Thomas E. Gelfuso
North Scituate,RI
Summary
Senior level technical support specialist with extensive experience in leadership and management. Seeking an information technology position to utilize my expertise and drive team success. Committed to continuous personal growth, Excels in both leadership and individual contributor roles.
Overview
21
21
years of professional experience
Work History
Customer Service Center Team Lead
NWN Carousel
02.2024 - 12.2024
- Spearheaded a team of 10 support agents, achieving a 25% reduction in ticket resolution time through effective queue management and real-time training
- Performed team reviews, call coaching, assisted in agent career growth path
- Chaired bi-weekly full team meetings, enhancing team engagement
- Monitored agent calls, provided real time feedback as necessary
- Managed several company account support contracts, ensuring customer satisfaction by attending weekly status meetings, providing metric reporting
- Maintained workflow management
- First point of contact for issues requiring any escalations
- Elevated customer satisfaction scores by 15% by refining escalation processes and ensuring prompt issue resolution
- Authored and implemented new operational procedures, increasing team efficiency by 20%
- Created new agent accounts for all utilized systems, participated in new agent training
Service Delivery Manager
Riverstrong
01.2022 - 02.2024
- Company Overview: Remote MSP
- Reporting to the Director of Service Delivery, managed the daily operations of the Service Delivery Teams, which include the Support Desk, and Network Engineering
- Responsibilities included workflow management, scheduling, support ticket assignment, ticket queue management, customer support escalations
- Worked with customers directly to personally support their technical needs, as well as resolve any support satisfaction issues
- Provided direct senior level tech support to technical support staff and internal employees
- Supported project planning and implementation
- Ensured continued growth of support staff via ticket review, call coaching, mentoring, and real time team training opportunities
- Provided input into the review process for team
- Run daily team status meetings and weekly team meetings
- Oversaw the Technical Support Center of Excellence training area with team participation contribute documentation
- Authored and contributed support documentation to the Support Knowledgebase
- Authored and implemented department procedures
- Reduced turnaround time with effective resource allocation and task prioritization.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
Senior IT Support Analyst
Waters Corporation
12.2019 - 01.2022
- Providing senior level technical support for Windows based hardware, software, and peripherals
- Image and deploy Dell and Lenovo desktop and laptop computers via Microsoft SCCM and the Ivanti Management System
- Deploy and manage network printers and MFP devices
- Field requests for IT service via phone and email
- Support mobile iOS and Android based phones and tablets
- Configure and manage VOIP phone infrastructure
- Administer with Network Services assistance wide area network infrastructure, including servers, switches, and wireless network
- Administer Cortex Internet Security Suite
- Responsible for Active Directory management, network account creation, Office O365 install, administration and support
- Manage relationships with outside service vendors and suppliers
- Recent project champion for incorporation of ServiceNow into the IT infrastructure
- Team Lead for First Response Support telephone team
Senior Technical Support Specialist
St. George's School
09.2016 - 12.2019
- Responsibilities include daily server and network monitoring, reporting, and correction of issues found
- Perform desktop support duties, hardware installs, refreshments, and repairs on HP Desktops, Lenovo laptops, as well as Macintosh hardware
- Install application software and school specific software systems on Windows 10 based systems and Macintosh OS based systems via JAMF
- All technical support provided expands to faculty, staff, and students as required
- Provide application support on both platforms
- Resolve network connectivity issues, which include repairing Ethernet jacks or issues up to the switch level
- Assist in upgrading network infrastructure, replacement of servers, switches
- Configure and install or replace wireless access points
- Provide Cisco IP Telephone support
- Support AV/Conferencing equipment and provide technical support for special events held by the school
- Provide printer installation, hardware, and software support on HP printers and RICHO multi-function machines
- Involved with product procurement and asset management
- Work with offsite vendors and external service providers as required
- Authors and edits support documentation as required
- Research, tests, and incorporate improvements to IT infrastructure
- Act as functional lead to junior support staff
- Function as department manager in the event of the Network Manager's absence
CSC Technical Support Analyst
United Health Group
03.2015 - 09.2016
- Respond to approximately 35 to 45 First Level support telephone calls to the United Support Center
- Duties include password resets on Microsoft network accounts, as well as numerous other internal systems
- Perform first level call resolution on various computer issues, including desktop and laptop computer hardware problems, network connectivity issues, both in office and for telecommuters, many times remoting to customer's computers via Bomgar remote agent
- Troubleshoot remote VPN connectivity connection issues and resolve or route to proper support for final resolution
- Work with customers on application issues including MS Office 2010 products, and other internal applications, and resolve the issues on first call, or assign to appropriate group for more in-depth support as required
- Assist customers with access requests through the Secure Request system
- Follow proscribed Knowledge documentation system for troubleshooting, resolution, or ticket assignment assistance
- Adhere to rules outlining attendance, call quality, and first call resolution metrics
Windows Client Technologist
AVID Technical Resources
06.2014 - 12.2014
- Provided third-level Desktop Support in assistance to First and Second level technical support
- Assumed technical support issues that cannot be resolved and follow through to resolution
- Worked as part of the Windows 8 Early Adaptor's program
- Image, deploy and monitor all Windows 8 test users in advance of company-wide Windows 8 roll-out scheduled for October 2014
- Resolved technical issues for these users
Senior Desktop Support Specialist
Baxter Bioscience Inc.
