CHARLES LOWE

Anna Tx • 469-***-**** • ad4sv4@r.postjobfree.com

Summary

Experienced Professional: Offering extensive hands-on experience as a senior support engineer and system administrator who has competently supported everything from Windows OS to servers and major networks. Well-Rounded Engineer: Highly skilled at working with a variety of systems and tools to handle key projects, adhere to strict timelines, and consistently provide exceptional service during every level of interaction. Effective Communicator: Adept at addressing customer concerns, responding to team feedback, coordinating resolutions, and relaying complex information while simultaneously handling other essential tasks. Innovative & Analytical Thinker: Excellent track record of surpassing company expectations by developing innovative solutions to difficult problems while also conducting detailed analysis of technical network designs.

Skills

Advanced Problem Solving

Establishing Objectives

Time Management

Process Improvements

Network Troubleshooting

System Troubleshooting

Customer Relations

Team Collaboration

Business Operations

Technical Administration

Organization

Attention to Detail

Experience

Field Service Technician, 07/2021 to Current

Southern Gazer's Wine & Spirits – Addison, TX

Experience in Racking and Stacking Network Hardware 10 years.

Performed on-site installation, routine maintenance and minor repairs

Retain, investigate, and restore computer systems, hardware, printers, and computer peripherals Training customers on equipment .

Installation Resolve customer complaints regarding product performance or malfunctioning equipment in a professional manner

Installed, configured and maintained computer hardware, software and peripheral's Computer imaging connections

Experience with both Copper and Cat 5 or Cat6 and (fiber 2years)

Senior Field Support Engineer, 01/2021 to 07/2021

Delta Solution / BB&E

Combine superior communication and problem-solving skills while acting as primary POC for business partners

Understand company objectives while handling incoming calls, processing emails, and handling web tickets

Skillfully manage a fast-paced schedule while determining complex issues and making escalations as needed

Respond proactively to concerns related to software, hardware, networks, and telecommunication systems

Proactively install software updates, maintain workstations, and ensure the network is kept fully functional.

OSP Engineer, 01/2020 to 01/2021

PMI

Consistently surpassed expectations by successfully completing 1000+, projects according to schedules

Leveraged exceptional time management skills while testing and assembling a wide range of components

Maintained a dedicated and professional attitude while delivering key Confined Space process improvements

Conducted extensive and thorough research into project requirements by utilizing strong analytical abilities.

OSP Engineer, 01/2001 to 01/2020

PMI

Consistently surpassed expectations by successfully completing 1000+, projects according to schedules, Leveraged exceptional time management skills while testing and assembling a wide range of components, Maintained a dedicated and professional attitude while delivering key Confined Space process improvements, Conducted extensive and thorough research into project requirements by utilizing strong analytical abilities

System Administrator, 01/2017 to 01/2019

Spectrum

Conducted comprehensive inspections of network components and supported thin clients, printers, and scanners

Implemented, developed, and tested file servers, print servers, and application servers in all departments

Established network specifications and analyzed workflow, access, information, and security requirements

Collaborated closely with management teams to strategize, devise, coordinate, and execute technical plans that aligned with the client's vision, mission, and objectives

Managed the Microsoft SCCM 2012 environment, which involved creating or modifying security groups, executing application deployments (collections, advertisements, task sequences, and PowerShell scripts), overseeing patch updates, conducting troubleshooting, analyzing logs, and recommending infrastructure improvements.

System Administrator, 01/2016 to 01/2017

Trowbridge FT

Led the transition from Plain Old Telephone to Voice over IP across the entire base

Implemented, developed, and tested installation and updates of file servers, print servers, and application servers in various departments

Collaborated with Microsoft Exchange Server 2008, maintaining user accounts in AD, OU, creating mailboxes, distribution lists, and configuring permissions

Analyzed SCCM log files, provided patch management support, and oversaw maintenance window operations

Demonstrated exceptional customer service and organizational skills while efficiently managing multiple tasks, with a positive communication style, both verbally and in writing

Offered comprehensive hardware/software support for PCs/laptops, addressing user profile issues, configuring networks, and conducting basic printer and copier troubleshooting

Performed Data Center Management responsibilities

System Administrator, 01/2001 to 01/2017

Spectrum

Conducted comprehensive inspections of network components and supported thin clients, printers, and scanners, Implemented, developed, and tested file servers, print servers, and application servers in all departments, Established network specifications and analyzed workflow, access, information, and security requirements, Collaborated closely with management teams to strategize, devise, coordinate, and execute technical plans that aligned with the client's vision, mission, and objectives, Managed the Microsoft SCCM 2012 environment, which involved creating or modifying security groups, executing application deployments (collections, advertisements, task sequences, and PowerShell scripts), overseeing patch updates, conducting troubleshooting, analyzing logs, and recommending infrastructure improvements

