Jerry Manosca

Experience

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  Newgen Results Corporation

  Oct 2003 - Oct 2007

  IT Helpdesk Technician

  • Responsible for creating, updating and completing Technical Support tickets in Magic Helpdesk reported by internal clients• Responsible for communicating issues to the Information Technology Director and other departments• Answer Helpdesk phone and worked directly with internal clients to assist with their hardware and software issues• Utilized SMS, Active Directory, Windows 9x, NT, 2000 and XP (Professional), Symantec Ghost, ProComm Plus, Clarify, CuteFTP Pro• Responsible for following all ISO and SOX documentation, policies and procedures• Supported 800+ local and remote users• Deployed and maintained desktops, laptops and printers while working face to face with employees to assure that all system functionality is working successfully.• Created images of desktops, laptops and servers via Symantec Ghost to support internal clients• Trained and assisted employees with backing up their files/data via external hard drives, network drives and other storage media (DVD, CD, flash drive, etc.). Show less

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  Aspen Marketing

  Oct 2007 - Jun 2008

  IT Helpdesk Technician

  • Responsible for creating, updating and completing Technical Support tickets in Magic Helpdesk reported by internal clients• Responsible for communicating issues to the Information Technology Director and other departments• Answer Helpdesk phone and worked directly with internal clients to assist with their hardware and software issues• Utilized SMS, Active Directory, Windows 9x, NT, 2000 and XP (Professional), Symantec Ghost, ProComm Plus, Clarify, CuteFTP Pro• Responsible for following all ISO and SOX documentation, policies and procedures• Supported 800+ local and remote users• Deployed and maintained desktops, laptops and printers while working face to face with employees to assure that all system functionality is working successfully.• Created images of desktops, laptops and servers via Symantec Ghost to support internal clients• Trained and assisted employees with backing up their files/data via external hard drives, network drives and other storage media (DVD, CD, flash drive, etc.). Show less

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  Castle Access

  Jun 2008 - Aug 2010

  NOC Specialist

  • Monitors and maintains network stability• Provide telephone technical support for clients and personally going over a users office/workspace to resolve any hardware or software issues• Performs network troubleshooting to isolate and diagnose network problems• Personally responds to customer inquiries and concerns in regards to system operation• Responsible for following all SAS 70documentation, policies and procedures• Provided face to face assistance to clients with setup and minor maintenance of equipment• Deployed and maintained desktops, laptops and printers while working face to face with employees to assure that all system functionality is working successfully.• Cabling and wiring of equipment within the network operations center• Verifies personal identification against authorization documents• Personally issues appropriate badges, passes or forms to authorize access and briefs employees and visitors on controls and restrictions associated with access to the Facility• Personally ensures that all personnel are adhering to established policy and practices, and inspects and evaluates established security systems.• Provided In Person support and assistance with setting up hardware for the clients’ cabinet within the Data Center. Show less

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  LoadSpring Solutions, Inc.

  Aug 2010 - Feb 2013

  Customer Service Representative

  • Supported both internal and external clients with Enterprise Applications running on XenServer and Citrix Presentation Server• Troubleshoot and configure Windows XP and Windows 7 issues over the phone with both internal and external clients• Experience with VPN connectivity• Troubleshoot Web Server related problems running on JBOSS, Web Logic, IIS, Web Sphere and assisted clients with updating and configuring their web browser settings• Creation and maintenance of user accounts; application permission management; compliance with security and system configuration standards• Personally ensuring timely resolution to customer service cases• Support International & Domestic customers across Enterprise Project Management suites• Meet weekly support case closure metrics• Carefully track and document inbound support requests, troubleshooting activity and resolution requirements• Trained and assisted employees and clients with backing up their files/data via external hard drives, network drives and other storage media (DVD, CD, flash drive, etc.). Show less

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  RedIT/Kio Networks

  Nov 2013 - Jul 2015

  NOC Specialist II

  Summary:Provides LAN/WAN network and facilities support by performing the following duties.Essential Duties & ResponsibilitiesMonitors and maintains network stability• Provide telephone technical support for clients and personally going over a users office/workspace to resolve any hardware or software issues• Performs network troubleshooting to isolate and diagnose network problems• Personally responds to customer inquiries and concerns in regards to system operation• Responsible for following all SAS 70documentation, policies and procedures• Provided face to face assistance to clients with setup and minor maintenance of equipment• Deployed and maintained desktops, laptops and printers while working face to face with employees to assure that all system functionality is working successfully.• Cabling and wiring of equipment within the network operations center• Verifies personal identification against authorization documents• Personally issues appropriate badges, passes or forms to authorize access and briefs employees and visitors on controls and restrictions associated with access to the Facility• Personally ensures that all personnel are adhering to established policy and practices, and inspects and evaluates established security systems.• Provided In Person support and assistance with setting up hardware for the clients’ cabinet within the Data Center. Show less

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  KIO Networks USA

  Aug 2015 - Sept 2016

  Data Center Support Technician

  Proficient in installing, configuring, and troubleshooting one or more of the following operating systems:Windows Server 2000/2008/2012Windows 7, 8, 8.1 and 10Mac OS XUNIXLinux (Freebsd, Cent OS, Red Hat, Novell netware)* Understanding of LAN architectures, cabling systems, OSI model, TCP/IP addresses, Ethernet* Use of ping, traceroute, nslookup, dig, telnet, ssh and other command-line troubleshooting tools* Good understanding experience in an Active Directory and Exchange environment* Basic understanding of virtualization and cloud concepts* Demonstrated proficiency in a customer service environment* Experience using ticket tracking software* Demonstrated experience documenting policies and procedures* Ability to train co-workers in all aspects of technical support* Superior interpersonal skills with the ability to work with clients, employees and management* A self-driven eagerness to constantly learn new technologies to stay on the bleeding edge of IT Show less

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  Webpass Inc.

  Oct 2016 - now

  Technical Support Engineer

  * Provide technical support to Webpass residential and business customers* Sign up residential customers* Keep customer records updated* Respond to technical issues for residential and business customers* Respond to billing issues for customers and interface with billing department* Technicial support engineer with the most total tickets and tickets per day handled* Moves, Adds, and Changes of residential customer records and router configuration* Troubleshoot and provide resolution for DHCP related issues* Take incoming residential and business customer calls for technical and billing issues Show less