Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
References
Timeline
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Gina Aceto

Sayville,New York

Summary

Dynamic IT Support Specialist with proven expertise at AAA Northeast, excelling in network diagnostics and customer relationship management. Recognized for enhancing user satisfaction through effective remote support and technical documentation. Adept at training junior staff and resolving complex issues, fostering a collaborative team environment while driving process improvements.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Support Specialist II

AAA Northeast
Garden City, New York
05.2025 - Current
  • Executed daily responsibilities with precision and efficiency.
  • Collaborated with diverse teams to resolve product-related issues and achieve objectives.
  • Addressed customer concerns through friendly service to improve satisfaction.
  • Provided remote support for offsite users via telephone and online chat.
  • Prepared documentation, including help files and instructional videos, for user clients and IT staff.
  • Guided junior staff in task completion to promote skill development.
  • Supported and maintained corporate email, voice systems, and mobile phone infrastructure.
  • Delivered second-level support for IT-related technical problems and services.

IT Support Specialist

IPA NY
Smithtown, New York
11.2022 - 05.2023
  • Resolved IT issues, ensuring user satisfaction through effective support delivery.
  • Documented support requests and solutions in ticketing system for future reference.
  • Executed daily responsibilities accurately and efficiently in fast-paced environment.
  • Delivered knowledgeable, friendly service to promote customer satisfaction during problem resolution.
  • Reviewed support cases for technical accuracy, identifying opportunities for process improvements.
  • Performed routine maintenance and updates on support tools and customer systems to optimize performance.

IT Support Specialist

Competition Automotive Group
Smithtown, New York
11.2020 - 11.2022
  • Enhanced technical knowledge through reading manuals and attending conferences.
  • Maintained composure in challenging customer interactions, utilizing de-escalation techniques.
  • Referred significant hardware and software issues to appropriate vendors or technicians.
  • Configured equipment for employee use, ensuring proper installation of cables and software.
  • Conducted remote diagnostics to effectively troubleshoot and resolve technical issues.
  • Documented customer interactions in ticketing system for future reference and analysis.
  • Kept current with technology trends and best practices in technical support.
  • Assisted customers with password resets and security settings adjustments.

Education

Certificate of Technical Studies - Information And Communication Technology

Hunter Business School
Medford, NY
07-2020

Skills

  • Network diagnostics and troubleshooting
  • Remote support and ticketing
  • Technical documentation and knowledge
  • System maintenance and escalation
  • Customer relationship management
  • Staff training and education
  • Hardware troubleshooting and management
  • Application support
  • Team building skills
  • Problem-solving aptitude

Certification

  • A+ certified September 2025

Languages

Italian
Limited

Affiliations

  • Love to Travel
  • Train BJJ and MMA
  • Build Legos, Desktops and Miniverse (mini resin crafts)
  • Love trying new resturants
  • Playing video games

References

References available upon request.

Timeline

IT Support Specialist II

AAA Northeast
05.2025 - Current

IT Support Specialist

IPA NY
11.2022 - 05.2023

IT Support Specialist

Competition Automotive Group
11.2020 - 11.2022

Certificate of Technical Studies - Information And Communication Technology

Hunter Business School

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