JOHN DININO
Spring Valley
Summary
Dependable IT Specialist experienced in user support and help desk operations. Elevated team productivity through effective supervision and managed critical support for executive management on a 24/7 basis. Focused on maintaining high customer satisfaction and adapting to fast-paced environments, contributing to organizational success.
Overview
2
2
years of post-secondary education
11
11
years of professional experience
Work History
IT Level II Support
Refuah
Spring Valley
01.2023 - Current
- Delivered Tier 2 technical support to 200+ end users in on-site and remote environments, ensuring timely resolution of issues.
- Administered and supported Microsoft 365 (formerly Office 365), including user provisioning, license management, and security policies.
- Managed Microsoft Exchange Online mailboxes, shared mailboxes, distribution groups, and mail flow rules.
- Collaborated with diverse coworkers to address product and service issues, fostering a supportive team environment.
Mobile Tech Lead/Executive Support Lead
Volvo Cars
Mahwah
01.2020 - 01.2023
- Supervision & Training: Enhanced team productivity through targeted training and productivity strategies, showcasing leadership and mentoring skills.
- Acted as the primary point of contact for C-Suite members, providing 24/7 support for executive management issues during the NFL season.
- Help Desk Management: Managed inbound support tickets to ensure timely resolutions for customers and sustained high customer satisfaction ratings through proactive service management.
- Supervision & Training: Elevated team productivity and performance using improved training and productivity strategies, demonstrating leadership and mentoring capabilities.
- Oversaw mobile incident management and request handling to ensure efficient customer support.
Helpdesk Support Technician
Caredesign NY
Albany
01.2018 - 01.2020
- Accountability: Acted as the sole point of contact for all Lower Hudson Valley IT issues.
- Onboarding/Offboarding: Managed the process for computer setups, equipment distribution, and inventory tracking. Created, removed, and edited user accounts across G-suite and Office 365.
- Onboarding/Offboarding: Oversaw computer setups, equipment distribution, and inventory tracking, managing user accounts across G-suite and Office 365.
- Managed IT ticketing system to track and resolve issues efficiently.: Managed tracking and assisted with tickets from open to completion.
Helpdesk Support Technician
VJ Networks
Garnerville
01.2016 - 01.2018
- Provided initial contact for over 35 clients through phone and email.
- Resolved incoming queries and issues related to computer systems, software, and hardware, ensuring timely support for clients.
- Created and edited all mail accounts as Exchange Admin, including creating and assigning email groups, delegating shared mailbox access, and managing mail traces.
- Coordinated account setup for newly acquired companies, facilitating smooth integration into existing systems.
Education
Comptia A+ Certfication -
Bachelor of Science - Computer Networking
Lincoln Technical Institute
Paramus, NJ 01.2011 - 01.2013
Skills
- Office 365 Admin
- Active Directory
- Intune
- MDM Experience
- Microsoft Azure
- Windows 10
- Windows 11
- Mac OS support
- Service Now
- Connectwise
- Freshservice
- User/Tech Training
- Documentation
- Customer Service
- Offboarding/Onboarding
Timeline
IT Level II Support
Refuah
01.2023 - Current
Mobile Tech Lead/Executive Support Lead
Volvo Cars
01.2020 - 01.2023
Helpdesk Support Technician
Caredesign NY
01.2018 - 01.2020
Helpdesk Support Technician
VJ Networks
01.2016 - 01.2018
Bachelor of Science - Computer Networking
Lincoln Technical Institute
01.2011 - 01.2013