Help Desk Support

CHARLES

E. COLES III

Hillside, USA *****

************@*****.***

336-***-****

Over 20 years of diverse experience in the technology industry, excelling at enhancing systems and aligning technical solutions with business objectives. Proven track record of successfully leading projects from start to finish, resulting in significant contributions to organizational growth and success. Skills

Windows OS (XP-10), Microsoft DNS, Printer Configuration, SAP, Citrix XenApp Networking (TCP/IP, DHCP, VPN), Active Directory, LDAP, LAN/WAN Customer relationship management systems

Analytical problem-solving skills

Customer relationship management

Delivery support

Schedule coordination

Work order management

Database management

Incident reporting

Technical aptitude

Critical thinker

Work history

Call Center Dispatcher FUJIFILM, Hanover Park, IL April 2023 - Current Manage high call volumes coordinating field technician dispatch for printer repair and maintenance nationwide Monitor service requests and prioritize based on urgency and customer needs Update and maintain service logs in proprietary CRM systems ensuring accurate technician assignments Troubleshoot initial customer issues and provide first-level support for device errors Collaborate with supply chain and service teams to confirm part availability and repair status Maintain KPI goals for call handling, response time, and resolution efficiency EHD IT Help Desk Support LabCorp, Burlington, NC October 2017 - Current Troubleshoot internal/external wireless, VPN, and hardware issues Support multiple databases and escalate interface problems to appropriate departments Maintain HIPAA-compliant documentation and CRM data Resolve product/service issues via phone, email, and system ticketing Team Lead / Assistant Manager Shades Of Color, Hillside, NJ January 2001 - Current Schedule events, manage inventory, and maintain customer relations Acquire new accounts and process transactions using Excel and inventory software IT Service Desk TEKsystems November 2015 - October 2017 Provided help desk support, application troubleshooting, and hardware configuration Assisted customers with VPN, login, and printer issues using Active Directory Customer Service Representative United HealthGroup, Greensboro, NC January 2012 - September 2015 Handled high-volume inbound customer support for billing, claims, and technical concerns Partnered with multiple departments to resolve complex insurance issues Ects Technical Support Agent / Help Desk NCO, Greensboro, NC August 2009 - January 2011 Supported Windows/Intel environments and resolved software and hardware issues Handled user authentication, printer troubleshooting, and ticket documentation Education

Medical Assisting Brookstone College, Greensboro, NC January 2011 Business Management New Jersey City University January 2007 High School Diploma Hillside High School, Hillside, NJ June 2003 Available upon request

References