Technician Support

Matthew D. Carricato

**** ********** **** ~ Harrisburg, PA 17112

717-***-**** ~ *******@*****.***

Skills: Proficiency with all Windows based operating systems up to and

including WinXP and Windows CE. Proficient in configuring and

troubleshooting all forms of high speed internet connections through direct

connections and wireless connections. Extensive troubleshooting of internet

applications -i.e. browsers, mail, ftp apps. Familiarity with MAC operating

systems from 7.x through OS X with respect to connectivity and internet

applications. Working knowledge of computer hardware and its relationship

to software applications across multiple platforms and a variety of

applications. Other applications include SAP, Remedy, Vantive, SMS, SCCM,

PCAnywhere, Dameware, Siebel, Cisco IP Communicator, and VoIP, and some

knowledge of Mcafee. Very comfortable with phone support and

troubleshooting complex technical issues over the phone.

Randstad Technologies

Jan. 2014 - Present

Helpdesk Support Technician

Pennsylvania Department of Labor and Industry

. Current job responsibilities include adding network printers, as well

as diagnosing hardware and software related problems on desktop and

laptop workstations for the State of Pennsylvania Department of Labor

and Industry. A primary function on this desk is the coordination of

vendors and other support groups to seamlessly achieve resolution for

various issues ranging from, but not limited to, hardware replacement

and software installation and updates. Communication skills are a

vital tool to the successful completion of helpdesk related tasks, as

well as the ability to organize and coordinate follow-ups between the

various support groups, vendors, and the clients.

Members1st

. Provide support via email and phone for Members1st Online Banking

Site. Specifically issues related to web browsers. Including, but not

limited to, browser updates, add-in/plug-in issues, and most problems

related to the navigation, interaction, and display of

myonline.members1st.org on multiple browsers and operating systems.

Duties also included creating trouble tickets for each issue,

following up with end users as well as 2nd level support.

AM Castle Metal

. Provide support for internal AM Castle employees. Troubleshooting of

Microsoft Office Suite as well as several Castle web sites and the

Oracle application. Diagnose hardware issues and install and configure

network and local printers. Remote support using Dameware primarily

for most issues. Diagnose and repair VPN connectivity issues as well

as telecomm systems and equipment.

System One (Hudson Global)

2007-2012

Helpdesk Support Technician

. As a Helpdesk Technician and senior technician I am responsible for

assisting new hires with any on the job training, making sure that

they are familiar with job specific tools and procedures for a wide

variety of issues. This can range from handling issues from

international clients to the appropriate groups to drive issues to in

the event of escalation. Also responsible for troubleshooting incoming

issues and proactively contacting clients back on escalated issues,

while at the same time being the primary contact for any issues

assigned out to alternate IS groups, making sure that those issues and

tickets are up to date and being addressed by the appropriate persons.

All responsibilities carried out without on site supervisor support.

Troubleshooting also includes Intermec and Dell Axim devices running

Mobile 5, Apple iOS devices.

AT&T Wireless Inc.

2002-2004

Customer Care Associate

. Duties and responsibilities included taking inbound calls from

customers requiring assistance understanding billing, service

features, voice/data plans, and device features. This ranged from pro-

rated billing questions, and troubleshooting on a wide variety of

mobile devices on TDMA and GSM networks, to analyzing customer usage

to determine the most appropriate and cost effective plan for

consumers on an individual basis. Assisted in training of new hires in

call control and system tools as well as on going training for tenured

floor reps. Handled escalated calls in lieu of supervisor intervention

as well as well as any necessary customer call backs for difficult

billing or technical issues unresolved on the customers first call.

While working for AWS, used a wide variety of resources from Axsys to

Siebel as well as the company in house database mainframe.

Earthlink Inc.

2000-2002

Technical Support Representative

. Troubleshooting of wide variety of computer operating systems and

internet based applications and connection methods. Applications

included but were not limited to all distributions of Internet

Explorer, Netscape Navigator/Messenger, Outlook Express, Microsoft

Outlook, WS-FTP, Frontpage, Pegasus Mail, all Windows O/S's from 3.x

through WinXP, MAC OS 7.x through OS X. While working at Earthlink was

promoted to team lead which increased responsibilities from taking

inbound calls to training existing and new techs on proper call

control and troubleshooting methods to optimize performance. When

supervisor wasn't present it was my responsibility to ensure that my

team was on the phones and ready to take calls at the start of the

shift and to conducted and pre-shift meetings to alert the team of any

outages or issues that they may encounter, delegating any call backs

to senior techs and handling any issues that arose from call-offs/no

shows. These duties were carried out under minimal supervisor support

as it was a 2nd shift position.

References:

Michael T. Varnell

Years Known: 13

Occupation: Exchange Server Administrator

Employer: Select Medical

Phone: 717-***-****

Email: *******.*******@*****.***

Max Maxwell

Years Know: 23

Occupation: Director of Operations

Employer: Dean Vaughn Learning Systems

Phone: 717-***-****

Email: *********@**************.***

Nikolas Frazier

Years Known: 1

Occupation: Assistant Team Lead

Employer: Randstad Technologies

Phone: 717-***-****

Email: *******@*****.***

Barry L. Limppo

Years Know: 8

Occupation: IS Support Technician

Employer: System One

Phone: 717-***-****

Email: *********@*******.***

.

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