James a.

Desktop support

HelpDesk/imaging/KB-Articles/AD/Citrix

James Catalfano
Reliable employee looking for work
Philadelphia, PA 19149
jcatalf1@student.ccp.edu
+1 717 413 9853
Graduated from Philadelphia Community College (CCP) with a honor roll degree in information technology. I am two classes short of my cyber security degree. I went to Chestnut Hill College for one year for my bachelor’s degree in cyber security. I have a lot of experience in customer service and computer technology. I excel at working with people and team communication, fast-paced workplaces, while incorporating the knowledge obtained in college & work.
Authorized to work in the US for any employer
Willing to relocate to Pennsylvania or Remote
Work Experience
Desktop Support
Newrez - Fort Washington, PA
August 2020 to August 2021
Dell encryption, bitlocker, VPN, imaging, hardware repairs, documentation of laptop models and known issues. I'm able to quickly resolve many issues and developments in production.
• Researched and resolved issues
• Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
• Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient problem solving to meet customer needs
• Documented all inquiry activities in the Jira reporting system (Also know Ivanti)
• Provided responses to inquiries in writing using professional emails and documentation
• Upgrading users from windows 7 to windows 10 (Microsoft ended support beginning of 2020)
• The ability to help users with minimal knowledge of computers
• Validate and reset passwords to meet company standards & best practices
• Fixing VPN issues, syncing passwords and many other VPN issues
• Resolved problems within Microsoft office (outlook, excel,.pst,.ost, rebuilding profiles, etc.).
• Administered repairs, upgrades and completed configuration of PC's and related peripherals.
• Providing support for cell phones, office 365, Skype for business, Teams, MFA
• Advanced knowledge of malware, Macros, and best security practices.
• Printers, drivers, windows updates, audio, video, dual monitors, and so much more
Help Desk Analyst
ISS Solutions
March 2020 to August 2020
• Resolve technical issues end users encounter, or connecting those users with more intensive IT support, when needed.
• Active directory accounts (Creating suspending removing)
• Adding and modifying distribution mailing list
• Installing HP, Zebra, Printers/Scanners and many other types of external devices
• Worked with Active Directory to build user network profiles, reset passwords, unlock accounts, etc
• Located root causes of technical errors and implemented prompt solutions
• Dell Encryption & Bitlocker
• Imaging & re-imaging new and old laptops and desktops.
• Trouble shoot hardware.
• Troubleshooting issues with sound models and fixes with compatibility issues
• Created documentation and recognized errors in models and docks.
• Extensive experience in win 10 Microsoft products access issues, firewall issues, DNS, networking and much more, feel free to contact me.
Help Desk Analyst
ISS Solutions
February 2020 to August 2020
employed
• Researched and resolved issues
• Escalated issues to the proper help desk associate when necessary and followed up on any escalated issues, all within a timely manner
• Communicated thoroughly with client representatives and customers, enabling effective information exchange and efficient problem solving to meet customer needs
• Documented all inquiry activities in the Ivanti reporting system
• Provided responses to inquiries in writing using professional emails and documentation
• Upgrading users from windows 7 to windows 10(Microsoft ended support beginning of 2020)
• The ability to help users with minimal knowledge of computers
• Validate and reset passwords to meet company standards & best practices
• Fixing VPN issues, syncing passwords and many other VPN issues
• Resolved problems within Microsoft office (outlook, excel, .pst, .ost, rebuilding profiles, etc.).
• Administered repairs, upgrades and completed configuration of PC's and related peripherals.
• Providing support for cell phones, office 365, Skype for business, Teams, MFA
• Advanced knowledge of malware, Macros, and best security practices.
• Bypassing firewalls and work arounds for connection issues
• Printers, drivers, windows updates, audio, video, dual monitors, and so much more
Education


Associate degree in Information Technology
Community College of Philadelphia - Philadelphia, PA January 2016 - June 2019
Chestnut Hill College Cyber security Philadelphia, PA September 2019- June 2020

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Location: Philadelphia PA (Can Relocate)
Responsibility: New hires inventory ordering break/Fix

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