Michael Berretta

Michael Berretta Cell:- Philadelphia, PA-Professional Experience: Field Nation IT Freelancer Present FanTazTech Focus Group Advisor April 2017 – Oct 2018 • Part of a startup company that is building a 24/7 remote tech support from the comfort of your home • Daily meetings, knowledge base, building hierarchy, sharing ideas, project management etc... Philadelphia 76ers, Philadelphia PA Oct 2016 - Jan 2017 IT Support Assistant • Enforced IT policies and procedures; documented work appropriately • Monitored service desk ticketing system and completes tickets in an efficient manner • Assisted customer resolve problems with computer hardware and software either at the desk-side or remote-control software • Rolled out Office 365 • Acquired, configured and deployed laptop, desktop and mobile devices and software systems • Maintained and repaired PC, Macintosh and infrastructure equipment • Troubleshooted a variety of computer issues, wireless connectivity, ticketing system, AV systems • Removed malware and installed security software to protector various systems • Installed and troubleshooted wiring and switching equipment • Monitored hardware and software on LAN/WAN systems American College of Radiology, Philadelphia PA Oct 2015 – July 2016 System Support Engineer • Heavy desk-side and remote end-user technical support and maintenance (hardware and software) on desktop, laptops, printers, and other peripheral devices, in a corporate environment • Blended PC/Mac support including systems build/image, backup & repair • Strong knowledge of Outlook / Exchange / Active Directory • Helpdesk ticketing software: Footprint’s, Track-It, Mobile devices (iPhones, Androids) • Windows 7, Windows 8, Office 365, including system troubleshooting, configuration, and data migration, Server 2008 & 2012, Citrix XenApp, GoToAssist, GoToMeeting, & GoToWebinar, VMWare, RDP, Terminal Server • Enterprise antivirus software: Sophos Cisco Jabber CommVault Cancer Treatment Center of America, Philadelphia PA July 2013 – Oct. 2015 Clinical Manager of IT Eastern Support 10,000 users • Control of 4 clinics for stakeholders with all aspects on the IT side as there point of contact for all IT • • • • • • • problems and solutions on daily basis Patient Information supported SCM Clinical, RMS Clinical, Remedy Tickets Refresh images Windows 7/Cisco IP phone’s/ Made Major Clinical Move with 4 clinics Active Directory environment, Installing and configuring Windows server 2003, 2008 and 2008R2 In-depth knowledge in dealing with windows registry and file systems Exposure in SQL Server, Microsoft Office SharePoint Installation of Citrix presentation server 5.0/XenApp6.0 & Citrix Client tools Configuration of Citrix server policies, load management and printers in the farm IBM / CEMEX, West Palm Beach FL Nov. 2012- July 2013 Desktop Support Tier 2 Support • The Desk-side Services Representative is responsible for performing a full workload of technical services for IBM customers with responsibility of customer satisfaction for the services provided. Services include the following • On-site problem determination and remedy of MS WIN operating systems errors. • Initial and re-loads of common PC applications and base images. • Desktop and laptop configuration in client/server environment. • Submit accurate and timely updates of work performed - ticket updates, time cards, Lotus Notes etc. Rita’s Water Ice Corporate, Philadelphia PA June 2011 – Sept. 2012 Information Technology Help Desk Technician • Develop and administer internal policies and procedures for email and network access. • Provide technology support to staff and franchise partners. • Facilitate use of technology-based tools and methodologies to review, design and/or implement products and services. • Plan and monitor engagements to ensure deliverables meet work plan specifications and deadlines. • Provide both desk side and telephone based hardware and software technical support and training for IT Help Desk. • Interface with vendors to arrange service calls, follow-up on open issues, gather information. Albert Einstein Health-Care Network, Philadelphia PA Sept. 2008 – June 2011 Desktop Support/Help Desk/Operations/Laboratory Data Analyst • 20,000 End Users an Estimate 40,000 Desktops • AS400, SMS, Last Word (patient Information), Outside view (tapes), Cerner, Kronos, Siemens, SAN, Amelior, Blood Bank (patient information), ED Tracker, Bed Tracking, Transport Tracker • Supported Windows 2000 ,2003, XP, Vista, MS Exchange, Office 2003, 2007, Adobe, Group Wise, MS Active Directory • Applications were Sophos anti- virus, Symantec Security, Blackberry, End Note, CA Service Desk Tracking Tickets • Web Base Applications troubleshooting for end users supporting and monitoring interfaces of application daily • Operating System Windows XP Pro, Windows NT, Novell Client / Zen-Works, HP Desktops/Laptops • Install and Repair all HP Laptops and Desktop Monitors also HP Thin Clients/ Scanners /Re Imaging Ghosting Station and Med-Carts. Worked with HP Printers and HP Hand Held Devices • Remote Access, VPN, LAN, WAN, Cisco Routers, Wireless, Domain names, Group policy • Monitor Interfaces, Pull Tickets, Fix/Repair, Run daily backups with installs along updated Software: • • • • Windows NT ,XP, Windows7/8/ Windows 10 Windows Server 2003, 2008 R2, LAN/WAN Technology MS Office 2003/2007/2010/2013, Active Directory and Exchange 2003/2007/2010/2012 IPhone, Blackberry, IOS, One Drive, Android, Microsoft Office- Education: • Kaplan University / CHI Institute ➢ Degree: Information Technology 10/2008-7/2009 ➢ Courses: A+, Network+, Windows 2000/XP Server, Windows 2007 • The Community College of Philadelphia, PA 08/2007 • Computer Forensics & Crime Scene Analyst • Palm Beach State College Palm Beach, FL Computer Forensics 8/2004-5/2006