Michael Carroccio

Carpentersville, IL ***** 630-***-**** ad3xhg@r.postjobfree.com linkedin.com/in/mikecarroccio

Multi-Site Desktop Support Hardware / Software Support Troubleshooting

Call Center Start-Up Remote User Support On-Site Technical Support Issues Resolution

Needs Analysis / Assessment Trends Tracking Team Support / Leadership Project Rollout / Support

System Administration Inventory Management Equipment / Systems Purchasing End User Technical Training

Highly Accomplished Desktop Support Specialist who provides proactive PC hardware and software support to

deliver results that align with a company’s mission, and who holds industry-leading certificates and / or certifications

in computer science / technician; A+; Dell; Lenovo; and HP IVSI, IV, and III printers to position businesses for optimal scalability and success. Top Performer who focuses on identifying, isolating, and resolving technical issues and adhering to end users’ needs with long-term resolutions to IT challenges within corporate, consulting, manufacturing, and warehouse environments. Engaging Communicator who exhibits solutions-centric critical thinking, who maintains knowledge of new IT trends, and who achieves results via thorough attention to detail and follow-through.

Technical Summary

Hardware

Laptops – Dell Lenovo Toshiba HP

Desktops – Dell Lenovo HP Compaq Omnitech

Printers – HP Ricoh Canon Konica Lexmark Xerox MFP’s

Cisco (IP) Avaya (IP) RingCentral (IP) 8 by 8 (IP) Android Phones iPhones iPads

Software

Cisco AnyConnect MessageScreen iFolder Postini GroupWise

O365 Microsoft Office Suite 2003 – 2017 Chrome Internet Explorer Symantec Ghost Various Antivirus

OneDrive Microsoft Active Directory SCCM RDP Teams, Tandberg, Webex V/C.

Operating Systems

Windows XP-11 NetWare 6.x TCP / IP DHCP DNS

Professional Synopsis

Persistent Technologies 2/2023 – 8/2023

bswift, Chicago IL - Contract

Sr. Technical Support Lead EUC

Led a 4 man team imaging and shipping over 2000 computers for client migration to new domain.

Led a 4 man team to profile computers and ship to offsite users nationwide.

Work with client shipping and tracking all work in Excel.

Expertly worked with client for go - live event.

Team transitioned to onsite EUC after go – live.

Collaborated in Daily/Weekly meetings with team and client teams to report progress, concerns, changes.

MNJ Technologies, Buffalo Grove, IL 4/2022 – 1/2023

Build and Configuration Center Supervisor

Led a 2 man team imaging and building computers for corporate clients. Orders from 1 to 3000.

Built out config center to handle greater workload.

Computer Imaging and labeling/Asset tagging.

Downloaded images and create media per client.

Added/upgraded device components and tested devices per client.

Expertly built, configured and tested servers with necessary components per client.

Configured printers.

Netsynk, inc., bolingbrook, IL 3/2022 – 4/2022

Akorn Pharmaceuticals-Decatur, IL - Contract

Onsite Support Technician EUC

Worked with a 3 man team providing support at the corporate headquarters.

Imaged/installed systems for users.

Created users in AD.

Provided hyper support for week long FDA visit.

Levy, Ray and Shoup, Springfield, IL 1/2022 – 3/2022

Tate & Lyle/Primient, Decatur, IL and Lafayette, IN - Contract

Onsite Support Technician EUC

Worked with a 7 man team replacing Citrix Thin Clients with Dell Mini’s for Migration project.

Provide level 2 support as project team was readied for travel.

Travelled between Decatur, IL and Lafayette, IN.

Helped to migrate six hundred users between domains.

Provided hyper support to managers and leads as users came onsite per shift assignment.

Innovative Emergency Management, NC 11/2021 – 1/2022

IEMA Call Center, State of IL, Springfield, IL - Contract

Onsite Support Lead Technician EUC

Managed new office with 175 users including systems, printers and IP phones.

Installed switches, laptops, monitors, printers and IP phones.

Managed ISP contractor bringing service to building.

Collaborated with infrastructure contractor who wired cabling closets.

Provided support as outside users came onsite.

Provided C- Level support – email, print.

Strategic Systems, Oh 9/2021 – 11/2021

Wells Fargo, Springfield, IL - Contract

Desktop Support Technician EUC

Installation Technician providing new systems for user base.

Tracked tickets and modified inventory using Servicenow.

