It Support Technical

Charles D. Pritchett

Senior IT Support Analyst IT Network Administrator

*******@*********.*** 205-***-**** Vestavia, AL Profile

Experienced IT professional with over 15 years in network administration, system support, and technical troubleshooting. Skilled at managing diverse IT environments, including Windows, macOS, and iOS, with expertise in hardware and software deployments. Proven ability to diagnose, resolve, and prevent network and system issues for smooth operations. Customer-focused problem-solver, excelling in both team-based and independent roles. Proficient in remote technical support, user onboarding, and managing enterprise-level infrastructure. Strong communicator, adept at simplifying technical concepts for non-technical users.

Experience

ACTIVE DIRECTORY ADMINISTRATION SERVISFIRST BANK, HOMEWOOD, AL MAY 2022 - JULY 2024

· ACTIVE DIRECTORY ADMINISTRATION: Managed user accounts, including new user setups, password resets, and deactivations, ensuring compliance with security protocols. Developed efficient workflows for onboarding and offboarding employees through the integration of Exchange Admin Center.

· HARDWARE & SOFTWARE DEPLOYMENT: Deployed and configured desktop computers, laptops, and Cisco IP 8851 and 8861 desk phones using OSDeployer and other imaging tools. Implemented standardized processes for imaging systems, streamlining new hardware deployments across the organization.

· NETWORK SUPPORT: Provided comprehensive network support for both Windows and Mac systems, focusing on operating system migrations, network troubleshooting, and hardware replacement. Resolved a variety of networking issues, including connectivity, IP conflicts, and device configuration.

· REMOTE & ONSITE SUPPORT: Delivered timely and effective technical support to employees, both remotely and onsite, addressing a wide range of hardware and software issues. Expertly handled troubleshooting of network printers, desktop computers, mobile devices, and associated peripherals.

· INVENTORY & VENDOR MANAGEMENT: Maintained hardware inventory for the bank, ensuring accurate tracking of all IT assets. Coordinated hardware orders with vendors such as Lenovo and SH, optimizing the procurement process for new devices. MOBILE IT SUPPORT SPECIALIST ALABAMA POWER COMPANY (CONTRACTOR) MAY 2019 - NOVEMBER 2021

· iPAD DEPLOYMENT & SUPPORT: Managed the setup, configuration, and ongoing support of Apple iPads for employees across multiple departments. Conducted one-on-one and group training sessions to educate users on iPad functionalities and best practices.

· INVENTORY MANAGEMENT: Assisted in the maintenance of the iPad inventory database, tracking lease renewals, spare device allocations, and software updates. Improved the overall organization of the inventory system, reducing downtime during deployments Page 2

· ONSITE TECHNICAL SUPPORT: Traveled to Alabama Power locations across the state to provide hands- on technical support for iPad setups and issue resolution. Coordinated with IT teams at various sites to ensure smooth transitions during technology upgrades. IT SUPPORT ANALYST MANAGEMENT DATA, INC., PELHAM, AL JANUARY 2018 – JANUARY 2019

· DESKTOP SUPPORT: Provided direct support to employees for resolving technical issues with computers, servers, and printers. Performed diagnostics and repair for hardware, including HP LaserJet printers and Windows-based computers.

· SERVER MAINTENANCE: Assisted in the maintenance and update of Windows servers, ensuring uptime and reliability of the internal network. Performed regular updates and patches to prevent security vulnerabilities.

· FIMMAS SOFTWARE SUPPORT: Converted software provided by programmers for end-user application using the FIMMAS software platform (APPX). Trained staff on how to use the software effectively, and provided ongoing troubleshooting for user queries. TECHNOLOGY CONSULTANT (FREELANCE) HOME-BASED FREELANCE SERVICE PROVIDER, BIRMINGHAM, AL

APRIL 2017 – JANUARY 2018

· CLIENT CONSULTATION: Provided technology consultations to individual clients and small businesses, resolving hardware and software issues, and assisting with system upgrades. Developed long-term relationships with clients by delivering customized solutions and ongoing support. ASSOCIATE TECHNOLOGY ENGINEER WARREN AVERETT TECHNOLOGY GROUP, BIRMINGHAM, AL

NOVEMBER 2016 – APRIL 2017

· REMOTE IT SUPPORT: Utilized remote access tools like NCentral, GoToAssist, and LogMeIn to troubleshoot client servers, desktops, and networks. Resolved complex technical issues related to software configurations, network connectivity, and security protocols.

· CLIENT ENGAGEMENT: Collaborated closely with clients to understand their specific IT needs and provided tailored solutions to enhance their business operations. Ensured that network infrastructure, desktop environments, and hardware assets were optimally configured and maintained. CORPORATE IT SUPPORT ANALYST REGIONS BANK, BIRMINGHAM, AL DECEMBER 2014 – JANUARY 2016

· NETWORK MONITORING: Utilized SolarWinds Orion and DynaTrace Gomez SaaS to monitor the corporate network, troubleshoot performance issues, and verify website functionality. Developed scripts to automate routine checks and ensure consistent uptime for critical applications.

· PATCH MANAGEMENT: Managed monthly patch deployments for corporate websites and other network assets, ensuring systems were secure and up-to-date with the latest software releases.

· NETWORK CONFIGURATION: Assisted with changing IP addresses, configuring network devices, and optimizing the bank's IT infrastructure to support growth and reliability. Education

JEFFERSON STATE COMMUNITY COLLEGE - Birmingham, AL - Area of Study: General Studies & Computer Science, 1995

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PELHAM HIGH SCHOOL - Pelham, AL - Graduated 1991

Skills & Abilities

Active Directory Administration

· Network Troubleshooting

· Windows and macOS Support

· Hardware and Software Deployment

· Remote Technical Support

· System Imaging and Configuration

· Cisco IP Phone Setup

· SolarWinds Orion

· DynaTrace Gomez SaaS

· LAN/WAN Administration

· TCP/IP, Routers, Switches

· Microsoft Office 365/Azure/Intra

· iOS Device Support

· Client-Facing Support

· Hardware Inventory Management

· CompTIA A+ Certified

· Toshiba TAT Certified (Laptops)

· IBM Certified (Laptops)

· DELL Certified (Desktops & Laptops)

· Printer Repair and Troubleshooting

Activities and Interests

Hiking, travel, guitar, music, and spending quality time with family.

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