CHARLES ALLEN

Las Vegas, NV ***** 702-***-**** adz2kf@r.postjobfree.com

PROFESSIONAL SUMMARY

· Seeking a position within the I.T. Department.

SKILLS SUMMARY

• Hardware/Software: Perform hardware support in installing and configuring memory; hard drives, network cards, wireless WAN cards and troubleshooting and upgrading faulty equipment; identify, troubleshoot, and resolve desktop, laptop and printer related hardware, software, and network issues.

• Operating Systems: DOS, Windows 9.x/XP/Vista/Windows 7/8/10; install, configure, optimize and upgrade operating systems; sound understanding of Disk Management tools, and File Management tools; understanding of diagnostic procedures and troubleshooting techniques for Operating Systems; monitor and manage access to files and folders, file permissions, and file encryption.

• Utility Software: Norton’s, MacAfee, AVG, Symantec Ghost, Virtual PC; understanding of the use and configuration of Virus/Malware software with updates.

• Written /Verbal Communication Skills

EDUCATION

WESTERN GOVERNERS UNIVERSITY (WGU)

ASHER COLLEGE, LAS VEGAS, NEVADA

FEBRUARY 2022 - PRESENT

· AAS Degree Computer Information Graduated: July 7th, 2021

· Comp TIA A+ Computer Technician Program January 2021, 3.4 GPA, Perfect Attendance

· CompTIA Network + Certification

PROFESSIONAL EXPERIENCE

July 2023-July 2026

HCL LAS VEGAS, NV

DESKSIDE SUPPORT LEAD 06/2022-02/2023

• Managed 25 technicians across the globe to support end users onboarding.

• Setup and repaired desktops and laptops and supply break/fix support.

• Installed and removed PC software, hardware, and peripherals.

• Troubleshoot desktop hardware and software, printing and networking issues to determine, document, and resolve issues.

• Experience Microsoft Software Office Suite, Knowledge of Active Directory, Citrix, Microsoft SCCM, Service Now, Digital Care, Global Protect.

• Working closely with other department Managers to assess the growth needs and maintenance.

• Experience with Android and Apple IOS support.

• Knowledge of network cable color codes and audio/video.

• Technician where you were installing network cable or data cable (Cat 5 & Cat 6 installations and terminations).

Everise Las Vegas, NV

IT Manager 11/2021-01/2022

• Managed 30 technicians across the globe to support end users onboarding.

• Developing new network troubleshooting strategies to help reduce downtime and decrease maintenance costs. • Creating rational strategies for upgrading the company’s network software whenever a new update is available.

• Constructing and implementing plans to ensure the company’s network operates smoothly in case of a problem.

• Staying up to date with new network technology and reporting this information to the executive team each quarter.

• Working closely with other department Managers to assess the growth needs and maintenance of the company’s network.

Blackboard INC. Las Vegas, NV

IT Remote Help Desk 07/2021-10/2021

• Using your strong people skills to build a genuine connection with customers in a friendly and professional manner Listening attentively to customer needs and concerns

• Demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues. Navigating multiple applications and researching solutions with ease

• Troubleshooting medium to complex technical issues, while striving for one-call resolution.

• Providing customer support through the following channels: phone calls, chats, email, and web tickets.

• Ticketing experience with Service Now.

Asher College Sacramento, CA

PC Clinic Technician (Volunteer) 11/2019 - 06/2021

• Checked client computers in using Spiceworks ticketing system.

• Repaired computers to include troubleshooting software and hardware failures, documenting all repairs.

• I made hardware recommendations to clients and provided excellent customer support. Sutherland Las Vegas, NV

Customer Retention Specialist 10/2020-01/2021

• Communicating with customers and sales representatives.

• Analyzing customer behavior.

• Gathering information about customer complaints.

• Troubleshooting medium to complex technical issues, while striving for one-call resolution.

• Supplying customer support through the following channels: phone calls, chats, email, and web tickets.

• Ticketing experience with Service Now.

Chicago State University Chicago, IL

Deskside Support Analyst 01/2011 -12/ 2014

• Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades.

• Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule.

• Analyzing and making recommendations for hardware and software standardization.

• Creating user accounts and managing access control based on company policies.

• Experience Microsoft Software Office Suite, Knowledge of Active Directory, Banner.

Contact this candidate