Alexander Manasses
Clearwater
Summary
Experienced IT professional with 7+ years managing IT infrastructure, enterprise applications, and technical support for diverse teams. Expertise in system administration, network troubleshooting, cloud solutions (Microsoft Azure, Office 365), and cybersecurity best practices. Proven ability to streamline IT operations, enhance end-user productivity, and implement solutions that reduce downtime.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Verizon
09.2019 - Current
- Provided Tier 1 and Tier 2 technical support, resolving hardware, software, and network issues for end-users efficiently.
- Monitored, maintained, and optimized IT infrastructure, ensuring high system availability and reliability.
- Supported and troubleshot Windows, Linux, and Office 365 environments, including Active Directory and user account management.
- Delivered remote support via VPN, Microsoft Teams, and Zoom, enabling seamless collaboration for distributed teams.
- Documented support incidents and created knowledge base resources, reducing repeat issues and improving resolution times.
- Assisted with deployment, configuration, and updates of software and hardware across multiple departments.
- Performed data backups, recovery procedures, and basic network troubleshooting to ensure business continuity.
- Educated employees on IT best practices, cybersecurity policies, and new applications, enhancing overall system security.
- Managed access permissions, multi-factor authentication, and endpoint security measures to protect sensitive data.
- Collaborated with IT and cross-functional teams on projects, system upgrades, and process improvements.
Help Desk Support Analysts
UnitedHealth Group
06.2010 - 09.2019
- Provided first-line technical support for hardware, software, and network issues, resolving issues quickly and efficiently.
- Responded to user requests via phone, email, and ticketing systems, ensuring timely resolution and excellent customer service.
- Logged, tracked, and prioritized incidents in ticketing tools ServiceNow, Jira, to maintain accurate records.
- Assisted users with password resets, account setup, and access permissions, ensuring compliance with security policies.
- Supported Windows, macOS, and mobile devices, performing routine maintenance and basic troubleshooting.
- Guided end-users through step-by-step problem resolution, improving IT literacy and reducing repeat tickets.
- Escalated complex issues to Level 2/3 support while documenting all troubleshooting steps.
- Monitored IT systems and reported potential hardware or software issues to prevent downtime.
- Assisted with software installations, updates, and configurations for desktops and laptops.
- Provided support for remote employees via VPN and collaboration tools (Microsoft Teams, Zoom).
Education
High School Diploma -
Richards High School
Chicago, Illinois06-1998
Certificate of Technical Studies - Computer And Information Systems
Segal Institute
Clearwater, FL06-2000
Bachelor's Degree - Computer Science
Ellinikon College
Athens, Greece06-2005
Skills
- Proficient in Windows 10/11, Linux (Ubuntu, CentOS), and macOS
- Software & Productivity: Microsoft Office 365, Google Workspace, Zoom, Microsoft Teams
- VPN and TCP/IP troubleshooting
- Experience with ServiceNow and Jira
- Active Directory and user management
- Desktop and laptop troubleshooting
- Multi-factor authentication implementation
- Proficient in Microsoft Azure and SharePoint
Certification
- Microsoft Certified Professional (MCSE)
- A+ certification
- Comp TIA Network
- Comp TIA Security
- Cisco Certified Networking Professional (CCNP)
- AI and cloud
Languages
English
Native or Bilingual
Spanish
Professional Working
Greek
Native or Bilingual
Timeline
IT Support Specialist
Verizon
09.2019 - Current
Help Desk Support Analysts
UnitedHealth Group
06.2010 - 09.2019
High School Diploma -
Richards High School
Certificate of Technical Studies - Computer And Information Systems
Segal Institute
Bachelor's Degree - Computer Science
Ellinikon College