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Jonathan Marino

Helpdesk Analyst

Jonathan Marino
Professional Status
Employed
Open to opportunities
About Me
*Dynamic, qualified, and highly ethical Computer Support Specialist with over 10 years of extensive experience professionally certified in Cisco, CompTIA and Microsoft.

*Demonstrated ability to exceed technical, business, and customer requirements by integrating computer skills, customer support experience, and related education. Skilled at troubleshooting, while minimizing customer stress levels.

*Strategic, analytical, focused and results driven IT professional with increasingly responsible experience in systems management, Windows Server administration, troubleshooting, maintenance, repair, and implementations.

*Self-motivated and capable to work independently or in a team with demonstrated ability to prioritize tasks to accomplish maximum results, timely completion of projects, tackle new challenges, and ability to address organizational problems with innovative solutions.
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Help Desk Analyst

New York Road Runners
Since January 2008
  • Troubleshoot any user PC desktop/ Laptops related issues (i.e. Spyware and/or virus removal
  • procedures, Microsoft office 2007/2010 issues, hardware failure, etc.)
  • Utilize Exchange 2010 for resolving e-mail issues remotely and hands-on
  • Configuration of Cisco Routers - Platform: 2800, 3640, 2600
  • Configuration of Cisco Switches - Platform: Cat3550, Cat2950
  • Configuring and Providing support to MAC OS X 10.6 Snow Leopard, 10.7 Lion (Mac office 2011, IPads. IPhones, etc.)
  • Provide VPN configuration for end-user to access servers from outside our network
  • Install And Troubleshoot Adobe Creative Suite for PC/Macs
  • Troubleshoot issues related to LAN configurations.
  • Create and Troubleshoot user accounts in Active Directory/ MS Exchange Server
  • Understanding of VOIP protocols and Codecs SIP, RTP, G.711, G.729, H.323
  • Installation and Troubleshooting of VoIP/IP Telephony
  • Design, implementation, ongoing management and troubleshooting of Cisco Unified
  • Communications Systems, including Call Manager / Unified Communications Manager.
  • Deployment of Cisco IP Phones - Series: 7942
  • Responsible for resetting voicemail passwords and locked mailboxes in Cisco Unity voicemail
  • system as well as troubleshooting message waiting indication and call handler configurations for
  • users

Field Service Technician

Siemens Business Services
September 2006 to November 2008
  • Perform on-site analysis, diagnosis, and resolution of complex PC/MAC problems for a variety of end users, and recommend implement corrective hardware /software solutions, including off-site repair as needed
  • Process units for shipping which need to be sent out to our service center for repair
  • Provide Data Management/Recovery for client's hard drives
  • Create network solutions for clients who have multiple online-capable devices at home (i.e. How to share files with all network capable devices on the home network)
  • Responsible for providing in-home and business IT support/consultation
  • Troubleshoot and repair Hewlett Packard laser Jet, Lexmark , Dell and IBM Printers
  • Configure and repair Laptop's including, IBM,COMPAQ,TOSHIBA, HP and DELL

Lead Service Technician

Best Buy
February 2003 to August 2005
  • Configure/troubleshoot local and network printers
  • Deploy and roll-out new and used PC’s and printers
  • Support Microsoft Office suite, installation and troubleshooting
  • Install new operating system on a variety of PC models as well as format hard drives; creating and distributing images with Norton Ghost
  • Assisting in syncing Blackberry with Microsoft Outlook
  • Repair PC's including, IBM, COMPAQ, HP and DELL
  • Troubleshoot and repair Hewlett Packard laser Jet, Lexmark and Epson Printers
  • Provide onsite and telephone support to customers on a day –to-day basis

Jr. Network Administrator

American Income Life
January 2001 to January 2002
  • Assist users with login issues, locked accounts and password resets
  • Deploy and roll-out new and used PC's and printers across Network
  • Sync user Outlook settings, e-mails, calendar, and address book
  • Access servers to backup, store, or recover client files and folders (Documents and Settings folder,)
  • Provide System/Network administration support to Windows Server 2000
  • Supported Microsoft Office suite, installation and troubleshooting
  • Installed new operating system on a variety of PC models as well as format hard drives; creating and distributing images with Norton Ghost
  • Analyze, log, track and complex software and hardware matters of significance pertaining to networking connectivity issues