John Spicochi Email & Phone Number

Albuquerque, New Mexico, United States

• Consistently resolved the highest number of IT support cases each month.
• Utilized Microsoft Security Dashboard and Microsoft Defender for Endpoint to review and investigate possible vulnerabilities and threats.
• Implemented a knowledge base that included over 250 hundred articles explaining IT procedures and troubleshooting steps for known issues.
• Managed the migration of 500 users from Skype to Microsoft Teams.
• Managed the migration of 250 users from Windows 7 to Windows 10.
• Responsible for applying patches to servers and network switches.

Albuquerque, New Mexico

• Managed migration of 200 users from Windows 7 to Windows 10 and from Office 2013 to Office 365.
• Spearheaded a project to fully document all the steps required when installing and configuring software on a new computer.
• Developed an informative, but fun, PowerPoint presentation explaining IT procedures and Security to new hires.
• Assisted end users with computer issues over the phone, email, chat, and in person.
• Conducted training for end users on proper IT security and how to use Office 365, OneDrive, and Skype.
• Created and reviewed security alerts in SPLUNK.

Albuquerque, New Mexico

• Established a system to identify potential issues on client’s systems which significantly increased client satisfaction.
• Reduced the number of cases from clients by authoring client-facing Knowledge Base articles on how to resolve common issues. This included How-To videos.
• Developed and implemented a training program for clients for new CRM software that was being released.
• Served as an escalation contact for the engineering team. Ensured necessary troubleshooting was performed and cases were documented with required technical data prior to escalation.
• Resolved incorrect data by writing custom SQL scripts.
• Corrected HTML and CSS errors that prevented the software user interface from working properly.

Rio Rancho, New Mexico

• Resolved both hardware and software malfunctions/errors with HP storage solutions for clients. This included troubleshooting and configuring Enterprise Virtual Arrays, Cisco switches, Brocade switches, and QLogic Fibre.
• Trained clients how to setup and configure Fibre Channel over Ethernet (FCoE), iSCSI, Inter-Switch Links (ISLs), trunking, zoning, and disk groups.
• Assisted customers with proper configuration of data protection (RAID) levels, load balancing, Multipath I/O (MPIO) and Host Bus Adapters (HBAs).
• Consistently one of the top 3 agents for Diagnosis Accuracy out of 24 agents.
• Subject Matter Experts on how to troubleshoot and improve Storage Area Network (SAN) performance.
• Wrote dozens of articles for agents and clients on how to resolve known issues.

Albuquerque, New Mexico

• Worked with SMEs to create standard operating procedures (SOPs) for different departments, including the engineering team, the HR team, and the IT team.
• Improved the accuracy of technical documents by editing and proofreading procedures, and work instructions.
• Authored dozens of internal technical documents including a 400-page document on internal company procedures.
• Wrote scripts in Javascript and Python for publishing online content.
• Created and modified internal and external web sites by utilizing HTML and Cascading Style Sheets (CSS).
• Generated numerous published manuals, including 4K-page aircraft maintenance manual, by using XML and XSLT.

Bachelor'S Degree, English/Professional Writing

Graduate Certificate, Cyber Security, A