Marc Pinto
Phoenix,AZ
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Experienced System Support Engineer Lead familiar with user support and root cause analysis. Advanced knowledge of Windows/Macs operations and dedication to see issues through to end. Works well in remote and desk-side environments. Successful at using judgment and advanced technical acumen to make positive impact on Campus. Forward-thinking and resourceful professional with diligent mindset and disciplined approach. Subject Matter Expert in Windows/Mac and interpersonal skills. First-rate Senior System Support Engineer with 28 years of experience offering outstanding support to users of various levels. Established reputation as sharp technology expert when working with customers to identify and deploy solutions. Professional Project Management Specialist with experience working with teams to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
28
28
years of professional experience
2
2
Certification
2
2
years of post-secondary education
Work History
Senior System Support Analyst Lead
Arizona State University, Downtown Campus
Phoenix, AZ
01.2015 - Current
- Manage and supervise technicians and student workers.
- Budgeting for new/refresh systems
- Performed disposal of no longer needed equipment
- Performed root cause analysis and general troubleshooting.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Configured hardware, devices and software to set up work stations for employees.
- Proficient in Windows Active Directory,SCCM, and Mac Jamf.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Collaborated with outside departments to implement system-wide improvements.
- Set up and administered Windows 10, Mac and iPad systems and configurations.
- Utilized and delegate tickets using ServiceNow and Salesforce.
- Event/Classroom Support
- Supporting Staff/Faculty/Students/Alumni from around the world with their technology needs.
- Devised solutions to operations issues related to Windows/Mac/iPad and Office/Email/Printing, working closely via phone, email, live chat and web teleconference.
- Maintain campus fleet Canon printers, and student Pharos printer. Coordinate printer installs and repairs with Canon Technician.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Technical Support Team Lead
Thunderbird School Of Global Management
Phoenix, AZ
10.1994 - 12.2014
- Supervise Helpdesk daily operations including technicians and student workers
- Provide direct interface and technical support for up to 300 staff, faculty, research faculty, Emeritus, and up to 1,600 on-campus students
- Provide high proficiency, guidance and solutions for Windows XP, Win 7, Win 8, Win 10, and all MAC operating systems and products.
- Proficient in Microsoft Office Suite including Outlook for Apple and Windows computers.
- Technology liaison for Thunderbird campus executive leadership with the ability to define, adapt, develop, and implement technology hardware and software solutions to meet the security needs of the school and individual departments
- Project management for IT projects related to applications, infrastructure, tools, networking, software, and security, budget and expectations ensuring the goals are accomplished in accordance with priorities, timelines, funding limitations, scope and other specifications.
- Single point of contact for campus-wide Wi-Fi concerns, troubleshooting and configuration
- Collaborated with team in creation of department technology plans, IT security policies and procedures.
- Managed annual risk assessment, develop and implement corrective action plans.
- Provides expert knowledge and support for cell phones, iPad, mobile devices including iOS and Android devices.
- Experience in Active directory and/or Open directory; Network TCP/IP, Ethernet, and wireless troubleshooting.
- Proficient in Microsoft Office Suite including Outlook for Apple and Windows computers.
- Technology liaison for campus departments advocating interests and technology needs by communicating department requests to project team
- Maintain consistent communication with campus on technology topics, help with technology planning, and updating website for IT help topics
- Support remote users, setup printers, move IT equipment, provide inventory information, optimized all computers.
- Trouble-shoot campus network infrastructure, including network switches, routers and Wi-Fi access points.
- Collaborated with Network Administrators and Programming teams, active directory and group policies, to deploy Windows 7, Office 2010, Office 2013 and other software.
- Maintain campus fleet Xerox printers, and student Pharos printers. Coordinate printer installs and repairs with Xerox Technician.
- Create and maintain Windows 7 and Win 8 images deployed to all campus desktops and laptops, including latest patches, updates, and all pertinent drivers for the college hardware (Dell and HP), sanitize laptops, and prepare for re-deployment,
- Assist in campus and conference services event setup and teardowns.
- Research, recommend, purchase, and install unique hardware and software.
- Utilized ticketing system (HEAT), to generate and respond to issues/request from staff, faculty and students.
- Responsible for the bench room, including asset Inventory, Management, and sustainable recycling of retired or salvaged equipment.
- Trouble-shoot campus network infrastructure, including network switches, routers and Wi-Fi access points.
- Administer software updates on remote desktop inventory (Windows 2008-R2).
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
• Associate of Applied Science - Electronics And Communications Engineering
DeVry University
Phoenix, AZ 07.1994 - 02.1996
Skills
- Microsoft Office Suite
- Adobe Products
- Microsoft Windows
- Apple Workstations, Laptops and mobile devices
- Latest Dell and HP Workstations and Laptops
- Latest Antivirus and Malware software
- Microsoft Server Administer 2008 R2
- Jamf Casper (Administer software Macs)
- Active Directory/SCCM Administer
- Collaboration
- Conflict Resolution
- Customer Service
- Self-motivated professional
- Good listening skills
- Decision Making
- Responsible
- Teambuilding
- Leadership
- Organization and Time Management
Certification
- A+ Certification 1996
- Six Sigma Green Belt Project Management Certification 2018
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior System Support Analyst Lead
Arizona State University, Downtown Campus
01.2015 - Current
Technical Support Team Lead
Thunderbird School Of Global Management
10.1994 - 12.2014
• Associate of Applied Science - Electronics And Communications Engineering
DeVry University
07.1994 - 02.1996
- A+ Certification 1996
- Six Sigma Green Belt Project Management Certification 2018
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