Michael Cardin
Cumberland,RI
Summary
Dedicated IT professional with over 35 years of hands-on experience in PC help desk and desktop support, specializing in exceptional customer service. Proven ability to respond swiftly to technical issues and provide effective solutions, ensuring minimal downtime for users.
Overview
43
43
years of professional experience
Work History
IT Support Specialist, Endpoint Manager
Foster Glocester School District
08.2016 - Current
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Diagnosed and resolved network connectivity problems, enhancing overall system performance.
- Implemented IT best practices to streamline troubleshooting processes and improve user satisfaction.
- Led training sessions for staff on new technologies and software applications, fostering a collaborative environment.
- Mentored junior team members in problem-solving techniques and customer service excellence.
- Used ticketing systems to manage and process support actions and requests.
- Managed approximately 30 incoming calls, emails and service requests per day from teachers, staff and students.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to multiple customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Researched and identified solutions to technical problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Accomplished multiple tasks within established timeframes.
Assistant Network Administrator
Central Falls School District
03.2005 - 07.2016
- Assisted in monitoring and maintaining network performance and reliability.
- Supported troubleshooting of hardware and software issues across multiple platforms.
- Streamlined user experience by configuring switches, routers, and other networking equipment for optimal performance.
- Led network infrastructure upgrades to enhance system reliability and performance.
- Managed vendor relationships to ensure optimal service delivery and cost efficiency.
- Developed and implemented network security protocols to safeguard organizational data.
- Oversaw troubleshooting processes, resolving complex network issues swiftly and effectively.
- Evaluated emerging technologies to recommend solutions for enhancing network capabilities.
- Improved network performance by implementing advanced monitoring tools and troubleshooting techniques.
- Monitored IT support Ticket system, and provided troubleshooting and solutions for users with various Technology needs
- Dispatched and/or responded to approximately 20 support tickets on a daily basis.
Desktop Support
Local School System
01.2005 - 03.2005
- Troubleshooting and repair of existing PC's
- Setup of new PC's
- Software installation
- Relocation of equipment between buildings
- Wiring for additional LAN connections
- Other various duties as asked.
Help Desk Analyst
Clariant Corporation
01.1993 - 01.1994
- Responsible for upgrades, maintenance, service contracts, coordination of activities with Corporate and local IT staff regarding software, hardware installs, deployment of equipment to approximately 300 users.
- Liaison with vendors and suppliers and external support services.
- Formerly Hoechst Celanese Corporation
Service Manager
MYLOR Corp.
01.1990 - 01.1993
- Supervised and directed staff of 4 Service Technicians
- Managed $125,000 service parts inventory
- DBA Computerland
Field Technician
New England Computer Corporation
01.1987 - 01.1990
- Working directly with outside customer base
- Responsible for setup, configuration, installation of computers & other hardware
- Interact with customers to establish their needs and requirements
- DBA Computerland
Computer Technician
Computerland of Providence
01.1983 - 01.1987
- Responsible for setup, configuration, installation of computers & support
- Interact with customers to establish their needs and requirements
- Provided technical support via phone, email, and in-person troubleshooting sessions.
- Streamlined repair processes to improve turnaround time for service requests.
Education
High School Diploma -
Blackstone Millville Regional
Blackstone, MA06.1981
Skills
- Excellent communication skills
- Customer orientated
- Quick response and Follow up
- Ability to work under stressful conditions
- Good problem solving skills
- Evaluating options
- Providing solutions
- Willingness to learn
- Good documentation skills
- Self starter
- Network diagnostics
- Application installations
- Desktop support
- User credential management
- Gathering information, listening and interpreting problems
Roles And Responsibilities
- Help Desk: Responsible for tracking calls into a Lotus Notes database.
- Provide 1
- Level support in troubleshooting operating system, software and hardware related problems for onsite and remote users.
- Telecom - Nortel Phone switch: Administer internal telecommunications and voicemail system, while providing technical phone support.
- Hardware: System administrator functions along with connectivity, implementation, integration and troubleshooting for all devices.
- Involved in maintaining computer and user account inventory.
- Manage equipment return, repair and replacement.
- User support for onsite and remote users.
- Provide training on laptop and other software.
- Travel to other sites.
- Responsible for backup co-ordination and offsite storage schedules.
- Responsible for user calls, resolutions, installs, outside services.
- Backup to other IT staff.
- Support operations in an on-call rotational 24x7 operation.
- Assisted with quality assurance of in-house software.
Applications Software
- Lotus Notes
- Windows: NT, 2000, XP
- Microsoft Suite
- Novell
- SAP
- Virus Software
- Various other company specific applications
Timeline
IT Support Specialist, Endpoint Manager
Foster Glocester School District
08.2016 - Current
Assistant Network Administrator
Central Falls School District
03.2005 - 07.2016
Desktop Support
Local School System
01.2005 - 03.2005
Help Desk Analyst
Clariant Corporation
01.1993 - 01.1994
Service Manager
MYLOR Corp.
01.1990 - 01.1993
Field Technician
New England Computer Corporation
01.1987 - 01.1990
Computer Technician
Computerland of Providence
01.1983 - 01.1987
High School Diploma -
Blackstone Millville Regional