Matthew C. Carroll

**** * ****** ***., **** #*

Chicago, IL 60647

773-***-****

ac5kdd@r.postjobfree.com

SUMMARY

Enthusiastic, self-motivated Technology Professional with strengths in training and customer service. A record of identifying and recognizing issues and solving them with technology and training. Proven ability to communicate concepts, ideas, and applied knowledge of products and services. Adept at developing new products to adapt to rapidly changing business environments.

PROFESSIONAL EXPERIENCE

CVR Associates, C hicago, IL May 2016 to June 2017 Logistics company specializing in housing, contracted by Chicago Housing Authority to manage the Housing Choice Voucher Program (formerly known as section 8) for the city of Chicago Information Technology Specialist

Create, implement and manage systems for for the processes involved in Information Technology and employee access.

● Created a ticketing system for entering Tech Support issues, so that issues could be tracked between 3 different Technical Support bodies.

● Monitored ticketing system and either resolving the technical issues that are reported or escalating it to the departments that can handle the issue.

● Followed up with employee and the various departments the issue has been escalated to to ensure that the issue has been resolved to the satisfaction of the employee.

● Worked with vendors to ensure equipment is operational and fits the company's needs.

● Trained employees on the use of various programs and systems that are used within the company, this includes the Microsoft Office Pro suite, Knowledgelake, Adobe Creative Cloud, Microsoft SharePoint and others. VISANOW Global Immigration, C hicago, IL March 2015 to July, 2015 Full-service immigration service provider integrating people and technology to streamline the immigration process. Senior IT Helpdesk Associate

Work with ticketing system prioritizing and resolving technical issues that arose throughout the company as well as implemented new computers and projects that the company required as it grew.

● Instrumental in setting up and deploying new hires during a period of tremendous growth (10-20 new hires per month),

● Administered Active Directory and Exchange company-wide.

● Assisted in rolling out Office 365, a cloud based product.

● Intensively researched IT management solutions and reported findings to the Director of Information technology.

● Worked with HR department to come up with a more streamlined process of submitting tickets, especially for new hires.

● Created network and port maps. Created policies, procedures and guides for use in IT and throughout the company.

● Implemented a video conferencing solution so individuals can communicate between the multiple locations. 1

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FedEx Office 2007 to February 28, 2015

Logistics company providing businesses with seamless access to leading-edge technology, personal expertise, state-of-the-art printing and the largest distribution network in the world. Field Technology Specialist (FTS), C hicago, IL

Support operations of the Chicago Metro South District (to include McCormick Place, Hyatt McCormick, Chicago Hilton, and Chicago Board of Options) through a focus on Team Members’ successful use of technology products and systems, by means of training, documentation, implementation and repair.

● Instrumental in bringing district from bottom district in the company in profit to top district in the company by training to reduce the gaps that caused this poor performance.

● To fill in the knowledge gap, created materials, PowerPoints, and demonstrations to train groups of 20 in formal 4 hour classes.

● Implement deployments of new technology, such as servers, cloud printing devices, workstations, registers, printers, routers, switches, etc.

● Assure up time of 19 separate networks and the devices connected to those networks which consist of over 170 computer systems, specialty payment hardware, printers, faxes, scanners, copiers and other specialty hardware.

● Act as point person for technology for new construction and remodels, while keeping the centers operational during the remodel.

● Assured uptime of center technology during re-models

● Worked with deployment team during the construction of centers at McCormick Place, Navy Pier and Chicago Hilton

EDUCATION

WIOA Workforce Training, Professional training to prepare for the CompTIA Net+, CompTIA Sec+, MCSA, and VMWare certifications, Directions Training, Chicago, IL, September 2015 – March 2016 Baccalaureate of Applied Science (BAS) in Computer Studies, C oncentration in Networking and Home Technology Integration (HTI), R obert Morris College, Chicago, IL, G raduated with Honors, D ecember 2006, G .P.A. 3.5/4.0 Baccalaureate of Fine Arts (BFA) in Visual Communications Design, Concentration in Computer Imaging, University of Dayton, Dayton, OH, Graduated with Honors, May 1999, G.P.A. 3.2/4.0 CERTIFICATIONS

CompTIA A+ -IT Technician Designation

CompTIA Network+

SKILLS

Training

Networking

Laptop repair, desktop repair

Microsoft Windows, Macintosh OS, iOS, Android

Microsoft Word, Excel, Outlook, Powerpoint

Adobe PhotoShop, Acrobat, Illustrator, PageMaker

Macromedia Director, Flash, Freehand

Microsoft Active Directory, VMWare

Microsoft Exchange, Office 365, SharePoint

SpiceWorks, Jitbit, Jira Service Desk, Zendesk, Remedyforce (IT Management Solutions) 2

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