Thomas Peracchio Email & Phone Number

North Olmsted, OH, US

I am a senior technical support specialist who resolves product, infrastructure, and end user issues. I have worked across industries, with expertise in healthcare software solutions. I am currently seeking new opportunities in the Cleveland area and can be contacted via LinkedIn.

Westlake, OH, US

• Provided primary product support and maintenance for the Health Care vertical Epic and Medassist-based OnBase solutions.
• Worked 2nd shift to support OnBase modules across multiple industries, applications, and market verticals.
• Researched Customer OnBase problems utilizing the Hyland knowledge base. Reproduced problems in various test environments to identify solutions.
• Worked directly with Module Experts, as needed, to identify root cause or engineer solutions.

• Responded to incoming calls from end users.
• Reset Active Directory and EPIC passwords. Resolved problems with Microsoft Office products and dozens of healthcare /business applications.
• Performed problem identification and escalated tickets to appropriate teams based on event to ensure customer’s needs are met.
• Met all Service Desk Service Level Agreements (SLAs) and Key Performance metrics. Documented issues accurately to ensure timely resolution and to track and monitor problems.

Atlanta, GA, US

• Supported the company network infrastructure.
• Scheduled and modified jobs on Windows Servers, remote servers, and VMware virtual Windows servers.
• Created users and groups as well as populated the groups within Active Directory and MS Exchange, both through GUI and PowerShell.
• Resolved DNS and routing problems with MMC.
• Assisted in a corporate project to make Active Directory and network folder structure of 1.2 million files and folders more efficient.
• Responded to Service Now tickets or Help Desk referrals to resolve network issues. Used Mimecast to resolve e-mail problems. Created a process to make handoffs between Help Desk and Infrastructure team more efficient.

Solon, OH, US

• Help Desk Specialist II | 2013 to 2014Supported IT infrastructure and 400 end users, including networking, software, hardware maintenance and repair, inventory, upgrades, and business support via phone and remote.
• Responded to Help Desk tickets, promptly resolving or escalating problems.
• Created and updated user accounts in Active Directory and Exchange.
• Monitored workstations and pushed updates and applications using SCCM.
• Diagnosed and repaired Lenovo, HP, and Dell desktop and Laptop computers and network problems.
• Supported relocation of headquarters, breaking down and setting up IT workstations for 400 employees.Help Desk Specialist I | 2011 to 2012

Diagnosed and repaired desktop computers and network problems while attending ITT as a student.

Marketed auto insurance, via e-commerce, to identify prospect needs to generate quotes, respond to questions, and confirm sales. Answered inbound calls from customers and completed electronic forms to generate Insurance quotes.

• Supported IT Engineers, Systems Administrators and Payroll across multi-platforms, including Windows XP, Windows NT, Windows 2000 Server, UNIX, and Oracle job scheduling.
• Provided support to IT, providing initial diagnosis and resolution for system performance issues and batch processing across multi-platform, global Production and Test environments.
• Initiated a project to update and improve IT support documentation across three shifts, as well as a process to streamline the helpdesk ticketing process (the tracking and escalations).