Stephen Recchilongo
Houston
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
12
12
years of professional experience
Work History
Service Desk Analyst II
EPlus Technology, Inc.
02.2023 - Current
- Addressed user customer service concerns and decided when to escalate problems to specialist team members.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Resolved common user concerns by utilizing preset issue resolution scripts.
- Engaged in user support interactions via telephone, chat and email platforms.
- Attended weekly team meetings to enhance product and service knowledge and gain insight into beneficial issue resolution strategies.
- Offered assistance in implementing and developing training programs.
- Generated reports to track performance and analyze trends.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshot hardware, software and network issues.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Consistently met or exceeded key performance indicators related to service quality and response times.
- Provided after-hours support as needed to minimize business impact during downtime events.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
Restaurant Manager
Cro International
11.2017 - 03.2020
- Developed, implemented and managed business plans to promote profitable food and beverage sales.
- Purchased adequate quantities of necessary restaurant items, including food, beverages, equipment and supplies.
- Reconciled cash and credit card transactions to maintain accurate records.
- Led and directed team members on effective methods, operations and procedures.
- Skillfully interacted with external vendors to obtain best quality in pricing and product.
IT Support Specialist
Benchmark Insurance Group
09.2013 - 09.2017
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using effective troubleshooting techniques.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Delivered onsite technical support for 25 employees.
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Performed tests of functionality, security and performance of different workstations and devices.
- Activated accounts for clients interested in new services.
Premises Technician
AT&T
03.2012 - 04.2013
- Maintained company vehicle and company equipment.
- Worked closely with network administrators and server engineers to deliver quality service.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Educated customers on how to use internet service.
- Developed expertise in communication systems cabling, circuitry and wiring through various projects for public utility companies.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
- Set up networks and computers for business and residential customers.
Education
Certificate - Cybersecurity Bootcamp
Rice University
Houston, TX05.2021
Associate of Science - Computer Science
Lonestar College
Houston, TX05.2012
Skills
- Desktop Technical Support
- Mobile Device Deployment
- Virus and malware prevention
- Security best practices
- Wireless Networking
- Web Security
- Wireshark software
- Microsoft Hyper-V Server
- MS Office
Timeline
Service Desk Analyst II
EPlus Technology, Inc.
02.2023 - Current
Restaurant Manager
Cro International
11.2017 - 03.2020
IT Support Specialist
Benchmark Insurance Group
09.2013 - 09.2017
Premises Technician
AT&T
03.2012 - 04.2013
Certificate - Cybersecurity Bootcamp
Rice University
Associate of Science - Computer Science
Lonestar College
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