Thomas Merlino, Jr.

Current

Co-Owner & Lead Technical Advisor at InControl Technical (Sole Proprietorship)
Technical Administrator, Information Technology at Mercyhurst College

Past

Network Technician at Rent-Way, Inc.
Level 2 Technical Support Analyst at Rent-Way, Inc.
Corporate Help Desk Analyst at Rent-Way, Inc.

Senior Outsource Technician at ComputerLand of Erie

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Industry

Information Technology and Services

Websites

Thomas Merlino, Jr.’s Summary

► Over a decade of experience in the field of Information Technology and related services
► Various IT employment positions held in reseller, corporate, and higher education environments
▼ Extensive experience in various elements of Information Technology, including (but not limited to):
• Hardware troubleshooting and repair
• Software installation and support
• Network system administration
• One-on-one and group technical training
• Network security implementation and administration
• Blackboard™ administration
• Website design utilizing various website design tools
▼ Certifications:
• CompTIA A+ certified
• CompTIA Network+ certified

▼ About InControl Technical:

In February 2007, InControl Technical (http://www.incontroltechnical.com) was founded from a personal vision to provide home computer users, businesses, and other entities with high-quality, affordable, and straightforward technical services and support.

Our business model and commitment to quality and consistency has allowed the business to experience steady growth over the last two years. In 2008, InControl Technical officially expanded its services nationwide by providing companies with an available and dependable technical resource for their local customers. InControl Technical also began providing remote computer support to its customers in 2008; we can connect to any computer anywhere to troubleshoot and repair as long as there is an existing Internet connection. This has significantly moved our business forward and expanded our reach beyond invisible geographical walls for 2009 and beyond.

Please visit us at http://www.incontroltechnical.com for more information about our business and take a look at how we put you in control of technology.

Thomas Merlino, Jr.’s Specialties:

Preventative computer/network security measures, network system administration, advanced computer/network troubleshooting and problem solving, establishing and/or maintaining Information Technology as a means of accomplishing strategic goals in foresight within an organization.

Thomas Merlino, Jr.’s Experience

Co-Owner & Lead Technical Advisor
InControl Technical (Sole Proprietorship)

(Sole Proprietorship; Information Technology and Services industry)

February 2007 — Present (2 years 11 months)

Co-owner of a technical services business providing high-quality, affordable, and straightforward technical support and related services for home computer users and businesses. Personally handle business processes and day-to-day operations, including one-on-one interaction with clients. Troubleshoot and resolve computer and network technical support issues and provide training services as scheduled. Design personal and professional websites for individuals and businesses. Schedule, assign, and oversee contracted resources representing InControl Technical on an as-needed basis based on the number of client work contracts and/or overall customer demand for technical services.
Technical Administrator, Information Technology

Mercyhurst College

(Educational Institution; Higher Education industry)

October 2006 — Present (3 years 3 months)

Configure and administer the intrusion prevention system, intrusion detection system, and other network security-related technologies on campus. Primary Blackboard™ system administrator. Manage ESM, Sophos Enterprise AV, print/file servers, Exchange servers, WSUS, Active Directory. Recommend and/or decide upon the purchase of new or upgrade technologies/software. Make recommendations on overall security practices and implementations within the organization, partially based on results from external vulnerability assessments as well as internal observations. Assist designated IT staff at other Mercyhurst College campus locations. Called upon to resolve technical issues on a second-level basis when first-level resolution is difficult to achieve in a timely manner or if reaching the solution requires advanced troubleshooting procedures.
Network Technician

Rent-Way, Inc.

(Retail industry)

January 2006 — October 2006 (10 months)

Responsible for maintaining network backups (secure off-site tape backups with preplanned rotation), Exchange server administration, print/file server administration, file restoration from tape backup upon request, advanced support for network issues escalated from Level 2 Technical Support Analysts. Ensure compliance as well as work with internal auditors regarding network data protection, distribution, access, etc.
Level 2 Technical Support Analyst

Rent-Way, Inc.

(Public Company; 1001-5000 employees; RWY; Retail industry)

April 2001 — January 2006 (4 years 10 months)

Second-level technical support for IT-related issues escalated from the company's Help Desk. Provided technical support for all corporate employees as well as Rent-Way, Inc.'s 800+ stores nationwide. Second-level support at the store level was achieved using remote connectivity software combined with working directly with Store Managers and Regional Managers over the phone.
Corporate Help Desk Analyst

Rent-Way, Inc.

(Public Company; 1001-5000 employees; RWY; Retail industry)

April 1999 — April 2001 (2 years 1 month)

Processed telephone calls for technical support for Rent-Way, Inc. corporate headquarters as well as Divisional Vice Presidents and other remote corporate employees. Hands-on hardware/software troubleshooting and repair.
Senior Outsource Technician

ComputerLand of Erie

(Privately Held; 11-50 employees; Information Technology and Services industry)

February 1998 — April 1999 (1 year 3 months)

Outsourced to companies in the Erie, PA area to perform various technical services on behalf of ComputerLand of Erie. Rapidly promoted from junior to senior level technician in less than a year's time. Responsible for training and guidance of junior level technicians.