Salvatore Moncada
Vaughan,ON
Summary
A well-organized and driven I.T professional with expertise in the delivery of end-user support for complex and unique hardware and software technologies such as troubleshooting and setting up laptops, desktops, and Software. A consultative specialist who possesses analytical skills, providing solution-oriented advice remotely, in person and via telephone. Excels at customer service, strategic thinking and problem solving. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Mattamy Asset Management
01.2021 - Current
- Providing augmented user support of 50 total tickets per day, remotely addressing client inquires such as network internet connecting, printer support, Windows 10 and Office 365 issues, and active directory account issues via telephone, Remote Access users’ computers, LogMeIn for any type of issues
- Demonstrated technical knowledge in using the Track IT Ticketing system for the resolution of ticket calls and escalation process to efficiently resolve client incident problems, provide recommendations and direct for further support as required
- Comprehensive expertise with Office 365 Exchange admin azure outlook, Windows 10 and MS Teams by supporting clients with issues and to deliver resolutions
- Ability to gather, analyze and manipulate information in order to generate in-depth and accurate documentation, end user guides, and trouble ticket descriptions and maintain accurate records
- Successfully resolves technical issues for mobile phones, Androids, iPhones and iPads, by troubleshooting resolving setup services to ensure client device is fully functional
- Experienced in diagnosing and configuring Konica network printers, network storage drives access, Net Extender VPN connecting and configuring application
- Assists in delivery of services as it relates to installation, configuration and troubleshooting of computer systems such as Dell laptops and desktops, printers and network connectivity issues
- Managing Active Directory Server 2016, including resetting user passwords and creating accounts and providing efficient service to resolve transactional tickets in a timely manner
- Efficiently identifying, analyzing, and resolving any LAN, TCP, and internet issues to ensure minimum downtime and troubleshooting Sonic Wall firewall issues
- Carrying out the design and implementation of training for end users on client applications such as outlook email and printing by coaching and providing direction
- Overseeing Microsoft Admin Center, by providing users request, adding users share boxes, email distribution.
End User Support Analyst
The Salvation Army Eastern Territory
Toronto, ON
01.2013 - 01.2021
- Providing augmented user support of 100 tickets per day, remotely addressing client inquires such as network internet connecting, printer support, Windows 10 and Office 365 issues, and active directory account issues via telephone and end user desk support
- Demonstrated technical knowledge in using the Service Now Ticketing system for the resolution of ticket calls and escalation process to efficiently resolve client incident problems, provide recommendations and direct for further support as required
- Comprehensive expertise with Office 365 Exchange admin azure outlook, Windows 10 and MS Teams by supporting clients with issues and to deliver resolutions
- Ability to gather, analyze and manipulate information in order to generate in-depth and accurate documentation, end user guides, and trouble ticket descriptions and maintain accurate records
- Successfully assist clients in resolving technical issues for mobile phones, Androids, iPhones and iPads, by troubleshooting resolving setup services to ensure client device is fully functional
- Experienced in diagnosing and configuring Canon and HP network printers, network storage drives access, Cisco VPN connecting and configuring application, Citrix support
- Assists in delivery of services as it relates to installation, configuration and troubleshooting of computer systems such as laptops and desktops, printers and network connectivity issues
- Managing Active Directory Server 2016, including resetting user passwords and creating accounts and providing efficient service to resolve transactional tickets in a timely manner
- Efficiently identifying, analyzing and resolving any LAN, TCP, and internet issues to ensure minimum downtime
- Carrying out the design and implementation of training for end users on client applications such as outlook email and printing by coaching and providing direction
- Overseeing Cisco VoIP configuring user desk phones, network routers.
Contractual Consultant, I.T Support
The Centre for Dreams
Markham, ON
01.2008 - 01.2013
- Demonstrated customer service and communication skills applied in dealing with telephone and face to face queries from users regarding trouble shooting issues, resulting in reliable assistance and resolution
- Provided actionable resolutions for software issues with Office, Windows, and other applications
- Experienced in maintaining, operating and servicing HP and Xerox network printers to ensure maximum quality performance
- Delivered a variety of troubleshooting solutions for Blackberry phones, iPhones, and iPads in a timely and efficient manner
- Performed diagnosis and complex configuration of hardware for devices including desktop and laptop computers using my problem solving and analytical skills.
MS Office Analyst
Compugen Inc.
Thornhill, ON
01.2008 - 01.2008
- Effectively communicated and provided reliable and fast support to customer inquiries for call centre users using BMC Remedy and Emerge-Ticket
- Demonstrated clear and courteous customer service and interpersonal skills by being attentive, responsive and promoting a positive environment while offering extensive software support
- Collaborated with team members and developed creative solutions in team meetings to streamline business functions, provided recommendations and fostered positive relationships
- Continuously provided highest quality support and resolutions, earning consistent positive recognition from management.
