Josephine Volturno

Highly motivated and customer-focused professional with 15 years of experience in customer service, project management, and relationship building. Seeking a customer service role where I can use my expertise to provide exceptional support to clients and ensure a smooth experience. Proven ability to communicate effectively with customers and internal teams, manage multiple projects simultaneously, and exceed targets. Dedicated to delivering the highest level of customer satisfaction and building long-term relationships with clients.

EXPERIENCE

7/21- 3/1                    Promonotory Mortgage Path Danbury, CT

                                    Desktop Engineer       

• Daily Help Desk Support for Fulfillment Clients remote and onsite
• Configure and deploy new pc and mac laptops
• Assist users setting up mobile devices to access corporate email
• Create new and manage user accounts in Active Directory
• Assists users on how to connect to VPN 
• Perform New hire onboardings teach users how to use PMP tools and software
• Troubleshoot software and hardware issues
• Log customers calls and correspondence using Jira ticketing system

11/20-04/21               Compass New York, NY

                                    Agent Experience Manager

• Support daily Real Estate Agents located in Darien and Westport offices
• Trained and supported Agents on Compass software platform
• Performed new Agent technology onboardings
• Responsible for Agents state license and board transfers 
• In charge of ordering For Sale and Open House signs and Business Cards
• Trained and assisted Agents in adapting to Google Suite of tools
• Responsible for updating Agents pages on the Compass Website
• Trained and assisted Agents on Mobile device Compass App and Google mail 

02/20- 10/20              MNI Meredith Corp, Stamford, CT 

                                    Tech Analyst

• Break and Fix support for 150 MNI employees in Stamford office
• Responsible for Windows update
• New Hire tech setup and training
• Setup AD accounts for new hires
• Provided support for Webex meetings
• Ordered and maintained laptop inventory
• Imaging computers using SCCM
• Trained and assisted users with VPN 

02/19 – 02/20            Compass, New York, NY 

IT Support Associate

• Support 200+ Real Estate Agents located in 5 offices in Westchester and 2 offices in CT
• Upgraded Switches and Firewalls in remote offices.
• Setup new offices with internet access, switches and firewalls
• Upgrade and install new software for Agents, i.e.: Microsoft, Adobe
• Instruct Agents how to use Onelogin Multi factor authentication
• Setup hardware and provide training for new hires
• Install and maintain hardware for Blue Jeans Video Conferencing.
• Setup and support Dial Pad phone system

09/18 – 02/19            WWE Corp, Stamford, CT

Help Desk Technician

• Provided hardware and software support 800 people, located in Stamford and World Wide.
• Imaged and deployed PC using SCCM image and Macs using JAMF
• Deployed and managed mobile devices
• Conducted all new hire orientation
• Provided training in Google Suite
• Installed and repaired software
• Setup new workstations, with monitors, phones and computers
• Install and setup VPN Client 
• Setup and installed multi factor authentication DUO application 

01/11 – 09/18            Conde Nast, New York, NY 

Technology Analyst

• PC, MAC mobile and file support for 2000 clients located in the NY office.
• Mobile device deployment and maintenance 
• Setup and monitored video conferences
• Replaced and upgraded memory and hard drives
•  Installed network printers 
• Provided training for Google Suite, Microsoft office, Zoom and Zendesk 
• Maintained IT department web page on company intranet   
• Managed helpdesk articles in company internal help center             

9/07 - 12/11               RC Bigelow, Fairfield, CT

Desktop Analyst

• Provided PC, network and file server support for 300+ people in the Fairfield Office and remote sales persons
• Installation, diagnosis, repair and maintenance of software and hardware
• Purchased and deployed new hardware
• Provided Microsoft Office training
• Lead in Video Conference install in Executive Board Room

Network A+ Certification, VM ESX Virtual Infrastructure 3.5, MS2261 -Supporting and troubleshooting MS Windows, MS 2262 – Supporting Users running applications on MS Windows OS, MS 2199 – Jumpstart Active Directory Fundamentals,

MAC OS Support Essentials, Exchange 2010, Windows Server 2008