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I’m an IT professional with 13+ years of experience supporting and engineering enterprise networks and systems, with a strong track record of troubleshooting, documentation, and customer-focused resolution. I’ve worked across environments that include Active Directory, DNS/DHCP, LAN/WAN networking, VPN connectivity, virtualization (VMware vSphere), and automation development and support for mission-critical infrastructure. I also have extensive experience imaging and deploying Windows based computers including handling all data transfer and application installs for clients. I also bring a quality and automation mindset to my work. As an ISTQB Certified Software Tester and later as a Quality/IT Business Analyst, I’ve written and executed test scripts, triaged defects in HP ALM, and helped ensure thorough test coverage from requirements through delivery. More recently, I’ve automated repetitive business processes with Automation Anywhere bots, maintained knowledge bases and bot manuals, and supported production changes with careful testing and documentation.…I’m an IT professional with 13+ years of experience supporting and engineering enterprise networks and systems, with a strong track record of troubleshooting, documentation, and customer-focused resolution. I’ve worked across environments that include Active Directory, DNS/DHCP, LAN/WAN networking, VPN connectivity, virtualization (VMware vSphere), and automation development and support for mission-critical infrastructure. I also have extensive experience imaging and deploying Windows based computers including handling all data transfer and application installs for clients. I also bring a quality and automation mindset to my work. As an ISTQB Certified Software Tester and later as a Quality/IT Business Analyst, I’ve written and executed test scripts, triaged defects in HP ALM, and helped ensure thorough test coverage from requirements through delivery. More recently, I’ve automated repetitive business processes with Automation Anywhere bots, maintained knowledge bases and bot manuals, and supported production changes with careful testing and documentation.

Mark Canali

Web Developer, Data Analyst, Data Annotator, +7

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I’m an IT professional with 13+ years of experience supporting and engineering enterprise networks and systems, with a strong track record of troubleshooting, documentation, and customer-focused resolution. I’ve worked across environments that include Active Directory, DNS/DHCP, LAN/WAN networking, VPN connectivity, virtualization (VMware vSphere), and automation development and support for mission-critical infrastructure. I also have extensive experience imaging and deploying Windows based computers including handling all data transfer and application installs for clients. I also bring a quality and automation mindset to my work. As an ISTQB Certified Software Tester and later as a Quality/IT Business Analyst, I’ve written and executed test scripts, triaged defects in HP ALM, and helped ensure thorough test coverage from requirements through delivery. More recently, I’ve automated repetitive business processes with Automation Anywhere bots, maintained knowledge bases and bot manuals, and supported production changes with careful testing and documentation.…I’m an IT professional with 13+ years of experience supporting and engineering enterprise networks and systems, with a strong track record of troubleshooting, documentation, and customer-focused resolution. I’ve worked across environments that include Active Directory, DNS/DHCP, LAN/WAN networking, VPN connectivity, virtualization (VMware vSphere), and automation development and support for mission-critical infrastructure. I also have extensive experience imaging and deploying Windows based computers including handling all data transfer and application installs for clients. I also bring a quality and automation mindset to my work. As an ISTQB Certified Software Tester and later as a Quality/IT Business Analyst, I’ve written and executed test scripts, triaged defects in HP ALM, and helped ensure thorough test coverage from requirements through delivery. More recently, I’ve automated repetitive business processes with Automation Anywhere bots, maintained knowledge bases and bot manuals, and supported production changes with careful testing and documentation.

Available to hire

I’m an IT professional with 13+ years of experience supporting and engineering enterprise networks and systems, with a strong track record of troubleshooting, documentation, and customer-focused resolution. I’ve worked across environments that include Active Directory, DNS/DHCP, LAN/WAN networking, VPN connectivity, virtualization (VMware vSphere), and automation development and support for mission-critical infrastructure. I also have extensive experience imaging and deploying Windows based computers including handling all data transfer and application installs for clients.

I also bring a quality and automation mindset to my work. As an ISTQB Certified Software Tester and later as a Quality/IT Business Analyst, I’ve written and executed test scripts, triaged defects in HP ALM, and helped ensure thorough test coverage from requirements through delivery. More recently, I’ve automated repetitive business processes with Automation Anywhere bots, maintained knowledge bases and bot manuals, and supported production changes with careful testing and documentation.

Skills

Active Directory

Microsoft Office

VMware

Experience Level

Active Directory

Expert

Microsoft Office

Expert

VMware

Expert

Work Experience

Tier II Support Engineer at CB20

March 1, 2024 - May 31, 2024

Provided end-user and device support by installing, updating, and troubleshooting hardware and software using SCCM. Provisioned and customized new PCs/laptops, deployed newly provisioned workstations, transitioned users to new devices, and removed unwanted bloatware. Investigated and resolved IT issues reported by end users, maintained detailed documentation through a ticketing system, and supported asset procurement/tracking. Monitored and troubleshot backups using Datto, Veeam, and Azure, while coordinating with vendors to drive resolutions.

Solutions Engineer at Key Bank

August 1, 2022 - November 30, 2023

Developed bots using Automation Anywhere to automate repetitive business tasks for lines of business. Troubleshot bot defects, created change records, and supported migration of tested solutions into production. Partnered with business stakeholders to gather requirements and maintain documentation. Served as knowledge admin by keeping knowledge articles and bot automation manuals up to date, and provided after-hours on-call support when bots failed.

Quality/IT Business Analyst at Key Bank

August 1, 2018 - August 31, 2022

Analyzed business and system requirements to understand application behavior and needs. Wrote and executed test scripts based on requirements, performed exploratory testing, and specified test data requirements. Triaged test results and documented/tracked defects in HP ALM. Created test strategies and submitted project status reports to help ensure deliverables met deadlines and remained on track.

Network Administrator and Engineer at Key Bank

July 1, 2016 - August 31, 2018

Monitored and supported enterprise infrastructure and network traffic using Moogsoft, Netcool, and Zenoss. Troubleshot MPLS (T1) circuits and worked with routers, switches, servers, broadband backups, and wireless access points. Escalated and coordinated with service providers as a liaison, and acted as critical incident manager for high-priority incidents and mass outages. Supported DNS and DHCP addressing schemes, administered Active Directory and administrative access, and monitored/freed server resources. Provided administrative support for Windows and UNIX servers and participated in disaster recovery and high-priority patch support.

System Administrator at Key Bank

November 1, 2014 - July 31, 2016

Provided enterprise IT support and escalation for over 22,000 employees across national and international sites. Supported a broad application portfolio, performed software installs/removals using Microsoft SCCM, and delivered VPN and network connection troubleshooting. Managed MAC address hosting/provisioning via Great Bay Beacon, supported VMware/vSphere virtual environments, and provided ATM troubleshooting. Offered printer/fax and shared drive support, handled password support for many systems including BitLocker drive encryption, and supported Office 365 (Outlook/email) and Lotus Notes. Managed user access through IDM and supported ticketing/escalation via ServiceNow for high-priority outages with strong attention to detail, including Active Directory and group policy support.

Computer Technician at Nfrastructure

February 1, 2014 - May 31, 2014

Completed Windows 7 migration for a New York State contract, including installing and swapping PCs, monitors, laptops, and VOIP phones. Supported new user onboarding by copying user files, configuring email, mapping printers, setting up Microsoft Office, joining devices to the domain/network, and providing user assistance during transitions. Managed asset procurement and inventory tracking.