Jason Ingrassia
Plum,PA
Summary
IT professional with extensive experience at UPMC Shadyside, specializing in troubleshooting complex hardware and software issues. Recognized for delivering exceptional customer service and proficient in Active Directory and network security protocols. Demonstrated ability to improve team performance while fostering a positive work environment.
Overview
21
21
years of professional experience
Work History
PC Support Intermediate
Pennsylvania
Pittsburgh, Pennsylvania
01.2023 - Current
- Image and reimage laptops and desktops.
- Worked with Epic installations.
- Set up user’s offices.
- Replace worn out keyboards and mice.
- Replace user’s old monitors.
- Set up users iPhones and iPads.
- Resolving computer hardware issues.
- Installing software (Epic, Cerner, Power chart)
- Troubleshooting network issues.
- Troubleshooting software issues.
- Installing Printers.
- Troubleshooting printer issues(connectivity, and hard ware issues.)
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized various software and tools to streamline processes and optimize performance.
- Achieved cost-savings by developing functional solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
PC Desktop Support Specialist
Pennsylvania
Monroeville, Pennsylvania
12.2020 - 06.2022
- Set up Cisco Voip Phones
- Set up user’s desktops and laptops
- Patch IT equipment in IT closets
- Troubleshoot hardware and software.
- Experienced with Office 2010 to 365
- Set up and install user’s printers (HP, Xerox, and Cannon)
- Worked with and troubleshot Lenovo, Dell and HP laptops
- Image laptops and desktops for new hires
- Set up email distribution lists for different dept groups.
- Work alone as only on site tech.
- Have used remote tools: bombgard, TeamViewer and Kaseya
- Used Remedy, service now and Heat ticketing systems
- Set up iPhones and iPads for users
- Provided technical support for desktop hardware and software issues.
- Installed and configured operating systems and applications on user devices.
- Diagnosed and resolved network connectivity problems for end-users.
- Assisted with the setup of new workstations and peripherals for employees.
- Trained staff on effective use of software applications and tools.
- Set up user accounts, permissions, passwords and email addresses for new employees.
- Maintained inventory of all equipment, hardware and software licenses.
- Installed, configured, maintained, upgraded and repaired PC desktops and laptops.
- Resolved hardware and software problems on desktop computers.
- Configured network settings on desktops according to company standards.
- Oversaw daily performance of computer systems.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
<ul><li>Enable user's accounts in active directory.</li><li>Image pc's and laptops</li><li>Use Service Now ticketing system</li><li>Patch cables in IT closets</li><li>Set up new users peri phial devices</li><li>Troubleshoot windows 10 and office 365 2016</li><li>IT assessment management</li></ul>
NTT DATA Services
Pittsburgh, PA
04.2019 - 11.2020
- Enable user's accounts in active directory.
- Image pc's and laptops
- Use Service Now ticketing system
- Patch cables in IT closets
- Set up new users peri phial devices
- Troubleshoot windows 10 and office 365 2016
- IT assessment management
<ul><li>Performed essential duties as a Level II Desktop Support Technician working in a medical facility.</li></ul>
BELLEVUE MEDICAL AND MENTAL FACILITY
01.2017 - 12.2017
- Performed essential duties as a Level II Desktop Support Technician working in a medical facility.
<ul><li>Installed, configured, and tested PCs, printers, and Zebra label printers for Epic readiness.</li><li>Resolved hardware or software issues in a timely fashion.</li><li>Worked at multiple sites independently.</li><li>Installed VM ware and VPSX for Epic readiness.</li></ul>
CONEY ISLAND HOSPITAL
01.2016 - 12.2017
- Installed, configured, and tested PCs, printers, and Zebra label printers for Epic readiness.
- Resolved hardware or software issues in a timely fashion.
- Worked at multiple sites independently.
- Installed VM ware and VPSX for Epic readiness.
