Gabriella Curcio
Results-oriented IT Service Management professional with 8+ years of experience specializing in Learning & Development strategy, Change Management, Process Improvement, and Project Management within the Managed Service Provider (MSP) environment. Proven expertise in designing and launching comprehensive new-hire training curricula (including internal knowledge systems in SharePoint and Microsoft Viva), targeted policy and procedure endeavors, facilitating cross-departmental operational excellence, and implementing several technician performance coaching programs that drive continuous improvement. Mastery in leveraging data analytics to inform policy, developing scalable technical documentation, and championing organizational-wide success across various departments.
Committed to delivering excellent customer service and continuing to maintaining technical skills to drive well-rounded professional growth in the ever evolving digital landscape.
Experience
Training & Development Lead at Global Tech Solutions
September 2025 – present
- Led development framework for automated Help Desk ticket dispatch using MSPBots for 5 technical teams
with differing specialization and sector.
- Pioneered Global Tech’s advancement into the Google Enterprise Management space by testing, documenting, building use case deployment profiles for different client sectors, and training Help Desk on servicing Chromebooks using Google Admin Console.
- Worked on the integration team for Thread VoiceAgent AI attendant for inbound support, overflow, and
after-hours phone queues.
- Collaborated on company-wide system change management in GTS’s adoption of the new HaloPSA ticketing system and developed department organizational standards in Halo for Help Desk, Projects, Purchasing, and Finance.
- Enhanced Help Desk acclimation and company billing strategies through cross-departmental collaboration and documentation to expand GTS support in the commercial client space (law, real estate, mental health &
recovery, and architecture)
- Continued the same duties from other positions at Global Tech.
with differing specialization and sector.
- Pioneered Global Tech’s advancement into the Google Enterprise Management space by testing, documenting, building use case deployment profiles for different client sectors, and training Help Desk on servicing Chromebooks using Google Admin Console.
- Worked on the integration team for Thread VoiceAgent AI attendant for inbound support, overflow, and
after-hours phone queues.
- Collaborated on company-wide system change management in GTS’s adoption of the new HaloPSA ticketing system and developed department organizational standards in Halo for Help Desk, Projects, Purchasing, and Finance.
- Enhanced Help Desk acclimation and company billing strategies through cross-departmental collaboration and documentation to expand GTS support in the commercial client space (law, real estate, mental health &
recovery, and architecture)
- Continued the same duties from other positions at Global Tech.
Senior Learning & Development Specialist at Global Tech Solutions
October 2023-September 2025
- Authored and maintained detailed system policies, operational procedures, and training materials for multiple new system rollouts and operational procedures.
- Worked on the the launch for acomprehensive new-hire training syllabus, a central curriculum platform(“GTS University”) within SharePoint (and later migrated to Microsoft Viva).
- Created and deployed a targeted post-6-month performance coaching program to improve technical KPIs and
identify skill gaps, driving continuous operational improvement (Building upon the 'Spartan' and 'Titan' training concepts for different programs based on technical skill level).
- Utilized internal monitoring tools to analyze SLA compliance and identify frequent support drivers, leading to data-informed training and policy development initiatives.
- Led the implementation of Nilear contact synchronization across 800 clients in the ConnectWise ticketing system, resulting in improved data accuracy and communication workflows.
- Designed and deployed scalable user grouping strategies across multiple platforms (Microsoft 365, Google
Workspace, full cloud environments such as Intune, hybrid, and on-prem) to use with Nilear contact sync.
- Managed multiple client-facing project teams, developing standardized protocols that were adopted as best practices for future client onboarding and support.
- Served on the deployment teams for Acronis Perception Point integration, Global Tech’s new live-chat feature, and CheckPoint email security.
- Established a monthly “Lunch & Learn” rotation program to foster mentorship among technicians and facilitate structured internal knowledge sharing across Help Desk teams.
- Championed a company-wide focus on professional certifications by organizing study groups and compiling
achievements for a monthly recognition newsletter to boost company certification participation.
- Spearheaded several operational projects including the rollout of a self-service password reset feature for 650 clients and authored the account takeover procedure and client facing welcome packet for onboardings.
