Charles Roberts

Columbus, GA • 706-***-**** • ad4z2n@r.postjobfree.com • LinkedIn

Profile

User-oriented IT Specialist with expertise in system administration, web design, and solution development. Proven ability to enhance business and technical operations through in-depth requirements analysis and process automation. Diverse background in hardware and software support, technical troubleshooting, and client issue resolution for achievement of company goals and customer satisfaction. Business development professional highly skilled in cross-functional collaboration and creative problem-solving.

Professional Experience

Customer Care Specialist I AFLAC, Columbus, Georgia 02/14/2022 – Present

Facilitates the handling of 150+ customers inquires a week via phone while maintaining an average call handling efficiency score of 97% while utilizing empathy, defined listening skills and product knowledge to accurately responds to policy-holder requests and inquiries.

OnBase Developer State of Arizona, Phoenix Arizona 08/23/2021 12/03/2021

Successfully oversaw administration of OnBase, maintaining current releases for optimal performance. Developed OnBase solutions for diverse areas and assisted users in troubleshooting and resolving any issues and improving inter-departmental collaboration.

Key Achievements:

●Modified Workflows

●Improved Processes

●Teaching the team some tricks as well as learning new tricks from them.

Help Desk Specialist The Intersect Group 05/15/2021 – 08/22/2021

Working as 3rd level support for restaurants and POS Systems, troubleshooting issues and assisting where needed.

Key Achievements:

Worked as the first line of support.

IT Specialist S&K Logistics 11/30/2020 – 02/03/2021

Working as 3rd level support for desktop services. Reimaging machines, troubleshooting issues, and installing software.

Systems Operator Walmart LaGrange, GA 05/18/2020 – 11/09/2020

Run mainframe jobs to ensure reporting and production labels for distribution centers. Troubleshoot equipment.

IT Technician (Contractor) AFLAC 04/15/2019 – 04/06/2020

Working as 3rd level support for desktop services. Reimaging machines, troubleshooting issues, issuing VMs to Users, and installing software.

Operations Analyst Lead TSYS, Columbus, GA 11/4/2013 – 1/07/2019

Initially hired as Web Product Analyst I and promoted to progressively responsible positions. Successfully oversaw administration of OnBase, maintaining current releases for optimal performance. Developed OnBase solutions for diverse areas and assisted users in troubleshooting and resolving any issues. Created WorkView applications, enabling information tracking and improving inter-departmental collaboration.

Key Achievements:

Designed and implemented HR records management solution for enhanced process efficiency and data organization

Earned OnBase Systems Administrator Certification and OnBase WorkView Developer Certification

Gained experience in upgrading OnBase to the new version (v12 to v16).

Web Product Analyst I/II TSYS, Columbus, GA 6/4/2007 – 11/01/2013

Ensured client connectivity through timely submission of access control lists (ACLs) to TSYS networks. Assisted clients with connection setup and correct utilization of E-View and Web Services. Tested vendor software releases for reliability and administered internal DDS software application (DMS). Researched and recommended innovative solutions for productivity optimization.

Key Achievements:

Aided in automation of FedEx CD shipping, greatly reducing manual labor and improving efficiency of workflow.

Learned Adobe ColdFusion Fundamentals, simplifying data-driven web site and application development process.

Worked with Information Security on Web Vulnerability scans and how to remediate them.

Web Developer / PC Technician Columbus Consolidated Government 8/27/2001 – 6/01/2007

Expertly maintained departmental websites and information and assisted users with issues and questions. Provided hardware and software support and converted City Council Meetings to online format. Regularly updated mainframe systems and information systems and performed batch processing for various programmers.

Key Achievements:

Significantly improved PC technical processes in alignment with business needs.

Implemented first remote help desk solution used by city of Columbus by implementing DameWare.

Education and Certifications

Master of Science in Information Security & Assurance - Capella University

Course work included Computer Forensics and malware reverse engineering. Other courses taught how to harden the OS of a PC to protect against attacks. In classes, I also have used FTK and Encase to learn how to identify threats.

Bachelor of Science in Information Technology - University of Phoenix

OnBase Certified System Administrator

OnBase Certified WorkView Developer

Technical Proficiencies

MS Office Suite SQL MAC OS Troubleshooting Airwatch MDM

Windows Server / Desktop VMWare Active Directory Administration Hyland Config Manager

Web Design Mailbox Importer Hyland Onbase Workview Onbase Report Services

VB Scripting Onbase Workflow

Java / JavaScript

Core Competencies:

System Administration & Monitoring

● Operational Enhancement

● Web Design & Development

● Client Relationship Management

●Technical & Business Operations Analysis

●Troubleshooting & Issue Resolution

●Process Improvement & Automation

●Testing & Solution Development

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