NOC Engineer and IT Support Specialist

Charity McFadden

San Antonio, TX Remote Capable

n *******.************@*****.*** n 210-***-****

n linkedin.com/in/charity-m-9aa589170

Professional Summary

Analytical and dedicated NOC Engineer and IT Support Specialist with hands-on experience in network monitoring, troubleshooting, and systems support across enterprise and telecommunications environments. Skilled in AWS, Eclipse, Provision/Provision Plus, SiteBoss, Eltek, and INUe. Currently pursuing a Bachelor’s in Cybersecurity at Texas A&M; University and CompTIA Network+ certification. Proven success in Tier 2 technical support, network diagnostics, and endpoint management, with a focus on maintaining uptime, security, and service continuity. Core Competencies

Network Operations & Monitoring (NOC) AWS Cloud & System Integration Mac & Windows OS Troubleshooting Mac & Windows OS Troubleshooting TCP/IP, DNS, DHCP, LAN/WAN Firewalls, VPN, Endpoint Security Eclipse, Provision & Provision Plus, SiteBoss, Eltek, INUe

TCP/IP, DNS, DHCP, LAN/WAN

Ticketing & Incident Resolution CRM & ITSM Systems (Salesforce, SAP, Genesys) Professional Experience

Aviat Networks — San Antonio, TX

NOC Engineer Jan 2025 – Present

1 Monitor, troubleshoot, and maintain network performance for enterprise and telecom clients across multiple sites. 2 Use Eclipse, Provision, Provision Plus, SiteBoss, Eltek, and INUe for remote diagnostics, configuration, and system updates.

3 Collaborate with field engineers to resolve service interruptions and perform network provisioning. 4 Support AWS-based systems integration and secure network access control. 5 Document incidents and service restorations in accordance with SLA requirements. GUSTO — Remote

Seasonal Customer Support Specialist Jun 2024 – Dec 2024 1 Delivered real-time support during peak HR/payroll seasons, reducing ticket resolution time by 30%. 2 Logged and tracked cases in Salesforce, ensuring accurate workflow and SLA compliance. 3 Applied secure data practices while supporting customer onboarding processes. 4 Provided Tier 2 troubleshooting for Windows and Mac client issues, including connectivity, system configuration, and access errors.

ADDISON GROUP (QTC) — San Antonio, TX

Customer Service Specialist Jan 2024 – Jun 2024

1 Coordinated secure scheduling for 1,000+ veteran medical evaluations in compliance with VA protocols. 2 Improved claim and data accuracy by 20% using Kronos and UKG systems. 3 Enhanced secure documentation and data management workflows. MILLENNIUM / HEALTHY IO — San Antonio, TX

Customer Service Specialist (Dual Role) Jun 2022 – Dec 2023 1 Managed client onboarding and order systems (SAP), ensuring HIPAA and cybersecurity compliance. 2 Conducted Tier 2 troubleshooting for mobile diagnostic apps and endpoint devices (Mac & Windows). 3 Analyzed system usage trends to optimize workflows. MAXIMUS — Austin, TX

Customer Service Specialist Feb 2021 – Oct 2022

1 Provided Tier 2 technical support for Medicaid systems, resolving access issues and network security concerns. 2 Protected sensitive client data using cybersecurity best practices. 3 Ensured compliance with federal and state IT protocols. APPLEONE (Austin 311) — Austin, TX

Customer Service Representative Aug 2020 – Apr 2021 1 Supported citywide communication systems, routing cases securely across multiple departments. 2 Maintained accurate system documentation and logs. Education

Texas A&M; University — College Station, TX

Pursuing Bachelor’s in Cybersecurity

Certifications

1 CompTIA Security+ (Active)

2 CompTIA Network+ (Currently Studying)

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