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Carroll Cadden

Carroll Cadden

Technology Support Specialist/Macintosh SME

Astadia at Vertex Pharmaceuticals

Waban, MA

Technical Support Specialist/Macintosh SME: Astadia at Vertex Pharmaceuticals

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Astadia at Vertex Pharmaceuticals

Technology Support Specialist/Macintosh SME

Work with 1500 onsite and offsite scientists, researchers, and staff at a 11-building campus. Duties include:

• providing tier 2 onsite and remote (using LANDesk and Apple Remote Desktop) PC (Windows XP and 7) and Macintosh hardware and software break/fix troubleshooting

• PC and Macintosh system imaging (with LANDesk/Ghost/Casper/NetBoot), builds, moves, adds, and changes

• Apple Macintosh subject matter expert

• basic Active Directory account management of PC/Apple computers

• Lotus Notes configurations/support

• Microsoft Collaboration (Outlook, Lync, SharePoint) support

• Blackberry BES administration, deployment, and troubleshooting

• MaaS360 administration, deployment, troubleshooting of corporate and BYOD iPhones and iPads

• tracking and maintenance of service calls with Web Help Desk help-desk/asset management/ticketing software

• PGP encryption of laptops to meet Massachusetts data security standards

• ShoreTel deployment and support

• regular 24/7 on-call rotation

• mentoring new IT employees

Career medium 03
Career
Career medium 04

Hebrew SeniorLife NewBridge on the Charles

Member Support Analyst

Worked with 1000 residents of a 162-acre independent-living, assisted-living, long-term care, and recuperative services retirement community. Duties included:

• supporting residents' technology needs (computer, satellite television, audio/visual, networking, and telephone)

Career

Harvard Business School Publishing

Systems Administrator

Worked with 400 staff of the print and online-publishing arm of Harvard Business School. Duties included:

• providing tiers 1, 2 and 3 phone, email, remote, and desk-side support for both Mac OS X and Windows XP desktop systems

• responsibility for hardware system builds using Ghost and ASR imaging, OS and application installation and upgrades, LAN duties (jack patching/repair) related to the desktop environment, and networked printers

• supporting Microsoft Office, Microsoft Exchange (Outlook and Entourage), Adobe Creative Suite, K4 workflow management

• RSA token administration and basic Active Directory administration. Basic knowledge of Blackberry Enterprise Server management

• documenting hardware and software implementation policies and procedures, in Wiki and Jira, to accomplish the above in a team setting. Video documentation with Camtasia Studio

• tracking and maintenance of service calls with ServiceDesk Plus help-desk management/ticketing software

• Macintosh asset management with Remote Desktop and PC asset management with ServiceDesk Plus

• very basic experience with phone/voicemail systems

Career medium 03
Career
Career medium 01

Putnam Investments

Desktop Support Specialist Consultant (Professional Alternatives)

Worked with 70+ members of corporate communications (graphic and Web design, information technology, financial services, legal compliance, and marketing) department. Duties include:

• providing tiers 1, 2, and 3 phone-, email-, remote- and desk-side support for both Mac OS X and Windows XP desktop systems

• employing remote access management of both desktops and servers

• responsibility for hardware system builds, moves, adds, and changes, OS and application installation and upgrades, LAN problems related to the desktop environment, and networked printers

• supporting Microsoft Office, Lotus Notes, FileMaker Pro, Adobe Creative Suite, Parallels, Retrospect backup, SafeBoot encryption, Blackberry hand-held devices. Experience with TCP/IP, HTML, AppleTalk, Active Directory, SMS tools, and VPN for remote users, and HP Service Center to track and prioritize help desk requests

• documenting hardware and software implementation policies and procedures to accomplish the above in a team setting

• OS X Server account creation and maintenance

Career

Harvard University Faculty of Arts and Sciences

Computer Support Specialist

Worked with thousands of faculty and staff in complex IT environment to provide hardware and software support of Mac OS 9, X; and Windows 95, 98, Me, 2000, XP, and Vista desktop and laptop computers, printers, and other peripherals. Duties include:

• analyzing, providing, and resolving 1st, 2d, and 3d-tier complex customer and technical problems involving multiple technologies and platforms in an enterprise environment

• providing advanced technical expertise and support (3d tier) to Service Desk and support technicians

• team support (installing, configuring, maintaining, upgrading, troubleshooting) of faculty and staff Apple and PC desktop/laptop computers, printers, peripherals, and software

• individual support of seven Faculty of Arts and Sciences departments

• tracking and maintenance of service calls with Remedy help-desk management/ticketing software

• regular shifts as a help desk phone-support associate

• hardware diagnostics, troubleshooting, repair, and replacement of PC and Apple systems, printers, and peripherals

• planning, researching, designing, and installing new and existing computer systems

• network jack troubleshooting, patching, and repair

• acting as liaison between faculty and staff and outside vendors and service providers

• staying informed on technology trends and information resources to provide computing-support advice to faculty and staff

• informal training of and assisting faculty and staff in use of various computer software and hardware

• documenting and editing technical information for support knowledge base

• mentoring new FAS IT technicians

Career medium 01
Career
Career medium 06

University of Chicago Graduate School of Business

Microcomputer Support Technician

Worked with faculty, staff, and students to provide support of MacOS, Windows 3.1- 95-, 98-, and NT desktop and laptop computers, peripherals, and software. Duties included:

• sole responsibility for support (installing, configuring, maintaining, troubleshooting) of Apple Macintosh/MacOS desktop/laptop computers, peripherals and software, Apple Share-based file server, and Retrospect-based backup machine

• team support (installing, configuring, maintaining, upgrading, troubleshooting) of PC desktop/laptop computers, peripherals, and software

• installing and troubleshooting networking (10BaseT Ethernet, TCP/IP, LocalTalk/AppleTalk) hardware and software

• planning, designing, and installing new and existing computer systems

• informal training of and assisting faculty, staff, and students in use of various computer software and hardware

• coordination (hardware/software preparation and appraisal) of sale of used Macintosh equipment

Career

University of Southern Mississippi

MBA, management

University of Southern Mississippi

BM, percussion performance/pedagogy

chemistry minor