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Alessandro Galiano
Lancaster,CA
Summary
Skilled IT Specialist II focused on maximizing mission critical success through effective use of cybersecurity knowledge, server administration and SOP writing abilities. Top-notch communicator with excellent time management, administrative and customer service skills.
Overview
5
5
years of professional experience
2
2
Certifications
Work History
IT Specialist II
United States Air Force
Edwards Air Force Base, CA
04.2020 - Current
- Supported SIPRNet computer and printer issues and needs
- Provided SIPRNet user and administrator account support
- Performed as lead of Print Services conducting cybersecurity audits; training and leading teams to update printer configurations/firmware; and writing and modifying SOPs
- Provided support and managed $5 million worth of Department of Defense (DoD) printers across multiple sites
- Uploaded new drivers upon release, rolled out configurations and drivers to print server queues to support printing needs and to thwart cybersecurity threats from penetrating networks
- Configured computers and printers per US Air Force and DISA Security Technical Implementation Guides (STIGs)
- Read and interpreted DoD and DISA cybersecurity governance guides
- Explained technical information in clear terms to non-technical individuals to promote better understanding and cybersecurity compliance
- Assessed system hardware and software and suggested modifications to improve system capabilities and workflows
- Collaborated with vendors for computer and printer warranty support
- Listened and responded to customer requests and forwarded necessary information to leadership
- Responded, notated and closed 1200+ tickets per year
Xerox Printer Technician
PFI Tech
Lancaster, CA
07.2018 - 03.2020
- Tended to machines, troubleshot malfunctions and completed basic repairs on Xerox WorkCentre, ColorQube, Phaser, and Zebra label to keep equipment fully functional and well-maintained
- Provided technical support for Boeing sites in Southern California region including Edwards Air Force Base and Vandenberg Air Force Base
- Complied with Boeing and Xerox regulations, guidelines, and processes regarding installation, maintenance, and retirement of Xerox printers and related hardware and software
- Managed 1250+ tickets annually in timely manner, resolving tickets within established SLAs
- Performed MACD printer installs, moves, and removals
- Received, audited and organized assets in local depot using inventory management system
- Exhibited good communication skills, energetic approach, and patience with customers
Technical Coordinator
Resurgence IT
Santa Clarita, CA
07.2017 - 01.2018
- Delivered service levels in line with agreements by coordinating on-site support or remote assistance.
- Prioritized escalated calls for technical support to support urgent issues and VIPs
- Utilized Autotask for ticket management; time and note reporting; and inventory auditing
- Collaborated with technicians and IT manager for project management and ticket completion, reducing ticket count from 50 to 19 – a 62% reduction
- Performed entry level support service (email creation, VOIP call forwarding, etc.)
- Submitted request for quotes (RFQ) to select vendors and place orders for projects
- Notated and organize daily details of calls, technician check-ins, and shipment status
- Mentored interns on our workflow and tools (Autotask, Microsoft Office, etc.)
IT Support Technician
TekMe
San Diego, CA
06.2017 - 08.2017
- Monitored and responded to call-center service requests via texts and TekMe ticket management application
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Removed malware, ransomware and other threats from laptops and desktop systems
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded and accepted on average 10 requests per month
Education
High School Diploma -
Lancaster High School
Lancaster, CA05.2011
Skills
- Security Certified
- Cybersecurity Audit Conduction
- SOP Development and Modifications
- MTO Interpretation and Implementation
- PII, FUOU, CUI Classification Regulation and Compliance
- Print Server Print Queue Configuration and Driver Administration
- Print Services Subject Matter Expert (SME)
- Prioritization of Support Requests and Projects
- Ticket Management Using Remedy and Autotask
- Computer Hardware and Software Knowledge
- Professional Communication and Conduction to Customers and Team
- Providing Feedback to Leadership
Certification
- CompTIA Security+
- CompTIA A+
Timeline
IT Specialist II
United States Air Force
04.2020 - Current
Xerox Printer Technician
PFI Tech
07.2018 - 03.2020
Technical Coordinator
Resurgence IT
07.2017 - 01.2018
IT Support Technician
TekMe
06.2017 - 08.2017
High School Diploma -
Lancaster High School
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