- Worked on the the launch for acomprehensive new-hire training syllabus, a central curriculum platform(“GTS University”) within SharePoint (and later migrated to Microsoft Viva).
- Created and deployed a targeted post-6-month performance coaching program to improve technical KPIs and
identify skill gaps, driving continuous operational improvement (Building upon the 'Spartan' and 'Titan' training concepts for different programs based on technical skill level).
- Utilized internal monitoring tools to analyze SLA compliance and identify frequent support drivers, leading to data-informed training and policy development initiatives.
- Led the implementation of Nilear contact synchronization across 800 clients in the ConnectWise ticketing system, resulting in improved data accuracy and communication workflows.
- Designed and deployed scalable user grouping strategies across multiple platforms (Microsoft 365, Google
Workspace, full cloud environments such as Intune, hybrid, and on-prem) to use with Nilear contact sync.
- Managed multiple client-facing project teams, developing standardized protocols that were adopted as best practices for future client onboarding and support.
- Served on the deployment teams for Acronis Perception Point integration, Global Tech’s new live-chat feature, and CheckPoint email security.
- Established a monthly “Lunch & Learn” rotation program to foster mentorship among technicians and facilitate structured internal knowledge sharing across Help Desk teams.
- Championed a company-wide focus on professional certifications by organizing study groups and compiling
achievements for a monthly recognition newsletter to boost company certification participation.
- Spearheaded several operational projects including the rollout of a self-service password reset feature for 650 clients and authored the account takeover procedure and client facing welcome packet for onboardings.
Training & Development Coach at Global Tech Solutions
April 2022 – October 2023
- Built the company’s first, full one-month curriculum plan for new hire onboarding.
- Managed (and trained staff to manage) personal ticket queues, triaging cross-departmental requests, and
ensuring proper escalation and resolution in line with service standards.
- Developed a standardized customer service quality profile for ticket resolution and phone interactions to
enhance client satisfaction and technician accountability.
- Conducted weekly performance evaluations for technicians and provided feedback during formal review
cycles.
- Developed client-facing training materials to integrate our onboarding protocols smoothly with the Help
Desk transition process.
- Automated several internal company processes using PowerShell as self-directed projects, increasing
efficiency in device replacement requests, remediation of compromised accounts, bulk out-of-office user
modifications, and password resets.
- Orchestrated weekly communication cadence with ticket operation specialists to address performance
issues and monthly employee recognition systems.
- Structured the hand-off process for inter-Help Desk team promotions to acclimate technicians to new
team specializations, systems, and skills.
- Managed (and trained staff to manage) personal ticket queues, triaging cross-departmental requests, and
ensuring proper escalation and resolution in line with service standards.
- Developed a standardized customer service quality profile for ticket resolution and phone interactions to
enhance client satisfaction and technician accountability.
- Conducted weekly performance evaluations for technicians and provided feedback during formal review
cycles.
- Developed client-facing training materials to integrate our onboarding protocols smoothly with the Help
Desk transition process.
- Automated several internal company processes using PowerShell as self-directed projects, increasing
efficiency in device replacement requests, remediation of compromised accounts, bulk out-of-office user
modifications, and password resets.
- Orchestrated weekly communication cadence with ticket operation specialists to address performance
issues and monthly employee recognition systems.
- Structured the hand-off process for inter-Help Desk team promotions to acclimate technicians to new
team specializations, systems, and skills.
Help Desk Technician/Tech Analyst at Global Tech Solutions
October 2021-April 2022
- Demonstrated strong client relationship management skills in both in-person and remote settings,
effectively handling escalations and ensuring high customer satisfaction.
- Built and worked the processes for urgent company executive escalations, including triaging to
higher-level support when appropriate
- Supported network and security infrastructure, including SonicWall firewall configuration, VPN setup
(NetExtender, AnyConnect, Netbird RDP), and remote/in-person network troubleshooting for
LAN/WAN issues.
- Experienced in MDM solutions using Jamf, Hexnode, Intune, and NinjaOne RMM MDM.
- Provided full-stack user management across multiple environments, including Active
Directory/Microsoft 365 and Google Workspace, covering account lifecycle and licensing.
