Marc R Sergile
HYDE PARK
Summary
Experienced computer engineer and system admin specializing in implementing security measures, providing technical support, and recommending innovative technologies to enhance system performance and reduce hardware costs. Proficient in system monitoring, troubleshooting, and data recovery with a proven track record of improving system uptime, efficiency, and reliability. Skilled in managing system backups, identifying and resolving network and system issues, and maintaining detailed and accurate system documentation. Dedicated to ensuring secure and efficient access to systems and applications while minimizing user downtime. Proactive team player committed to leveraging technical expertise to deliver seamless IT operations and support organizational goals.
Overview
12
12
years of professional experience
Work History
Deskside Support Technician
Soldiers Home (Contracted Talentburst)
08.2023 - 12.2024
- Provided graphical user interface-level assistance with server configuration and administration.
- Documented troubleshooting and corrective actions in ServiceNOW
- Troubleshot problems or issues with desktops and laptops.
- Supported operating system and various tools and applications.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Disconnected and reconnected desktops and peripherals to support office moves.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Walked individuals through basic troubleshooting tasks.
- Boosted network, system, and data availability and integrity through preventive maintenance and upgrades.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Lead L2 End User Support Analyst
DTTC (Contracted Moddis)
07.2022 - 08.2023
- Maintained master RMS list of users across various platforms, and direct and remote access points.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed, configured and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Lead Desktop Support /System Administrator
Boston Heart Diagnostics
02.2022 - 07.2022
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Drove continuous improvement of IT governance processes.
- Worked with users to determine areas of technology in need of improved usability.
- Designed and evaluated WAN and LAN connectivity technologies.
- Perform ongoing performance tuning, hardware upgrades, and resource optimization.
- Strong knowledge of system administration principles, network cabling, and hardware diagnostics.
- Managed onboarding and offboarding of employees.
- Apply OS patches and upgrades regularly, ensuring administrative tools and utilities are up-to-date.
- Completed reports detailing network and systems performance and downtime issues.
- Provisioned new software and hardware for use, following established security policies.
- Led server infrastructure development, quality assurance, staging and production systems.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Monitored networks and network devices to resolve technical problems quickly.
- Implemented, developed and tested installation and update of file servers, print servers and application servers.
- Performed network security design and integration duties.
- Diagnosed and executed resolution for network and server issues.
- Provide support for Microsoft platform administration, including Exchange.
- Develop and maintain system installation and configuration procedures to ensure consistency and reliability.
- Perform daily monitoring of system integrity, server resources, hardware availability, and critical processes.
- Plan and implement network security measures to safeguard data, software, and hardware.
- Excellent problem-solving, communication, and organizational skills.
Senior Desktop Support Technician
Partners Health System
11.2013 - 02.2022
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Deployed devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Managed system migrations, enhancing operational efficiency across departments.
- Provided Tier 2/3 support, resolving complex issues and improving user satisfaction.
- Configured and maintained hardware/software, ensuring seamless functionality.
- Spearheaded computer system migration, enhancing operational efficiency. Provided expert Tier 2 and 3 support, resolving complex technical issues and optimizing system performance.
- Delivered exceptional customer service, addressing inquiries via multiple channels. Provided comprehensive support for lab and exam room equipment, minimizing downtime and enhancing productivity.
- Executed meticulous hardware and software installations for desktops and servers. Maintained precise ticketing system using Footprint, ensuring thorough issue tracking and resolution.
- Optimized system performance through strategic migrations, resolving complex technical issues, and enhancing operational efficiency across departments.
Help Desk Analyst / HTML Developer
Steward Health System
01.2013 - 04.2013
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Provided basic end-user troubleshooting and desktop support.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved technical issues by troubleshooting.
- Logged support tickets and closed when issues were resolved.
- Managed high levels of call flow and responded to technical support needs.
- Evaluated system potential by testing compatibility of new programs with existing programs.
Education
Associate of Science - Computer And Information Systems
Bunker Hill Community College
Charlestown, MA07-2018
No Degree - Biology
Atlantic Union College
South Lancaster, MA06-2010
High School Diploma -
Joseph P. Keefe Technical High School
Framingham, MA07-2001
Skills
- Hardware installation
- Mobile device management
- Incident management
- Software configuration
- Networking
- Microsoft Office
- Mac OS operating system
- DNS
- DHCP
- Analytical and Critical Thinking
- Customer Support
- Front-End Development
- Microsoft Tools
- Python
- Active Directory knowledge
- SCCM
- Microsoft intune engineer
- Windows 10, 8, 7
- Windows Server
- Microsoft Sharepoint
Timeline
Deskside Support Technician
Soldiers Home (Contracted Talentburst)
08.2023 - 12.2024
Lead L2 End User Support Analyst
DTTC (Contracted Moddis)
07.2022 - 08.2023
Lead Desktop Support /System Administrator
Boston Heart Diagnostics
02.2022 - 07.2022
Senior Desktop Support Technician
Partners Health System
11.2013 - 02.2022
Help Desk Analyst / HTML Developer
Steward Health System
01.2013 - 04.2013
Associate of Science - Computer And Information Systems
Bunker Hill Community College
No Degree - Biology
Atlantic Union College
High School Diploma -
Joseph P. Keefe Technical High School
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