Carroll Cadden

Experience

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  University of Chicago Graduate School of Business

  Sept 1995 - Aug 1999

  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 Show less

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  Harvard University Faculty of Arts and Sciences

  Sept 1999 - Jul 2009

  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 included:• analyzing, providing, and resolving 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 Show less

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  Putnam Investments

  Aug 2009 - Feb 2010

  Desktop Support Specialist

  Worked with 70+ members of corporate communications (graphic and Web design, information technology, financial services, legal compliance, and marketing) department. Duties included:• providing 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, Systems Management Server (now SCCM) 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 Show less

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  Harvard Business School Publishing

  Feb 2010 - Apr 2010

  Systems Administrator

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

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  Hebrew SeniorLife

  Jul 2010 - Nov 2010

  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)

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  Vertex Pharmaceuticals

  Nov 2010 - Nov 2016

  Senior Technical Support Specialist

  Worked with 2000 onsite and offsite executives, scientists, researchers, and staff. Duties included:• senior technician/team lead of 5-person level-2 team of PC, Mac, and mobility technicians, working to support onsite and remote users over phone, remotely, via email, and in person• providing onsite and remote (using LANDesk, WebEx, Apple Remote Desktop, etc.) PC and Macintosh hardware and software break/fix troubleshooting• primary supporter of 400+ corporate Macintosh users; team support of PC community• basic audio and video conferencing setup and support• iPad/iPhone/Android enterprise deployment using MaaS360 MDM (and formerly Good)• Blackberry BES administration, deployment, and troubleshooting• PC and Macintosh system imaging (with LANDesk/PXE Boot/Ghost/Casper/NetBoot), builds, moves, adds, and changes• working with engineering team to test new PC and Macintosh operating systems/enterprise images• inventory tracking/software deployments using LANDesk, Casper, and Apple Remote Desktop• tracking and maintenance of service calls with ServiceNow and Solar Winds Web Help Desk help-desk/asset management/ticketing systems• Microsoft Collaboration (Office 2010, 2011, 2013 Outlook/Microsoft Exchange, Lync, SharePoint) and Office 365 configuration/support (previously Lotus Notes)• basic support of Linux high-performance-cluster users• basic Active Directory account management of PC/Apple computers, user groups, OUs• Exchange Management Console support• Nortel/ShoreTel telephone deployment and support• basic Cisco IP phone support• working with manager to interview and select new desktop-support team members• helping set work-coverage schedules and supervising allocation of support tickets• training and mentoring new IT employees• writing and updating articles/documentation for corporate knowledge base Show less

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  Brandeis University

  Nov 2016 - now

  Worked with large community of faculty, staff, and students at major research university. Duties included:• providing all tiers of software support—via ticketing system, onsite support, phone calls, and remote (TeamViewer and Zoom) tools• providing Apple and Dell hardware repair services for faculty, staff, and student computers• providing administrative support and tasks for Active Directory; Adobe Creative Cloud; GSuite; Box; Code42 CrashPlan; Microsoft 365; Duo; Cisco; Proofpoint; Sympz; and HP and PaperCut print servers• helping oversee, mentor, and advise Help Desk student staff and junior staff• assisting with technological onboarding of new university employees• providing executive support, including regular on-call shifts• logging and managing numerous ticket queues with Jira Service Desk software• adding and updating documentation in team Wiki and university knowledge base• researching solutions to complex support requests• supporting campus-wide implementation of 2FA/Duo Mobile and transition of PeopleSoft to Workday Show less

  • Systems Engineer

    Feb 2024 - now

  • Senior Desktop Systems Specialist

    Nov 2016 - Feb 2024