2010 - 04.2012
Gardener/Landscaper
Shoreham Village
06.2009 - 08.2009
Computer Service Technician
KD Micro
01.2007
Information Technology - Systems
Nova Scotia Community College
High school diploma - undefined
Forest Heights Community School
Information Technology – Systems concentration
Nova Scotia Community College