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Paul Ciano


10-Plus Years of Efficiently Providing Advanced, Technical Expertise & Customer Support, with Vast Experience in Product Installation, Troubleshooting, & Training for IT-Based Systems

Novice: JavaScript; PHP; SQL; C++; Visual Basic 6.0, 2005; Microsoft SQL Server Management Studio, Access; Trac; LibreOffice; Apple iWork; Google Forms; SAP Crystal Reports; Endnote; OmniGraffle; SigmaPlot; ImageJ; GNU/Linux Fedora; Windows (8, 10)

Intermediate: GNU/Linux Debian, Ubuntu; Bash; UNIX; Oracle VM VirtualBox; GitHub; Zendesk; Git; CSS; Apple Configurator, iLife; Google Sheets, Slides; SPSS Statistics; Microsoft Excel

Expert: WordPress; HTML; Apple iOS, macOS, iPad, iPhone, Macintosh; Google Gmail, Docs, Calendar, Android, Android devices; Microsoft Windows (XP, Vista, 7), Windows PC, Outlook, PowerPoint, Word
Automattic | San Francisco, CA
2013 - Present
Happiness Engineer
  • Support users of Jetpack, VaultPress, Akismet, WooCommerce, and
  • Address manifold issues, e.g., backups/restores, spam, payment gateway plugin set-up, domain and DNS configuration, theme customizations, imports and exports, account recovery, refunds
  • Identify, troubleshoot, and report bugs (GitHub, Trac)
  • Work with third-party developers; document procedures and workflows; plan and execute projects
  • Monitor to guarantee users’ requests are attended to within a reasonable time period and in an appropriate manner; follow up to ensure an equitable resolution for all parties; expedite assistance for priority requests
  • Community building via Blogging University program and support work in the and forums
  • Buddying and mentorship of new coworkers and peers on support rotations | Suffolk, NY
2013 - Present
  • Provide technical support and consultation geared towards consumers and small businesses
  • Creation of tips, how-to articles, and explainers about complex topics that are clear and easy to understand, even to laypeople
  • Emphasis on macOS, iOS, UNIX/Linux, productivity, and privacy/security
RSVP Community Computer Connections Program | Smithtown, NY
2012 - 2013
Refurbisher / Installer
  • Pro bono work aimed at providing free of charge, refurbished computers to senior citizens and financially-challenged individuals/families on Long Island
  • Hardware inspection; replacement of dysfunctional system components
  • Operating system installation, updates, and hardening
  • Delivery and installation of, and training for, provided equipment
TechEdified | Suffolk, NY
2010 - 2013
IT Support / Consultant / Webmaster
  • Offer comprehensive suite of IT services; advise, purchase, and set up standard PC/Mac/iOS/Android systems; implement, configure, maintain, troubleshoot, and repair associated hardware/software
  • Apply standard principles, concepts, and techniques; resolve diverse range of complex computer/network problems
  • Create standard desktop images for PCs/Macs
  • Provide training and documentation that translates technical terminology into understandable terms; assist the end user community in utilizing technology to improve the quality of their lives
Suffolk County Department of Social Services (Medicaid) | Ronkonkoma, NY
2009 - 2012
Social Services Examiner I
  • Determine eligibility for Chronic Care Medicaid using a variety of factors based on New York State regulations; extensive use of keen analytical skills with a great attention to detail
  • Voluminous telephone contact with the public; frequent translation of obscure jargon to layperson’s terms that clients can comprehend
  • Execute required changes to establish appropriate client coverage type and ensure proper payments are received
Rutgers University | Piscataway, NJ
2007 - 2009
Graduate Student / Research Assistant / Teaching Assistant
  • Histological techniques, including immunohistochemistry and double-labeling procedures
  • Perform and evaluate various surgical techniques; behavioral conditioning paradigm implementation
  • Design experimental assays; collect, organize, synthesize and analyze data; summarize findings
  • Develop training programs, presentations and awareness campaigns for appropriate lab protocols; analyze, develop, and maintain reports using standard tools
Best Buy - Geek Squad | Patchogue, NY
2006 - 2007
Computer Technician
  • Evaluate customers’ technical needs; recommend and install appropriate hardware/software upgrades; troubleshoot and coordinate the resolution of software and hardware issues with appropriate vendor or designated support personnel
  • Provide consistent and accurate solutions to technical problems that could be developed by following department standards
  • Work with users and assist them in fixing complex computer problems; educate them on common technology solutions
  • Set up and customize new PCs; oversee installation of optical drives, hard drives, RAM, network cards, etc.; provide support for mobile device technology by solving common support solutions
  • Build effective relationships with fellow coworkers
St. John's University | Jamaica, NY
Master of Arts in Experimental Psychology
St. Joseph's College | Patchogue, NY
Bachelor of Arts in Psychology & Computer Science, Cum Laude
Relevant Coursework: Advanced Techniques for the Analysis of Behavioral Data; Multivariate Design & Analysis for Psychology Research; Statistical Design in Research; Computer Organization / Assembly Language; Algorithms and Data Structures; Mathematical Foundations of Comp. Sci.; Object Oriented Programming
CompTIA Security+ CompTIA Network+ CompTIA A+
Excellence Fellowship, Rutgers University (2007) – Departmental Honors, Psychology, St. Joseph’s College (2004) - First Place Senior Thesis Poster Competition (2004) – National Science Foundation REU Fellowship (2003) - St. Joseph’s College Dean’s List (2001-2004) – St. Joseph’s College Scholastic Achievement Award (2000-2004)

A PDF version of my resume is available upon request.