Support Specialist It

Charles Brian Smith

510-***-**** *********@***.***

Castro Valley, CA,

Senior IT Support Specialist

Dedicated Senior IT Systems and Support Specialist with over 10 years of hands-on experience delivering high-quality technical support, system administration, and project coordination across diverse environments. Skilled in complex technical planning, analytical problem-solving, and the installation and maintenance of both new and existing devices and workstations. Demonstrates a proven ability to swiftly diagnose and resolve customer-reported issues, with expertise in system troubleshooting, project management, and business support in challenging technical environments. I am known for effectively interacting with diverse teams and professionals at all levels and highly proficient in software, hardware, and network troubleshooting. A detail-oriented, well-organized multitasker committed to delivering efficient and effective IT solutions.

Areas of Expertise:

Project Management Asset Management Root Cause Analysis IT Administrator

Systems Analysis Testing Quality Assurance Application Implementation Video Conferencing Mobile Device Management Laptops & Computer Hardware

MS Suite 0365 Windows 10 Service Now

EXPERIENCE

ZOOX,

Level 3 Vehicle Operator March 2025 – April 2025

Support vehicle operation and drive 4-8 hours a day with a priority on safety, conduct daily vehicle preventive maintenance checks, provide accurate written and oral feedback to engineering teams, conduct basic software operations tasks, assist with documentation and metrics, support missions through a wide variety of roles in and out of the vehicles.

Alcott Enterprises, Remote December 2021 – August 2023

Remote IT Support Specialist

Provided remote IT support for multiple clients by creating and managing Azure Active Directory, O365, and Box accounts. Demonstrated technical expertise in onboarding and offboarding users, remote software/hardware troubleshooting, and managing Business Central account setup. Developed instructional documentation and supported junior staff training, ensuring consistent quality and streamlined processes. Efficiently managed ticket queues across various locations, showcasing solid organizational and multitasking skills.

City of Berkeley, Berkeley, CA March 2020 – November 2021

Information System Support Specialist

Delivered comprehensive support for system setup and troubleshooting of desktops, laptops, and iPhones, specializing in installation and configuration of hardware, including memory and hard drives. Provided prompt and efficient technical assistance via telephone, email, and tickets, ensuring high customer satisfaction. Spearheaded user onboarding processes, including network and email account setup, enhancing IT support reliability and user experience across the organization.

San Francisco Health Plan March 2019 – November 2019

Lead Deployment Specialist

Led a successful migration of over 350 devices from Windows 7 to Windows 10, ensuring QA for configuration and deployment. Managed deployment scheduling and provided post-deployment support, maintaining high user satisfaction. Coordinated inventory tracking throughout the deployment lifecycle, consistently completing projects ahead of schedule, including a notable deployment of 70 machines within 10 days.

Charles Brian Smith **********@***.*** Page Two

Ross Stores Inc, Dublin, CA October 2018 – April 2019

Windows 10 Migration Lead Technician

Facilitated the large-scale imaging and deployment of over 2000 workstations and laptops, achieving seamless transitions for end-users. Installed, configured, and tested hardware and software, resolving technical issues efficiently. Played a critical role in data migration processes, ensuring the preservation and transfer of vital data for users during the upgrade

Southland Industries, April 2018 – September 2018

Operations Engineer

Oversaw the migration of over 350 machines from Windows 7 to Windows 10, performing QA for image and configuration. Managed the deployment lifecycle, from imaging to coordinating with end-users for timely rollouts, and ensured post-deployment support for issue resolution. Demonstrated project management skills by consistently completing deployments ahead of schedule, including a 10-day turnaround for 70 machines

Stanford HealthCare, Pleasanton, CA October 2017 – April 2018

Field Services Technician II

Executed the deployment of over 2,500 workstations and laptops as part of the Epic go-live initiative, collaborating with vendors and cross-functional teams to ensure operational success. Provided technical training for new hires and end users, contributing to knowledge-sharing and team development. Conducted network, software, and hardware troubleshooting while creating and maintaining knowledge base documentation to support ongoing technical resolutions.

EDUCATION

IBM Generative AI: Prompt Engineering

Udemy Modern Artificial Intelligence with Zero Coding

CERTIFICATIONS

Wave Technologies International A+

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