Summary
Overview
Work History
Education
Skills
Certification
TECHNOLOGY PROFICIENCES
Help Desk Experience
Timeline
background-images
Paul Tannura III

Paul Tannura III

Plainfield,IL

Summary

Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality.

Overview

9
9
years of professional experience
1
1
Certification

Work History

IT Security & Network Analyst

FAA
10.2023 - 01.2025
  • Plan, install, configure, test, implement, and manage the systems environment in support of the FAA's IT architecture and business needs.
  • Provide customer assistance and training. Deliver installation, configuration, and troubleshooting services.
  • Plan and coordinate installation, testing, operation, troubleshooting, and maintenance of hardware and software systems.
  • Plan, design, develop, test, implement, and manage internet, intranet, and extranet activities, including system/application development and technical management of websites.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Managed hardware and software inventory, ensuring timely updates and replacements as needed.
  • Walked individuals through basic troubleshooting tasks.

Service Desk/ Telematics Analyst

Armstead Transportation LLC
08.2021 - 10.2022
  • Analyzed data from telematics systems in order to identify opportunities for improving fuel efficiency across the entire fleet.
  • Streamlined fleet operations by implementing advanced telematics and GPS tracking systems.
  • Led adoption of telematics technology to monitor vehicle and driver performance, enhancing operational transparency.
  • Proactively identified recurring issues and worked with relevant departments to implement solutions.
  • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.

Service Desk Analyst role

Herc Rentals
07.2020 - 09.2023
  • Support Herc based applications and infrastructure for all North America.
  • Analyze user needs, facilitate support, and provide complete solutions whenever possible.
  • Communicate issues and opportunities to Service Desk leadership.
  • Respond to and resolve issues within Service Level Agreement timeframes.
  • Provide top-tier customer support for all Herc users, including Senior and C-Level management.
  • Be able to ask efficient probing questions and use working knowledge of Herc systems to determine the root cause of any issue as quickly as possible.
  • Engaged in user support interactions via telephone, chat and email platforms.
  • Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for endusers.
  • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.

Server

Ocean Prime
11.2018 - 05.2021
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
  • Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
  • Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.

Server

Mediterrano
04.2016 - 10.2018
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Coordinated with kitchen staff to ensure timely delivery of orders, resulting in satisfied customers.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Maximized table turnover rate by managing reservations and seating arrangements.
  • Boosted repeat customer rates, remembered regular guests' preferences and greeted them by name.
  • Trained new staff on menu knowledge and service protocols, raising team's overall performance.
  • Utilized knowledge of menu to make recommendations, enhancing customer dining experience.
  • Streamlined order-taking process to minimize wait times for diners.

Education

Associates - Computer Science

Orange County Community College
Middletown, NY
05.2009

Regents HS Diploma -

Minisink Valley High School
Minisink Valley, NY

Skills

  • Problem Solving
  • Analytical Thinking
  • Communication
  • Dependability
  • Adaptability
  • Resolve Conflict
  • Thoroughness
  • Professionalism
  • Network troubleshooting
  • End user support
  • Network device monitoring
  • Network access control
  • Analytical thinking
  • Network performance monitoring
  • Documentation and reporting
  • Staff training

Certification

  • CompTIA A+
  • Microsoft 365 Certified: Fundamentals
  • MTA: Windows Server Administration Fundamentals
  • MTA: Windows Operating System Fundamentals
  • CompTIA Security+

TECHNOLOGY PROFICIENCES

  • Ticketing: Freshdesk, ServiceNow
  • Software: MS Office, Office 365, Outlook, Cisco AnyConnect, Duo, Slack, Zoom
  • Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS, Active Directory
  • Platforms: Windows 7-10 Enterprise, macOS, Android, iOS, Chrome OS

Help Desk Experience

  • Installed and setup VirtualBox, Windows Server 2016/19/22, linked clones, and RDP.
  • Created and modified Active Directory template user accounts to hold various properties.
  • Configured Window Server 2016/19/22 domain settings, server name, TCP/IP settings, and remote desktop.
  • Created and linked Group Policy Objects (GPO) in Active Directory.
  • Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.

Timeline

IT Security & Network Analyst

FAA
10.2023 - 01.2025

Service Desk/ Telematics Analyst

Armstead Transportation LLC
08.2021 - 10.2022

Service Desk Analyst role

Herc Rentals
07.2020 - 09.2023

Server

Ocean Prime
11.2018 - 05.2021

Server

Mediterrano
04.2016 - 10.2018

Associates - Computer Science

Orange County Community College

Regents HS Diploma -

Minisink Valley High School

Similar Profiles

CREATE PROFILE