<ul><li>Maintained user directory of 1,500 to 2,000 users.</li><li>Repaired or replaced faulty hardware to include Dell and HP Printers, Zebra label printers, medication carts and mobile computer workstations.</li><li>Configured network settings and resolved network connectivity issues for PCs.</li><li>Collaborated with hardware or software vendors to address problems beyond the scope of regular computer maintenance.</li><li>Performed regular software backups and deployed security updates.</li><li>Installed VoIP phones and updated Internet Explorer.</li><li>Printed 2 insurance billing reports for the hospital nightly.</li></ul>
WOODHULL MEDICAL AND MENTAL FACILITY
01.2015 - 12.2017
- Maintained user directory of 1,500 to 2,000 users.
- Repaired or replaced faulty hardware to include Dell and HP Printers, Zebra label printers, medication carts and mobile computer workstations.
- Configured network settings and resolved network connectivity issues for PCs.
- Collaborated with hardware or software vendors to address problems beyond the scope of regular computer maintenance.
- Performed regular software backups and deployed security updates.
- Installed VoIP phones and updated Internet Explorer.
- Printed 2 insurance billing reports for the hospital nightly.
<ul><li>Imaged Microsoft surface pro 10's and added applications to computers and Surface Pro's.</li><li>Added users to groups using Active directory.</li><li>Installed HP printers and Imprivata fingerprint readers.</li><li>Surveyed areas, downloaded Epic software to computers, and ensured devices were ready to be used by Epic.</li><li>Crosse connect in the patch panels.</li><li>Resolved issues with Computers on wheels.</li></ul>
HOSPITAL OF SPECIAL SURGERY
01.2015 - 12.2015
- Imaged Microsoft surface pro 10's and added applications to computers and Surface Pro's.
- Added users to groups using Active directory.
- Installed HP printers and Imprivata fingerprint readers.
- Surveyed areas, downloaded Epic software to computers, and ensured devices were ready to be used by Epic.
- Crosse connect in the patch panels.
- Resolved issues with Computers on wheels.
<ul><li>Patched in new PCs and network printers into switch.</li><li>Installed and configured HP network printers, Intermac prescription and label printers.</li><li>Upgraded PCs to Windows 7 and downloading applications.</li><li>Cross connected network cables in IDF closets.</li><li>Reimaged over 500 PCs for the Hutch.</li><li>Inventoried IT hardware.</li><li>Ensured Epic was properly working on all PCs to include printing from Epic.</li></ul>
MONTEFIORE MEDICAL CENTER
01.2014 - 12.2015
- Patched in new PCs and network printers into switch.
- Installed and configured HP network printers, Intermac prescription and label printers.
- Upgraded PCs to Windows 7 and downloading applications.
- Cross connected network cables in IDF closets.
- Reimaged over 500 PCs for the Hutch.
- Inventoried IT hardware.
- Ensured Epic was properly working on all PCs to include printing from Epic.
<ul><li>Responsible for upgrading and refreshing pcs from Windows XP to Windows 7.</li><li>Built computers for doctors, nurses, and vital hospital staff.</li><li>Set up monitors, scanners, and printers for end users.</li><li>Transferred and downloaded applications necessary for the day to day operations of the hospital.</li><li>Used servers to backup information before migrating it to new pc, transferred personal data from users' old PC.</li><li>Traveled to multiple sites daily throughout Long Island and Queens.</li><li>Troubleshot any problems that may occur.</li><li>Maintained records of computer installations and computers to be destroyed.</li><li>Installed network and local printers for company efficiency.</li></ul>
NORTH SHORE LONG ISLAND JEWISH HOSPITAL
01.2013 - 12.2014
- Responsible for upgrading and refreshing pcs from Windows XP to Windows 7.
- Built computers for doctors, nurses, and vital hospital staff.
- Set up monitors, scanners, and printers for end users.
- Transferred and downloaded applications necessary for the day to day operations of the hospital.
- Used servers to backup information before migrating it to new pc, transferred personal data from users' old PC.
