Giancarlo Toma Email & Phone Number

Troy, Ny, Us

• Evaluate clients’ technology and make pre-emptive recommendations for improvements. • Client communications including progress of improvements and issues• Document client recommendations, improvement, and activity• Audit against Standards and Practices, performing covered alignment tasks• Communicate any necessary changes and strategy with CIO and leadership team• Asset management, including client licensing, certifications, warrantees, and backups monitoring• Audit firmware and application currency• Serve as technical advisor to our internal Account Services team and ensures clients are getting services needed from Transformation, NOC, and Service Desk teams

Troy, Ny, Us

• Team overall average resolution time < 45 mins• Owns tickets in queue and ticket notes, client communications via tickets. • Efficiently preps for tickets with documentation/RMM and research ready at the time of contacting user • Follows documentation to prosecute tickets, updating documentation for changes and/or improvements made. • Prosecutes tickets to keep 7 day open rate low • Tracks total time on ticket to ensure reactive time can be properly measured against contracts. • Collaborates with other technicians on problem-solving. • Troubleshoots problems smartly, asking for assistance on any ticket that exceeds 1 hour. • Responds to users with empathy and appreciation. • Makes recommendations to TAMs in order to reduce tickets on recurring issues. • Works with Service Desk Coordinator on unsupported requests, tracking billable time and charges appropriately.• Developed and implemented an Internship/Mentorship program to train and develop the next generation of IT Professionals• Refined internal processes to improve efficiency of the team

Denver, Co, Us

Troy, Ny, Us

• Performs help desk functions to resolve computer and IT related issues; assists the computer partner vendor in resolving network system issues and ongoing maintenance of the agency network system (including hardware and software). o The single point of contact for computer and other IT related equipment repairs for 600+ users. o Maintains records of daily data communication transaction problems and installation activities including remedial action taken. • Assists agency administrators and agency’s computer partner vendor in determining requirements for IT system(s) development and/or modifications. • Trains individuals and groups in basic computer and software operation. • Assists in agency website maintenance; created and implemented Intranet. • Assists the Security and Privacy Officer and the agency’s computer partner vendor in addressing recommendations of the Risk Assessment Plan in all computer related areas. • Coordinates computer, phone system, and other related communications equipment and software purchases and allocation. • Responsible for the agency’s computer-related security, and ensures compliance with HIPAA and other regulatory compliance requirements. • Assists the HR department with new employee computer access or denials in a timely fashion. • Completes required statistical reports and inventories related to IT.

Auburn, Wa, Us

• Process customer tickets in a timely manner while providing five-star customer service for thousands of companies throughout the globe resolving technical issues.• Support and troubleshoot Office 365 Suite issues including desktop applications, MS Teams, SharePoint, MS Exchange online, MS Exchange server, and DNS issues.• Deploy hybrid applications on premise and in cloud• Script in PowerShell • Reset passwords and set up groups and users in Active Directory • Utilize a multitude of channels to research solutions• Walk customers through the solution for their issue via screen sharing via Log Me In

Latham, New York, Us

• Conducted outbound calls to sell a multitude of loan products• Analyzed credit reports to discover opportunities for each member• Calculated savings from refinancing• Educated members on how to improve their financial picture

Albany, Ny, Us

• Utilized Adobe Suite for the creation of graphics and modals• Coordinated CMS Migration project from Joomla to Episerver• Transferred media and maintained hyperlink integrity with new CMS • Attended vendor meetings to strategize workloads and tasks• Collaborated with marketing on credit union updates and community drives

Albany, Ny, Us

• Cash handling, ATM balancing, cash dispense machine balancing, and vault balancing • Problem solved to find and resolve cash, check, and member discrepancies • Provided superior customer service daily while transacting in a timely manner• Opened accounts, completed loan applications, handled debit card issues and requests • Motivated & inspired team members to surpass branch goals• Worked daily with members, adhering to impeccable customer service standards• Protected member’s assets & personal information by preventing fraud & identity theft

Richfield, Minnesota, Us

• Communicated current pricing & promotions to my team• Developed and trained staff to consistently meet and surpass sales goals • Assisted in maintaining, merchandising & housekeeping• Consistently researched & expanded knowledge of current as well as new & upcoming technologies• Utilized multi-channel sales tools to ensure the customer’s needs are met

Associate Of Arts And Sciences - Aas, Computer And Information Sciences, General

Informatics, Informatics

Liberal Arts And Sciences/Liberal Studies

Advanced Regents