Technical Support United States

Robert Carson

Shelton, Connecticut, United States Open to Remote Work

Email: *********@*****.*** Phone: 203-***-****

LinkedIn: linkedin.com/in/robertryancarson/

Technical Support Network Technician

Proven expertise in network infrastructure, disaster recovery, and IT support across enterprise environments. Skilled in troubleshooting, system optimization, and compliance adherence to enhance operational efficiency.

Professional Experience

Operational Analyst

Kyndryl (IBM)

Aug 2021 – Feb 2022 United States

●Ensured CLS network uptime, conducted redundancy simulations and executed VM failovers for global financial systems.

●Monitored message queues using IBM WebSphere MQ, optimizing communication workflows.

●Collaborated with international teams on disaster recovery testing and SLA compliance.

●Operated within Oracle and Red Hat Enterprise Linux environments.

Network Infrastructure Specialist

Clarity Software Solutions, Inc.

Nov 2021 – Jan 2022 Madison, CT

●Delivered helpdesk support for onsite and remote hardware/software issues.

●Upgraded Windows OS for 30+ devices using PDQ Deploy and Jamf tools.

●Deployed Cyberhaven DLP sensors, enhancing endpoint security.

●Configured FTP servers, IDEs (e.g., IntelliJ IDEA), and managed software licenses.

●Utilized AWS WorkSpaces, VPN, Jira, Remedy, and Excel for troubleshooting and project management.

Network System Support Specialist

Yale University

Jan 2020 – Jul 2020 New Haven, CT

●Managed Active Directory for identity and access control, including group memberships and MFA.

●Administered Microsoft Exchange, managing email accounts, shared mailboxes, and distribution lists.

●Supported remote users via Cisco AnyConnect VPN, Zoom, and enterprise applications.

●Provided helpdesk support for software such as Office 365, Adobe, and Duo MFA.

Vendor Management Specialist

Spot On Networks

Jul 2019 – Oct 2019 New Haven, CT

●Procured networking hardware (Cisco, Ruckus) and managed vendor relationships for large-scale projects.

●Conducted tier-2/3 NOC troubleshooting and optimized ISP contracts.

●Tested and evaluated Wi-Fi 6 and WPA3 technologies in lab environments.

Technical Support III

Altice USA

Jun 2016 – Nov 2016 Shelton, CT

●Diagnosed and resolved network issues using tools such as Ping, Tracert, and ARP.

●Addressed escalated technical issues, including web browser and system account configurations.

●Provisioned service changes, improving customer account satisfaction and retention.

●Handled high-volume inbound technical support calls, maximizing average handle time and first-call resolution metrics.

Education

Associate’s Degree in Cybersecurity

Naugatuck Valley Community College

Certifications

●CompTIA A+

●CompTIA Network+

Technical Skills

●Networking: IBM WebSphere MQ, Cisco AnyConnect, VPN, VoIP, Active Directory

●Security: DLP (Digital Guardian, Cyberhaven), HIPAA Compliance, SOC II

●Software Management: Jamf, PDQ Deploy, MaaS360, Jira, Remedy, Filezilla, IntelliJ IDEA, Adobe, Office 365, Zoom, Wireshark

●Systems: Windows OS (All Versions), Red Hat Enterprise Linux

●Tools: AWS WorkSpaces, Microsoft Exchange, SolarWinds, Cisco, Ruckus

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