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Lead Helpdesk Tech

Charlotte, North Carolina, United States
April 21, 2017

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Charles Grier

Lead Helpdesk Tech

Charlotte, NC



IT Professional with 8 years of experience, seeking full time employment. Experienced in technical support and desktop management, networking and software applications. Strong communication skills with customers of diverse backgrounds, strong operational skills to rapidly growing companies, and currently possess an active security clearance.


Information Technology


Sep 2008 - Current

Serving as a Manager, responsibilities increased over time from entry Level Desktop Computer Support, Desktop Technician, Lead Helpdesk Tech and varies of other responsibilities. IT Support Specialist

Remedy tickets and tracking of requests.

Setting up, installing, and troubleshooting hardware, software. and peripheral devices. Training staff, customers and vendors on end-user awareness. Provided high-level of service for up 800 employees, 1 Executive Director, 2 Directors, and multiple Managers/Supervisors.

Desktop Technician

Troubleshoot problems either in person or remotely Configuring, testing, and troubleshooting network and wireless issues. Process termination of logins for password request, email notification, disable network access for terminated users, re-imaging.

Lead Helpdesk Tech

Responsibility for management of the Helpdesk team. Monitor Helpdesk ticket queues daily to ensure that user requests are being expedited according to issue priority and service level standards.

Served as liaison for escalation level support teams Assists helpdesk with timely identification of issue trends/patterns so that appropriate escalation level support teams and management are notified.

Promotes helpdesk and ticketing system best practices. Develop and maintain procedural documentation for the team and other general Helpdesk documentation for the IT department.

Collect helpdesk data in order to understand ticket volume, helpdesk issue trends/patterns, staffing needs and makes recommendations to management, as necessary. Compiles statistical and other reports as required.

Served as a member of the Helpdesk team in order to augment staffing as required, including afterhours:

Prioritizes, resolves and/or reassigns helpdesk requests that are received either by phone or by email.

Using best practice procedures, enters issue details and documents troubleshooting steps into the helpdesk ticketing system..

Manages user accounts (add/delete/transfer) as appropriate. (Active Directory) Performs other duties as assigned.


Education and work experience:

Active Security Clearance

2 years of college education, concentrated in Computer Engineering. 8 years of technical experience

Help Desk Support (8 years),

Microsoft Office (8 years),

Windows OS (8 years),

Active Directory (4 years),

Microsoft 365 (4 years),

Microsoft Exchange (8years),

Networking (3 years),

HelpDesk Lead (4 years)


Support troubleshooting of all desktop issues, which includes diagnosing and resolving hardware, printers and end-user devices

Printer troubleshooting

Knowledge of TCP/IP, 0365, and Microsoft products

Knowledge of networks, software, and hardware

Problem solving and decision making under stress

Work well with teams and people

Provide a high level of customer services at all times Ability to remain calm and focused under pressure, adaptability Strong communication and clear and precise writing skills Able to lift over 100lbs, able to install equipment under desks and ceilings

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