Summary
Overview
Work History
Education
Skills
Timeline
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Mario Bertoni

Specialist
Brandon,FL

Summary

Experienced professional in Windows/Mac operating systems. Passionate in troubleshooting complex problems and making the complicated simple. Enjoy building gaming desktops and keeping up to date on the latest technology. Hardworking employee enthusiastic about learning the IT field inside and out. Pursues opportunities to learn new skills and contribute to group success. Offers strong administrative, relationship-building and problem-solving abilities.

Overview

10
10
years of professional experience
10
10
years of post-secondary education
2
2
Languages

Work History

Software Support Technician

Nextech Solutions
Tampa, Florida
05.2023 - Current
  • Installed and configured operating systems and applications.
  • Assisted in development of system security protocols.
  • Installed, configured and maintained computer systems and network connections.
  • Generated reports to track performance and analyze trends.
  • Responded to customer inquiries and provided technical assistance over phone .
  • Created user accounts and assigned permissions.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Managed up to 50 customer calls per day.

Specialist

Apple Inc
Tampa, FL
06.2022 - 06.2023
  • Build rapport with existing customers and prospects to discuss business needs and recommend optimal solutions.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Configured hardware and granted system permissions to new employees.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured and tested new software and hardware.
  • Followed all company policies and procedures to deliver quality work

Assistant to Lead Web Developer

Global Cyran Media Solutions
Pittsburgh, PA
01.2014 - 03.2019
  • Facilitated best user experience through continuous support and communication of system changes.
  • Performed daily system monitoring, verifying integrity and availability of hardware, server resources, systems and key processes.
  • Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
  • Built and refined powerful machine learning models that automated decisions, prioritized work and changed behavior of products in real time.
  • Attended regular client meetings to report project progress and address questions.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Promoted efficiency among departments with prompt resolution of system issues.

Education

High School Diploma -

Woodland Hills High School
Pittsburgh, PA
08.2009 - 08.2012

Public Safety And Medicine -

Community College of Allegheny County
Pittsburgh, PA
07.2010 - 08.2012

Certification in Public Safety -

Allegheny County Fire Academy
Pittsburgh, PA
09.2009 - 06.2014

Skills

    Mac OS

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Timeline

Software Support Technician

Nextech Solutions
05.2023 - Current

Specialist

Apple Inc
06.2022 - 06.2023

Assistant to Lead Web Developer

Global Cyran Media Solutions
01.2014 - 03.2019

Public Safety And Medicine -

Community College of Allegheny County
07.2010 - 08.2012

Certification in Public Safety -

Allegheny County Fire Academy
09.2009 - 06.2014

High School Diploma -

Woodland Hills High School
08.2009 - 08.2012
Mario BertoniSpecialist