M365
Zackery Gianotti
Ceres,CA
Summary
Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities. Offering 10 years of experience in IS Support in the Medical industry.
Overview
16
16
years of professional experience
Work History
IS Support Specialist
Community Health Centers of America
08.2023 - 11.2025
- Delivered exceptional customer support, resolving inquiries and ensuring patient satisfaction.
- Trained new staff on support protocols and organizational policies to enhance service delivery.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Delivered exceptional remote support services by leveraging advanced diagnostic tools and methodologies.
- Acted as liaison between support team and other departments to ensure unified approach to customer satisfaction.
- Developed and maintained knowledge base to assist in faster resolution of common issues.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
PC/LAN Technician I
MedAmerica Billing Services, Inc.
09.2009 - 06.2023
- As a PC Technician, the troubleshooting, repair and maintenance of applications and Virtual Desktops is the first response priority.
- Some programs include: Full MS Office Suite, Ecode Log - Lynx, Citrix, Java - Java RTE, Oracle, Medicate Remittance Easy Print, Snag It, Box, Enterprise EVault, Adobe Reader & Acrobat, Libre Office, Open Office, SharePoint Designer 2007, Cisco AnyConnect, VMware Horizon View Client, Chrome.
- Second Tier Support requires a fundamental understanding of and practical implementation of various software: ZenDesk (API), VMWare Mirage, WMWare View Admin, vSphere View Client, Active Directory, vSphere Web (API), TightVNC, GoToMeeting, TeamViewer, Horizon Client (User install), Lync, WinSCP, VM Transition, SFTP, HIPAA Compliant.
Education
High School Diploma -
Valley Business High School
Modesto, CA09.2002
Skills
- Helpdesk operations
- Technical assistance
- Technical troubleshooting
- Ticket management
- Application support
- IT ticket documentation
- Issue escalation
- Customer service
Software
ZenDesk
Adobe Creative Suite
SharePoint
Active Directory
PowerShell
AS400
TeamViewer
Timeline
IS Support Specialist
Community Health Centers of America
08.2023 - 11.2025
PC/LAN Technician I
MedAmerica Billing Services, Inc.
09.2009 - 06.2023
High School Diploma -
Valley Business High School