Thomas Merlino, Jr.

Current

Co-Owner & Lead Technical Advisor at InControl Technical
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

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Thomas Merlino, Jr.’s Summary

► Highly motivated and energetic Information Technology professional with over a decade of experience. Various positions held in reseller, corporate, and higher education environments. Other professional experience includes (but is not limited to) computer hardware troubleshooting and repair, software installation and support, network troubleshooting and administration, one-on-one and group training, network security implementation and administration. CompTIA A+ and CompTIA Network+ certified.

► Founded InControl Technical (http://www.incontroltechnical.com) in February 2007 from a vision to provide home computer users, businesses, and other entities with high-quality, affordable, and straightforward technical services and support. Expanded our services in 2008 to include assisting companies nationwide by providing an available and dependable on-site technical services resource. Does your company currently have a contract or other business relationship with an entity in the Erie, PA area but do not have the proper local on-site technical support resources available when problems arise? InControl Technical has experience with providing companies just like yours with the help that you need, and we can easily work with your company's existing technical support personnel. If this sounds like something that could be an advantageous opportunity for your company, please give us a call to discuss your options further at 814-899-TECH (8324). You may also send us an e-mail through our Contact Us form on our website (http://www.incontroltechnical.com).

Thomas Merlino, Jr.’s Specialties:

Preventative computer/network security measures, network 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

(Information Technology and Services industry)

February 2007 — Present (2 years 6 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. Schedule and assign contracted resources on an as-needed basis.
Technical Administrator, Information Technology

Mercyhurst College

(Educational Institution; 201-500 employees; Higher Education industry)

October 2006 — Present (2 years 10 months)

Configure and administer IPS, IDS, and other security-related technologies. 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. Communicate and work directly with designated network teams 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.