JOSEPH GAGLA
Willingboro,NJ
Summary
Results-oriented Desktop Support Engineer with 10+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro/ Windows 11, macOS and Active Directory.
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.
Overview
1
1
year of professional experience
1
1
Certification
Work History
MANUFACTURING LOGISTICS & LABS SYSTEMS / DESKTOP SUPPORT
JOHNSON&JOHNSON / KENVUE
2023.03 - 2024.04
- Technical and system expertise (networking, active directory, DNS)
- Problem Management (PRB) on ServiceNow
- Change Management (CHG)
- Configuration Management Data Base (CMDB)
- Service Request.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Contributed to the development of disaster recovery plans designed to minimize business disruptions caused by unforeseen events or emergencies affecting IT systems.
- Conducted thorough evaluations of new technology solutions before implementation, ensuring compatibility with existing infrastructure requirements while meeting organizational needs for growth and innovation opportunities.
- Implemented monitoring tools that identified potential issues in real-time, allowing for rapid response to minimize downtime.
DESKTOP SUPPORT TECHNICIAN L2 / MANUFACTURING LOGISTICS & LABS SYSTEMS (MLL)
JOHNSON&JOHNSON / KENVUE
2023.03 - 2024.03
- AV Support Via ZOOM / Teams
- Enhanced helpdesk ticketing system, resulting in 30% reduction in support call turnaround time.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
- Contributed to increased operational efficiency by creating comprehensive documentation for internal knowledge base and troubleshooting guides.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Performed routine backups of critical data to prevent loss due to unforeseen events or system failures.
- Developed strong relationships with colleagues across departments, fostering a collaborative environment for troubleshooting complex technical issues.
ON SITE IT TECHNICIAN & END USER SUPPORT
RBC Wealth Management
2023.03 - 2023.04
- Assist taking down existing SFF workstations and setting up new laptop workstations (2x smart monitors, laptop, associated cabling)
- Delivered high-quality technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security
- Installed and updated/upgraded hardware and software and executed various administrative duties as required
- Primary Monitors configured to Laptop using USB Cable type Connect Laptop to Primary Monitor
- Connecting the Primary Monitor & Separate Phone to Ethernet connection.
- Utilized remote desktop tools effectively for off-site troubleshooting assistance when required.
- Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
- Responded to emergency situations quickly and professionally, mitigating potential damage from viruses or other threats to organizational systems/data integrity.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Streamlined IT processes by implementing effective troubleshooting techniques for common problems.
Education
Cybersecurity Roles, Processes & Operating System Security - INTRODUCTION TO CYBER SECURITY
Coursera
CERTIFICATION07.2022
Introduction To Cybersecurity Tools & Cyber Attacks - INTRODUCTION TO CYBERSECURITY
Coursera
CERTIFICATION07.2022
Skills
- Windows Operating System
- Remote Desktop Support
- End-user support
- Ticketing system proficiency
- Printer and Peripheral Support
- Hardware Installation
- Software Installation
- Active Directory Management
- Local Area Networking
- IT security protocols
- Data Security
- Mac OS Operating System
- TCP/IP
- LAN/WAN
Softskills
Able to understand technical concepts and can develop ways to help others learn. Ability to solve complex problems with innovative solutions. Ability to manage multiple priorities. Ability to quickly and proactively gain an understanding of the client's business problems and deliver solutions and recommendations to solve., Excellent interpersonal skills with a proven ability to collaborate with a team. Excellent analytical and problem-solving skills. Extensive knowledge of computer systems and programming. Excellent organizational skills and attention to detail. Team orientation. Able to persuade, influence and negotiate with staff and vendors in critical situations. Able to motivate others and work cooperatively in a group to achieve common goals., Able to sit at a desk and grasp writing instruments. Able to manipulate fingers to perform keyboard strokes on a computer. Mobile between buildings. am also able to lift 40lbs without issue and move it from under a desk to a cart and vice versa., Fluent in English
References
- Tiffany Howard, Program Manager II AT (ATOS), 978.726.2955, Tiffany.Howard@wwts.com
- Adron Brinkley, A3 Solution (Asst Branch Manager), backofficeoperations@a3-inc.com, (940)366-6285
- Cheryl Rogers, Corporate Events Manager, Crogers@plmr.com, (619)710-9411
Certification
Cybersecurity Tools & Cyber Attacks
Timeline
MANUFACTURING LOGISTICS & LABS SYSTEMS / DESKTOP SUPPORT
JOHNSON&JOHNSON / KENVUE
2023.03 - 2024.04
ON SITE IT TECHNICIAN & END USER SUPPORT
RBC Wealth Management
2023.03 - 2023.04
DESKTOP SUPPORT TECHNICIAN L2 / MANUFACTURING LOGISTICS & LABS SYSTEMS (MLL)
JOHNSON&JOHNSON / KENVUE
2023.03 - 2024.03
Cybersecurity Roles, Processes & Operating System Security - INTRODUCTION TO CYBER SECURITY
Coursera
Introduction To Cybersecurity Tools & Cyber Attacks - INTRODUCTION TO CYBERSECURITY
Coursera
Cybersecurity Tools & Cyber Attacks
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