Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Jason Lallo

Jason Lallo

Canton,OH

Summary

IT professional with 15+ years of experience across enterprise support, infrastructure, and cloud services. Skilled in advanced troubleshooting, enterprise migrations, and executive-level support. Following a 7-year career pivot into biotechnology—earning a degree and spending 4.5 years in a research lab—I returned to IT nearly two years ago as a Tier 3 Support Specialist at Rite Aid, managing complex escalations across corporate and retail environments. This diverse background demonstrates adaptability, analytical rigor, and a proven ability to thrive in high-demand technical roles. I am seeking a senior IT position where I can contribute my expertise and grow long-term.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Tier 3 Support Representative (Fully Remote Position)

Rite Aid
11.2023 - 05.2025
  • Provided high-level technical support for corporate users and retail store systems, including support for executives such as CEOs and CIOs. I managed Tier 3 escalations for store technology, including pharmacy computers, registers, and a pharmacy software program called NexGen. I also monitored register computer health across retail locations using Systrack software. I was responsible for administering user accounts through Active Directory, Microsoft Entra/Azure, Exchange, and the M365 Admin Center. I provided failover and failback support for pharmacy servers using RAID configurations, deployed software and security patches via SCCM, and supported VPN/firewall software called Zscaler. I set up and managed multi-factor authentication (MFA) with DUO and utilized Trusona for identity verification. Corporate hardware support included Lenovo ThinkPad laptops (notably the T14) and Lexmark printers used in both corporate and retail environments.
  • A significant part of my role was running the IT portion of the new associate orientation for corporate employees. This involved presenting a high-level overview of the corporate IT environment, introducing associates to key software such as Zscaler, M365 suite, and the ServiceNow ticketing system, as well as answering IT-related questions as they arose. I also assisted associates with setting up Outlook and Teams on both corporate and personal mobile devices. For certain executive users, I performed “white glove” setups of new Rite Aid equipment to ensure a smooth onboarding experience. Unfortunately, as of May 2025, Rite Aid declared their second bankruptcy and was forced to liquidate the company.

Migration Technician

Securitas (Volt)
09.2017 - 02.2018
  • This was a brief project helping to move security monitoring of new and existing security systems for Home Depot over to Securitas systems. The role involved working with onsite alarm system technicians at each Home Depot across the country, making sure all alarms were triggered before converting stores over to Securitas monitoring.


IT Support Desk

Austin Powder Company (Modis)
08.2014 - 07.2015
  • I was brought on as a contractor to fill in for a company employee who was deployed to military service. Duties included supporting incoming calls from company employees, assisting with various computer related hardware/software issues, cell phones, printers as well as other peripheral device issues. Sometimes this included supporting employees in person at the corporate headquarters in Beachwood.
  • Most work involved troubleshooting issues with proprietary company blasting software, as well as troubleshooting any issues involved in the Windows XP or Windows 8 environment. There was also extensive cell phone support. BigFix was the deployment system we used to push software packages to computers. Most of the network printers that we would configure were Brother 8950DWs. We also supported Canon IP110s for usb printing.For documentation we used One Note, and Lotus notes as the ticketing system. For remoting to user computers we utilized VNC or LogMeIn software.

Deployment / Migration Tech & Team Lead

PNC Bank (Teksystems)
08.2013 - 06.2014
  • On this project I was the 2nd and 3rd shift team lead overseeing the upgrade of corporate Windows XP computers to Windows 7, across the PNC network. The main responsibilities of the monitoring team were to ensure a successful upgrade and migration, and administering fixes where needed if a problem arose in the automated task sequence.
  • Microsoft SCCM was the primary tool used for deploying, and monitoring the upgrades of roughly 80,000 computers to Windows 7, along with utilization of USMT for migrating user data. To compensate for lack of infrastructure required for such a large scale software deployment, 1E brand NOMAD software was utilized in load balancing across the network by pre-caching the operating system files on distribution point servers in different network branches and office locations, ahead of scheduled deployment times. A dell quickbase database was utilized in monitoring the running times of computers as reported by SCCM configuration manager report.


