Stephen Pezzuti

Experience

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  Fifth & Pacific Companies Cosmetics, Inc.

  Sept 2011 - Jun 2012

  Retail Support Analyst

  Tier 2 and 3 technical support for all US and Canadian retail stores, totaling over 700 sites with at least one server, router and switch per siteTroubleshooting for all store hardware including Dell T-series servers, Hypercom and Ingenico PIN pads, Fujitsu/HP/Micros POS systems, traffic counters, Lexmark and OKI Data network printers, Cisco 2900 Series routers and catalyst switches, RF scanners, WAPsProvided support for software including Windows Server 2003, Windows XP Professional, Microsoft Office 2003, Epicor/NSB POS, Micros POSUsed AJB/Pathfinder software to investigate and resolve purchase issues with checks and credit cardsUsed SQL Management Studio 2000 to resolve database issues affecting employees, items, and promotionsAnalyzed various sales reports and provided technical solutions for missing dataSupported a team of 20 first level analystsTrained new employeesDelegated minor responsibilities such as imaging and shipping new hard drives to a team of 6 Project AnalystsCreated and maintained batch files to automate tasks such as software installation, DLL registration, image configurationUsed Active Directory to create users, unlock user accounts, change passwords, check Security Groups and assign necessary Security GroupsLogged all activity and user information using Service Now softwareEnsured all tickets were properly assigned to the correct teams Show less

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  Support.com

  Sept 2013 - Sept 2014

  Remote Support Technician

  Troubleshoot and resolve service and technical problems using remote control tools with PC/MAC and tabletMake outbound calls to touch base with new customers, determine if satisfied or need help, and ensure the customer is satisfied with their new installationExplain and instruct the customer on the value and operation of the product and serviceCommunicate and present complex information effectively on the telephone demonstrating a professional tone, voice inflection and intonationRespond real time to customer Inbound questions and problemsTroubleshoot and resolve issues when the customer is using a smartphone app Show less

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  Realogy

  Jun 2017 - Mar 2019

  Technical Support Specialist

  Provide Tier 1 and 2 technical support to customersCommunicate and present complex information effectively on the telephone demonstrating a professional tone, voice inflection and intonationUtilize Citrix WebEx to troubleshoot server connection issues for TRG usersCommunicate with NOC to report and address outages at various locationsRespond real time to customer Inbound questions and problemsTroubleshoot and resolve issues when the customer is using a smartphone appExplain and instruct the customer on the value and operation of the product and service Show less

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  Walmart

  Apr 2019 - Oct 2021

  Asset Protection

  • Provided physical security for Walmart store(s)• Reviewed CCTV footage of Verint IP camera system• Entered apprehension data into APIS case management system• Assisted Walmart Security Technology Specialist in CCTV camera placement and setup• Worked alongside local law enforcement

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  Fidelity National Financial

  Dec 2021 - Jan 2023

  Desktop Support Analyst

  • Provided support for software including Windows 10 Professional, Microsoft Office 365, Adobe Acrobat,PDF XChange Pro, Global Protect VPN, OKTA, Citrix, Avaya Communicator• Phone and remote support for 2000+ employees across 100+ sites in a Windows 10 environment• Troubleshooting, installation, configuration, and imaging of desktops, laptops, iPhones, Androids, andvideo conferencing equipment such as Zoom and Microsoft Teams• Installation of network cabling to switches and wall jacks• Created and maintained user accounts within Active Directory• Used remote tools such as Remote Desktop, SSCM and GoToAssist• Troubleshooting SugarCRM as the sole certified Administrator Show less

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  Technocality Inc.

  Jun 2023 - now

  Technician