- Traveled to multiple sites daily throughout Long Island and Queens.
- Troubleshot any problems that may occur.
- Maintained records of computer installations and computers to be destroyed.
- Installed network and local printers for company efficiency.
<ul><li>Mail Server system Processing 70,000 messages daily with less than 1% error rate.</li><li>Processed and troubleshot discrepancies for 300 clients' mailboxes with the PCMT and MMS system while at NCTAMS LANT.</li><li>Responsible for message traffic coming to and from.</li><li>Network supervisor for FOB in Iraq.</li><li>Supported both US and allied forces network and computer issues.</li></ul>
UNITED STATES NAVY
Norfolk, VA
01.2005 - 12.2008
- Mail Server system Processing 70,000 messages daily with less than 1% error rate.
- Processed and troubleshot discrepancies for 300 clients' mailboxes with the PCMT and MMS system while at NCTAMS LANT.
- Responsible for message traffic coming to and from.
- Network supervisor for FOB in Iraq.
- Supported both US and allied forces network and computer issues.
Education
Bachelor of Science - Information Technology/ Cybersecurity
University of Maryland Global Campus
Hyattsville, MD05-2026
Skills
- CD-ROMs
- Modems
- Sound Cards
- Zip and Jazz Drives
- Configured
- Blackberry's PDA
- VOIP
- MOTOROLA RADIOS
- DPN Cellular Phones
- Microsoft Windows NT
- 98
- 2000/XP Professional
- 2003 Server
- Symantec
- McAfee Antivirus
- Network Security
- MS Word
- PowerPoint
- GroupWise
- Go to Assist
- Timbuktu pro
- Windows 7 - 10
- Microsoft Office 2010 - 2013
- Microsoft Office 365
- PCMT
- MMS
- Problem resolution
- Equipment maintenance
- Flexible and adaptable
- User training
- Network troubleshooting
- Customer service
- Software installation
- Technical support
- Friendly, positive attitude
- Good Telephone Etiquette
- Organization and time management
- Microsoft Word
- Task prioritization
- Networking
- Relationship building
- CD-ROMs
- Modems
- Sound Cards
- Zip and Jazz Drives
- Configured
- Blackberry's PDA
- VOIP
- MOTOROLA RADIOS
- DPN Cellular Phones
- Microsoft Windows NT
- 98
- 2000/XP Professional
- 2003 Server
- Symantec
- McAfee Antivirus
- Network Security
- MS Word
- PowerPoint
- GroupWise
- Go to Assist
- Timbuktu pro
- Windows 7 - 10
- Microsoft Office 2010 - 2013
- Microsoft Office 365
- PCMT
- MMS
- Problem resolution
- Equipment maintenance
- Flexible and adaptable
- User training
- Network troubleshooting
- Customer service
- Software installation
- Technical support
- Friendly, positive attitude
- Good Telephone Etiquette
- Organization and time management
- Microsoft Word
- Task prioritization
- Networking
- Relationship building
<Enter your own>
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
- Title: Desktop support ll
- Availability: Willing to relocate: Anywhere, Authorized to work in the US for any employer
- Work Permit: Authorized to work in the US for any employer
Military Service
United States Navy, E5
Credit Recommendation
- 1 semester hour in computer applications, 1
- 1 in IT customer service, 1
- 2 in network security, 2
- 2 in PC repair and maintenance, 2
- 2 in computer networks, 2
- 1 in navigation, 1
- 2 in systems maintenance, 2
- 1 in introduction to operating systems, 1
- 1 in telecommunications, 1
- 1 in network hardware installation, 1
- 2 in introduction to supervision, 2
Languages
Spanish
Limited
Affiliations
- hold leadership position at my my church
- enjoy traveling around the world
- exploring new places and meeting new people
- i am a musician: guitar and bass
- I also write poetry
Timeline
PC Support Intermediate
Pennsylvania
01.2023 - Current
PC Desktop Support Specialist
Pennsylvania
12.2020 - 06.2022
