1. ANGELO D. PONTELLO
18202 Stillwell Lane, Tampa, FL
(813) 417-7562 angelo.pontello@gmail.com
IT Business professional with Microsoft expertise and over 20 years of Information Technology and
systems experience supporting large national and multinational telecommunications and financial
corporations seeking to contribute diverse knowledge and skills in a challenging position
encompassing computer operations/support, installations, troubleshooting, and maintenance.
Proficient in computer hardware, software and other peripherals with hands-on experience with
current technologies of networks, servers, equipment, and cutting-edge applications, analysis,
installation, and configuration. Self-motivated and efficient with an extensive track record in
evaluating and devising comprehensive solutions with proven ability to consistently meet deadlines
and achieve results in rapidly changing environments.
CORE COMPETENCIES
• Information Technology • Hardware / Software Installation & Support
• IMAC & Break / Fix • Customer Service / Technical / Desktop Support
• Asset Management • PC Imaging, Configuration & Deployment
PROFESSIONAL EXPERIENCE
Verizon Data Services LLC, Temple Terrace, FL Jan 1998 – Dec 2015
IT Tech Support Level 3 Aug. 2000 – Dec. 2015
Managed infrastructure and FLS (First Line Support) for hardware, software and network for
specialized Crisis Management Desk (CMD). Worked offsite with remote and local team that
implemented and ran outage bridges to recover Verizon’s Mission Critical applications and Network
outages.
Handled IMAC’s, Break/Fix, testing, network configurations of desktops, laptops and printers.
Diagnosed, installed, configured and repaired computer systems and software. Installed
motherboards, processors, RAM and graphics cards. Drove resolution of Wireless retail stores issues,
and provided Customer and support notifications through escalations and executive communications,
and real-time status of all client-impacting events through Verizon's home-grown tools.
 Established and maintained CMD Support Web Site - Repository for documents, training
guides and support links, which enhanced efficiencies and resolution time
 Developed training materials and procedures, and trained users in the proper use of
hardware or software, which increased self-service and lowered call volumes
 Provided a solution by automating backups for management
 Drove bridges to resolution under 1 hour, 96% of time and met departments aggressive
forecast

2. ANGELO D. PONTELLO Page 2 of 2
IT Help Desk Technician Level 2 Jan. 2000 – Aug. 2000
 Provided Senior Technical support for Verizon Premium account external to Verizon, FSG
(Federated Systems Group); PC deployment; LAN domain administration (Win NT / Novell,
Federated Systems Group network) troubleshooting, diagnosing, resolving, and documenting
hardware, software and network related technical issues; Provided telephone support to
Verizon Data Services Inc. end users, troubleshooting, diagnosing, resolving, and
documenting hardware, software, network and mainframe related technical issues; Created,
responded to, escalated, and closed tickets; Tracked all outstanding tickets, working closely
with Tier II Technician ensuring timely problem resolution.
 Resolved up to 83% of first touch issues
IT Help Desk Technician Level 1 Jan. 1998 – Jan. 2000
 Awarded Verizon Top 10 Employee of the year (1998)
 Passed PC /LAN training at top of class with 98%
 Promoted to Supply Help Desk (Specialized Help desk for Verizon Ordering and
procurement)
ARC Staffing Solutions, Tampa, FL
IT Help Desk Technician Level 1/Contractor Jun. 1997 – Jan. 1998
Equifax Payment Services June 1995 – July 1997
Computer Operations Supervisor Mar. 1997 – Jul. 1997
Computer Operations Scheduler Nov. 1995 – Mar. 1996
Help Desk & Computer Operator Jun. 1995 – Nov. 1995
TECHNICAL
Software: IBM Sametime 7.5.1, 8.0,8.2, Instant Meeting Web Moderator, JCL. Symantec Ghost/PC
Anywhere, Attach-mate Extra Personal Client/ KEA! X, Aspect Convergence, Instant Meeting Web
Moderator, Executive Diskeeper, Adobe Photoshop, REMEDY.
Hardware: Multiple HP and IBM desktops, laptops, docking stations, printers. Extron Switchers,
Nortel VoIP Gateway and Branch Unit, Dterm Series E telephones.
Servers: M/S Windows 2008, 2003, Active Directory, Symantec Ghost Cast, Exchange, SQL 2003,
Mercom Audiolog
Monitoring Systems: Dameware, Terminal Services, NOCV, TAS (Telephony Application Server)
Network disciplines: TELNET, TCP/IP, DHCP, DNS, VPN, VHO & FTTP Architecture, Wi-Fi, HTTP.
EDUCATION
Certified Mercom Engineer (Audiolog Recording Systems) – Milner Voice and Data, NJ – 2003
MCSE - courses passed at Phoenix University, Temple Terrace, FL. 2000-2004
BS Computer Science - Brock University, St. Catharines, Ont. Canada
MIS (Management Information Systems) - Bowling Green State University, Bowling Green, OH