Michael Lambertino
Hebron,IN
Summary
Capable Technical Support Analyst experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Overview
9
9
years of professional experience
Work History
Technical Support Analyst
Winston & Strawn, LLP
Chicago, IL
06.2022 - Current
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
- Monitored service orders to completion and closed service tickets.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Used proactive monitoring procedures and tools to identify problem prevention opportunities.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
IT Technician
Town of Merrillville
Merrillville, IN
06.2016 - 06.2022
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
911 Emergency Dispatcher
Lake County 911
Crown Point, IN
01.2015 - 11.2018
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Used radio, telephone and computer system to update first responders with new information.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Took caller information, read associated computer information and documented vital details in call tracking and assignment system.
Education
CompTia A+
03.2022
Spillman Application Administration Specialist
08.2020
High School Diploma -
Lake Central High School
Saint John, IN06.2010
Skills
- Application installations
- Troubleshooting and diagnostics
- Issue diagnosis and resolution
- System upgrades
- Technical Troubleshooting
- Equipment repair
- Hardware configuration
- Computer maintenance
- Help desk assistance
- Call Center Operations
Timeline
Technical Support Analyst
Winston & Strawn, LLP
06.2022 - Current
IT Technician
Town of Merrillville
06.2016 - 06.2022
911 Emergency Dispatcher
Lake County 911
01.2015 - 11.2018
CompTia A+
Spillman Application Administration Specialist
High School Diploma -
Lake Central High School
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