Carol

Wade
917-374-3782 carolwade@gmail.com 555 Walton Ave #2 Bronx, NY 10451-5231

Certified Technical Support Engineer with 10 years cross-platform end-user system support experience (up to
Windows 8.1 and Mac OS X 10.10 Yosemite). Top service leader on enterprise IT teams; dedicated to adding uptime
and value. Outstanding customer (including C-suite) support and attention to service-level agreements (SLAs).
TECHNICAL COMPETENCIES
Client Hardware: Dell, Lenovo, HP Windows, and Mac desktops / laptops. Client OS: up to Windows 8.1 & Mac OS X
10.10 (Yosemite); iOS and Android configuration; VMware, VirtualBox, and Parallels virtualization; Citrix Desktop.
Familiar with UNIX, Linux and DOS shells. Server Hardware & OS: HP Proliant, Dell PowerEdge on Windows Server
2003, 2008, and 2012; Apple OS X Server; some Solaris UNIX; Microsoft Exchange / Office365 configuration;
BlackBerry / BlackBerry Enterprise Server (BES) support. Security: Symantec Endpoint, TrendMicro, Kaspersky,
McAfee anti-malware; SonicWall Firewall. Networking: Cisco switches / routers; Cat5E/6 Ethernet cabling and
installation; 802.11x WLAN survey and connectivity; TCP/IP: SMTP, DHCP, FTP, http; DNS server configuration.
Application Support: MS Office 2010; Outlook and Entourage; Adobe Creative Suite / Cloud; Google Docs
Enterprise. Cisco WebEx; Microsoft and Apple Remote Desktop. Inventory & Deployment: Windows and Mac
system configuration, upgrades, patching, testing; Symantec Ghost; JAMF Casper Suite; SMS; SCCM; Microsoft
Sysprep and USMT. Infrastructure: Network printing, file sharing, tape backup / data recovery; Cisco, Avaya, Nortel
VoIP. Web Applications: Oracle / Java web apps; Salesforce CRM; MS SharePoint; PeopleSoft; ServiceNow and
RequestTracker; Adobe Creative Suite/Cloud. A/V: Crestron, Extron, PolyCom, and videoconferencing systems.

EXPERIENCE

Independent Technical Consultant

C.WADE Networks, Inc.






December 2009 Present
Supply computer, network, wi-fi, printing and general support for small businesses and residential users.
Advanced knowledge of Windows OS PCs (through 8.1), and Mac OS desktops and laptops (through 10.10
Yosemite), mixed wired and wireless networks, and Windows and Apple Servers.
> Current Cilent: EDELKOORT, INC. (Support NYC office of Dutch fashion trend forecasting agency)
Desktop Support Administrator (Contract)
Columbia University Medical Center Department of Systems Biology
June 2015 August 2015
Administered and provided connectivity for Mac, Windows, and Linux to high-performance computing systems.
Delivered networking and A/V presentation support, user installs, moves, adds, changes (IMACs).
Worked on major move of four research labs, IT compliance survey, and budget reconciliation project for private
university medical research institution.
Technical Support Consultant
Commonground/MGS New York, NY




February 2014 May 2015
Acted as main Mac & PC support consultant for NYC office of Chicago-based advertising and marketing agency.
Handled setups and terminations, user installs, moves, adds, network support and break/fix.
Assisted in 75 user moves and email migration after company merger with NYC-based marketing agnency.
Computer Lab Technician / College Assistant



September 2012 October 2013
New York City College of Technology (SEEK Program / City University of New York: CUNY)
Served as IT technician, training assistant, and workshop facilitator for undergraduate learning community.
Supported Windows 7 Dell PCs, and Apple iMac desktops running Mac OS X 10.5 10.7.

 Provided network connectivity, system optimization, and application maintenance (MS Office, Entourage, Novell
GroupWise, Adobe CS 5 / 6, AutoCAD), printer connectivity and document support.
Client Technical Support Engineer
Tabula Digita, Inc. Long Island City, NY




August 2009 December 2009
Supported DimensionM: innovative online multiplayer mathematics education software.
Installaled and supported DimensionM software on hundreds of Windows 7 and Mac OS X systems.
Implemented software in schools in NYC, Chicago, and remotely across the U.S.
Managed large, cross-platform site installations, requiring detailed client/server network troubleshooting.
Created initial implementation of issue ticketing and tracking solution using Salesforce CRM.
LAN Administrator (Risk Oversight & Operational Regulation)
FINRA (Financial Industry Regulatory Authority) - New York, NY

March 2008 February 2009

Built out support infrastructure for Wall Street office of FINRA Market Regulation (securities industry regulator).
Migrated 250 users from New York Stock Exchange (NYSE) network: MS Exchange email and data transfer, OS
upgrades, and training on Dell desktops and laptops.
Performed hardware, application and network infrastructure support for 250 onsite and remote Windows XP
desktops and laptops used for financial market governance.
Heavy Executive Support, ensuring consistent access to to the FINRA infrastructure, messaging & market data.
Coordinated user IMAC (installs, moves, adds, changes), system upgrades, and compliance system patches.
Desktop Support Specialist / IT Operations Team Lead
JWT - New York, NY






March 2006 January 2008
Managed Mac OS X & Windows system management and repurposing for 1,000-user ad agency headquarters.
Provided daily desktop support on Windows XP and Mac OS X 10.4 (Tiger) to 10.6 (Snow Leopard).
Supplied executive hardware and software support on both Mac OS X and Windows platforms.
Improved high-volume Install, Move, Add, Change (IMAC) SLAs from days to hours.
Performed high-capacity Windows and Mac OS X system builds, migrations, and Parallels installs.
Exceeded Service Level Agreements by improving technical standards and interdepartmental interactions.
Improved IT cooperation with Human Resources, improving high-turnaround installation times by 75%.
Streamlined and documented disk imaging configuration and deployment on Windows 2003 Ghost Server.
EDUCATION/CERTIFICATION
A+ (Windows XP and Windows 7) / Network+
Cisco Certified Network Associate (CCNA) Training
New York Business Institute http://www.nybi.com
New York, NY






Apple Computer, Inc. Cupertino, CA


Mac OS X 10.4 Help Desk, Portable & Desktop Technician

July 2013

February 2006

September 2006

November 2005

May 1996

Six Sigma Yellow Belt Certification
Young & Rubicam, Inc. New York, NY

CompTIA A+ 2003 New York, NY




Bachelor of Arts: State University of New York at Oswego