Gerald Ambrosine
Denver,CO
Summary
Analytical Senior Desktop Support Associate with 20+ years of experience embracing challenges and solving problems. Balances priorities while quickly resolving issues to strengthen business processes and performance. Takes a proactive approach when addressing issues to improve business productivity. Military background has aided with collaborative and leadership efforts as they arise.
Overview
38
38
years of professional experience
Work History
ECS IT Support Technician
Leprino Foods Denver
Denver, CO
03.2019 - 03.2024
- Diagnose, respond to, and resolve client-side customer incidents and service requests via desk-side support, phone, email, and instant messaging, ensuring timely solutions and preventing recurrence! Administer all facets of client lifecycle management and client-side IT systems, ensuring consistency with established IT standards and software licensing requirements! Collaborated cross-functionally to deliver customer solutions for approved IT projects by independently analyzing user requirements and implementing holistic solutions
- Thoroughly documented resolutions within the Incident and Problem Management ticketing system, overseeing the IT knowledge base, and composing support documentation! Lead tracking and management of hardware and software assets using the Cherwell asset management system (CMDB) ensuring IT policy compliance for 600+ users.
- Developed and led administration of ECS/AV lifecycle management and recommendations systems for the enterprise.
- Worked with IT Management to evaluate, select, procure, deploy, and maintain ECS/AV technology, ensuring compliance with established IT standards.
- (Crestron and Logitech AV Systems) Participated in the weekly rotation as the initial escalation point for the ECS team.
- Maintained records of repairs, calibrations, and tests performed on equipment.
Sr. IT Technician / IT Desktop Manager
City and County of Denver
Denver, CO
03.2005 - 10.2018
- Collaborated with IT staff to create and update technical procedures, documentation, and operational instructions.
- Managed and coordinated large scale upgrades or replacements of hardware and software for an agency or city-wide
- Provided technical support in a formal help desk environment, assisting users with complex hardware and software issues.
- Facilitated effective communication between user group and IT Dept.
- Maintained user accounts in Active Directory and Exchange Server environments.
- Provided training sessions for end users on how to use various software programs.
- Tracked service requests through a ticketing systems Remedy and/or Service Now.
- Coordinated with vendors for repair services when needed.
- Diagnosed hardware failures using diagnostic tools, such as Windows Event Viewer.
- Maintained inventory records of IT equipment and supplies.
- Provided recommendations on hardware purchases based on customer requirements.
- Provided technical support to users via telephone or remote access.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
Business Technology Specialist
Tiaa-Cref
Denver, CO
08.2001 - 09.2003
- Coordinated hardware/software ordering and installations with core technical business units.
- Monitored corporate intranet, servers, and application software systems for optimal performance
- Documented and reported any abnormalities.
- Trained users on how to use various pieces of technology safely and efficiently.
- Conducted research into emerging technologies to identify potential solutions for business needs.
- Implemented best practices for maintaining secure systems across multiple platforms.
302 CES, 310 SFS, 28 MMS
USAF Reserves
Colorado Springs, CO
03.1986 - 06.2006
- Missile System Electronics, Fire Dept., Police Dept. (Top Secret Clearance)
- Worked effectively in team environments to make the workplace more productive.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
- Assisted in responding to emergency calls, assessing situations, and providing necessary medical aid.
- Evaluated incident scenes for possible victims requiring medical attention or evacuation assistance.
- Participated in training drills and exercises to maintain proficiency in fire suppression tactics.
- Conducted regular staff meetings to discuss current events and issues.
- Assigned, coordinated and reviewed the work of police officers.
Education
Business Technical Management - BAS -
Devry
05.2008
Computer Network Administration - AAS -
Devry
12.2000
Skills
- Analytical skills
- Desktop support
- Problem-solving
- Business productivity improvement
- Collaboration
- Leadership
- Client lifecycle management
- IT systems administration
- User requirements analysis
- Incident and problem management
- Hardware and software asset management
- ECS/AV lifecycle management
- IT policy compliance
- Crestron and Logitech AV systems
- Escalation management
- Technical procedures development
- Help desk support
- Liaison between user group and IT department
- Hardware/software ordering and installations
- Monitoring of corporate intranet, servers, and application software systems
- Missile system electronics
- Fire department
- Police department
- Business technical management
- Computer network administration
- Microsoft Office Professional
- Microsoft SCCM
- Microsoft O365, One Drive, SharePoint
- Teams, Intune Portal Administration
- Print server management
- Network troubleshooting
- ITIL v4, ITIL v31 training
- Dell and HP hardware support
- A, CompTIA Network training
- Windows 7, 81, 10
- Cisco AnyConnect VPN Suite
- Logitech and Crestron AV support
- Service Now, Cherwell - Incident Management
- Apple iOS/Android OS MDM
- McAfee, Norton, Sophos Antivirus Suite
- IT asset management
- Adobe Management Console MGMT
- BMC Operations Management
Timeline
ECS IT Support Technician
Leprino Foods Denver
03.2019 - 03.2024
Sr. IT Technician / IT Desktop Manager
City and County of Denver
03.2005 - 10.2018
Business Technology Specialist
Tiaa-Cref
08.2001 - 09.2003
302 CES, 310 SFS, 28 MMS
USAF Reserves
03.1986 - 06.2006
Business Technical Management - BAS -
Devry
Computer Network Administration - AAS -
Devry
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