1. Caryn Castle
11283 Derringer Cir N
Jacksonville, FL 32225
937-408-4684
Caryn.Castle@gmail.com
Objective
Become a team member in an organization where I can help
customers achieve their goals through outstanding customer service,
proven by years of professional experience.
Employment History
SteinMart Corp - Jacksonville, FL
Current
 Help Center Agent
 Responsible for first leel support to all stores as well as
Customer
Carnegie Mellon University – Pittsburgh, PA
2012 - 2015
 Help Center (Interim) - April 2015
o Responsible for first level support for services offered by
Computing Services to students and faculty
o Supported a variety of issues including but not limited to:
Computer Operating Systems (Windows and Mac)
Common tools including email clients (MS Outlook and
Outlook Web Access, Cyrus mail and Google Apps)
Web browsers (MS Internet Explorer, Apple Safari and
Mozilla Firefox)
Mobile Device Operating systems (Android, iOS and
Windows Mobile)
Installation of various software (Matlab and
Mathmatica)
o Used Service Now as both a ticketing management
system and a knowledge base
 Executive IT Consultant
2013 - 2015
 Responsible for providing advanced technology
consulting and support to the Executive, Senior
Leadership and staff of the University
 This included: installing, configuring, and
troubleshooting hardware and software on the
Macintosh, PC and some mobile platforms
 Worked as a liaison with users and experts to
address and resolve challenging issues
K&L Gates LLP - Pittsburgh, PA
2010 - 2013 Technical Support Analyst
 Help Desk Analyst

2. o Answered incoming customer calls for 63 offices
Worldwide
using Cherwell Service Management and Heat as a ticket
management system
o Covered varied shifts (8-4:30, 10:30-6:30, midnight-8)
o Supported a variety of hardware and software issues
including
but not limited to:
DM5
Outlook
Word
Accuroute
Active Directory
Adobe Profession 9
Citrix Access Management Console
Configuration Manager Remote Control
eFax
Excel
FTP and Extranet used for external document sharing
Heat
Litera Change-Pro
PowerPoint
Remote Desktop Connection
Windows Remote Assistance
Honda of America, Mfg, Marysville, Ohio
1994 - 2010
Security Administrator
2005 - 2010
 Honda Electronic Security Administrator (Lombardi TeamWorks
BPD product)
o Daily management, troubleshooting, system maintenance
of Lombardi TeamWorks.
o Responsible for meeting with various internal customers,
understanding their needs for the application and
reviewing future enhancements for Lombardi
TeamWorks.
o Responsible for submitting customer needs to Lombardi
TeamWroks Technical Support for enhancements.
o Responsible for testing all changes in Dev and QA and
Production between each code promotion.
o Responsible for code promotion.
o Responsible for data migration of Lombardi TeamWorks

3. o Responsible for all system documentation, Technical and
End user as well as assisting end users with using the
application.
o Primary Lombardi TeamWorks SME when the Electronic
system was being built. Primary responsibility was data
and requirement gathering as well as building the Data
Owner informational table. This required a review of all
Network servers, and the setup and review of all folder
securities. These had to be entered into a load file and
then loaded in to a UDB Database. I also had the same
responsibility when Honda of Alabama decided to load
their data in to the application.
PeopleSoft FDM and HR Administrator
o Support and backup for User account creation of
PeopleSoft FDM and HR Application
o Assist end users with logon, account requests and
troubleshooting customer issues
Honda Supply Team Administrator (IBM Tim/Tam application)
o Primary support for creation, troubleshooting and removal
Internal and external Supplier accounts
Additional responsibilities and experiences while a Security
Administrator
o Creation, troubleshooting and removal of Active Directory
Network accounts
o Creation, troubleshooting and removal of Lotus Notes
accounts
o Creation, troubleshooting and removal of internal GPCS
accounts
o Creation, troubleshooting and removal of EDI accounts
o Creation, troubleshooting and removal of CribMaster
accounts
o Creation, troubleshooting and removal of PensionGold
accounts
o Primary liaison between Security Administration and the
Help Desk as well
as all E-site companies (Honda South Carolina, Honda
North Carolina, Honda Georgia, Honda of Indiana, Honda
Transmission)
o In-depth experience using SMS to ‘Remote Connect’ to user
pc’s for ease
of support and resolution of issues.
o Strong knowledge in writing SQL and QMF queries.
Internal Help Desk Technician
2000 - 2005 Honda of America, Mfg , Marysville, Ohio
Help Desk Lead

4. Training of new Help Desk
o 12/05/2004 thru 01/25/2005 – Weekday on-site trainer for
TechTeam (New Help Desk) located in Southfield, Mi.
o Responsible for classroom training before live transition.
o 12 hour (7:00 am – 7:00 pm) on-site support for live
transition on 01/03/2005. Available by phone other hours.
o Responsible for instilling the Honda perspective to new
support team and the expectation of quality from the
‘Customer perspective’
Help Desk Tier 2 support
o Reviewed all problem (HEAT) tickets before they were
assigned to other support for data integrity while also
confirming that that the problem could not be resolved by
the Help Desk before reassigning.
o Monitored the visible call queue as well as length of Tech
calls to determine if assistance was needed or if a larger
problem existed (server down, Mainframe job lockout).
o Responsible for reviewing all closed HEAT tickets for data
integrity.
o Responsible for reviewing all metrics for monthly QCD and
assist in identifying if and why call goal/ targets were not
met.
o Responsible for training all new Help Desk Techs.
o Responsible for creating support documentation
o Reviewed and corrected Daily IR (Incident Report)
Summary report that was reviewed by Management.
o Primary HEAT administrator responsible for account, new
assignment group creation and all securities involved in
maintaining the database.
Help Desk Technician
o Responsible for answering and resolving internal customer
calls.
o Within 6 months of joining the Help Desk I was the highest
call taker of the group with 1000 phone calls answered in a
3 week period of time. Resolution rate was 90 %.
Computer Operator
1994 - 2000 Honda of America, Mfg , Marysville, Ohio
o Responsible for training the new IBM/Ops group due to
outsourcing
o Monitored Mainframe jobs using JobTrack, Unix jobs using
Hummingbird. Monitored network backups. Responsible
for Mainframe system backups and preparing them for
offsite delivery.
Data Control Clerk
1987 – 1994 Olan Mills, Springfield, Ohio
o Transmitted data to home office.

5. o Balanced order reports
o Researched for lost documents
o Primary for yearly inventory day
Data Control Clerk
1983 - 1987 Credit Life Insurance Company, Springfield, Ohio
o Delivered reports
o Data Entry
o Assisted with Tape library
o Assisted Computer Operators in tape mounting
Education
I wouldn’t break out internal and external since you’re not listing
where you took the classes – something like “Various computer
courses, including but limited to:
Internal classes –
SQL : Fundamentals of Querying
Intro to Programming using Java
HTML Programming 4.0 Intro
Crucial Conversations
Project Management Into
External Classes
TeamWorks Modeling Process
Fundamentals of Information Security
Volunteer Experience
Volunteered for the Honda Homecoming every year working the Tour
Tent or
transporting visitors around the campus. When at the Tour Tent I was
the ‘in charge’ associate for Company communications.