Nunzio Lobello
Shelton,CT
Summary
My objective is to secure a position in a growing corporation where I can utilize my administrative, communications, and technical support skills. I am an experienced Information Technology Manager with a decade of IT leadership experience, overseeing infrastructure, application support, and security services. Committed to ensuring customer satisfaction and delivering technical solutions, I have demonstrated leadership in managing complex systems' operations, maintenance, and support. I excel in developing innovative business solutions, employing diverse methodologies, and providing engineering solutions for Yale New Haven Health. Proficient in development, technology needs assessments, and staff training, I have expertise in infrastructure, security planning, and daily operations management. With twelve years of experience in Health Care, I have been commended for delivering cost-effective system improvements, operational streamlining, and positive leadership. A detail-oriented team player with strong organizational skills, I am capable of managing multiple projects with precision. I have a track record of optimizing security standards, enhancing planning processes, and overseeing system implementation, and possess knowledge in disaster recovery planning, road mapping, and team development.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Desktop Support Manager
Yale New Haven Health System
11.2022 - Current
- Oversaw development and implementation of improvements to support network operations.
- Gained extensive knowledge in data entry, analysis and reporting.
- Delivered services to customer locations within specific timeframes.
- Identified issues, analyzed information and provided solutions to problems.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Worked flexible hours across night, weekend, and holiday shifts.
- Demonstrated leadership skills in managing projects from concept to completion.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Managed life cycle replacement of hardware and software.
- Wrote strategic business plans outlining need for departmental information technology resources.
- Coordinated secure system access of users to various department systems and platforms.
- Communicated regularly with customers concerning data exchange and technology integration.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Implemented and maintained technology and software budget.
- Liaised with other departments to minimize network interruptions and possible downtimes.
Desktop Engineer
Yale New Haven Health System
09.2019 - 11.2022
- Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results.
- Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking.
- Designed company-wide system implementation strategy, prioritizing cost-effective upgrades and update schedules.
- Led system administration, overseeing system installations across multiple facilities.
- Inspected ticket resolution performance, identifying areas of possible improvement and directing identified weaknesses to engineering supervisor.
- Trained new hires on computer and MaaS360 use and company policies.
- Developed schedule for software maintenance and updates.
- Set up and updated equipment for customer use in line with company standards and procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Monitored network performance and provided network performance statistical reports for both real-time and historical measurements.
- Prioritized, tracked and documented problem resolutions, notifying customers of issue status.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Monitored system performance to maintain system integrity.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Coordinated with systems partners to finalize designs and confirm requirements.
- Designed tailored engineering solutions for customers based upon key requirements.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Configured and installed computer systems for other sub-organizations.
- Walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Documented and updated known fixes in knowledge base for future reference.
- Managed setup and maintenance of workspace management solutions such as Citrix and MaaS360.
Tech Support / Executive Support (SOG)
Yale New Haven Health System
05.2013 - 09.2019
- Confirm all asset documentation is updated in Remedy and LANDesk
- Communicate with customer and request approval to close ticket
- Troubleshoot reported problems and collaborate with customers to investigate problems
- Accurately document the resolution in Remedy
- Inspect equipment and confirm wiring is neat
- Effectively troubleshoot various problems
- Stay vigilant for security threats and immediately remove from service devices that pose risk
- Conduct maintenance on devices and document devices that require replacements
- Demonstrate exceptional communication skills to customers and team members
- Migrate computers and printers from old to new domain in SRC campus
- Ensure device meets requirements of the customer
- Install and manage printers on print server
- DHCP server maintenance
- Windows 7 Upgrade Analyst (1000+ upgraded pcs alone)
- Backup and Restore user profiles
- Reinstall applications and restore settings
- Convert computers to VDI environment
- Validate apps work on VM and settings carry over
- Support Executives of the health system
- Mobile Support/Upgrade/Deployment for Executive members
- Maas 360 mobile installation & support for employees.
- Coordinated priority of support work based on client and business needs.
- Maintained composure when faced with difficult customer situations.
- Translated technical terminology for clients to communicate through ticket system.
- Tracked inbound support tickets to provide clear resolutions to customers.
- Provided remote software services to correct reported issue.
- Managed customer-facing FAQ and knowledgebase on media sources.
- Prepared employee schedules for maximum coverage during key hours.
- Coached employees through day-to-day work and complex problems.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Monitored employee and customer interactions to assess quality of service.
- Analyzed customer service data to identify trends, identify solutions and improve customer experience.
- Developed and maintained relationships with customers to enhance customer satisfaction.
- Created, prepared, and delivered reports to various departments.
- Collaborated with other teams to identify and resolve customer issues quickly and professionally.
- Monitored customer service metrics and provided feedback to team members, upholding quality standards.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Provided technical support to customers, troubleshooting technical issues and providing solutions.
- Managed specialist team to provide technical assistance and customer service.
Computer Repair Consultant
Nunzio LoBello Computer Repair
09.2008 - 12.2018
- Troubleshoot computers for different customers
- Reinstall/repair OS
- Hardware Upgrades/ Installations
- Mobile phone repair
- Virus removal
- Data back up.
- Supported clients with business analysis, documentation, and data modeling.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Automated system e-commerce features to improve client sales.
- Collaborated with teams to define, strategize, and implement marketing and web strategies.
- Aligned closely with business owners and employees to gather information and gain operational insight.
- Integrated technology and business operations to identify targeted solutions to customer issues.
- Implemented practices and procedures to reduce expenditures and increase savings.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Evaluated customer needs and feedback to drive product and service improvements.
- Educated staff on organizational mission and goals to help employees achieve success.
- Collected, arranged, and input information into database system.
