Mike Castellucci
IT Support Technician
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About
IT Support Technician with 5 years of experience in technical support, help desk operations, and system administration. Skilled in troubleshooting Windows, Microsoft 365, hardware, software, and network issues, with experience in Active Directory, Ticketing Systems, and remote support tools. Proven track record of delivering efficient, SLA-driven support and exceptional end-user service.
Experience
Helpdesk Technician - Impact Business Technology - Sandy Hook, United States
(2021-09)
- Train and mentor helpdesk staff, ensuring adherence to policies and procedures.
- Serve as an escalation point for complex issues involving networking, hardware, software, and cloud-based systems.
- Administer Microsoft 365 and Azure environments, including user provisioning, permissions, and security.
- Support remote and onsite clients with workstation setup, configuration, and maintenance.
- Implement process improvements to enhance response time and customer satisfaction.
- Collaborate with system engineers and vendors for advanced troubleshooting and infrastructure projects.
- Improved ticket workflow efficiency by optimizing escalation procedures.
- Resolved complex technical issues involving Windows servers, Microsoft 365, networking, virtualization, and endpoint systems across diverse client environments.
- Supported rollout of cybersecurity and backup upgrades across multiple client networks.
Program Advisor - Boys and Girls Village - Milford, CT
(2014-06 - 2021-08)
- Supported students with behavioral challenges, ensuring structured and safe learning environments
- Applied TCI techniques during crisis situations to de-escalate and promote emotional regulation
Community Activities Coach - Kennedy Center - Trumbull, CT
(2011-09 - 2014-05)
- Designed and led recreational, therapeutic, and educational activities for individuals with disabilities
Youth Director / Associate Pastor - Victory Outreach Church - Bridgeport, CT
(2003-08 - 2011-03)
- Directed youth ministry programs, trained leaders, and organized weekly events
Paraprofessional - Board of Education - Bridgeport, CT
(2001-08 - 2006-06)
- Assisted students with special needs through individualized instruction and classroom assistance
Education
Associates Degree - Religious Studies - Victory Education & Training Institute
