Help Desk

CARMINE CASTELLI

**** **** *** ******

Brooklyn, New York 11223

CELL 732-***-****

**********@*******.***

OBJECTIVE: I am seeking a challenging and exciting position in a fast, career goal oriented IT environment that will utilize my existing skills, education and experience to achieve the organizations objectives. I am looking to advance my career. I work well as an individual, and I also work very well as a team member. I strongly believe that the more I can learn about different departments within an organization, the more I can give back to the company.

SKILLS:

• Superior organizational analysis and problem solving skills

• Ability to multi-task and meet deadlines in a timely manner

• Able to perform tasks within deadlines

• Profound knowledge of Help Desk/Desktop Support position

• Excellent communication and writing skills

• Excellent analytical and critical thinking skills

• Experienced and Extensive knowledge of Windows 7, Vista, XP, 2000

• Ability to troubleshoot and repair software and hardware problems

• Ability to troubleshoot and repair software and hardware problems

• Ability to use Help Desk standards and follow guideline

•

EDUCATION:

• CHUBB INSTITUTE January 2003 - April 2004

Network Administrator/Engineer

• CAREER CENTERS

A+ Technician January 2001 - April 2001

• INSTITUTE FOR APPLIED MEDICAL TECHNOLOGY

Pharmacy Technician November 1996 – June 1999

• BISHOP FORD CENTRAL CATHOLIC HIGH SCHOOL Graduated 1990

Brooklyn, N.Y

WORK EXPERIENCE:

Vonage Headquarters

Holmdel, New Jersey August 2006 – present

Advance Tech Support

• VoIP Call center environment

• Team Lead

• Remedy ticketing system - create, resolve, provide additional information, escalate trouble tickets

• Work Special projects

• Assist customer with their home/business networks

• Exceed all metrics within the company guidelines

• Providing telephone/email support to customers and co-workers

• Utilize tools and resources

• Customer satisfaction is top priority

• Assist customer with no dial tone and audio issues

• Assist customer with installing Vonage phone adapter/router to their existing network

• Conference calls with customer and ISP

• In house applications

• Customer Care support and issue resolution

• Assist co-workers in resolving issues

• Suggest ideas that will improve business processes

• Provide documentation for every customers issue

Verizon Wireless Headquarters May 2004 – January 2005

Warren, N.J.

IT Security

• Creating new employee accounts from each location in the U.S. and Hawaii

• Modifying current user accounts (employees of Verizon Wireless) to adjust accordingly to the task they will be performing

• Remedy application

• Microsoft Exchange duties

• Assign certain permissions and rights for Verizon Wireless employees

PTW Personnel January 2001 – February 2004

Staten Island, N.Y.

Network Administrator/Engineer

• Networking and Consulting

• Maintain network

• Telephone support

• Physical setup of networks

• Assist with applications

• Desktop/Helpdesk Support

Personal Contractor January 2000 – January 2007

• Telephone and on call support

• Building computers

• Establishing and maintaining networks

• PC repair and maintenance

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Maimonides Medical Center July 1996 - June 1999

Brooklyn, N.Y.

Pharmacy Technician

• Filled and dispensed medicine (under pharmacist supervision)

• Maintain an adequate stock level

• Peer to peer direct communication

• Made sure all work was done before end of shift

LEONE PHARMACY

March 1990 - February 1996

Brooklyn, N.Y. 11228

Store Manager

• Supervise the daily activities

• Maintain inventory of prescriptions and OTC merchandise

• Provide customer service

• Maintain cash registers

• Deposit money in a safe every four hours

• Direct contact with sales personnel

• Vendor interactions

E & F BAKERY February 1989 - November 1995

Brooklyn, N.Y.

Distributions

• Bread and pastry delivery

• Accept payments

• Customer satisfaction

Contact this candidate