ACAT Analyst

Allstate Insurance (Compucom)
05.2013 - 07.2013
  • The role of this position was that of an ACAT (Allstate Center for Assistive Technology) analyst, assisting clientele from within the company with the purchasing and installation of ergonomic equipment, specifically ergonomic keyboards, mice, trackballs, and software such as JAWS or MAGic screen viewing software. Tickets requests would come in through the ServiceNow portal, and after assessing the needs of the client, purchase orders were placed from Zones.com through an SAP SRM database.


Desktop Support Analyst Tier 1 & 2

Bridgestone Corp. (Innosource)
08.2012 - 02.2013
  • This was an enterprise service desk position for Bridgestone, contracted through Innosource Inc. The project was to assist company teammates in installing, configuring, and troubleshooting a variety of Windows software, and domain environments, as well as escalating database and internal website issues to appropriate groups. This was only a temporary position, assisting the local service desk with transitioning to another service desk, located in another part of the country.
  • Remedy was the ticketing software, which was used quite heavily. Outlook was the primary email client used, and was troubleshot regularly. Other software frequently used includes Windows Remote assistance, Cisco Meeting Place, Citrix Receiver, SAP database, SAP Advanced Analysis plug-in for Excel, Meeting Place/Time management console, Exchange Management console, Active Directory, AS400, Max Agent phone software, RSA secured token software, Extend360, Nortel VPN client, and SCCM for deploying software package installs.

Deployment Technician

Timken (Global Resources Ltd.)
07.2012 - 08.2012
  • This was a short duration deployment project for a major manufacturing company in the Canton area. The project involved upgrading current desktop computers to Windows 7 64 enterprise images, as well as backing up user data to local servers and restoring it after imaging of systems was completed.


Premium Technical Support Representative

Verizon (Plumchoice Inc.)
02.2009 - 01.2012
  • Remotely connecting to customer computers to resolve, and diagnose various program, operating system, and driver issues, with a primary focus on malware removal. The work also involved setting up customer routers, port forwarding, and best effort support of peripheral devices such as printers, hand held devices, and gaming consoles.
  • Software utilized for this job included remote vpn access software, a program for connecting remotely to customer computers called Bomgar, and a variety of programs were used for cleaning customer computers, including HijackThis, Malwarebytes, RootRepeal, Combofix, Reimage Repair, CCleaner, as well as a few company designed cleaning tools. The database used for keeping track of customer records was Netsuite.


HSI Tech Support – Tier 1

Stream International Inc.
06.2007 - 03.2008
  • Involved troubleshooting Comcast High Speed Internet connections, setup and installation of cable modems over the phone. Provisioning of cable modems to allow internet access for customers. Configuring Outlook Express to work in conjunction with Comcast e-mail servers. Educating customers about HSI features, and functionality of various company products.
  • The majority of software utilized as tools for the technical representative were all in house programs that utilized the DOCSIS protocol. Program names include SVP (an intranet page that allows remote accessibility to cable modems), CADM / ATP (an intranet page that allows the provisioning of cable modems, to enable internet access, and also provided webmail troubleshooting functionality), and Cable Data (an older text based database utility for administering customer accounts).


Level 1 Technical Support Representative

Employment Trends
05.2006 - 09.2006
  • Provided first level, over the phone, technical support to Kroger employees at store and office locations. Involved troubleshooting a variety of issues with PCs, pharmacy terminals & printers, and store point of sale hardware.
  • Troubleshooting involved use of Knowlix Informational Database and linking resolution documents to the Peregrine Service Plus ticketing application. Operating systems included Windows NT, Windows 98, Linux, and UNIX environments. Also involved troubleshooting within Citrix environments, resolving Thunderbird and Lotus Notes email issues, and drive mapping issues. Other applications/software/hardware worked with, and/or troubleshot include Kronos Time Clocks, Novell VPN, pcAnywhere, Zen Browser, Internet Explorer, and various company applications within UNIX.

Computer Support Specialist

Kaiser Permanente (Mastech)
10.2006 - 11.2006
  • This was a refresh project to replace company Dell Optiplex model 260 PCs with new Hewlett Packard Monitors and computers. Ensuring a smooth transition of user files, favorites, and software was a key aspect of the process.
  • Company PCs ran either a custom Win2k or Windows XP environment, with a selection of standard applications. Some of the applications were emulators for remoting into servers to perform their daily job routines. Other applications included Microsoft Office, Adobe Acrobat Reader, and Lotus Notes 6.5.


