GIAN ASCI
Hagerstown,MD
Summary
Dynamic IT professional with experience at Franciscan University, excelling in technical support and customer service. Proven ability in network troubleshooting and software installation, coupled with strong communication skills. Adept at managing IT tickets efficiently, enhancing user satisfaction, and streamlining onboarding processes for new hires. Committed to delivering exceptional results in fast-paced environments.
Overview
5
5
years of professional experience
Work History
Help Desk Analyst Level 1 - Contractor
Synergy Staffing
Remote
09.2025 - Current
- Contracted to work for American Eagle Outfitters IT department through Synergy Staffing
- Provide remote support for store associates that call into the Help Desk for all AE, ARIE, Offline, and Todd Snyder stores
- Provide remote support for Corporate users across all corporate office locations
- Provide remote support for onsite vendors performing hardware installations and verifying switch connections for related vendor hardware when applicable
- Provide remote support for store hardware such as registers, pin pads, phones, traffic cameras, CTTV cameras, switches, routers, receipt printers, etc.
- Follow related KB articles for all issues worked and create tickets for all calls handled and assign appropriate status at end of call
- Create hardware replacements for store hardware when applicable if AE owned hardware
- Collaborate with other Help Desk team members and other teams to resolve issues
ServiceDesk Technician IT Intern
Justrite Safety Group
Wellsburg, WV
01.2023 - 08.2025
- Assist the IT Service Desk team by delivering IT support and excellent customer service to end users
- Assist in diagnosing break/fix tickets that come into ticketing system
- Provide hands on and remote support for hardware, software and printers
- Image and deploy new Windows 11 laptops
- Install, uninstall and upgrade software
- Onboard new hires and offboard employee exits (network accounts, permissions, equipment, etc)
- Use MS Teams to chat and call end users, perform screensharing sessions to resolve IT issues remotely
- Actively work all IT tickets in your queue and keep the end user updated on the progress of their tickets by updating your tickets on a regular basis
- Attend team meetings and work with the Director of IT Operational Excellence when needed
- Learn various IT tools and platforms such as: Active Directory, RDS, VDI, telephony, VPN, Windows Server, Remote Control, SharePoint, Teams, Outlook, etc
ITS HelpDesk Tech II
Franciscan University
Steubenville, OH
09.2022 - 05.2025
- Assisted staff and students with in person and over the phone IT problems related to university or personal machines and equipment
- Logged issues and resolutions using a ticketing system
- Helped with installations of software that the university provides to staff and students
- Helped troubleshoot network issues for staff and students including two-factor authentication issues
- Helped train new students as the on how the ticketing system works and helping them to learn basic troubleshooting processes
ITS HelpDesk Tech I
Franciscan University
Steubenville, OH
09.2021 - 05.2022
- Similar to the HelpDesk Tech II position
- Spent this year learning the ticketing system and learning many of the helpful troubleshooting methods
Graphics Operator for Production
Franciscan University
Steubenville, OH
06.2022 - 08.2024
- Run keynote speeches and videos for speakers and general graphical needs for the Steubenville Summer Conferences
- Download and manage all PowerPoints and backgrounds that would go on the screens and operate when they are on the screens for each conference
- Manage production hardware and software during conferences to make sure they stay operational
Education
Bachelor of Science - Computer Information Science Major
Franciscan University
Steubenville, OH12-2025
Skills
- Azure Active Directory
- Print server management
- Software installation
- Customer service
- Documentation skills
- Team collaboration
- Technical support
- Network troubleshooting
- Python
- Java
- C
- LaTeX
- SQL
- Linux
- Database programming
- Object-oriented programming
- CompTIA Network
- Cybersecurity
- Remote desktops
- Network setups
- Computer hardware
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Critical thinking
- Problem solving
- Detail-oriented
- Communication skills
- Work ethic
- Fast learner
Timeline
Help Desk Analyst Level 1 - Contractor
Synergy Staffing
09.2025 - Current
ServiceDesk Technician IT Intern
Justrite Safety Group
01.2023 - 08.2025
ITS HelpDesk Tech II
Franciscan University
09.2022 - 05.2025
Graphics Operator for Production
Franciscan University
06.2022 - 08.2024
ITS HelpDesk Tech I
Franciscan University
09.2021 - 05.2022
Bachelor of Science - Computer Information Science Major
Franciscan University