Deployed over 600 complete systems for user base.

Ovation Workplace Solutions, TX 7/2021 – 9/2021

Caterpillar, Decatur, IL -- Contract

Desktop Support Lead, EUC

Technical lead providing support for Caterpillar manufacturing facilities on six building campus.

Tracked tickets and modify inventory using Servicenow.

Worked in plant areas for most repairs/upgrades.

Performed hardware and software repair for local and remote users.

Ordered parts as necessary for repairs.

RL Canning, CHicago, IL. 5/2021 – 7/2021

State of IL, DoIT, Springfield, IL - Contract

Inventory reconciliation

Worked with 10 member team supporting the State of IL DoIT, IT Initiative.

Tracked tickets and modified inventory using Remedy.

Updated user information, equipment information.

Inventory reconciliation based off of field technical support deployment.

Information Sciences Consulting Inc., VA 4/2021 – 5/2021

Veterans Administration, Battle Creek, MI - Contract

Technical Support Services, End User Operations Support

Worked with 10 member team supporting a 40 building campus with both local and remote users. Collaborated to refresh technology for several thousand users as well as hardware and software break/fix. Interface with diverse staff to troubleshoot issues.

Obtained security clearance for working at VA.

Tracked tickets using ServiceNow.

Modified inventory using Maximo.

Imaged, configured and profiled Dell and HP laptops and desktops for deployment to staff.

Infosys Limited, TX 9/2019 – 4/2021

The Kellogg Company, Battle Creek, MI - Contract

Site Support Manager EUC

Led nationwide support team initiatives with responsibility for 1,200 local users and remote support with 2,000 users nationwide. Directed a forward-thinking, 15 member team across seven (7) nationwide sites.

Developed and presented comprehensive weekly and monthly reports.

Collaborated among L1 and L3 teams to analyze trends and resolve escalations.

Planned and prioritized tickets using ServiceNow, as well as key projects per client operations lead.

Zensar Technologies, MA 10/2018 –9/2019

Vyaire Medical, Inc. Mettawa, IL - Contract

Deskside Support L2 EUC Team Lead

Strategically steered deskside hardware and software support and maintenance of laptops and printers for 500+ users within this large medical device supplier. Proactively collaborated with users from C-level to Customer Service teams.

Administered RingCentral VolP phone system and handled all A/V conference room/event setup.

Served as the “go-to” liaison for all on-site contractors while concurrently providing executive support.

Mentored and managed a top-performing team of two (2) Senior Technicians and two (2) Junior Technicians.

Provided C-Level support – email, Teams, printing.

Tata Consultancy Services, NY 6/2017–10/2018

New York Life, Bloomington, MN - Contract

System Analyst L2

Led targeted deskside hardware and software support and maintenance of laptops and printers for 300+ users. Collaborated with users ranging from Executive Vice President to Customer Service teams to comply with objectives.

Expertly set up and configured all networked printers.

Upgraded site wide Lenovo laptops from Windows 7 to Windows 10.

Seamlessly migrated PST files and Notes desktop.ndk files to align with upgrades.

Imaged all laptops using PowerShell and used Active Directory and SCCM for application pushes.

Collaborated with vendors to bring fiber into building/suite to enhance network throughput.

Provided C-Level support – email, Teams, printing.

TEKsystems, IL 12/2016 –6/2017

Dart Container Corporation, North Aurora, IL - Contract

Field Technician Desktop Support Team Lead

Spearheaded hardware and software support and IT maintenance of desktops, laptops, and printers for this packaging plant. Interfaced among diverse staff to troubleshoot issues and establish valuable long-term solutions to challenges.

Regularly traveled to additional company sites weekly for equipment setup and configuration.

Refreshed 200+ laptops from Windows 7 to 10 and delivered to key locations with on-site training.

Led automation initiatives in the rollout of 85 Intermec and 21 Zebra printers during an SAP upgrade.

Consistently interfaced with Offsite Manager to discuss progress of upgrades, issues, and/or concerns.

HCL Technologies, IL 2/2016- 9/2016

True Value Hardware- Chicago, IL - Contract

Specialist E2 Team Lead

Proactively led a highly skilled team in support of 2,500 users at True Value headquarters and nationwide, including managing six (6) technicians in achieving goals, as well as collaborating to refresh technology for several hundred users.

Continually monitored ticket queue and assigned tickets using ServiceNow.

Installed and troubleshot Windows 7 and Microsoft Office 2013, as well as Skype.

