Gerald Fangonillo

About

Gerald Fangonillo is a proficient IT Professional with a strong foundation in computer systems. He earned his education at George Brown College and certified with CompTIA A+, he possesses a solid educational background and industry-recognized credentials. His journey in the world of technology began with a natural curiosity about how things work, leading him to pursue a career in IT.

IT Professional

With a knack for troubleshooting and problem-solving, Gerald thrives in the fast-paced environment of IT support. Whether it's resolving network issues or providing technical assistance to users, he approaches every challenge with determination and efficiency.

  • Name: Gerald Fangonillo
  • Location: Ontario, Canada
  • Status: Canadian Citizen


Outside of work, Gerald indulges in a variety of hobbies. A skilled guitarist, he derives immense pleasure from crafting intricate solos and honing his mastery across a wide array of guitar techniques. When he's not lost in the world of music, Gerald can be found hitting the streets on his skateboard, embracing the thrill of the ride and pushing his limits with daring tricks.


Additionally, Gerald has a keen interest in web hosting, remote access technologies and computer networking, constantly seeking to expand his knowledge in these areas. His commitment to learning and adapting to new challenges keeps him at the forefront of emerging trends and innovations in the IT industry.


With his blend of technical skills, passion for music, and adventurous spirit, Gerald Fangonillo embodies a dynamic individual who approaches life with enthusiasm and determination. Whether he's troubleshooting IT issues, strumming his guitar, or carving through the streets on his skateboard, Gerald embraces each moment with zest and a thirst for new experiences.

Skills

Highlighting technical expertise from practical and professional experiences, I bring a strong skill set and deep industry knowledge to the table.

Server Administration 80%
IT Service Management 75%
Technical Troubleshooting 90%
Networking 75%
Operating Systems 95%
Virtualization 65%
Web Developing 60%
Microsoft 365 85%

Resume

Results-driven IT professional with over four years of experience in helpdesk support role. Skilled in troubleshooting with the ability to effectively communicate technical solutions to users across all levels of proficiency.

Professional Experience

IT Helpdesk Technician

Jun 2024 - Present

Marathon Hardware - Mississauga, ON

  • Oversee Windows Servers including Domain Controller, Print Server, File Server, Terminal Server and SQL Servers.
  • Manage user accounts in Active Directory, Prophet 21 (ERP), Google Workspace and Microsoft 365.
  • Administer the VoIP system, including extension assignments, profile setup and call routing.
  • Handle IT onboarding and offboarding processes, including workstation setup with domain integration, software installation and network access configuration.
  • Utilize SolarWinds ITSM for incident management and remote support.
  • Resolve technical problems related to software, hardware and network infrastructure.
  • Manage access and permissions for Prophet 21 (ERP), address user requests, resolve issues through research and troubleshooting.
  • Contact vendors for additional support on ERP and infrastructure issues.

IT Helpdesk Specialist

Jul 2019 - Feb 2024

Pearson Canada - North York, ON

  • Delivered helpdesk support via phone, email and chat, tracking client interactions and statuses using Oracle ServiceNow ticketing system.
  • Achieved a place in the monthly top 3 performers several times.
  • Maintained a service level above 90% with a first contact resolution rate of over 80%.
  • Handled an average of 30 tickets per day, with volumes ranging from 40 to 100 tickets during peak seasons.
  • Collaborated with level 2 support to troubleshoot and resolve complex issues.
  • Managed a critical outage, addressing roughly 100 tickets overnight with a 70% service level.

IT Support Intern

Jul 2017 - Dec 2017

Travel Edge - Toronto, ON

  • Administered user accounts in Active Directory and Microsoft 365.
  • Handled IT onboarding, including workstation setup with domain integration and software installation.
  • Diagnosed and resolved issues concerning software, hardware and network infrastructure.
  • Assisted the IT team in migrating to Office 365 and upgrading the phone system.
  • Performed disk imaging and hardware upgrades on laptops to improve speed and performance.
  • Managed the secure export and import of email backups.

Education

College Diploma - Computer Systems Technician

Jan 2016 - Dec 2018

George Brown College - Toronto, ON

Computer Systems Technician diploma program gives a broad and in-depth technical base, through courses in the high-demand areas of system support, network administration, and web technologies.

Certificate

CompTIA A+ ce Certification

Apr 2024 - Apr 2027

CompTIA A+
Credential ID: COMP001021478036

Earners of the CompTIA A+ certification are proven problem solvers who are able to perform critical IT support tasks including device configuration, data backup and recovery, and operating system configuration. CompTIA A+ certified professionals have demonstrated baseline security skills for IT support roles and are able to detect and remove malware, address privacy concerns, and troubleshoot core service challenges.

Contact

Location:

North York, ON M3N 2Y4

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