I.T. Senior Support Specialist
Unisys Technical Services
Markham, ON
01.2007 - 01.2008
- Offered outstanding customer service and effective support to users via telephone, email, and in person to resolve arising IT issues such as laptops and desktop hardware issues and issues pertaining to email functionality
- Performed maintenance on service laptops, workstations, user backups and images
- Oversaw VoIP IP systems to facilitate business needs and efficiency and diagnosed, repaired, and configured all hardware, software, wireless systems
- Supported smartphone users with the setup, configuration, and diagnoses
- Delivered augmented assistance with Microsoft Office, Windows, and Cisco VPN programs on issues relating to Cisco phones network outages and Windows 7 update issues.
I.T. Operations Senior Help Desk Engineer
St Microelectronics
Markham, ON
01.2004 - 01.2007
- Provided first and second level support to effectively and efficiently meet company requirements relating to troubleshooting internet connectivity, network printers and VPN setups
- Completed troubleshooting tasks and resolved issues both remotely and in person as required
- Monitored Symantec Endpoint Protection Manager and Antivirus, and Spyware programs
- Performed maintenance and service for all hardware including IBM, Dell, and HP products and administered Norton Ghost Back-up and data recovery
- Managed Active Directory 2003, creating user email accounts and other functions
- Consistently applied extensive expertise with resolving complex issues relating to Office, Windows, VoIP, Citrix, and VPN applications
- Oversaw networking operations, including WAN/LAN, TCP, and Videoconferencing.
Education
Certificate of Technical Studies - Helpdesk Support Anayat
CDI College
Toronto, ON04-2004
Skills
- MS Office Suite 2010
- HP / Canon Printers
- Konica Printers
- Cisco VoIP Phones
- Hardware images
- IPhone, Andriod /IPADS
- Bomgar
- Windows OS 10 & 11
- 365 admin Exchange Center
- Citrix
- Azure
- Active Directory 2016
- LogMeIn
- Cisco VPN
- Service Now Ticketing system
- Polycom Video Conference
- MS One Drive
- Auto Polit Images
- WAN/LAN and TCP
- MS Office 365
- MS Teams
- HP/Dell Laptop/Desktop
- MACS OS
- Desktop support
Certification
- AWS Cloud Computing, 2021-01-01, 2021-01-01
- Azure Cloud, 2022-01-01, 2022-01-01
- Security+ Training Boot Camp, 2022-01-01, 2022-01-01
Academic Career And Certifications
Help Desk Analyst, CDI College of Business and Technology, Toronto, 2002-01-01, 2004-01-01, Managing and Maintaining PCs (A+), Operating Systems, Network+, Help Desk Analyst and User Support Analyst, Impact- Customer-Focused Technical Support
Timeline
Service Desk Analyst
Mattamy Asset Management
01.2021 - Current
End User Support Analyst
The Salvation Army Eastern Territory
01.2013 - 01.2021
Contractual Consultant, I.T Support
The Centre for Dreams
01.2008 - 01.2013
MS Office Analyst
Compugen Inc.
01.2008 - 01.2008
I.T. Senior Support Specialist
Unisys Technical Services
01.2007 - 01.2008
I.T. Operations Senior Help Desk Engineer
St Microelectronics
01.2004 - 01.2007
Certificate of Technical Studies - Helpdesk Support Anayat
CDI College
Similar Profiles
Sidharth NavarkheleSidharth Navarkhele
Assistant Manager at 360 One Wealth And Asset Management (formally Known As IIFL Wealth And Asset Management )Assistant Manager at 360 One Wealth And Asset Management (formally Known As IIFL Wealth And Asset Management )
KUMUDINI SKUMUDINI S
AVP - Sales & Distribution at HSBC Asset Management (erstwhile L&T Asset Management)AVP - Sales & Distribution at HSBC Asset Management (erstwhile L&T Asset Management)
Abdoul Demba FAYEAbdoul Demba FAYE
CONTRÔLEUR INTERNE at IMPAXIS ASSET MANAGEMENT WEST AFRICA (EX BRM ASSET MANAGEMENT)CONTRÔLEUR INTERNE at IMPAXIS ASSET MANAGEMENT WEST AFRICA (EX BRM ASSET MANAGEMENT)
Christos MegosChristos Megos
Head Busser at Medusa Authentic Greek TavernaHead Busser at Medusa Authentic Greek Taverna
Mashal FaizyarMashal Faizyar
Sales Coordinator at CI FinancialSales Coordinator at CI Financial