Thomas Tortoriello
Springfield,MA
Summary
Experienced business and systems analyst with 20+ years of IT experience with emphasis on customer service and advanced (LVL II) troubleshooting and repair. Demonstrated strengths include process analysis, technical troubleshooting, organizational skills, project leadership and communication skills.
Overview
20
20
years of professional experience
1
1
Certification
Work History
IT Systems Analyst (Level II/III)
Holyoke Community College
02.2022 - Current
- Provided exceptional customer service via phone, email and in person
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions
- Resolved malfunctions with systems and programs through troubleshooting
- Inventory & Asset management, imaging of new/old devices
- Expert in ManageEngine Endpoint Central and ServiceDesk Environments
- Apple Certified Support Professional - Mac/iPad/iPhone setup, repair and management, including JAMF administration
- Networked Printer setup, management and repair
- Cisco WLC Wireless administration
- VMware experience, cloning, snapshots, VDI SME
- Active Directory administrator and GP Enforcement exp.
- Conducted system analysis and implementation to maintain and improve computer systems.
Enterprise Services (Level II) / TECHBar Consultant & Mobility Admin, Level II
MassMutual Financial Group
05.2013 - 10.2021
- Serve 20 customers per day on avg, to effectively and efficiently solution all computer needs
- Provide expertise in all Windows and Mac OS (High Sierra)
- Serve as Corporate Administrator and Leader in all mobility systems (Apple iOS, Android, Blackberry BES)
- Activate, setup, update, replace, configure, troubleshoot all corporate assets
- Recruit, interview, train and mentor team’s new hires
- Skilled at working independently and collaboratively in a team environment
- Troubleshoot advanced Hardware and Software issues on both an individual and global basis
- Hold team’s highest VOC (voice of customer) ratings for 5+ years
- Improved Service Desk and HP Service Manager Ticket Systems, reducing handle time by three minutes per ticket
- Designed and implemented Template system in Service NOW platform
- Designed and implemented a “Tech Tip” system across three company campuses
- Created and now actively maintain team’s Knowledge Base
- VDI SME and instructional Rep
- For Customer and Team Learning and Development
- Create and execute various educational “TECH TALK” PowerPoint presentations for business partners in an open forum town hall in multiple campuses
Education
No Degree - Computer Science
05.1998
- Minor: Mathematics
- Hardware and software configuration, repair, electrical wiring, advanced networking, CAD
Associate of Science - Computer And Information Sciences
05.1996
- A.S. Computer Information Systems
Skills
- Documentation and Reporting
- Workflow Analysis
- Information Gathering
- Root Cause Analysis
- System Analysis
- Team Collaboration and Leadership
- Data Research and Validation
- Continuous Improvement
- Incident Reporting
- Analytical Thinking
References
available upon request
Certification
- Certified Apple Support Professional, Apple, Inc. - 2016
Timeline
IT Systems Analyst (Level II/III) - Holyoke Community College
02.2022 - Current
Enterprise Services (Level II) / TECHBar Consultant & Mobility Admin, Level II - MassMutual Financial Group
05.2013 - 10.2021
University of Massachusetts - No Degree, Computer Science
Holyoke Community College - Associate of Science, Computer And Information Sciences
- Certified Apple Support Professional, Apple, Inc. - 2016
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