Tommy Giurini - 1st Level Support / Service Technician / IT System Administrator

Recommended expert

Neu-Isenburg, Germany

Experience

Jan 2023 - Present

3 years 1 month

Remote

1st Level Support / Service Technician / IT System Administrator

Freelancer

Supporting end users by phone and Skype
Diagnosing and resolving issues via phone and remote access
Independently handling incident reports
Forwarding unresolved issues to the appropriate escalation level
Reinstalling incorrectly installed software or misconfigured computers
Receiving requests and incident reports via email or a ticket system
Identifying and classifying problems and requests
Performing initial diagnostic steps and attempts to resolve common issues
Providing basic technical support to users for hardware and software
Escalating complex issues and requests to 2nd or 3rd level support
Documenting incidents and solutions in a ticketing system
Monitoring and escalating open tickets to ensure timely resolution
Communicating with users to provide status updates on issue resolution
Installing, configuring, and maintaining hardware and software components
Performing repairs and replacing defective components
Monitoring and optimizing system performance and network connections
Assisting with troubleshooting and diagnosing technical problems
Installing and configuring operating systems and application software
Ensuring compliance with security policies and data protection regulations
Managing user accounts and access rights
Conducting regular backups and recovery processes
Creating technical documentation and user guides
Training users on IT systems and applications
Technologies/methods: Skype, ticket system

Jan 2022 - Dec 2022

1 year

IT Team Lead Supporter

Freelancer

Supporting clients with Windows 10 and Office 365
Deploying images, reinstalling, and configuring user-specific software
Documenting errors and issues
Providing telephone support to service technicians
Troubleshooting via remote access
Managing user passwords in Active Directory (creation and deletion)
Managing and maintaining simple databases
Leading and coordinating a team of IT support staff
Distributing and prioritizing tasks within the team
Providing support and mentoring to team members in problem solving and skills development
Monitoring team performance and productivity
Ensuring compliance with Service Level Agreements (SLAs) and customer satisfaction
Escalating complex or urgent cases to higher support levels or specialized departments
Conducting regular team meetings and training sessions
Reporting to IT management on team performance and development
Identifying opportunities for improvement in the support process and implementing appropriate measures
Technologies/methods: Windows 10, Office 365, Active Directory

Jan 2021 - Dec 2021

1 year

On-site

On-Site Supporter / Network Technician / IT Team Lead Supporter

Freelancer

Monitoring and configuring network interfaces
Assisting with network issues by phone or on-site support
Maintaining and configuring technical network components (routers, switches, modems)
Registering computers in the company intranet
Maintaining the network infrastructure
Leading and coordinating a team of IT support staff
Providing technical on-site support to clients
Installing, configuring, and maintaining hardware components and peripherals
Diagnosing and troubleshooting hardware, software, and network issues
Assisting in setting up and configuring network connections
Performing repairs and replacing defective components
Distributing and prioritizing tasks within the team
Supporting and mentoring team members in problem solving and skill development
Monitoring team performance and productivity
Ensuring compliance with Service Level Agreements (SLAs) and customer satisfaction
Escalating complex or urgent cases to higher support levels or specialized departments
Conducting regular team meetings and training sessions
Reporting to IT management on team performance and development
Identifying improvements in the support process and implementing appropriate measures
Planning, implementing, and maintaining network infrastructures
Configuring network devices such as routers, switches, and firewalls
Monitoring and optimizing network performance
Assisting in setting up and managing network services such as DHCP, DNS, and VPN
Technologies/methods: routers, switches, modems, company intranet, peripherals, firewalls, DHCP, DNS, VPN

Jan 2020 - Dec 2020

1 year

Remote

1st Level Supporter / IT Service Technician / IT System Administrator

Freelancer

Supporting end users by phone and Skype
Diagnosing and resolving issues via phone and remote access
Forwarding unresolved issues to the appropriate escalation level
Reinstalling incorrectly installed software or misconfigured computers
Receiving requests and incident reports via phone, email, or ticket system
Identifying and classifying problems and requests
Performing initial diagnostic steps and attempts to resolve common issues
Providing basic technical support to users for hardware and software
Escalating complex issues and requests to 2nd or 3rd level support
Documenting incidents and solutions in a ticketing system
Monitoring and escalating open tickets to ensure timely resolution
Communicating with users to provide status updates on issue resolution
Installing, configuring, and maintaining hardware and software components
Performing repairs and replacing defective components
Monitoring and optimizing system performance and network connections
Assisting with troubleshooting and diagnosing technical problems
Installing and configuring operating systems and application software
Ensuring compliance with security policies and data protection regulations
Managing user accounts and access rights
Conducting regular backups and recovery processes
Creating technical documentation and user guides
Training users on IT systems and applications
Technologies/methods: Skype, ticket system

Jan 2019 - Dec 2019

1 year

IT Team Lead Supporter / IT System Administrator

Freelancer

Supporting clients with Windows 10 and Office 365
Deploying images, reinstalling, and configuring user-specific software
Documenting errors and issues
Providing telephone support to service technicians
Troubleshooting via remote access
Creating and deleting user passwords in Active Directory
Managing simple databases
Leading and coordinating a team of IT support staff
Distributing and prioritizing tasks within the team
Supporting and mentoring team members in problem solving and skill development
Monitoring team performance and productivity
Ensuring compliance with Service Level Agreements (SLAs) and customer satisfaction
Escalating complex or urgent cases to higher support levels or specialized departments
Conducting regular team meetings and training sessions
Reporting to IT management on team performance and development
Identifying support process improvements and implementing appropriate measures
Technologies/methods: Windows 10, Office 365, Active Directory

