Microsoft Office
Michael Bellino
Summary
Experienced leader with a strong background in guiding teams, managing complex projects, and achieving strategic objectives. Known for a collaborative approach and commitment to excellence. Thorough team contributor with strong organizational capabilities, gained extensive experience in handling numerous projects simultaneously while maintaining accuracy. Effective at prioritizing tasks and consistently meeting deadlines. Possesses skills to identify opportunities for technological enhancements and implement effective solutions. Thrives in fast-paced environments and drives technological advancements.
Overview
21
21
years of professional experience
Work History
Academic IT Support Team Lead – Levy Library
Icahn School of Medicine at Mount Sinai Hospital
01.2014 - 01.2021
- Provide troubleshooting and Help Desk solutions to hospital and school employees and students by phone/email on an Active Directory environment including deployment of software, management of permission levels, troubleshooting operating systems and connectivity issues
- Act as a mentor, team lead and resource for other team members as well as training of new hires
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
- Create support documentation for end users as well as IT staff
- Support of Windows 10 and Mac OSX as well as Microsoft Office / 365 Apps and Adobe Creative Suite on both PC and Mac
- Troubleshoot G-Suite issues for faculty and students
- Create, Modify and Troubleshoot Zoom, Azure, Google, Active Directory and Box Accounts
- Unlock / Reset / change logon passwords using an internal web application as well as Active Directory
- Register end users for VPN access (laptops/pcs/mac, mobile devices / RSA Hard Token) via Symantec VIP Access as well as support/install F5 client and assist with VPN issues
- Open/Close/Manage/Assign/Escalate help desk tickets using Opas Remedy, Service Now, DSOM and Zendesk ticketing system to appropriate IT departments as well as team members
- Setup exchange email and Wi-Fi connectivity on all mobile device platforms
- Remote assistance and software install via Dameware, Remote Desktop, Remote Connection or LogMeIn Rescue
Help Desk Specialist – College Libraries
Iona College
01.2013 - 12.2013
- Provide information technology and library circulation desk support to members of the college community which included laptops/desktops, local and network printers, copiers, microfiche readers, workstations, DVDs, VCRs, projection systems, etc
- Worked with document imaging technologies and deployment software.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Branch Systems Administrator for Information Technology
Bank of America / Merrill Lynch
01.2007 - 01.2012
- Keep IT resources for three office branches using HP equipment with ~200 users operating at peak performance; install, repair, configure and maintain a wide range of computers, IP phones, smartphones, printers, faxes, and related peripherals.
- Place IT and office resource orders, manage inventories and review expense reports to identify billing inaccuracies
- Attended meetings to deliver status reports to key stakeholders.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Planned and implemented upgrades to system hardware and software.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Provided executive level support to the Managing Director and Regional Managing Director of the Private Banking Division as well as support to some of Barron's Magazine Top 100 Financial Advisors.
- Slashed IT support costs by diagnosing and resolving problems in-house, eliminating need for external vendor support and parts.
- End user instruction on technology ranging from written documents, one on one instruction, and training classes.
- Responsible for onboarding as well as terminating employees in the system and creating security access cards and providing floor/door access.
- Manage and update inventory of all company owned and leased equipment (Desktops, Displays, Printers, Copiers and Server Equipment).
- Ensure warranty, maintenance and replacement on all major assets and peripheral devices such as Desktops, Workstations, Copiers, Phones, Mobile devices, Tablets and Laptops.
- Coordinated opening of new remote branch office locations; took point on ordering equipment, interfacing with vendors, and providing onsite support at new locations to ensure smooth opening and transition.
Service Support Representative / NYC Team Lead for Merrill Lynch
IBM
09.1999 - 01.2006
- Performed a full range of IT support services for multiple clients: set up local area networks (LAN), servers, and workstations, installed and configured Windows operating systems
- Installed and configured IBM and IBM-compatible PCs, scanners, printers, peripherals, and financial company software for brokers, providing world-class hardware and software support directly onsite
- Provided Break-Fix Desktop Support as well as Help Desk Level 1, 2 & 3 support
- Team Lead on Merrill Lynch account supervising around 15 to 25 technicians for all major refresh projects in converting workstations over to a new operating system as well has hardware refreshes
- Delivered expert technical and administrative support to brokers, meeting user needs quickly in fast-paced trading floor environment as well as spearheading the deployment of new hardware equipment and relocation of branch offices
- Visited client sites and coordinated with Project Managers to set client specific goals and schedules for the project and target date/time
Education
Bachelor of Science -
Iona College
New Rochelle, NYSkills
- Technical support
- Escalation management
- Customer service management
- Goal oriented
- Call center experience
- Technical support scheduling
- IT service management
- Application support
- Team leadership
- Incident management
- Task delegation
- Team collaboration and leadership
- Staff training, development, coaching and mentoring
- Office administration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
- Trained and led technical support teams of more than 3 support specialists.
- Supervised team of 3 staff members.
- Recipient of individual and departmental awards for providing stellar client service.
Work Preference
Work Type
Full TimePart TimeContract WorkWork Location
On-SiteRemoteHybridImportant To Me
Company CultureFlexible work hoursWork from home optionHealthcare benefitsCareer advancementWork-life balanceTeam Building / Company RetreatsPaid sick leavePaid time off4-day work weekPersonal development programsSoftware
Remedy
ServiceNow
Adobe Acrobat
Adobe Photoshop
Interests
Photography
Classic Cinema
Biographies
Timeline
Academic IT Support Team Lead – Levy Library
Icahn School of Medicine at Mount Sinai Hospital
01.2014 - 01.2021
Help Desk Specialist – College Libraries
Iona College
01.2013 - 12.2013
Branch Systems Administrator for Information Technology
Bank of America / Merrill Lynch
01.2007 - 01.2012
Service Support Representative / NYC Team Lead for Merrill Lynch
IBM
09.1999 - 01.2006
Bachelor of Science -
Iona College
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