Alex Masi
Summary
A dependable IT Support Specialist with over 5 years experience, offering end user support with a wide variety of hardware and software. Proven to be successful at managing multiple priorities with a positive attitude while meeting deadlines every time. With a continued willingness to take on added responsibilities to meet team goals and remain a motivated employee.
Overview
14
14
years of professional experience
Work History
Engineer
R&B IT Solutions Inc.
10.2023 - 05.2024
- Provided customer support on-site & remotely via Teamviewer and Remote Desktop Protocol
- Supported end users with Software related matters involving Windows OS (up to windows 11), Microsoft 365, Google Workspace, & Teamviewer
- Delivered expert support on a spectrum of Hardware essentials such as Desktops/laptops, Windows Servers, Aruba & Cisco Network Switches, Network & Local Printers, Routers, VoIP systems, DVRs, Camera Systems, Barracuda Backup Systems, and Uninterruptible Power Supply
- Utilized Zendesk ticketing system to track tasks effectively and in a timely manner meeting companies SLA's
- Created and maintained documentation in Company File Share on solutions to end user tickets to allow for more efficiency in support and successfully reducing troubleshooting time
- Utilized Barracuda Backup Systems to store and retrieve data in onsite Windows Servers and Barracuda Cloud Servers
- Configured and provided regular maintenance to Windows Domains and Active Directories in Windows Server 2022
- Provided consultations to clients for network equipment distribution and network security solutions with the ability to discuss technical terms to business individuals.
Field Technician II
IGT, Lincoln
06.2022 - 09.2023
- Maintained, repaired, & troubleshooted Ainsworth, Aristocrat, Aruza, Bally, Everi, IGT, Konami, Scientific Gaming, and WMS brand Virtual Game Terminals, as well as Everi brand Self Redemption Units
- Optioned and replaced software on Virtual Game Terminals to Lottery specifications, following processes and procedures set forth by the casino
- Facilitated game terminal moves and new terminal installs throughout Twin River Casino & its new expansion ensuring to stay within scope of time allocated
- Administered communication infrastructure for game terminals in Twin River Casino's new expansion
- Took charge of leading shift technicians & preparing Video Lottery Terminal reporting for RI Lottery.
Solutions Specialist
Verizon Wireless, Seekonk
09.2014 - 06.2022
- Sold mobile products to address customers' current and future needs such as: Android & Apple Tablets & accessories, Cell Phones & accessories, Laptop PCs, Mobile Hotspots, and a vehicle safety and diagnostic device called HUM by Verizon
- Offered services to address customers' current and future needs such as: Cloud Storage, a cloud-based phone solution for businesses called One Talk, device insurance, international communication plans, a parental control and location system for mobile devices called Verizon Smart Family
- Sustained exceptional Net Promoter Score average throughout entire employment
- Supported mobile devices and services for customers and in-house solutions
- Utilized CRM system Salesforce to capitalize on leads and build rapport with clients to better anticipate future solutions
- Regularly coached other Solutions Specialists within the district on improving and maintaining Net Promoter Score at the request of Store and District Managers.
Assistant Shop Manager
Tec Direct, Johnston
01.2010 - 08.2014
- Designed and built custom Windows PC Desktop Solutions
- Serviced, repaired, & upgraded Desktop PC components such as AMD & Intel CPUs, AMD & Nvidia GPUs, Mechanical and Solid State HDs, Motherboards, RAM, PCI & PCI-e cards, Power Supplies, and Optical Drives
- Serviced & repaired Canon, Dell, & HP printers for end users providing timely support to reduce downtime
- Provided Remote & on-site Troubleshooting of hardware such as Windows Desktop PCs, Windows Laptops, Modems, Network Switches, Printers and Routers
- Supported a range of applications such as Adobe Suite, Microsoft Office, Quickbooks, Windows OS
- Utilized Quickbooks for proficient bookkeeping
- Managed accurate product inventory
- Developed & documented process improvement instructions for workflow in Company Fileshare.
Education
Bachelor of Science in Game Design and Simulation Programming -
New England Institute of Technology
East Greenwich, RI10.2014
Skills
- Salesforce
- Adobe Suite
- Quickbooks
- Windows XP - Windows 11
- Windows Server 2022
- Android OS
- IOS
- Google Workspace
- Microsoft 365
- VMWare
- Barracuda Backup Systems
- Cisco Routers
- Cisco Switches
- UPS
Personal Information
Title: IT Technical Support Specialist
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Engineer
R&B IT Solutions Inc.
10.2023 - 05.2024
Field Technician II
IGT, Lincoln
06.2022 - 09.2023
Solutions Specialist
Verizon Wireless, Seekonk
09.2014 - 06.2022
Assistant Shop Manager
Tec Direct, Johnston
01.2010 - 08.2014
Bachelor of Science in Game Design and Simulation Programming -
New England Institute of Technology