Dean M. Ferro
Northford,CT
Summary
To acquire a highly skilled position focused on Premier customer support which I may apply my knowledge of solving organizational incidents. A position that concentrates on large scale projects, network stability, and improving customer service. A technical role in which I may work aside teammates who calibrate together towards divisional common goals while learning new skills in the process.
Professional with strong background in voice engineering, skilled in implementing and maintaining complex voice communication systems. Proven track record of enhancing operational efficiency through robust troubleshooting and system optimization. Adept at working collaboratively in team environments, ensuring reliable and flexible support to meet changing needs. Proficient in VoIP technologies, network security, and system integration, with focus on delivering impactful results.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Exchange Administrator
Internal Revenue Service Department of the Treasury
05.2023 - 09.2025
- Administers large deployments of Exchange environments and messaging systems, includes the use of Active Directory, Symantec Spam/Anti-virus filtering, ServiceNow, support and administration of Exchange, Microsoft 365 Admin Center including OWA, Azure/Entra, Sharepoint, Defender, and Teams
- Analyses technical problems and creates solutions involving the use of existing techniques or tools
- Monitor Microsoft SCOM alerts to proactively respond, analyze, and troubleshoot to avoid potential incidents that may cause system/network back logs
- Monitor and track incidents in the Service Now Ticketing System in support of the incident and problem management process
- Monitor Microsoft Server performance including using Windows Server 2012, 2016, 2019
- Run routine server diagnostic tests, perform and monitor system backups, and Install monthly service patches and security updates
- Monitor Exchange message queues, resolve non-deliveries, and perform message tracking and record status/findings in daily operations log
- Create, modify, and troubleshoot issues with Distribution Groups and Organizational Mailboxes
- Perform mailbox moves and restores
- Resolving issues with Purview Message Encryption including using S/MIME and Encrypt Only
- Resolves mailbox issues with Exchange Powershell Online and Exchange Powershell On Premise
- Monitor Symantec Messaging Gateway for issues with message flow including SPAM related issues
- Monitor Symantec Endpoint Protection Manager to verify all endpoints have adequate Anti Virus/ Anti Malware protection
- Work with Microsoft Technicians to resolve customer issues pertaining to Microsoft Exchange and Microsoft 365 related problems
- Provided On Call Support Rotation including occasional after hours support
Technician II
Gateway Community College
03.2006 - 05.2023
- Design, configure, and maintain Cisco Unified Communications solutions including: Cisco Unified Communications Manager (CUCM) Cisco Unity Connection (CUC) Cisco Unified Contact Center Express (UCCX) Cisco Expressway, Jabber, Webex, and related collaboration tools VOIP Project support of multiple locations Manage active directory and voice mail accounts Administer and oversee all accounts using Jabber softphone at remote and campus locations and video conferencing systems
- Integrate voice systems with PSTN, SIP trunks, and third-party applications
- Monitor, troubleshoot, and resolve voice-related issues including call quality, voicemail, call routing, and dial-plan problems
- Maintain and configure Session Border Controllers (SBCs), gateways, and voice gateways (MGCP, H.323, SIP)
- Apply QoS, SRST, and other resiliency configurations to ensure call quality and continuity.
- Perform system upgrades, patches, and security hardening.
- Work with vendors, carriers, and internal teams to resolve escalated issues
- Provide Tier 2/3 support for voice incidents and service requests.
- Manage over 6500 campus Domain users, Microsoft Forest, One Drive Cloud storage, Active Directory, Protective Enclave and Citrix receiver maintenance including numerous Organizational Units and multiple Group Policies. Define and manage all roles and security requirements across the campus.
- Create classroom windows images, office images, desktop and laptop images. Pushed all upgrades and remote deployments via Alitris Console and Microsoft Endpoint Configuration Manager
- Single point North Haven I.T. Administration for the entire campus which includes Installing and Maintaining Computer hardware and software for use with Multiple Automotive Programs. Create specialized images for use with diagnostic software designed for troubleshooting Electronic Control Modules
- Oversee support all hardware and software campus solutions including server hardware, tablets, and desktop hardware across multiple sites for faculty, staff, and student classrooms. Maintain, upgrade, and manage all firmware and patch levels to compliance
- Manage Adobe Cloud Software Suite and all user accounts via Adobe Admin Console
- Use of our Protective Enclave and Citrix receiver to administer changes to student accounts which includes verification of student personal data and password changes as needed.
- Install, update, and support of Apple Mac labs including Mac OSX and Adobe Software Suite
Team Lead PC Deployment Specialist - Contract
Indecon Inc.
05.2005 - 01.2006
- Managed staff of four technicians overseeing installing and setup of new desktop deployments and laptops for over 800 users.
- Provided hardware maintenance and repair on HP, Compaq, and Dell server equipment including replacing hardware components on desktops, laptops, and HP servers.
Helpdesk Analyst
Anthem Blue Cross of Connecticut
12.2001 - 04.2005
- Assisted Nationwide Anthem employees with software and hardware issues. Tasks included Windows XP, Novell, Active Directory, Mainframe applications, Lotus Notes, Internet, Networking, LAN printers, remote access VPN, remote PC control, RSA Secure ID, Installing and configuring Personal Digital Assistants, diagnosing and replacing hardware.
Education
Bachelor of Arts - Computer Graphics / Information Design
Central Connecticut State University
New Britain, CT05.2001
Skills
- Cisco Call Manager expertise
- Cisco ISE administration
- Incident tracking in ServiceNow
- Administration of Microsoft Azure Entra/ Active Directory
- Microsoft Teams support and configuration
- Powershell/DOS/Terminal
- Symantec Messaging Gateway
- Microsoft Exchange expertise
- Proficient in Windows server and desktop environments
- Microsoft Endpoint Manager MCEM
- Symantec Endpoint Protection Manager
- McAfee ePO with Encryption
- Laptop Repair and Support
- Dell/EMC Servers
- HP DL Series, HP chassis and Blade Servers
- Android iOS Support
- Blackboard Vista
- Deepfreeze Console
- Bomgar representative Console
- Remote Access including WebEx, Anydesk, Microsoft Teams, BeyondTrust and Citrix VPN
- Android and Apple iOS support
Certification
A+ Certified, Six Sigma
Timeline
Exchange Administrator
Internal Revenue Service Department of the Treasury
05.2023 - 09.2025
Technician II
Gateway Community College
03.2006 - 05.2023
Team Lead PC Deployment Specialist - Contract
Indecon Inc.
05.2005 - 01.2006
Helpdesk Analyst
Anthem Blue Cross of Connecticut
12.2001 - 04.2005
Bachelor of Arts - Computer Graphics / Information Design
Central Connecticut State University
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