Anthony Goral

Experience

• 

  PCS Revenue Control Systems

  Oct 2011 - Sept 2014

  Support Technician

  • Software and hardware installation specialist• Post installation support for school districts nationwide including onsite and remote product training , troubleshooting and ad hoc issues• Traveled to numerous school districts in the tri–state area, as well as Alabama to • Provided customer service to parents can make prepayments in conjunction with the school and district level software• Tested different styles of Point of Sales and how they would work with the program• Efficiently used the call ticketing system in place to keep track work performed on each job ticket• Direct Certification tracking files for multiple school districts to ensure the students eligibility Show less

• 

  Crestron Electronics

  Sept 2014 - now

  •Supervise a team of Level 2 IT support technicians, providing guidance, training, and support to ensure efficient resolution of technical issues.•Monitor and prioritize incoming IT support requests, delegating tasks to team members as needed to maintain optimal service levels.•Collaborate with the IT management team to develop and implement strategies for improving IT support processes and procedures.•Serve as a point of escalation for complex technical issues, providing expert-level troubleshooting and resolution when necessary.•Conduct performance evaluations and provide regular feedback to team members, identifying areas for improvement and opportunities for growth.•Coordinate with other departments to understand their IT needs and requirements, ensuring that the IT support team delivers timely and effective solutions.•Stay informed about emerging technologies and industry trends, making recommendations for upgrades and enhancements to IT systems and infrastructure.•Maintain documentation of IT systems, processes, and procedures, ensuring accuracy and completeness for reference and training purposes.•Foster a positive and collaborative work environment within the IT department, promoting teamwork, professionalism, and accountability.•Adhere to company policies and procedures related to IT security, data privacy, and compliance, ensuring that all activities are conducted in accordance with regulatory requirements. Show less •Process Level I/II/III incidents and service requests•Provide leadership and guidance to Level I/II support analysts•Monitor respective queues and handle tickets to ensure incidents and service requests are addressed in a timely manner•Maintain situational awareness to identify and report issues that are not in compliance with established policy or that pose a threat to the effectiveness or integrity of the IT environment•Detailed communication with end users as required to keep all parties informed of issues, progress, changes, and resolutions•Monitor network and systems alerts and respond accordingly•Coordinate activities with Service Desk, Infrastructure and Procurement•Maintain commitment to continuous process improvement•Willingness to be available for after-hours support and able to work extended hours when necessary•Active Mobile Device Manager for 1000+ phone lines using Verizon Wireless as our Service Provider Show less •Provide efficient and timely support to all Information Technology users via phone, web, and in-person channels.•Communicate efficiently and effectively with users and use problem solving techniques to recommend solutions to business issues.•Creates detailed written documentation of problems, issues, and problem resolution using the Service-Now•Follows through with users to ensure resolution of Level/Tier II problems•Participates in departmental projects as required, including roll out of new software, technology equipment evaluation and procurement, and learning new IT processes.•Escalates complex and/or high priority problems to the appropriate Information Technology support groups for resolution.•Analyzes and reconciles technology asset inventory records.•Assist training of other members on new product and service technologies.•Contributes to departmental productivity and development objectives by participating in training programs.•Monitoring, responding to and mitigation of security alerts (sometimes after hours) as assigned by the IT Security Team Show less • Coordinate the design, installation, and dismantle of trade show demo systems and supporting Marketing messaging graphic structures. Interface and supervise booth builders, labor crews, and convention center personnel. • Design systems and create equipment lists. Build, wire, configure, load, pack, and ship product demonstration systems. Organize third party equipment, cables, and Crestron equipment.• Maintain and update Experience Centers and NYC showroom systems in conjunction with Systems Design Manager, Facilities, and Showroom Managers.• Conduct daily inspections to ensure the continuing functionality of the Crestron HQ Experience Center, NYC Showroom, and the executive suite.• Troubleshoot or replace defective products as necessary. Assist with equipment upgrades in the Crestron HQ Experience Center, NYC Showroom, and Regional Offices. Update systems as required.• Manage facility A/V upgrades along with system design manager, department heads, and facilities management. Show less • Provided extremely detailed support to end users through phone calls, emails, and walk-ins• Completed assigned projects in a timely fashion• Worked in all Crestron locations within the Rockleigh/Cresskill/Orangeburg area and prioritized help desk tickets in order to complete the work requested through our Help Desk, Service-Now• Manage technical support operations, diligently troubleshooting issues to identify root causes and prevent recurrence.• Supported over 2, 500 employees including remote users within the United States, as well as across the world in countries such as India and Singapore Show less

  • Supervisor, End User Support Administrators

    Sept 2022 - now

  • Senior Service Desk Support/End User Support Engineer

    Jan 2022 - Sept 2022

  • Service Desk Support Associate

    Feb 2019 - Jan 2022

  • Customer Experience Technician

    Mar 2017 - Jan 2019

  • Technical Support Specialist

    Sept 2014 - Mar 2017