- Developed effective improvement plans in alignment with goals and specifications.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Tech Support
TEKsystems IT Professional (Yale New Haven Hospital)
08.2012 - 05.2013
- Image new PCs and deploy them in accordance with YNHHS policies and procedure
- Migrate applicable settings and configuration from replaced device
- Leader of deploying EPIC (Electronic medical record) new hardware
- Troubleshoot pc and peripherals issues and document the outcome in Remedy
- Support the GO-Live of EPIC
- Show professionalism and respect customers and team members
- Escalate issues to the appropriate teams.
- Solved problems with products and services by providing customers with technical support.
- Positioned imaging films for review and supported technologist during film processing tasks.
- Provided technical support and expertise to facilitate office and field site visits.
Field Tech, Consultant
Vertitech IT
02.2012 - 07.2012
- Troubleshoot computers for different Clients
- Reinstall/repair OS
- Hardware Upgrades/ Installations
- Server Maintenance, Server Administration
- Virus removal
- Onsite support, Remote Desktop support.
Networking Apprentice
Porter & Chester Institute
09.2010 - 04.2012
- Assisted with support of campus network of eight servers and 125 workstations
- Virtualized multiple operating systems (XP, 7, LINUX) across networks
- Installed, maintained and troubleshot software and hardware for faculty and student body
- Detected and eliminated malicious software
- Assisted with design and implementation of wired and wireless networks.
Help Desk / Tech Support
Dymo
06.2011 - 02.2012
- Served as IT support whenever an issue occurred
- Answering all customer service issues via phone, email, chat sessions
- Performed other various technical issues.
Education
Computer Network & Technology -
Porter & Chester Institute
Stratford, CT04.2012
Skills
- Mac & PC platform
- OS Vista, XP and Windows 7
- MS Office
- PowerPoint, Publisher
- Outlook
- Networking Setup
- Command line
- Mobile Repair
- Active Directory
- Maas 360 Support
- Virus Removal
- Incident Management
- Patch management
- Mobile Device Management
- Virtualization Technologies
- Asset Management
- Application support
- IT Security Management
- System Configuration
- Network Administration
- Hardware support
- Knowledge management
- Problem Resolution
- Software Licensing
- Disaster Recovery Planning
- Escalation management
- User Account Management
- Budget Administration
- Self Motivation
- Department management
- Professionalism
- Task Prioritization
- Time Management
- Product Development
- IT infrastructure proficiency
- Written Communication
- Adaptability and Flexibility
- Staff hiring
- Infrastructure development
- Professional Demeanor
- Project Planning
- Budget Control
- Problem-Solving
- Organizational Skills
- Operational Reporting
- Effective Communication
- Team Collaboration
- Agile framework
- End point configurations
- Project Leadership
- Security Planning
- Teamwork and Collaboration
- Equipment procurement
- Continuous Improvement
- Interpersonal Communication
- Attention to Detail
- Project Coordination
- Multitasking Abilities
- Team building
- Reliability
- Excellent Communication
- Project lifecycle management
- Infrastructure Planning
- User Support
- Goal Setting
- Problem-solving aptitude
- Technology Integration
- Problem-solving abilities
- Adaptability
- Scope Definition
- Requirements Analysis
- System Integration
- Active Listening
- Analytical Skills
- Interpersonal Skills
- Time management abilities
- Relationship Building
- Multitasking
- Decision-Making
- Analytical Thinking
Certification
- MCP Certified - 70-270
- A+ Certified - 701,702
- Network+
- MCDST for XP
- A+
- Security
- IFE - Managing for Excellence (For Managers)
- IFE - Interviewing and Selection (For Managers)
- IFE - Performance Feedback and Evaluation (For Managers)
- IFE - Building Effective Teams (For Managers)
- Kronos Time Keeper (For Managers)
- INFOR Manager Space Overview Training (For Managers)
References
References available upon request
Accomplishments
- Achieved Manager 2 promotion in 1 year by completing many Tasks with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Achieved cost savings by introducing New coverage & on-call structure for after hours support to eliminate 2nd & 3rd shifts across 7 Hospitals
- Documented and resolved onboarding for new techs which led to overall boost in morale and longer stay.
- Collaborated with many ITS teams in the development of a self automated ServiceNow ITS Catalog
- Achieved collaboration and communications between many teams across Yale New Haven Hospitals
- Managed/coached/mentored team of 45 staff members.
- created weekly team meetings with ITS coordinators across all Delivery Networks
Timeline
Desktop Support Manager
Yale New Haven Health System
11.2022 - Current
Desktop Engineer
Yale New Haven Health System
09.2019 - 11.2022
Tech Support / Executive Support (SOG)
Yale New Haven Health System
05.2013 - 09.2019
Tech Support
TEKsystems IT Professional (Yale New Haven Hospital)
08.2012 - 05.2013
Field Tech, Consultant
Vertitech IT
02.2012 - 07.2012
Help Desk / Tech Support
Dymo
06.2011 - 02.2012
Networking Apprentice
Porter & Chester Institute
09.2010 - 04.2012
Computer Repair Consultant
Nunzio LoBello Computer Repair
09.2008 - 12.2018
Computer Network & Technology -
Porter & Chester Institute
- MCP Certified - 70-270
- A+ Certified - 701,702
- Network+
- MCDST for XP
- A+
- Security
- IFE - Managing for Excellence (For Managers)
- IFE - Interviewing and Selection (For Managers)
- IFE - Performance Feedback and Evaluation (For Managers)
- IFE - Building Effective Teams (For Managers)
- Kronos Time Keeper (For Managers)
- INFOR Manager Space Overview Training (For Managers)
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