Traveled to True Value Reunion for configuration and support of 200 workstations and 50 printers.

Miner Enterprises, Geneva, IL 3/2015 – 1/2016

Desktop Administrator

Applied strong leadership talents toward managing all office, manufacturing, and warehouse technology, including facilitating support, configuration, and maintenance of desktops, laptops, and printers at three (3) U.S. and Mexico offices.

Efficiently installed and troubleshot Office 2007 – 2013 and O365.

Continually supported use of Dell touchscreen PCs for accurate time clock use.

Optimized resolution of password resets and account lockouts using Active Directory.

Provided C-Level support - email, Teams, printing.

AmerisourceBergen, Naperville, IL 11/2013 – 3/2015

Office Automation Analyst III Desktop Support

Delivered excellence in desktop support for this nationwide drug distributor, including mentoring and managing a team of four (4) staff in a weekend interoffice move of 100+ users. Supported and configured training and conference rooms on a quarterly basis.

Exhibited skill with Avaya IP phones.

Drove location-specific growth from 75 users to 350 users.

Led support, configuration, and troubleshooting of desktops, laptops, printers, and IP phones.

Provided C-Level support - email, Teams, printing.

Topco Associates, LLC, Elk Grove Village, IL 3/2013-11/2013

Senior Desktop Technician

Demonstrated sharp analytical proficiencies toward supporting, configuring, and troubleshooting desktops and laptops for corporate headquarters and offices nationwide. Expertly configured new hires’ computers per department guidelines.

Administered VOlP telephones using Avaya 8510 Call Manager.

Managed all A/V equipment across 30 conference rooms and weekly Tandberg Video conferencing.

Successfully supported 50 networked printers throughout site headquarters.

D&W Fine Pack, Elk Grove Village, IL 7/2012 – 12/2013

Enterprise Support Technician II

Drove details-focused support, configuration, and maintenance of desktops, laptops, and printers for Midwest offices. Concurrently handled executive-level IT Support. Purchased all replacement systems for upgrades, as well as new hires.

Imaged systems using Ghost and facilitated cabling closets and patch panels.

Managed remote support using LogMeIn Rescue and provided support of iPhones and iPads.

Took care of Zebra printers in the plant at two locations.

Provided C-level support.

Batory Foods, Des Plaines, IL 2/2009 – 7/2012

Help Desk Analyst PC Support – Level II

Played a vital role in driving support, configuration, and maintenance of desktops, laptops, printers, and IP phones for users nationwide. Managed office relocation of 80 users to a new office site during a deadline-oriented weekend move.

Recognized as the designated liaison for all vendors.

Handled desktop support using Dameware 5.0 and GoToAssist 8.0.

Cost-effectively ordered enterprise-wide Cisco IP phones and smartphones.

Led Windows 7 PCs rollout to 200+ users and drove all efficient data migration.

Managed non-technical team installing hardware for 50 new users.

William Blair & Company, Chicago, IL 4/2007 – 12/2008

Office Automation Specialist

Skillfully led support and maintenance of desktops, laptops, and printers for users nationwide within this well-established investment management firm. Contributed abilities in providing remote desktop support using Altiris 6.0.

Successfully provided integral support of Apple and Android devices.

Reduced costs $15,000+ annually by supporting 250+ networked and 400 standalone printers.

Collaborated with team to image and rollout PCs for 1,000 users as the company upgraded technology.

Edward Don & Company, North Riverside, IL 10/1998 –4/2007

Help Desk Support Technician

Continually maintained and supported Omnitech desktops and Dell laptops for 1,200 nationwide users as part of six member team. Utilized HEAT Help Desk Software to track 1,000+ calls per month. Troubleshot Novell LAN environment issues, including GroupWise.

Instrumental in rolling out 600 laptops at 5 nationwide locations for Sales Team during a 6 month period.

Provided remote support using Windows XP Remote Desktop and DS Razor.

Supported Windows 95-98, Microsoft Office 1997, GroupWise email, and McAfee Antivirus.

Provided C-Level support - email, Teams, printing.

Professional Development

Computer Science / Computer Technician Certificate – Control Data Institute

A+ Certification Dell Certified Systems Technician Lenovo Certified Technician

HP IVSI Printer Certification HP IV Printer Certification HP III Printer Certification

Windows NT Workstation & Server Windows XP – Learning Tree Windows 95 – Learning Tree

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