Anthony Caroselli
Edmond
Summary
Dynamic IT professional with a proven track record at Dell Inc., excelling in technical issue analysis and troubleshooting. Adept at managing system upgrades and ensuring information security, I effectively communicate complex concepts to non-technical users, enhancing overall support efficiency and user satisfaction. Committed to delivering high-quality solutions in fast-paced environments.
Enthusiastic individual experienced in analyzing issues on service calls and finding effective solutions. Offering engaging and pleasant personality with expertise building customer relationships. Outstanding diagnostics skills.
Overview
4
4
years of professional experience
Work History
Technician I
Edmond Public Schools
10.2023 - Current
- Maintained office PCs, networks and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
Subject Matter Expert
Dell Inc.
10.2021 - 09.2023
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Managed high levels of call flow and responded to technical support needs.
Tier 2 Technical Support Specialist
Apex Systems
10.2021 - 09.2023
- Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
- Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
- Diagnosed and troubleshot hardware, software and network issues.
Education
Bachelor of Science - Cyber Security
Southern Nazarene University
Bethany, OK05-2023
Skills
- Hardware installation
- Operating system versioning management
- Application installations
- Technical reporting
- IT consulting
- Technical issue analysis
- Troubleshooting and Diagnostics
- System upgrades
- Quality assurance
- Information security
- Needs assessment
- Project implementation
Accomplishments
• Subject Matter Expert for Windows operating systems.
• Subject Matter Expert for enterprise networks.
• Part of the escalation team in change of critical or important issues.
• Tier 2 technician responsible for giving guidance to lower tier technicians and hosting training for general knowledge expansion.
Timeline
Technician I
Edmond Public Schools
10.2023 - Current
Subject Matter Expert
Dell Inc.
10.2021 - 09.2023
Tier 2 Technical Support Specialist
Apex Systems
10.2021 - 09.2023
Bachelor of Science - Cyber Security
Southern Nazarene University