This document is a resume for Joseph Ferranti, who has over 20 years of experience in help desk and desktop support roles. He currently works as a senior systems analyst at Albéa Americas, Inc., where his responsibilities include supporting users, deploying new hardware and software, managing accounts, and ordering equipment. Previously, he held knowledge management and help desk analyst roles at Pfizer and desktop engineer/help desk analyst roles for another company, where he supported users, rolled out new operating systems, and managed hardware assets and security tokens. He has extensive experience with Microsoft software, networking hardware and tools, security software, and remote support applications.

1. Joseph Ferranti
38 Wellington Avenue
973-769-1437 Flemington, NJ, 08822 joseph.ferranti@comcast.net
Help Desk Professional
Senior IT Analyst and Team Leader with more than 20 years’ experience in Help Desk and Desk
Side Support. Responsible for the day-to-day activities associated with department functions
including new hire training, new hardware deployment, operating systems implementation, and
maintaining and upgrading content on web-based diagnostics tools. Effective technician with
strong communications skills required to provide world-class service to internal and external
clients.
Demonstrated Expertise
Knowledge Management SCCM (System Center
Configuration Manager)
Service-now
iPhones Active Directory Users
& Computers
Employment History
Albéa Americas, Inc., Washington, NJ 2010 – Present
Senior Systems Analyst
 Support company employees on software and hardware related issues, including but not limited to
proprietary and "standard" packages. Troubleshoot issues by phone, e-mail, desk side or remote
desktop tools.
 Support various sites: Washington, NJ, Shelbyville, TN, Reynosa, MX, Brampton, CA, and
Hidalgo, TX.
 Track all calls using a web-based tool called Service-now.
 Support Microsoft Operating Systems and Office Suite through current version, iPhone, and
various in-house applications written specifically for each department.
 Support various HP and Dell peripherals (including laptops, desktops, and servers).
 Support users using the company’s VPN access Zscaler.
 Manage all aspects AS400 accounts – Creation, deletion, additional access rights.
 Responsible for creating and troubleshooting AS400 logon accounts.
 Responsible for ordering computers and all related equipment that goes with them.
 Responsible for creating and troubleshooting Windows logon accounts via Active Directory.
 Responsible for creating and troubleshooting SAP logon accounts.
 Deploy the latest versions of Windows and Office to the whole company.
 Responsible for managing all File Print Servers throughout the different sites.
 Responsible for signing off on all IT related invoices.
 Responsible for managing cellular contract with AT&T (ordering, accounts).
Pfizer, Inc., Morris Plains, NJ
Knowledge ManagementAnalyst (Consulting Through CompuCom) 2006-2008
Maintain knowledge of and familiarity with Business units, functions, locations, and personnel.

2.  Maintain knowledge of and familiarity with all Service Desk processes and procedures.
 Incorporate Service Desk processes and procedures into all documentation to be added or updated in the
knowledge repositories.
 Respond to and log all e-mails sent to the CIT Knowledge Management mailbox in the Problem
Management Tool (PMT) according to predefined processes.
 Ensure the accuracy, clarity, conciseness, and consistency of information in knowledge repositories.
 Communicate and follow up on requests for information to Business Unit representatives and/or support
personnel.
 Inform KM Management of unresponsive Business Unit representatives and/or support personnel.
 Communicate new additions and changes to the knowledge repositories to the Service Desk team leads.
 Ensure prompt response,status and follow-up service forallService Desk analyst requests that affect their
ability to escalate a client’s issue.
 Make recommendations to Team Leaders forcontinuous process and knowledge repository improvement.
 Participate in shadowing sessions as a means of self improvement and to maintain an awareness of the
methodology of analysts.
 Participate in specialprojectsand activities to enhance the functioning of the Service Desk and asa means of
self improvement.
 Perform necessary functions to assist in training of new front-line analysts.

