Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Christopher Gagliano

Henrico,VA

Summary

Accomplished A+ Certified desktop support professional with 12 years of experience specializing in IT operations and technical support.

Overview

21
21
years of professional experience

Work History

Founder & CEO

Custom Solutions of Virginia
Henrico, VA
06.2003 - Current
  • Documentation & Research: Created comprehensive documentation for software, hardware, and network configurations; researched and evaluated new technologies for operational improvements.
  • Technical Support: Provided end-user support for various technical issues and offered advice on optimal hardware configurations.
  • Vendor Management: Collaborated with vendors to negotiate contracts and select suitable products or services.
  • PC Assembly & Testing: Assembled, tested, and configured custom PCs, including installation of operating systems like Windows 10 and Linux.
  • Data Migration: Assisted customers with data transfers using external storage devices or cloud services.
  • Upgrade Identification: Identified and recommended upgrade opportunities based on customer usage patterns.

IT Consultant

Insight Global (Alfa Laval)
Sandston, VA
10.2023 - 04.2024
  • Diagnosed and Resolved Issues: Utilized tools like ServiceNow to troubleshoot and resolve hardware and software faults across Windows OS and Mac OS X platforms.
  • System Maintenance: Conducted periodic hardware and software inventory scans and updates, leveraging Microsoft Endpoint Manager for OS imaging and deployment.
  • Component Replacement: Replaced faulty parts and repaired cables, coordinating with vendors for necessary parts and ensuring system reliability.
  • Software Installation: Installed and updated software to enhance performance and stability.
  • Customer Support: Provided timely technical assistance for system, software, and hardware issues, delivering excellent customer service.
  • User and System Management: Created user accounts in ActiveDirectory, maintained documentation, and evaluated new technologies to support migrations and system upgrades.

IT Support Specialist

DecisionOne (DuPont)
Richmond, VA
01.2015 - 04.2024
  • System Configuration & Support: Configured workstations, networks, servers, and printers; installed and updated software; and resolved hardware and software issues.
  • Security & Compliance: Implemented security measures to safeguard data, ensured compliance with policies, and monitored system performance.
  • Technical Assistance: Provided Tier 1 support via phone, email, and remote tools; handled service requests and resolved network connectivity issues.
  • Documentation & Training: Created and updated documentation, trained new employees, and developed troubleshooting processes.
  • Vendor Coordination: Managed vendor relations for equipment repairs and replacements; tracked IT inventory and escalated complex issues as needed.
  • Customer Relations: Delivered support for technical issues, assisted with data migration, and handled customer complaints with a focus on satisfaction.
  • Remote & Local Support: Used remote tools like GoToAssist and TeamViewer for diagnostics; performed routine maintenance and hardware upgrades.
  • Process Improvement: Analyzed support tickets to identify trends, recommended product improvements, and implemented feedback from customer surveys.

Desktop Support Engineer

NTS (VCU Health System)
Richmond, VA
01.2013 - 01.2024
  • Compliance & Security: Ensured adherence to data security policies and implemented antivirus protection.
  • Technical Support: Provided support via phone, email, and in person; resolved hardware, software, and network issues.
  • Documentation & Training: Created and updated IT documentation, developed training materials, and trained users on systems and software.
  • System Management: Installed, configured, and maintained hardware, software, and peripherals; performed system backups and disaster recovery.
  • Vendor & Inventory Management: Coordinated with vendors for repairs, managed IT asset inventory, and handled procurement and disposal.
  • Process Improvement: Analyzed workflows, optimized system performance, and implemented process improvements based on support ticket trends.
  • Project Participation: Contributed to IT projects, including system deployments and technology rollouts.
  • Remote Support: Used tools like TeamViewer and Remote Desktop for remote assistance, increasing issue resolution speed.
  • Customer Service: Delivered high-quality support, handled difficult situations with composure, and maintained strong relationships with staff and users.
  • System Performance: Monitored and optimized system performance, conducted regular maintenance, and managed Active Directory accounts.

IT Help Desk Technician

Bon Secours Mercy Health
Remote, VA
08.2019 - 01.2023
  • Issue Diagnosis & Resolution: Conducted troubleshooting to identify root causes of IT issues and resolved hardware, software, and networking problems for end-users.
  • Helpdesk Support: Delivered Tier 1 IT support via phone, email, and chat, providing timely solutions and technical assistance for a range of software and hardware issues from Windows OS and EPIC issues to Printer and scanner support for our healthcare staff
  • Documentation & Training: Created user documentation, updated knowledge base articles, and participated in training to stay current with new technologies.
  • System Management: Deployed anti-virus software, implemented system upgrades, analyzed logs for potential issues, and conducted remote diagnostics.
  • Vendor Coordination: Worked with vendors to resolve complex technical problems and managed service requests efficiently.
  • Customer Relations: Maintained strong customer relationships, guided users through troubleshooting steps, and handled complaints effectively.
  • Remote Assistance: Used tools like GoToAssist, Bomgar, Teams, and TeamViewer for remote support and technical demonstrations.

Education

Bachelor of Science - Information Technology

ECPI University
Remote
08-2026

Skills

EPIC & CERNER

Microsoft Endpoint

Office 365

Migration

Citrix Azure & VMWare

Windows Troubleshooting

iOS and Android

Hardware Support

Mobile Support

Affiliations

  • Founded unique Non-Profit to support troubled youth in there journey to adulthood by providing support and training in certain facets of IT

Timeline

IT Consultant

Insight Global (Alfa Laval)
10.2023 - 04.2024

IT Help Desk Technician

Bon Secours Mercy Health
08.2019 - 01.2023

IT Support Specialist

DecisionOne (DuPont)
01.2015 - 04.2024

Desktop Support Engineer

NTS (VCU Health System)
01.2013 - 01.2024

Founder & CEO

Custom Solutions of Virginia
06.2003 - Current

Bachelor of Science - Information Technology

ECPI University

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Christopher Gagliano