<ul><li>Enable user's accounts in active directory.</li><li>Image pc's and laptops</li><li>Use Service Now ticketing system</li><li>Patch cables in IT closets</li><li>Set up new users peri phial devices</li><li>Troubleshoot windows 10 and office 365 2016</li><li>IT assessment management</li></ul>
NTT DATA Services
04.2019 - 11.2020
<ul><li>Performed essential duties as a Level II Desktop Support Technician working in a medical facility.</li></ul>
BELLEVUE MEDICAL AND MENTAL FACILITY
01.2017 - 12.2017
<ul><li>Installed, configured, and tested PCs, printers, and Zebra label printers for Epic readiness.</li><li>Resolved hardware or software issues in a timely fashion.</li><li>Worked at multiple sites independently.</li><li>Installed VM ware and VPSX for Epic readiness.</li></ul>
CONEY ISLAND HOSPITAL
01.2016 - 12.2017
<ul><li>Maintained user directory of 1,500 to 2,000 users.</li><li>Repaired or replaced faulty hardware to include Dell and HP Printers, Zebra label printers, medication carts and mobile computer workstations.</li><li>Configured network settings and resolved network connectivity issues for PCs.</li><li>Collaborated with hardware or software vendors to address problems beyond the scope of regular computer maintenance.</li><li>Performed regular software backups and deployed security updates.</li><li>Installed VoIP phones and updated Internet Explorer.</li><li>Printed 2 insurance billing reports for the hospital nightly.</li></ul>
WOODHULL MEDICAL AND MENTAL FACILITY
01.2015 - 12.2017
<ul><li>Imaged Microsoft surface pro 10's and added applications to computers and Surface Pro's.</li><li>Added users to groups using Active directory.</li><li>Installed HP printers and Imprivata fingerprint readers.</li><li>Surveyed areas, downloaded Epic software to computers, and ensured devices were ready to be used by Epic.</li><li>Crosse connect in the patch panels.</li><li>Resolved issues with Computers on wheels.</li></ul>
HOSPITAL OF SPECIAL SURGERY
01.2015 - 12.2015
<ul><li>Patched in new PCs and network printers into switch.</li><li>Installed and configured HP network printers, Intermac prescription and label printers.</li><li>Upgraded PCs to Windows 7 and downloading applications.</li><li>Cross connected network cables in IDF closets.</li><li>Reimaged over 500 PCs for the Hutch.</li><li>Inventoried IT hardware.</li><li>Ensured Epic was properly working on all PCs to include printing from Epic.</li></ul>
MONTEFIORE MEDICAL CENTER
01.2014 - 12.2015
<ul><li>Responsible for upgrading and refreshing pcs from Windows XP to Windows 7.</li><li>Built computers for doctors, nurses, and vital hospital staff.</li><li>Set up monitors, scanners, and printers for end users.</li><li>Transferred and downloaded applications necessary for the day to day operations of the hospital.</li><li>Used servers to backup information before migrating it to new pc, transferred personal data from users' old PC.</li><li>Traveled to multiple sites daily throughout Long Island and Queens.</li><li>Troubleshot any problems that may occur.</li><li>Maintained records of computer installations and computers to be destroyed.</li><li>Installed network and local printers for company efficiency.</li></ul>
NORTH SHORE LONG ISLAND JEWISH HOSPITAL
01.2013 - 12.2014
<ul><li>Mail Server system Processing 70,000 messages daily with less than 1% error rate.</li><li>Processed and troubleshot discrepancies for 300 clients' mailboxes with the PCMT and MMS system while at NCTAMS LANT.</li><li>Responsible for message traffic coming to and from.</li><li>Network supervisor for FOB in Iraq.</li><li>Supported both US and allied forces network and computer issues.</li></ul>
UNITED STATES NAVY
01.2005 - 12.2008
Bachelor of Science - Information Technology/ Cybersecurity
University of Maryland Global Campus
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