3. Joseph Ferranti 973-769-1437 /joseph.ferranti@comcast.net Page Two
Employment History (continued)
DesktopEngineer|HelpDeskAnalyst (Consulting Through Visalign) 1999-2006
Windows 2000 Migration Team.
▪ Rolled out Windows 2000 with Office 2000 to about 3000 field users and 200 people in-house.
▪ Re-imaged new and existing Dell laptops and desktops with Windows 2000 image. Also
customized each machine for specific end-users.
▪ Traveled to different major cities to rollout the new laptops with Windows 2000 on it during a
five-week period.
▪ Traveled to different cities to assist the company on their New Hire Training and Internet
Explorer rollout to a select group of sales force.
▪ Supported 3000 field users and 650 people in-house.
Help Desk Analyst and Desktop Analyst
 Supported company employees on software and hardware related issues, including but not limited
to proprietary and "standard" packages. Troubleshoot issues by phone, email, desk side or
remote desktop tools.
 Tracked all calls using Remedy Helpdesk Software and then switched over HP OpenView
ServiceCenter.
 Created documentation for the Helpdesk for knowledge base.
 Team Lead for Field Base users.
 Maintained and supported all Department Applications.
 Worked closely with all staff members from Support and Server/Network to implement all
project management tasks relating to new application upgrades and installs.
 Troubleshoot any applications interface issues. Conduct internal testing on all
interfaces/engines/network and server issues.
 Provided information on all Disaster Recovery issues, Service Level troubleshooting, customer
service issues and technical solutions on all application support needs.
 Escalation level for Helpdesk Support on all vendor specific applications.
(Logins/Troubleshooting).
 Windows XP Migration Team. Rolled out Windows XP with Office 2003 to about 170 field
users.
 Supported Microsoft Operating Systems and Office Suite through current version, BlackBerry,
McAfee Virus Scan, and various in-house applications written specifically for each department.
 Supported various IBM peripherals (including laptops and desktops).
 Tracked hardware through Remedy’s Asset Management tool. Then switched over to HP
OpenView ServiceCenter’s Asset Management.
 Supported clients in using WebEx.
o Assisted clients in setting up their WebEx meetings. Ranging from creating their ID’s to
sending out the invites and obtaining the meeting number.
o Groups consisted of 10 – 15 members if not more.
o Provided support to the clients using the WebEx remote control utility.
RSA / ACE Administrator:
 Responsible for supporting SecurID tokens for Field Base users and In-House users.
 Created user ID’s and assigned SecurID tokens to that ID using the ACE Remote Admin Tool.
 Removed user ID’s and unassigned SecurID tokens using the ACE Remote Admin Tool.

4.  Shipped SecurID tokens to Field Based users via FedEx.
HARDWARE EXPERIENCE
Installed and troubleshoot HP Printers and Lexmark Printers, Toshiba Printers, Compaq PC’s, HP PC’s and Servers
(including Thin Clients), Dell PC’s and Servers and Lenovo (IBM) laptops and desktops, Smart Label Printers, RSA
SecurID Tokens, BlackBerry, iPhone, Linksys Routers, LAN/WAN.
SOFTWARE EXPERIENCE
Microsoft Windows (up to current version), Microsoft Office Suite (up to current version), Microsoft Teams, Lotus Notes,
Ferro Backup, Microsoft Quick Assist, Windows Defender, ACE Administrator (RSA SecurID tokens), Adobe Acrobat,
Zoom, SAP, Microsoft Project, WinZip, 7-Zip, AS400, Zscaler, Active Directory Users and Computers, UltraVNC
Viewer, OneDrive, IZArc, Symantec Endpoint Protection, Software Center, Google Chrome, SCCM (System Center
Configuration Manager).
EDUCATION
The Chubb Institute Parsippany, NJ
Network Technician (2004)
Data Center Support (1998)
PersonalComputer Specialist (1994)
CALC/Canterbury Parsippany, NJ
Deploying Windows 2000 Professional (1999)
STI Knowledge Villanova, PA
Certified Help Desk Professional (2004)