Jonathan Calitto IT Helpdesk Support Technician

IT Helpdesk Support Technician

Cognizant

May 2023 - Current (3 years 4 months)

ESSENTIAL FUNCTIONS / RESPONSIBILITIES: ►Excellent Soft skill, Communications skills (Voice & Email) to handle global customers ►Client interfacing and Vendor management skills along with experience of handling VIP support. ►Handling day to day operational calls with respect to Laptops /Phones /mobile related issues ►Ability to perform in adverse situations ►Break/fix technician for a wide variety of user technologies in the related practices of MAC and Windows Desktop support. ► Microsoft Azure (Microsoft Entra ID) Management. Active Directory AD, BitLocker Management, Intune Device Management, HWID Asset Registration, Compliant and Non-Compliant devices management LAPS administrator access. And Bitlocker management ►Able to troubleshoot

VoIP Administrator

Oasis Broadband Internet

Feb 2022 - Mar 2023 (1 year 2 months)

Responsible for installing, configuring, and managing Voice over Internet Protocol (VoIP) system.

Tier II Technical Support Specialist

Oasis Broadband Internet

Oct 2021 - Mar 2023 (1 year 6 months)

Responsible for providing a more in-depth technical support and troubleshooting in an advance level. Responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to more complex issues. Responsible for elevating technical issues according to complexity to the Tier III technical support group.

Technical Support Specialist

Oasis Broadband Internet

Jul 2021 - Mar 2023 (1 year 9 months)

Responsible for providing over the phone technical support to the end user and to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.

Tier III Technical Support Specialist

Oasis Broadband Internet

May 2021 - Apr 2023 (2 years)

Tier III Technical Support Specialist ►Member of NOC team for service outages. Reporting & Handling ►CRM software management for Customer Support and ticket handling ►Document, Integrate and standardize troubleshooting procedures for Tier 1 & Tier 2 Support Reps In charge of providing support to customers, Field Technicians, Tier 1 & Tier 2 Tech Support Representatives. ►More than two years of experience in network administration with Mikrotik equipment at a MTCNA & MTCTCE Level With experience in Deployment of internet data traffic Techniques, using OSPF/MPLS/VPLS on Production Network Equipment: Mikrotik Routers Cambium Routers (Radios) Ubiquiti Routers (Radios) Baicells Routers (Radios) Netonix Swit

Customer Service Sales Specialist

Oasis Broadband Internet

May 2021 - Mar 2023 (1 year 11 months)

C

Networking, Monitoring & Evaluation Specialist

CloudAssist

Dec 2020 - Apr 2021 (5 months)

Freelance Interpreter

Lionbridge

Jun 2020 - Apr 2021 (11 months)

Research & Resolution Specialist

Acelity

Dec 2019 - Jul 2020 (8 months)

KCI Ship Pending CSR

Acelity

May 2019 - Dec 2019 (8 months)

L

Freelance Interpreter

LingoCall

Mar 2019 - Apr 2021 (2 years 2 months)

Freelance Translator

Translated

Jan 2019 - Apr 2021 (2 years 4 months)

Freelancer

Upwork

Nov 2018 - Apr 2021 (2 years 6 months)

With experience in the following Tasks; > Calendar Management > Travel Arrangements > Data Entry (Excel, Google Sheets, Web Platforms) > Translations: Spanish <-> English > Bookkeeping > Online Grocery Shopping, and Orders etc. > Remote Operator (email, chat, phone and video if required) > English as a second language (ESL) teacher

Associate at OCCM for Doctors & Medical Panel Provider Verification

One Call

Sep 2018 - May 2019 (9 months)

Keeping a clean and up-to-date clinics and providers database for the workers compensation industry

Associate

Cognizant

Sep 2018 - Jul 2020 (1 year 11 months)

Jonathan Calitto

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