Patrick Caraccioli Email & Phone Number

Parker, Co, Us

-Serve as an escalation resource for fellow IT service desk support technicians-Train and mentor junior technicians-Work ticket queue daily for remote and onsite service requests-Maintain client backups to ensure continuity/integrity-Assist with project work, large and small-Assist with creation of knowledge base documentation and development of procedural operations

Sole proprietor of helpdesk services at a small startup company. Brief contract work.

-Work a ticket queue for 13 dealerships across 3 states(all levels of tickets)-Solely manage one additional rooftop-Occasionally travel out of state for project work/support-Process HR notifies(Hires/Job Changes/Rehires/Separations)-Administrate all LoB systems for employees

All responsibilities included within the Project Coordinator, Professional Services and Help Desk roles -- answering incoming calls for client needs, work incoming tickets quickly/efficiently in a proactive manner so that issues don't recur, on-site professional services(troubleshooting/installation/office build-outs/etc) and coordinating all new hardware orders as Project Coordinator. For the coordinator role, took on the entire cradle-to-grave process minus quotation/ordering - ascertaining client needs, scheduling and onboarding/installation of all new hardware. Was also starting to train to also take on the Systems Admin role.The MSP was Dental-focused so issues often revolved around complex dental equipment and software.

Responsibilities: (Lead Sup) - Provide mentoring, answers and escalation assistance to varying levels of phone rep. Provide direct reporting on team performance. Lead team meetings, providing updated company information relevant to their positions.(Intern Credit Analyst) - Provide weekly/monthly reports of varying types for servicing reviews, determining company needs for staffing and otherwise. Utilize SQL/SAS to pull data from infrastructure and utilize Microsoft Office to coalesce information into a digestible form.

Managed the portfolio of a small auto financier.

Managed around 100 potential loss/loss accounts each month including skip tracing. Previous positions, Mid-range and Front End mostly on dialer systems resulting in 3-400 calls per shift.