Roger T LaCourse
Mechanicville,NY
Summary
Detailed oriented IT Specialist with advanced proficiency in Cisco Networking technologies, Microsoft 365 administration and enterprise support operations. Demonstrates high quality technical assistance, resolving complex issues and elevating end user satisfaction. Adept at managing high pressure workloads, coordinating with cross functional teams and recognized for rapid adaptability. Presents strong analytical skills, and commitment to operational excellence in dynamic IT environments.
Overview
20
20
years of professional experience
Work History
Help Desk support Technician II
Broadview FCU
Albany, New York
09.2024 - Current
- Demonstrated self-motivation and personal responsibility in managing support tickets and resolving user issues.
- Collaborated with team members and worked independently to troubleshoot and resolve technical problems.
- Proven ability to learn quickly and adapt to new situations.
- Adapted quickly to fast-paced support environments, ensuring timely resolution of user inquiries.
Help Desk Specialist II
PNJ Technology Partners
Albany, NY
01.2020 - Current
- Provided Tier level 2 support in a managed service provider setting.
- Troubleshot and resolved Windows OS, Microsoft 365, Teams, OneDrive, SharePoint and business applications.
- Resolved escalated tier 1 tickets involving hardware, software and account access.
- Provided expert support to tier 1 technicians, ensuring efficient issue resolution.
- Managed Active Directory accounts to include group permissions, memberships and MFA support.
- Provided support with onboarding/offboarding workstations imaging and device deployments.
- Balanced high ticket volume with quality customer service.
- Adapted quickly to new environments, tools and client requirements.
Help Desk Specialist I
PNJ Technology Partners
Albany, NY
01.2017 - 01.2020
- Delivered tier 1 technical support for multiple clients in Managed Service Provider (MSP) environment, enhancing client satisfaction.
- Troubleshooting issues related to Windows OS, email, printers and VPNs.
- Managed support requests via ticket systems, phone calls, and emails, consistently meeting SLA requirements to ensure timely resolutions.
- Performed password resets/account unlocks, basic user administration in Active Directory and Microsoft 365.
- Recorded all incidents and client interactions accurately in ticketing system, contributing to knowledge base and process improvement.
- Escalated all unresolved and/or complex issues to tier II technicians, to include all documentation and troubleshooting steps.
- Followed all MSP security standards client specific policies and change management requests.
Food Service employee
99 Restaurant
Wilton, NY
01.2015 - 01.2017
- Responsible for maintaining a clean and sanitized work area.
- Served food promptly and efficiently to ensure overall customer satisfaction.
- Responsible for Quality Assurance of food as it left the kitchen to ensure guaranteed freshness and accuracy.
Inventory Control Leader
Quad Graphics
Saratoga Springs, NY
01.2006 - 01.2015
- Implemented and enforced proper OSHA safety standards during shift hours to ensure a safe working environment.
- Responsible for ensuring that 28 magazine production machines including 4 bindery machines 3 multi mailers and 5 offline/poly wrappers ran effortless with all accounted product for their daily operations.
- Required to receive magazine material in to the warehousing programs by means of data entry to acquire barcode generation to store and locate material.
- Responsible for the creation of daily magazine jobs in the warehousing software to guarantee accurate production and counts of every job on the required machines.
- Required to assess production jobs that were finished to count and sort material for accurate storage processing to use at a later date.
- Communicate with Customer Service Representatives to make sure the customers product arrived and has been entered in to the warehousing software for use on the production machines.
- Multitasking is an essential requirement for this position which includes but not limited to servicing production machines, unloading receivable product from inbound trucks, answering pages from finishing and press leaders about production status, answering Customer Service Representative questions and emails etc.
- Working well within a team environment and communicating with fellow distribution leaders for production efficiency and to resolve the best course of action for production problems and downtime on the machines.
- Ensuring accurate inventory checks are done daily with all in house product to guarantee all magazine product is accounted for.
Education
AAS - Criminal Justice
Hudson Valley Community College
AAS - I.T. Networking
SUNY Adirondack Community College
Skills
- Help desk technician
- Cisco Networking systems
- Router
- Switch
- Firewall hardware
- IOS configurations
- Hyper Terminal
- PuTTy
- Microsoft 365 Office apps
- OneDrive
- SharePoint
- Citrix
- DNA/Symitar (Banking software)
- Google Applications
- Google Drive
- JIRA
- Autotask
- Remote Management (RMM) Tools
- Occupational Safety and Health Administration (OSHA) standards
- Teamwork
- Supervisory skills
Goals
Commence my career in Computer Science and I.T.
Finish my college education to receive an AAS degree.
Utilize my AAS degree and apply it to the workforce and to continue my education.
Acquire certifications within my respected field.
Timeline
Help Desk support Technician II
Broadview FCU
09.2024 - Current
Help Desk Specialist II
PNJ Technology Partners
01.2020 - Current
Help Desk Specialist I
PNJ Technology Partners
01.2017 - 01.2020
Food Service employee
99 Restaurant
01.2015 - 01.2017
Inventory Control Leader
Quad Graphics
01.2006 - 01.2015
AAS - Criminal Justice
Hudson Valley Community College
AAS - I.T. Networking
SUNY Adirondack Community College