Jesse Bruno
Pompton Plains
Summary
Dependable IT Support Technician with 6+ years of helpdesk experience Assist end-users with complex technical issues communicating complicated concepts clearly
Overview
7
7
years of professional experience
Work History
IT Help Desk Tech
Alvogen
05.2025 - Current
- Provided timely technical support and troubleshooting for hardware and software for users in our 500+ users in our New Jersey and New York offices.
- Implemented and maintained our IT help desk ticketing system to track and resolve user requests efficiently in Manage Engine.
- Managed user accounts, security groups and permissions in Active Directory.
- Assisted in the deployment and configuration of new hardware and software for laptops and iPads.
Help Desk Analyst
Stephen Gould Corp.
Madison, NJ, USA
10.2022 - 05.2025
- Provided technical support for users across all our offices in the USA as well as international ranging from 600-1000 employees.
- Closed 10-30 tickets per week.
- Used Manage Engine and Desktop Central as our main ticketing and remote tools.
- Provided support for OS including Windows and Mac/iPad OS.
- Assisted in sending in laptops for repair with DELL depending on damage given to the laptop.
- Imaged laptops to get them set for new hires.
- Maintained user accounts in Active Directory involving password resets and terminations.
- Collaborated with team members to ensure users get proper support.
- Setup workstations within the office for new users and resolved issues with workstations as they came up.
IT Support Technician
Mativ
Orangeburg, NY, USA
07.2021 - 10.2022
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Assisted in the decryption of server files due to a Ransomware attack
- Maintained records, logs and lifecycle documentation of work requests.
Entry Level IT Technician
CA Ferolie
Montvale, NJ, USA
10.2018 - 07.2021
- Researched and evaluated products to assist in installation or upgrade of systems.
- Responded to user requests for service, determined nature and extent of support needed to help develop solutions.
- Gave hands-on support to end-users and educated staff on personalized support.
- Used ServiceNow as our main ticketing system.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Used TeamViewer to assist clients with technical and product questions.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
Education
Bachelor of Science - Information Technology
Montclair State University
05.2017
Skills
- System Maintenance and Repair
- Application Support
- Error Detection
- Teamwork and Collaboration
- Customer Service Support
- Microsoft Windows and Office
- Technical Troubleshooting
- Issue and Resolution Tracking
- Ticketing Management
- Software Installs
Timeline
IT Help Desk Tech
Alvogen
05.2025 - Current
Help Desk Analyst
Stephen Gould Corp.
10.2022 - 05.2025
IT Support Technician
Mativ
07.2021 - 10.2022
Entry Level IT Technician
CA Ferolie
10.2018 - 07.2021
Bachelor of Science - Information Technology
Montclair State University