01.2011 - 11.2013
- Company Overview: formerly IPSEN Inc
- Provided IT desktop computer and server support to mixed Windows XP and Windows 7 environment
- Network account management, software application support
- Computer and printer configuration, installation, support and repair
- Telecom configurations including IP phones, Blackberries, Droid and IPhone's
- Video conference system support
- Backup system support
- Remote VPN access support
- Formerly IPSEN Inc
ISCSC Senior Support Specialist
Tufts Healthcare
03.2009 - 01.2011
- Provided Tier 2 Desktop Support to Tufts user community
- Responsible for the assignment, research, and resolution of all Level 2 Desktop Support calls that require escalation by Help Desk or Tier 1 Support
- Act as department lead to the Lotus Notes email division and attend all relevant meetings with that group
- Assisting in creation support criteria and procedures regarding Lotus Notes and distributing to support personnel
- Responsible for the creation and updating of all department support documentation
- Also function as management for the ISCSC Support Center and the supervision of junior support personnel in the absence of manager
- Provided Executive and Executive Administration Desktop Support
Deskside Incident Team Manager
Perot Systems Inc.
09.2006 - 12.2008
- Managed a support team consisting of nine support and install technicians
- Manage Deskside Support workflow queue and assign incidents
- Responsible for incident ticket updating, and user satisfaction follow-up
- Procure, image, and schedule installation of new PC hardware
- Mentor team members and assist in call escalation
- Act as primary support representative for all Blue Cross executives and VIP's
- Participate in the interview process for all new hires, yearly reviews, and terminations
- Prepare workflow reporting for review by senior management
- Conduct training on new software and hardware for technical support staff
- Provided mid-level Medi Tech and ECW support to field reps
Senior Support Specialist
Perot Government Systems
01.2004 - 09.2006
- Responsible for daily management of USCG servers and desktop systems
- Maintained daily server backups and applied server upgrades as required
- Provided remote and local desktop support on Windows XP base PC's and installed and configured desktop and laptop PCs on USCG network throughout the eastern seaboard
Education
Certificate - Electronics/Computer Technology
RI Institute of Technology (now J&W University)
Providence, RI05.1984
Skills
- Windows 311 - Windows 11
- Windows Server 2008 - 2019
- Mac OS
- Apple Server
- JAMF MDM
- Office O365
- Google Apps
- Remote Access
- VPN
- Active Directory
- Remote support programs
- Antivirus suites
- Anti-malware
- Hardware repair
- Network connectivity
- VOIP configuration
- Printer installation
- ServiceNow
- Remedy
- Jira
- Autodesk
- Salesforce
- CRM
- Attention to detail
- Data analytics
- Expert problem solving
- End user support
Leadership Expertise
- Service Delivery
- Team Leadership
- Technical Support Lead
- Customer Service
Certifications
- A+ Certified Technician
- ITIL 2011 v.3 Foundation Certification
- Google Apps Certification
- Bitdefender Gravity Zone Trained Administrator
Timeline
Customer Service Center Team Lead
NWN Carousel
02.2024 - 12.2024
Service Delivery Manager
Riverstrong
01.2022 - 02.2024
Senior IT Support Analyst
Waters Corporation
12.2019 - 01.2022
Senior Technical Support Specialist
St. George's School
09.2016 - 12.2019
CSC Technical Support Analyst
United Health Group
03.2015 - 09.2016
Windows Client Technologist
AVID Technical Resources
06.2014 - 12.2014
Senior Desktop Support Specialist
Baxter Bioscience Inc.
01.2011 - 11.2013
ISCSC Senior Support Specialist
Tufts Healthcare
03.2009 - 01.2011
Deskside Incident Team Manager
Perot Systems Inc.
09.2006 - 12.2008
Senior Support Specialist
Perot Government Systems
01.2004 - 09.2006
Certificate - Electronics/Computer Technology
RI Institute of Technology (now J&W University)
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