Technical Support Representative, 01/2013 to 01/2016

Splunk, Inc

Conducted onboarding calls, addressed account issues, and resolved login problems for customers

Reviewed DPL contracts, managed License Cases (including splits, mergers, violations, and blacklisted cases), and filed P4 cases as ERs

Addressed escalations, P1 cases, and efficiently assigned cases to DSE while sorting incoming cases

Logged into phone systems and processed license orders, saved community cases, and ensured the closure of pending review cases for clients.

SL100 Technician, 01/2012 to 01/2013

Trowbridge FT

Utilized strong customer service and organizational skills, effectively managing multiple tasks while maintaining a positive attitude in verbal and written communication

Leveraged knowledge of Microsoft Windows platforms, office suites, trouble ticketing systems, and networking

Demonstrated proficiency in email systems, directories, and standard Windows desktop applications

Delivered frontline technical support to the military, specializing in Tier 1 troubleshooting encompassing active directory, Microsoft 2003, printers, and laptops

Collaborated with Microsoft Exchange Server 2003, overseeing user accounts within AD and OU, creating mailboxes, establishing distribution lists, and configuring permissions

Executed the relocation and deployment of helpdesk workstations, ensuring operational continuity

Demonstrated expertise in imaging, patch management, scripting/automation, and software packaging technologies and processes, with an emphasis on System Center Configuration Manager and Orchestrator

Possessed a robust background in Group Policy Objects (GPOs), adeptly crafting and troubleshooting, encompassing software deployment and security settings and configurations

Displayed advanced proficiency in Microsoft Desktop operating systems, software packages, and products, including a strong grasp of Windows 7 and 10 platforms.

Technical Support Representative, 01/2001 to 01/2013

Splunk, Inc

Conducted onboarding calls, addressed account issues, and resolved login problems for customers, Reviewed DPL contracts, managed License Cases (including splits, mergers, violations, and blacklisted cases), and filed P4 cases as ERs, Addressed escalations, P1 cases, and efficiently assigned cases to DSE while sorting incoming cases, Logged into phone systems and processed license orders, saved community cases, and ensured the closure of pending review cases for clients

SL100 Technician, 01/2011 to 01/2012

MTS, Inc

Ensured exceptional communication standards as a member of a five-person team at Camp Buehring, a substantial U.S

Army Base supporting the U.S

Army Forces Central (ARCENT) Coalition Forces Land Component Command (CFLCC)

Effectively managed the Nortel SL-100 malfunction switch, which included overseeing the intricate DSN network on the trucking side and maintaining 10K phone numbers on the line side

Conducted analysis and documentation of call utilization and call patterns for management, proactively identifying and resolving network integrity issues, as well as troubleshooting peripheral and auxiliary equipment breakdowns

Functioned as the on-site subject matter expert, offering valuable technical recommendations to clients on the most suitable products and features to address their specific requirements

Provided expert guidance on enhancing functionality and optimizing efficiency.

0 Technician, 01/2001 to 01/2012

Trowbridge FT

Utilized strong customer service and organizational skills, effectively managing multiple tasks while maintaining a positive attitude in verbal and written communication, Leveraged knowledge of Microsoft Windows platforms, office suites, trouble ticketing systems, and networking, Demonstrated proficiency in email systems, directories, and standard Windows desktop applications, Delivered frontline technical support to the military, specializing in Tier 1 troubleshooting encompassing active directory, Microsoft 2003, printers, and laptops, Collaborated with Microsoft Exchange Server 2003, overseeing user accounts within AD and OU, creating mailboxes, establishing distribution lists, and configuring permissions, Executed the relocation and deployment of helpdesk workstations, ensuring operational continuity, Demonstrated expertise in imaging, patch management, scripting/automation, and software packaging technologies and processes, with an emphasis on System Center Configuration Manager and Orchestrator, Possessed a robust background in Group Policy Objects (GPOs), adeptly crafting and troubleshooting, encompassing software deployment and security settings and configurations, Displayed advanced proficiency in Microsoft Desktop operating systems, software packages, and products, including a strong grasp of Windows 7 and 10 platforms