Tier II Desktop Support Specialist

Kaiser Permanente
10.2005 - 11.2005
  • Focused on remediation of desktop and laptop machines, imaging machines with the latest company images, general tech support for all office PCs, Printers, and some Palm Trio devices. Including support for setting up Lotus Notes 6.5, and having it synch with users’ Trio and Blackberry devices through a cellular connection. This was a two month contract position through Pomeroy IT Solutions.
  • Troubleshooting involved receipt of Remedy tickets from Tier I support, contacting the user having the issue, and usually going to their location to work on whatever issue they may be having. Incidents involved troubleshooting many different software applications, as well as PC hardware failure, printer issues, and network issues. Most user PCs were running a company Windows XP image, deployed through the Active Directory and Radia Management System.


Roll Out Tech

Bank One / Chase (Anuresources)
07.2005 - 08.2005
  • This was a rollout project for Bank One / Chase. The project involved traveling to various Bank One / Chase locations, in North East, Ohio, replacing old corporate PCs with new ones, setting up new company Windows XP images, backing up and restoring user data, making sure all network devices/printers worked accordingly, ensuring a seamless transition to the end user.
  • Software worked with was mainly the Radia deployment tool, to install new company images. The PCs were Dell Dimension 4300s.


Education

Associate of Applied Science - Biotechnology

Stark State College
01.2018

Skills

  • Experience supporting Windows 10/11, 7, XP, and limited experience with Windows Server environments and Linux/macOS
  • User account and permissions management (Active Directory, Microsoft Entra/Azure)
  • VPN configuration and network troubleshooting (TCP/IP, Zscaler)
  • System imaging and deployment using SCCM, USMT, and 1E Nomad, PXE booting
  • Failover and failback support for RAID server configurations
  • Malware detection and removal using tools such as Malwarebytes, HijackThis, ComboFix as well as various other anti-virus tools
  • Printer and peripheral device troubleshooting and support
  • Assistive technology installation and configuration (JAWS, MAGic)
  • Password Management: LAPS (Local Administrator Password Solution)
  • Enterprise Tools: SCCM, ServiceNow, Microsoft Entra, M365 Admin Center, Exchange, Citrix, SAP SRM, Remedy
  • Remote & Monitoring: Bomgar, LogMeIn, VNC, Systrack, BigFix
  • Networking VPN, TCP/IP, Zscaler, and various other network related software
  • Hardware: Desktops, laptops, Lexmark MS7111, Brother, Canon printers, mobile devices (iOS/Android)
  • Lab Equipment (Biotech): PCR, gel electrophoresis, spectrophotometry, centrifugation, Western blotting, cryo tissue sectioning

Certification

  • Comptia A+
  • Comptia Network+
  • Microsoft Certified Professional

Timeline

Tier 3 Support Representative (Fully Remote Position)

Rite Aid
11.2023 - 05.2025

Migration Technician

Securitas (Volt)
09.2017 - 02.2018

IT Support Desk

Austin Powder Company (Modis)
08.2014 - 07.2015

Deployment / Migration Tech & Team Lead

PNC Bank (Teksystems)
08.2013 - 06.2014

ACAT Analyst

Allstate Insurance (Compucom)
05.2013 - 07.2013

Desktop Support Analyst Tier 1 & 2

Bridgestone Corp. (Innosource)
08.2012 - 02.2013

Deployment Technician

Timken (Global Resources Ltd.)
07.2012 - 08.2012

Premium Technical Support Representative

Verizon (Plumchoice Inc.)
02.2009 - 01.2012

HSI Tech Support – Tier 1

Stream International Inc.
06.2007 - 03.2008

Computer Support Specialist

Kaiser Permanente (Mastech)
10.2006 - 11.2006

Level 1 Technical Support Representative

Employment Trends
05.2006 - 09.2006

Tier II Desktop Support Specialist

Kaiser Permanente
10.2005 - 11.2005

Roll Out Tech

Bank One / Chase (Anuresources)
07.2005 - 08.2005

Associate of Applied Science - Biotechnology

Stark State College

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