Robert A. Carrico
Indianapolis,IN
Summary
Dynamic IT Helpdesk Team Lead at George E. Booth Co. with a proven track record in enhancing service delivery and optimizing IT asset management. Skilled in problem-solving and communication, I successfully led a high-performing team supporting over 200 users, driving continuous improvement through data analysis and strategic collaboration.
Overview
9
9
years of professional experience
Work History
IT Helpdesk Team Lead
George E. Booth Co.
Avon, Indiana
06.2025 - Current
- Developed and led helpdesk team supporting over 200 end-users, enhancing IT alignment and service quality.
- Collaborated with senior leadership to design support strategies that enhanced service delivery.
- Analyzed helpdesk metrics to identify trends and proactively address recurring issues for continuous improvement.
- Facilitated training sessions and knowledge-sharing initiatives, upskilling helpdesk team and fostering a learning culture.
- Coordinated cross-departmental projects including system upgrades and device rollouts with minimal disruption.
- Championed IT asset management processes, optimizing accountability for company-issued technology.
- Provided insights on IT policy development and security standards, reinforcing organizational technology posture.
- Translated technical concepts into business-friendly language as liaison between technical teams and business units.
IT Support Specialist
George E. Booth Co.
Avon, Indiana
01.2024 - 06.2025
- Led migration to Azure Active Directory, configuring workstations with Microsoft Entra ID for improved identity management.
- Implemented centralized IT ticketing system with automated ticket assignments and custom workflow rules, enhancing support operations.
- Resolved technical issues for employees and clients in a timely manner.
- Provided desktop support for hardware and software troubleshooting requests.
- Installed and configured operating systems and applications on user devices.
Consultation Agent
Geek Squad
Avon, Indiana
10.2022 - 01.2024
Military Justice Paralegal
United States Air Force
Eielson Air Force Base, Alaska
07.2021 - 10.2022
General Law Paralegal
United States Air Force
Eielson Air Force Base, Alaska
07.2020 - 06.2021
Honor Guardsman
United States Air Force
Columbus Air Force Base, Mississippi
05.2020 - 04.2020
Air Traffic Controller
United States Air Force
Columbus Air Force Base, Mississippi
09.2016 - 05.2017
Education
Paralegal Apprentice Course -
Judge Advocate General’s School
Maxwell Air Force Base, AL07.2020
Diploma -
Speedway High School
Speedway, IN05.2013
Skills
- Project management
- Problem Solving
- Time Management
- Customer Service
- Adaptability
- Teamwork
- Leadership
- Attention to Detail
- Communication
Awards
- Honor Guardsman of the Quarter, 2019
- Honor Guardsman of the Year Nominee, 2017
- Air and Space Outstanding Unit Award, twice
- Air Force Good Conduct Medal
- National Defense Service Medal
- Global War on Terrorism Service Medal
- Air and Space Longevity Service Award
- Small Arms Expert Marksmanship Ribbon (Rifle)
- Air and Space Training Ribbon
Timeline
IT Helpdesk Team Lead
George E. Booth Co.
06.2025 - Current
IT Support Specialist
George E. Booth Co.
01.2024 - 06.2025
Consultation Agent
Geek Squad
10.2022 - 01.2024
Military Justice Paralegal
United States Air Force
07.2021 - 10.2022
General Law Paralegal
United States Air Force
07.2020 - 06.2021
Honor Guardsman
United States Air Force
05.2020 - 04.2020
Air Traffic Controller
United States Air Force
09.2016 - 05.2017
Paralegal Apprentice Course -
Judge Advocate General’s School
Diploma -
Speedway High School