IT Help Desk & Desktop Support Professional

CARYN CASTLE

*****.******@*****.*** 352-***-**** Silver Springs, FL

PROFESSIONAL SUMMARY

Experienced IT Support and Help Desk professional with extensive experience providing technical support to internal and external users across law firms, higher education, manufacturing, and retail environments. Strong background in desktop support, hardware and software troubleshooting, Windows imaging, application support, remote assistance, account administration, ticket management, and end-user training. Experienced supporting enterprise applications and environments including Active Directory, ServiceNow, Citrix, VPN, Duo, iManage, Microsoft Office, Adobe Acrobat, and specialized business applications. Recognized for strong customer service, problem resolution, training, documentation, and the ability to translate technical issues into solutions users can understand. CORE SKILLS

Help Desk & Desktop Support Technical Troubleshooting Customer & End-User Support Windows Desktop Support Hardware & Software Support Remote Desktop Support Windows Imaging & Deployment Active Directory ServiceNow & Ticket Management Application Installation & Support Microsoft Office iManage Citrix VPN Duo End-User Training Documentation Account Administration

PROFESSIONAL EXPERIENCE

GRAY-ROBINSON, LLP — Help Desk Analyst

2023–2026

• Provided remote desktop and telephone technical support to office personnel.

• Imaged and configured Windows laptops, including Windows 10 to Windows 11 upgrades.

• Troubleshot hardware, software, application, connectivity, and end-user issues and provided timely resolutions.

• Supported Microsoft Office, Tungsten Power PDF, ServiceNow, Emburse, Snipping Tool, Active Directory, RealVNC, iManage Work 10, and other law-firm applications.

• Administered Duo authentication and supported Cisco products used for Citrix connections and VPN access.

• Provided iManage support through Outlook and browser-based environments and assisted users with specialized law-firm applications.

SMITH, GAMBRELL & RUSSELL, LLP — Senior Desktop Support 2017–2023

• Served as local onsite desktop support while providing telephone support to seven additional offices.

• Imaged and configured Windows laptops and supported software installations and removals.

• Provided IT setup and technical support for office openings, moves, and technology transitions.

• Supported Microsoft Office, Adobe Acrobat, ServiceNow, Elite Enterprise, Active Directory, AirWatch, iManage Web, Cisco AnyConnect, VMware, Duo, Accuroute, Litera Change Pro, OneDrive, and remote desktop technologies.

• Supported mobile phones and tablets, including application setup and troubleshooting.

• Served as the single onsite technician for the Los Angeles office during the 2019 Windows XP-to-Windows 10 conversion.

• Troubleshot hardware, software, connectivity, and application issues for end users. STEINMART — Help Center Agent

2016–2017

• Provided first-level technical support and customer service to stores.

• Supported hardware issues including cash registers and point-of-sale systems.

• Served as primary resource for employee badge printing and as Mid-Shift Team Leader.

• Assisted with end-of-day store closings and reporting. CARNEGIE MELLON UNIVERSITY — Help Center / Interim Help Center 2015

• Provided first-level technical support to students and faculty for Computing Services.

• Supported Windows and Mac operating systems, email clients, web browsers, and mobile operating systems.

• Assisted users with Microsoft Outlook, Outlook Web Access, Cyrus mail, Google Apps, Internet Explorer, Safari, Firefox, Android, iOS, and Windows Mobile.

• Installed and supported software including MATLAB and Mathematica.

• Used ServiceNow as a ticket-management system and knowledge base. CARNEGIE MELLON UNIVERSITY — Executive IT Consultant 2013–2015

• Provided advanced technology consulting and support to executives, senior leadership, and university staff.

• Installed, configured, and troubleshot hardware and software on Macintosh, PC, and selected mobile platforms.

• Served as a liaison between users and technical experts to address and resolve challenging technology issues. K&L; GATES, LLP — Help Desk Agent

2010–2013

• Provided technical support for users across 63 worldwide offices.

• Answered incoming customer calls using Cherwell Service Management and Heat as ticket-management systems.

• Supported a wide range of hardware and software issues across varied shifts.

• Supported Outlook, Word, Accuroute, Active Directory, Adobe Acrobat, Citrix, Excel, eFax, FTP, Extranet, Heat, Litera Change-Pro, PowerPoint, Remote Desktop Connection, and Windows Remote Assistance. HONDA OF AMERICA MFG. — Security Administrator

2007–2010

• Administered and supported the Lombardi TeamWorks business process application, including troubleshooting, system maintenance, documentation, and end-user support.

• Met with internal customers to understand application needs and identify future enhancements.

• Gathered customer requirements and worked with technical support to address enhancement requests.

• Tested changes through Development, QA, and Production environments and performed code promotion activities.

• Performed data migration and maintained technical and end-user documentation.

• Served as the primary Lombardi TeamWorks Subject Matter Expert during application development, including requirements and data gathering.

• Reviewed network servers and folder security and prepared data for database loading.

• Supported PeopleSoft FDM and HR account administration and troubleshooting.

• Administered internal and external supplier accounts and created, troubleshot, and removed Active Directory and other application accounts.

• Served as a primary liaison between Security Administration, the Help Desk, and multiple Honda affiliated companies. HONDA OF AMERICA MFG. — Help Desk Tier 2 Support

2005–2007

• Reviewed Help Desk tickets for data integrity and appropriate resolution before reassignment.

• Monitored call queues and technician call lengths to identify when additional assistance was required or larger technical issues existed.

• Reviewed closed tickets for data integrity and monthly quality, customer service, and performance metrics.

• Trained new Help Desk technicians and created support documentation.

• Served as primary Heat administrator, managing accounts, assignment groups, and database security.

• Provided Tier 2 technical support and resolved internal customer issues. HONDA OF AMERICA MFG. — Help Desk Technician

2000–2005

• Provided technical support and troubleshooting for internal customers.

• Within six months of joining the Help Desk, became the highest call taker in the group, answering 1,000 calls in a three-week period with a 90% resolution rate.

• Trained new Help Desk technicians and provided customer-focused support with an emphasis on quality and timely resolution.

HONDA OF AMERICA MFG. — Computer Operator

1994–2000

• Trained a new IBM/Ops group during an outsourcing transition.

• Monitored mainframe jobs using JobTrack and Unix jobs using Hummingbird.

• Monitored network backups and ran mainframe system backups.

• Prepared backups for offsite delivery.

OLAN MILLS — Computer Operator

1987–1994

• Responsible for nightly backups and recovery of lost negatives from files.

• Corrected user orders for multiple uses.

• Participated in annual inventory activities.

• Transmitted nightly entries to the home office.

TECHNICAL SKILLS

Windows 10/11 Windows Imaging & Deployment Active Directory ServiceNow iManage Work 10 / iManage Web Microsoft Office Adobe Acrobat Citrix Cisco AnyConnect VPN Duo VMware AirWatch OneDrive RealVNC Cherwell Service Management Heat Remote Desktop Outlook Excel PowerPoint SQL QMF PeopleSoft FDM Lombardi TeamWorks

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