Charles Phillips

ad4dov@r.postjobfree.com • 832-***-**** • linkedin.com/in/charles-phillips-730b5487 TECH SUPPORT CUSTOMER SERVICE

PROFESSIONAL SUMMARY

Tech support specialist with 10+ years of providing timely and effective assistance to end-users experiencing technical issues with hardware, software, or other IT systems. Skilled at diagnosing and troubleshooting problems, guiding users through solutions, and escalating issues when necessary. Maintains documentation, updates knowledge bases, and creates a positive customer experience via clear communication and problem resolution. Passionate about security, quality and customer satisfaction. CERTIFICATIONS

CompTIA A+, CompTIA, Expected March 2024

CompTIA Security+, CompTIA Expected March 2024

Microsoft Certified: Azure Fundamentals, Pearson Vue October 25, 2023 – No Expiration PROFESSIONAL EXPERIENCE

Technical Support Specialist/Freelance, Manvel, TX Jan. 2010 - Present

● Troubleshoot technical issues utilizing both onsite and remote tools, resulting in a more secure environment, improving processing performance and network reliability by 2x+.

● Upgrade/replace hardware and install software on computers, copiers and printers including motherboards, graphic cards, RAM, hard drives, etc. to minimize end-user downtime by more than 2 months.

● Wire client’s business or home office with CAT5/6 for SOHO networks to provide mirrored functionality while working from home saving 3+ hours a day. Technologies include security cameras, multi-screen monitoring and access to both onsite and remote MFP.

● Create disaster recovery/business continuity plan for small businesses to ensure access to data in the event of an unforeseen outage due to cyberattack or natural disaster, minimizing or even eliminating company downtime by at least 50%.

● Add additional cybersecurity controls to provide a defense in depth approach for clients, using the latest tools including MFA, security awareness training and advanced firewall/IDS/IPS perimeter devices, resulting in a 4x better security posture. Pipefitter/Welder, Gemco Constructors, Indianapolis, IN Dec. 2019 - Jan. 2023

● Collaborated with a small team to verify that blueprints were feasible, decreasing project cost by $250K+.

● Maintained safety, based on OSHA standards, by continuously participating in project briefings, keeping others’ accountable on following through with said-procedures, and staying current with certification requirements.

● Verified project quality and satisfaction of the service, based on the SLA, which increased job production by 200%. Tool Room Supervisor/Supply Specialist/Manual Machinist, Kemlon Products, Pearland, TX Aug. 2018 - Dec. 2019

● Reviewed product specifications to produce specialty items and then distributed orders to customers, such as major drilling companies and government contractors, all to decrease work for the Quality Control team by 50%.

● Transitioned the company to a digital solution by creating over 10 complex, relational spreadsheets, which gave the company more organization, better data integrity, and increased revenue 2x.

● Maintained data integrity for the inventory spreadsheets and filled purchase orders for 50 plus projects. Third-party Acquisition Field Investigator, Texas Regulators, Pasadena, TX Nov. 2016 - June 2018

● Shifted through multiple resources to track debtors so that lean holders re-acquired 75% more of their multi-millionaire assets.

● Implemented creative solutions to achieve 200% more repossession of assets and notifying debtor(s) of the seizure.

● Documented an after-action report for over 2,500 seizures and sent the documentation to the State and lean holder, generating 2-3x more contracts for the business.

Prewire Installer, Redman Communications, Manvel, TX Sep. 2014 – Nov. 2015

● Installed fiber networks, data lines, and RG-6 infrastructure daily for 25-50 residential apartments.

● Maintained safety, based on OSHA standards by wearing correct equipment and staying current with certification requirements.

● Provided add-on services for entertainment set-up, such as bluetooth receivers, WAP, surround sound system, which enhanced their customer experience and marked up profit by 2x.

Presidential Honor Guard

U.S. Air Force, Bolling A.F.B, Washington D.C. June 2002 – Oct. 2013

● Completed 5 oversea deployments within 9 years to protect and defend United States interests.

● Led 11 air-men in specialty training so that they were ready/equipped for various assignments.

● Performed over 1,300 military burial ceremonies to give proper respect and appreciation for fallen soldiers.

● Promoted recruitment for the United States military when leading the Color Guard and served as media liaison between the White House and the military.

PROFESSIONAL AFFILIATIONS

Member of: HDI Help Desk Institute (Oct. 4, 2026)

LinkedIn Information Security Group

SANS, ISACA, ISC(2), Network Security Group, CISA