Jan 2018 - Dec 2018

1 year

On-site

On-Site Supporter / Network Technician

Freelancer

Monitoring and configuring network interfaces
Support for network issues by phone or on-site
Maintenance and configuration of technical network components (routers, switches, modems)
Registering computers in the company intranet
Maintaining the network infrastructure
Providing technical on-site support to customers
Installing, configuring and maintaining hardware components and peripheral devices
Diagnosing and troubleshooting hardware and software issues
Assisting with setup and configuration of network connections
Carrying out repairs and replacing faulty components
Planning, implementing and maintaining network infrastructures
Configuring network devices such as routers, switches and firewalls
Monitoring and optimizing network performance
Diagnosing and troubleshooting network issues
Assisting with setup and management of network services like DHCP, DNS and VPN
Technologies/Methods: routers, switches, modems, DHCP, DNS, VPN, firewalls, peripheral devices

Jan 2016 - Dec 2017

2 years

Remote

1st Level Supporter / IT Service Technician

Freelancer

Supporting end users via phone and Skype
Troubleshooting and diagnosing issues by phone and remote access
Independently receiving incident reports
Escalating unresolved issues to the appropriate level
Reinstalling incorrectly installed software or misconfigured computers
Receiving requests and incident reports via phone, email or ticketing system
Identifying and classifying problems and requests
Performing initial diagnostics and troubleshooting for common issues
Providing basic technical support to users for hardware and software
Escalating complex issues and requests to 2nd or 3rd level support
Documenting incidents and solutions in a ticketing system
Monitoring and escalating open tickets to ensure issues are resolved on time
Communicating with users to update them on issue resolution progress
Installing, configuring and maintaining hardware and software components
Performing repairs and replacing faulty components
Monitoring and optimizing system performance and network connections
Assisting in troubleshooting and diagnosing technical issues
Installing and configuring operating systems and application software
Ensuring compliance with security policies and data protection regulations
Managing user accounts and access rights
Performing regular backups and recovery processes
Creating technical documentation and guides
Training users on how to use IT systems and applications
Technologies/Methods: Skype, ticketing system

Jan 2014 - Dec 2015

2 years

1st Level Supporter / IT Service Technician

Freelancer

MDM Support (Mobile Device Management)
Providing 1st and 2nd level support
Handling support tickets
Performing device provisioning, staging and imaging
Coordinating hardware orders
Recording and managing orders in the inventory management system
Assisting with warehouse tasks
Creating reports as well as developing and maintaining work schedules
Receiving requests and incident reports via phone, email or ticketing system
Identifying and classifying problems and requests
Performing initial diagnostics and troubleshooting for common issues
Providing basic technical support to users for hardware and software
Escalating complex issues and requests to 2nd or 3rd level support
Documenting incidents and solutions in a ticketing system
Monitoring and escalating open tickets to ensure issues are resolved on time
Communicating with users to update them on issue resolution progress
Installing, configuring and maintaining hardware and software components
Performing repairs and replacing faulty components
Monitoring and optimizing system performance and network connections
Assisting in troubleshooting and diagnosing technical issues
Installing and configuring operating systems and application software
Ensuring compliance with security policies and data protection regulations
Managing user accounts and access rights
Performing regular backups and recovery processes
Creating technical documentation and guides
Training users on using IT systems and applications
Technologies/Methods: provisioning, staging, imaging, ticketing system

Jan 2013 - Jan 2014

1 year 1 month

On-site

On-Site Supporter / Network Technician / 1st Level Supporter / IT Service Technician

Freelancer

Monitoring and configuring network interfaces
Supporting network issues by phone or on-site
Maintaining and configuring technical network components (routers, switches, modems)
Registering computers in the company intranet
Maintaining the network infrastructure
Receiving requests and incident reports via phone, email or ticketing system
Identifying and classifying problems and requests
Performing initial diagnostics and troubleshooting for common issues
Providing basic technical support to users for hardware and software
Escalating complex issues and requests to 2nd or 3rd level support
Documenting incidents and solutions in a ticketing system
Monitoring and escalating open tickets to ensure issues are resolved on time
Communicating with users to update them on issue resolution progress
Installing, configuring and maintaining hardware and software components
Performing repairs and replacing faulty components
Planning, implementing and maintaining network infrastructures
Configuring network devices such as routers, switches and firewalls
Monitoring and optimizing network performance
Diagnosing and troubleshooting network issues
Assisting with setup and management of network services like DHCP, DNS and VPN
Providing technical on-site support to customers
Technologies/Methods: routers, switches, modems, company intranet, ticketing system, firewalls, DHCP, DNS, VPN

Jan 2012 - Jan 2012

1 month

1st Level Supporter / IT Service Technician

Freelancer

Supporting clients with Windows 10 and Office 365
Performing image deployment, reinstallation and configuration of user-specific software
Documenting errors and issues
Providing phone support to service technicians
Solving problems via remote control
Creating and deleting user passwords in Active Directory
Maintaining simple databases
Receiving requests and incident reports via phone, email or ticketing system
Identifying and classifying problems and requests
Performing initial diagnostics and troubleshooting for common issues
Providing basic technical support to users for hardware and software
Escalating complex issues and requests to 2nd or 3rd level support
Documenting incidents and solutions in a ticketing system
Monitoring and escalating open tickets to ensure issues are resolved on time
Communicating with users to update them on issue resolution progress
Installing, configuring and maintaining hardware and software components
Performing repairs and replacing faulty components
Monitoring and optimizing system performance and network connections
Assisting in troubleshooting and diagnosing technical issues
Installing and configuring operating systems and application software
Ensuring compliance with security policies and data protection regulations
Managing user accounts and access rights
Performing regular backups and recovery processes
Creating technical documentation and guides
Training users on handling IT systems and applications
Technologies/Methods: Windows 10, Office 365, Active Directory, ticketing system