Salvatore Reale

• Provide Tier 2 technical support for a four-star United States Army command to more than 700 high ranking military and government civilian personnel

• Work closely with Microsoft engineers to resolve complex Microsoft software / hardware issues

• Support Windows 10/11, Microsoft Office Products such as Word, Excel, PowerPoint, and Outlook

• Utilize the ServiceNow ticketing platform

• Support network connectivity and VPN connectivity

• Ensures that the day-to-day field services operations meet SLAs and documents interactions and feedback.

• Ensure a high level of customer satisfaction throughout the service delivery transaction

• Used ticketing systems to manage and process support actions and requests.
• Expertly resolve IT issues for clients, specializing in RAM, SSD/HDD, and power supplies across various servers and workstations
• Strengthened relationships with IT peers through effective communication and collaborative problem-solving
• Consistently delivered top-tier customer service with timely and clear communication

• Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
• Cross-trained existing employees to maximize team agility and performance.
• Developed and maintained relationships with customers and suppliers through account development.
• Accomplished multiple tasks within established timeframes.

• Integral part of an elite airborne unit, excelling in various high-stakes environments
• Maintained flawless communication channels, ensuring operational effectiveness
• Deployed to Afghanistan for "Operation Freedom's Sentinel" in 2017
• Trained and instructed peers in cutting-edge communications technology
• Decorated for outstanding service, including multiple medals and promotions