Caleb Carson Email & Phone Number

Dallas, TX, US

Genève, CH

Redmond, Washington, US

Houston, Texas, US

• Provide day to day support for 514 clients, each housing anywhere between 20 – 1,000 users.
• Support Workstations, Servers, mobile devices, peripherals, printers, and any system or technology needed.
• Work within the Connect Wise suite, including the Manage and Automate systems for ticketing and remote access.
• Respond to requests via phone, email, chat, or scheduled tickets.
• Resolve issues from simple password resets to hardware replacement.
• Image workstations manually based on build specifications.

• Provided day to day support of software, workstations, mobile devices, accessories, and printers. Across 25 Locations and over 400 Users.
• Organized ticketing system flow by priority and SLA.
• Coordinated Support Sessions with Users through LogMeIn, Skype for Business, and Microsoft Teams.
• Documented Service Tickets in detail via ZenDesk and ServiceNow.
• Tested and Approved updates through Maintained Windows Server Update Services weekly.
• Created and Removed Users through AD, AAD, and O365.

I work with Durham Contractors to create, install, and maintain their Office Network. This includes the installation and support of 12 PC’s, 6 HP Printers, 1 Fax Machine, Voice of IP Phone System and a Server acting as file storage. I completed all aspects of installation including cable routing. I am proud to have created and maintained a Windows Server.

Akron, Ohio, US

• Troubleshoot Printer communication and configuration.
• Provide Hardware and Software support for 10,000 employees internal and external.
• Troubleshoot connectivity to a variety of networks ranging from MPLS to SD WAN.
• Create Users and Reset Passwords in Active Directory.
• Ensure ports are configured correctly via Cisco Meraki GUI.
• Guide Technicians through dispatches, including SD WAN conversion.

Carrollton, TX, US

• Utilize Remote Access to resolve client-side issues i.e. Windows Errors, Revolution Software Errors, Network Connectivity, User Settings, and Reporting.
• Provided network support for users on/off domain; escalated tickets to the firewall and network operations team for new office setups
• First point of contact for users who need assistance by email, phone, or remote screen-sharing
• Setup new users in Active Directory to setup their profile on the domain and manage password requests.
• Used root-cause analysis to determine the most impactful and efficient solution
• Monitored unit status remotely via NetSuite reporting.

Akron, Ohio, US

• Worked closely with Stores and Customers on escalated issues involving sales, charges, contracts, and insurance policies.
• Maintained greater than 96% quality rating on all scorecards.
• Trained new and existing team members on policies and applications.
• Managed inbound email requests from Guests on behalf of Signet Jewelers.
• Worked with Quality Control to refine processes of phone agents to reduce average call time.

Redwood City, California, US

• Worked with Customers and Network Engineers to resolve Firewall License based issues.
• Used Remote Access via WebEx to troubleshoot Router License configuration and Check Point Firewall settings.
• Regularly update and maintain company Knowledge Base in order to document solutions to problems.
• Assisted customers with creating and managing enterprise firewall accounts.
• Managed inbound ticketing system to review and log all instances.
• Worked in with other offices in Tel Aviv and California to Support remote users worldwide at all hours of the day.

Tampa, Florida, US

• Responsible for Customer Service and Billing Support to clients like AT&T and Microsoft.
• Assisted users with starting and monitoring the RMA process.
• Handled 50-80 inbound calls daily.
• Responded to technical assistance with customer devices such as iPhone, Android, and Windows phones.

Seattle, WA, US

• Created customer data back up and transferred data between devices efficiently leading to high customer service ratings
• Improved customer account creation experience by creating and notating in their devices login information
• Kept customers informed about issue lifecycle and made follow-up calls in a timely manner

US

• Managed the opening and closing of the store, including inventory management and daily accounting.
• Assisted associates with POS training and troubleshooting.
• Created and maintained POS account creation and commands.

New York, New York, US

Arlington, Texas, US