Tony Greco

Systems and network support professional with managed service provider (MSP) experience supporting multiple client environments. Hands-on experience with Windows Server, Active Directory, Group Policy, Microsoft 365, Exchange Online, SharePoint Online, Azure Virtual Desktop (AVD), switches, and Cisco, Meraki, FortiGate, and WatchGuard firewalls. Skilled in incident troubleshooting, identity and access administration, network and security policy support, and technical documentation.

Reactive Support Technician at Endeavor IT (2023-10 – Present)

• Deliver reactive remote support across 25+ managed client environments, resolving an average of 50 weekly tickets involving Windows Server, Active Directory, Microsoft 365, Azure Virtual Desktop, networking, and security while maintaining 95%+ SLA compliance.
• Administer Active Directory users, groups, organizational units, permissions, and access controls; create, modify, and troubleshoot Group Policy Objects (GPOs) to standardize endpoint and security configurations.
• Support Windows Server infrastructure and diagnose authentication, domain, DNS, DHCP, file-share, printer, permission, and account-access issues.
• Administer Microsoft 365 services, including Microsoft Entra ID access, licensing, Exchange Online mailboxes and mail flow, SharePoint Online permissions, and security/compliance features.
• Support an Azure Virtual Desktop (AVD) environment by troubleshooting user access, session, application, and virtual-desktop issues, including authentication and connectivity concerns, in coordination with client and escalation teams.
• Configure and troubleshoot switches, VLANs, firewall rules, VPN access, and network-security policies across Cisco, Meraki, FortiGate, and WatchGuard environments.
• Investigate and remediate security-related incidents involving MFA, suspicious email, account permissions, access controls, and Microsoft 365 security policies; escalate high-risk findings with documented technical context.
• Document incidents, technical changes, root causes, and resolution procedures in ticketing and client-documentation systems; communicate status and recommendations to clients and escalation teams.

Tech Support Representative (Tier II) at IDville (2020-11 – 2023-09)

• Served as the primary technical-support resource, managing client support, printer repairs, RMAs, vendor coordination, and technical documentation.
• Delivered Tier II remote support, resolving printer, hardware, software, connectivity, and application issues for business clients.
• Diagnosed, repaired, and tested printers; coordinated parts, warranty claims, RMAs, and vendor escalations.
• Provided repair recommendations, cost estimates, and turnaround expectations while keeping clients informed through resolution.
• Documented incidents, repair history, vendor interactions, and resolutions while prioritizing multiple active support requests.

Software Development Intern at Baudville (2022-06 – 2022-09)

• Improved an internal technical-support page to make troubleshooting resources easier for employees to locate and use.
• Assisted with testing and deployment of internal.NET application updates, supporting a controlled software-release process.
• Participated in Agile sprint planning, task tracking, and collaboration with senior developers to deliver planned updates.

Package Handler / Part-Time Management at UPS (2016-07 – 2020-11)

• Progressed from Package Handler to Part-Time Management in a high-volume operation; led team members, prioritized daily work, and responded to time-sensitive operational issues while meeting productivity and service goals.

Bachelor of Science in Computer Science – Baker College (2017-08 – 2023-05)