Administration, 01/2008 to 01/2011

Collabra / AT&T

Demonstrated advanced proficiency in Windows Server 2000/2003, NT4.0, Microsoft Active Directory, DNS, and DHCP, showcasing expertise in essential server technologies

Collaborated as an integral member of the VoIP/Call Vantage team, contributing to the design and development of innovative features and enhancements for the Call Vantage VoIP platform

Streamlined the ordering and provisioning workflow, connecting seamlessly to backend systems

Additionally, played a key role in shaping specifications and requirements for these advancements

Spearheaded the creation of systems architectures and functional interface specifications

Provided support across the entire product/project lifecycle, including the analysis of user and business requirements, conducting feasibility studies, crafting Technical Service Descriptions (TSDs)

Generated systems and functional requirements documents, reviewed design documentation, outlined testing procedures, and offered high-level product support.

01/2001 to 01/2008

Collabra / AT&T

Demonstrated advanced proficiency in Windows Server 2000/2003, NT4.0, Microsoft Active Directory, DNS, and DHCP, showcasing expertise in essential server technologies, Collaborated as an integral member of the VoIP/Call Vantage team, contributing to the design and development of innovative features and enhancements for the Call Vantage VoIP platform, Streamlined the ordering and provisioning workflow, connecting seamlessly to backend systems, Additionally, played a key role in shaping specifications and requirements for these advancements, Spearheaded the creation of systems architectures and functional interface specifications, Provided support across the entire product/project lifecycle, including the analysis of user and business requirements, conducting feasibility studies, crafting Technical Service Descriptions (TSDs), Generated systems and functional requirements documents, reviewed design documentation, outlined testing procedures, and offered high-level product support

System Administrator, 01/2017 to 01/2001

Trowbridge FT

Led the transition from Plain Old Telephone to Voice over IP across the entire base, Implemented, developed, and tested installation and updates of file servers, print servers, and application servers in various departments, Collaborated with Microsoft Exchange Server 2008, maintaining user accounts in AD, OU, creating mailboxes, distribution lists, and configuring permissions, Analyzed SCCM log files, provided patch management support, and oversaw maintenance window operations, Demonstrated exceptional customer service and organizational skills while efficiently managing multiple tasks, with a positive communication style, both verbally and in writing, Offered comprehensive hardware/software support for PCs/laptops, addressing user profile issues, configuring networks, and conducting basic printer and copier troubleshooting, Performed Data Center Management responsibilities, Provided Tier III level support for network issues that came through the customer support center, Developed innovative solutions and refined processes to improve service delivery, Established network specifications and analyzed workflow, access, information, and security requirements, Provided desktop support for the military, including Tier 1 troubleshooting in Active Directory, Microsoft 2003, printers, and laptops; also, reconnected and deployed helpdesk workstations securely in designated areas

SL100 Technician, 01/2012 to 01/2001

MTS, Inc

Ensured exceptional communication standards as a member of a five-person team at Camp Buehring, a substantial U.S Army Base supporting the U.S Army Forces Central (ARCENT) Coalition Forces Land Component Command (CFLCC), Effectively managed the Nortel SL-100 malfunction switch, which included overseeing the intricate DSN network on the trucking side and maintaining 10K phone numbers on the line side, Conducted analysis and documentation of call utilization and call patterns for management, proactively identifying and resolving network integrity issues, as well as troubleshooting peripheral and auxiliary equipment breakdowns, Functioned as the on-site subject matter expert, offering valuable technical recommendations to clients on the most suitable products and features to address their specific requirements, Provided expert guidance on enhancing functionality and optimizing efficiency

Senior Field Support Engineer, 01/2021 to 01/0001

Delta Solution / BB&E

Combine superior communication and problem-solving skills while acting as primary POC for business partners, Understand company objectives while handling incoming calls, processing emails, and handling web tickets, Skillfully manage a fast-paced schedule while determining complex issues and making escalations as needed, Respond proactively to concerns related to software, hardware, networks, and telecommunication systems, Proactively install software updates, maintain workstations, and ensure the network is kept fully functional

System Administrator

Trowbridge

Provided Tier III level support for network issues that came through the customer support center

Developed innovative solutions and refined processes to improve service delivery

Established network specifications and analyzed workflow, access, information, and security requirements

Provided desktop support for the military, including Tier 1 troubleshooting in Active Directory, Microsoft 2003, printers, and laptops; also, reconnected and deployed helpdesk workstations securely in designated areas.

Education and Training

Associate of Science Microsoft: 01/2007

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