SUZANNE SALERNO
Summary
Resourceful and focused IT professional with 6+ years of experience troubleshooting and maintaining complex systems across healthcare, government, and financial sectors. Proven leader in delivering Tier 1–3 support, overseeing critical infrastructure, and guiding cross-functional teams through complex system troubleshooting. Skilled in motivating team members, fostering professional development, and driving continuous improvement in service delivery. Experienced in leading structured incident response efforts and coordinating timely resolution of high-impact issues.
Overview
6
6
years of professional experience
Work History
NOC Engineer Tier 2
GOVCIO
01.2024 - Current
- Monitor incident tickets to identify recurring technical issues; develop proactive solutions to minimize repeat problems and improve service quality.
- Collaborate closely with Tier 3 support teams to stay informed on upcoming infrastructure changes, gather support documentation, and ensure smooth escalation and resolution processes.
- Mentored and trained service desk agents, delivering targeted training and developing knowledge transfer for new tools or processes.
- Managed configuration, performance, and operation of small systems, ensuring optimal functionality and system availability in an inter-networked environment.
- Assisted in maintenance, repairs, upgrades, enhancements, and configuration of hardware, software, and operating systems.
- Maintain accurate records of incidents, escalations, customer communications, and resolution timelines.
- Involved in project-related tasks including coordination, documentation, and support of IT initiatives
NOC Engineer Tier 1
GovCIO
01.2023 - 01.2024
- Skilled in troubleshooting Windows 11, desktop hardware, and iOS mobile devices.
- Monitored application and network systems to ensure optimal performance and availability, using automated protocols to reduce detection time and streamline response.
- Resolved technical issues through phone, chat, and email support, consistently meeting SLAs and maintaining high user satisfaction.
- Led cross-functional technical teams during major network incidents, ensuring rapid resolution and minimal downtime to maintain continuous service delivery.
- Managed and tracked incidents in ServiceNow (SNOW) and Jira, improving ticket response times and overall resolution efficiency.
Provider Support Technician Tier 1.3
GovCIO
01.2021 - 01.2023
- Proficient in using ServiceNow and similar ticketing systems for tracking and resolving IT support incidents.
- Provided hands-on and remote Help Desk support for GFE laptops, desktops, iPads, and VPN configurations through resolving complex issues while partnering with vendors to maintain and replace critical IT equipment.
- Experienced in troubleshooting and navigating software such as Microsoft Teams, Adobe, Skype, Zoom, Outlook, Office 365, Avaya, and Citrix applications.
- Provided virtual support and guidance for personal computer installation, configuration, troubleshooting, and basic technical training.
IT Service Desk
UBS Bank
01.2021 - 01.2021
- Installed and performed minor repairs on hardware, software, and peripheral devices in accordance with design and installation specifications.
- Experience using Active Directory in a corporate domain for account creation, password resets, and access control.
- Installed operating systems on desktop and laptop computers, ensuring proper configuration and system readiness.
- Ran and connected network and peripheral cabling, including ethernet and power connections, according to installation standards.
- Demonstrate resourcefulness in finding alternative solutions when faced with technical constraints or limitations.
- Set up and configured network switches to support user connectivity and local network performance.
IT Intern
Tennessee College of Applied Technology
01.2020 - 01.2020
- Executed penetration testing techniques include ARP poisoning, DNS spoofing, NMAP host discovery, and port scanning to identify potential vulnerabilities and improve system hardening.
- Planned, prepared, and executed system validation tests through analyzing outcomes against technical specifications and providing detailed reports to stakeholders to guide remediation strategies.
- Configured DNS and DHCP services for host machines and enabled Spanning Tree Protocol on switches to prevent network loops.
Education
ITIM Program Recognition - ITIM
Tennessee College of Applied Technology And Cybersecurity
Shelbyville, TNSkills
Active Directory
ServiceNow
Five9, Zendesk
Jira
AirWatch
Citrix
0365
OWASP
Nmap
Network Monitoring
Slack
Incident Response
Splunk Dashboards
Alerts
Timeline
NOC Engineer Tier 2
GOVCIO
01.2024 - Current
NOC Engineer Tier 1
GovCIO
01.2023 - 01.2024
Provider Support Technician Tier 1.3
GovCIO
01.2021 - 01.2023
IT Service Desk
UBS Bank
01.2021 - 01.2021
IT Intern
Tennessee College of Applied Technology
01.2020 - 01.2020
ITIM Program Recognition - ITIM
Tennessee College of Applied Technology And Cybersecurity