Vincent Macaluso Email & Phone Number

Gaithersburg, Maryland, United States

Rockville, Md

• Maintain, update, and assign event work order requests using Service Now ticketing system.• Operational support for in-place Active Directory covering 100+ users, workstation Desktop and Mobile support for the local staff.• Assist with the installation, configuration and ongoing usability of desktop computers, peripheral equipment, software, and audio visual equipment.• Day-to-day operation of the building VoIP telecom systems, using Cisco phones and AT&T UC Central Management System.• Implement large scale hardware and software roll-outs to support the sales and broadcast programming departments. • Create and maintain network, desktop, hardware, and software documentation.• Track, record and respond to requests for IT technical support. Technical support includes workstation hardware, application and collaboration software and mobile devices utilizing Windows and Apple operating systems.• Deploy PC software fixes, patches, updates for Windows and Apple devices.• Lead and assist with root cause analysis as it relates to desktop computers and all peripheral devices.• Support IT special projects, office moves, data recovery, imaging computers, installing cabling, hardware and software testing.• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email (Exchange) servers and audio/visual conferencing systems, applications servers and administrative systems.

• Resolved and documented Tier I and II customer issues via chat and written communication, using a variety of ticket system software, including WHMCS, Kayako, Zendesk, SmartDesk.• Assisted with customer refunds and reimbursements.• When necessary, escalated Tier III matters to datacenter and a variety of vendor ticket system software, including WHMCS, Salesforce, Kayako.

Washington D.C. Metro Area

• Maintained, updated, and assigned event work order requests.• Processed and logged vendor quotes and invoices.• Prepared, shipped and received equipment for remote events or hosts.• Performed preventive technical maintenance on remote broadcast equipment and systems.• Ordered supplies and parts needed for remote event support.• Provided basic operator level support to various broadcast systems.

Rockville, Md

• Identified and provided Tier I and II solutions via telephone and trouble ticket for 4000 clients. Topics include billing, various account logins, email server and desktop and wireless device client configuration, configuration of Android, Apple iOS and Windows Phones, domain name registrations, renewals and transfers, web based Content Management Systems and eCommerce packages, SSL configuration and installation. • Designed, installed and configured internal systems to monitor status of all servers and devices using Nagios Core.• Planned, coordinated and performed regular migrations of Linux servers with large number of accounts.• Kept informed on all aspects of WebNet Hosting systems, platforms and solutions including server virtualization: Plesk & cPanel/WHM, POP3, IMAP, SMTP, MySQL, DNS, OpenVZ, server monitoring, hosting packages, webmail and company policies such as account security, billing, domain transfers and registrations. • Managed and trained additional support representatives as needed.• Escalated Tier III matters to datacenter.

New Orleans, La

• Identified and provided Tier I solutions for 800k-1M customers via telephone and trouble ticket. Topics included billing, account logins, email client configuration, domain name registrations, renewals and transfers, and web based Content Management Systems. • Kept informed on all aspects of directNIC registration and web hosting systems; including custom written backend for configuration of client's POP3 servers, DNS configuration, nameserver settings, hosting options (Free, Bannerless and Premium options,) webmail and various company policies such as account security, billing, domain transfers and registrations.

New Orleans, La

• Performed in-shop and on-site computer and network troubleshooting and support on a variety of name and off-brand laptop and desktop computers.• Installed and configured small and medium size Local Area Networks.• Installed hardware and software in a variety of name and off brand laptop and desktop computers.

Greater New Orleans Area

• Ordered, Designed and produced printed materials for ten state medical centers including Charity and University Hospitals. Materials included business cards, letterhead, brochures, books and other offset printing items.• Advised customers via telephone and in person on the design and production of printed materials.

Greater New Orleans Area

• Coordinated production times for a staff of 12 on-air talent, clients and guests including local and national celebrities.• Responsible for all on-air local and national commercial spots.• Produced 30- and 60-second promotional and commercial spots for broadcast on several high-profile radio stations in the New Orleans metro area.

Mass Communications

Information Technology

Pursued Degree in Information Technology

Microsoft Certified Professional, Network Technology