- Supported and secured endpoints using multiple tools (BitDefender, DefensX, NinjaOne RMM,
Microsoft Defender) and provided advanced email support utilizing Exchange, Gmail, Barracuda, and
Acronis/Perception Point security platforms.
- Led technical aspects of client onboardings, including site surveys, asset inventory, network cutovers,
and providing direct end-user support during critical transition phases.
effectively handling escalations and ensuring high customer satisfaction.
- Built and worked the processes for urgent company executive escalations, including triaging to
higher-level support when appropriate
- Supported network and security infrastructure, including SonicWall firewall configuration, VPN setup
(NetExtender, AnyConnect, Netbird RDP), and remote/in-person network troubleshooting for
LAN/WAN issues.
- Experienced in MDM solutions using Jamf, Hexnode, Intune, and NinjaOne RMM MDM.
- Provided full-stack user management across multiple environments, including Active
Directory/Microsoft 365 and Google Workspace, covering account lifecycle and licensing.
- Supported and secured endpoints using multiple tools (BitDefender, DefensX, NinjaOne RMM,
Microsoft Defender) and provided advanced email support utilizing Exchange, Gmail, Barracuda, and
Acronis/Perception Point security platforms.
- Led technical aspects of client onboardings, including site surveys, asset inventory, network cutovers,
and providing direct end-user support during critical transition phases.
Domains, Email, and Web Hosting Support Technician at Network Solutions/Web.com
2017-2021
- Delivered technical support via phone for domains, email, website hosting (including WordPress), and SSL
certificate setup.
- Managed an exclusive portfolio of Platinum Client accounts, providing individualized, executive-level support while maintaining high-volume general client phone support in between.
- Increased company revenue by cross-selling website enhancement products and providing web design consultation focused on SEO and brand growth.
- Consistently exceeded key performance indicators (KPIs) for average handle time and call volume, resulting in two employee of the Month awards for outstanding metrics and sales performance.
- Demonstrated proficiency in ticketing documentation, ADNS, SSL certificate validation, and e-commerce hosting support during tenure.
certificate setup.
- Managed an exclusive portfolio of Platinum Client accounts, providing individualized, executive-level support while maintaining high-volume general client phone support in between.
- Increased company revenue by cross-selling website enhancement products and providing web design consultation focused on SEO and brand growth.
- Consistently exceeded key performance indicators (KPIs) for average handle time and call volume, resulting in two employee of the Month awards for outstanding metrics and sales performance.
- Demonstrated proficiency in ticketing documentation, ADNS, SSL certificate validation, and e-commerce hosting support during tenure.
Education & Certifications
Penn State University (Lehman Campus) 2015-2017
Biology
Biology
Holy Redeemer High School 2011-2015
Google IT Support Professional
Introduction to Cloud Identity - Google
EDG01 Barracuda Email Gateway Defense
Cisco Introduction to Cybersecurity
Cisco Computer Hardware Basics
Cisco Operating System Basics
EDG01 Barracuda Email Gateway Defense
Cisco Introduction to Cybersecurity
Cisco Computer Hardware Basics
Cisco Operating System Basics
Experience in the following systems: ConnectWise Manage, ITGlue, Microsoft Partner Center, Pax8, Auvik, Acronis, Perception Point, Screenconnect, Automate, NinjaOne RMM, Thread, Microsoft Teams, Monday,
BrightGauge, Jamf, Hexnode, SonicWall, Immybot, MSPBots, Barracuda Email Security, Printix, ClickUp, Monday.com, Microsoft365, Google Workspace, Google Enterprise Management, HaloPSA, MSPBots, Intune, Entra ID (Azure Active Directory). UniFi controller, SonicWall, Adobe Suite, Photoshop, Lightroom
BrightGauge, Jamf, Hexnode, SonicWall, Immybot, MSPBots, Barracuda Email Security, Printix, ClickUp, Monday.com, Microsoft365, Google Workspace, Google Enterprise Management, HaloPSA, MSPBots, Intune, Entra ID (Azure Active Directory). UniFi controller, SonicWall, Adobe Suite, Photoshop, Lightroom