John D’Errico, Jr.
Billerica,USA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Premier Technical Team Lead
Lenovo
10.2022 - Current
- Provide technical leadership to Technical Support Specialists, aiding them in resolving customer issues efficiently
- Work with customers on complex technical escalations, collaborating with Level 2, Sales, and Technical Account Managers to promptly resolve customer issues
- Manage customer expectations and communicate effectively with customers regarding technical issues
- Oversee and manage agent call times, providing solutions to wrap up calls efficiently, including taking over long calls when needed
- Assist in identifying opportunities to improve the customer support experience, and work with internal teams to implement changes
Premier Technical Support Specialist
Lenovo
11.2020 - 10.2022
- Assist customers and field technicians by phone to diagnose PC problems and provide resolutions
- Diagnose, troubleshoot and resolve a range of computer software, hardware and connectivity issues
- Identify hardware issues and dispatch technicians and necessary parts for 1st time resolution
- Document all issues and troubleshooting performed in Microsoft Dynamics
- Actively monitor and follow through with all tickets created to resolution within SLA
- Mentor new hires on the premier support inbound call process
Deskside Support Engineer
Lenovo
11.2018 - 11.2020
- Company Overview: (Contract through Addison Group)
- Respond to, troubleshoot & resolve IT tickets and work orders submitted
- Document all issues and troubleshooting performed in Remedy ticketing system
- Perform minor hardware repairs and upgrades following design specifications
- Coordinate with hardware repair depot for major hardware repair and parts replacement
- Configure and deploy all new systems with corporate image (system refreshes and new hires)
- Support Cisco VPN, Office 2016 / O365, Windows 10 and other common apps
- (Contract through Addison Group)
Helpdesk Support Specialist
Kodak Alaris
10.2014 - 11.2018
- Company Overview: (Contract through Adecco)
- Respond to end user issues using Phone, Live Chat, E-mail & deskside
- Collaborated as part of a small team and prioritized tickets
- Ability to use Active Directory to research, resolve issues & reset user account passwords
- Diagnose, troubleshoot and resolve a range of computer software, hardware and connectivity issues
- Global Protect (VPN), Office 2013 / 2016, Windows 7 / 10, Intune, Apple / Android phones
- Documented all issues and troubleshooting performed in ticketing system
- Point of contact for all IT assets on site / Assisted with Windows 10 deployment
- Successfully written IT documentation & successfully trained several helpdesk employees
- (Contract through Adecco)
Education
Bachelor of Science - Computer Science
Framingham State University
Framingham, MA12-2013
Associate of Science - Computer, Software, And Networking Technology
Middlesex Community College
Bedford05-2010
Skills
Ability to troubleshoot and solve problems
Experience with PC hardware and building PCs
Ability to learn independently & work in a team
Experience with Windows 7 - 11, Linux, Android & iOS Operating Systems
Knowledge of Microsoft 365, Word, PowerPoint, Excel, Access & Outlook
Certification
- CompTIA A+ June 2019
Timeline
Premier Technical Team Lead
Lenovo
10.2022 - Current
Premier Technical Support Specialist
Lenovo
11.2020 - 10.2022
Deskside Support Engineer
Lenovo
11.2018 - 11.2020
Helpdesk Support Specialist
Kodak Alaris
10.2014 - 11.2018
- CompTIA A+ June 2019
Bachelor of Science - Computer Science
Framingham State University
Associate of Science - Computer, Software, And Networking Technology
Middlesex Community College
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