CHARLES LOWE
Field Service Support
Anna,Texas
Summary
Experienced Professional: Offering extensive hands-on experience as a senior support engineer and system administrator who has competently supported everything from Windows OS to servers and major networks. Well-Rounded Engineer: Highly skilled at working with a variety of systems and tools to handle key projects, adhere to strict timelines, and consistently provide exceptional service during every level of interaction. Effective Communicator: Adept at addressing customer concerns, responding to team feedback, coordinating resolutions, and relaying complex information while simultaneously handling other essential tasks. Innovative & Analytical Thinker: Excellent track record of surpassing company expectations by developing innovative solutions to difficult problems while also conducting detailed analysis of technical network designs.
Overview
16
16
years of professional experience
Work History
System Administrator
Trowbridge FT
- Provided Tier III level support for network issues that came through the customer support center
- Developed innovative solutions and refined processes to improve service delivery
- Established network specifications and analyzed workflow, access, information, and security requirements
- Provided desktop support for the military, including Tier 1 troubleshooting in Active Directory, Microsoft 2003, printers, and laptops; also, reconnected and deployed helpdesk workstations securely in designated areas.
Field Service Technician
Southern Gazer's Wine & Spirits
Addison
07.2021 - Current
- Performed on-site installation, routine maintenance and minor repairs to systems
- Trained customers on equipment after installation
- Resolved customer complaints regarding product performance or malfunctioning equipment in a professional manner
- Installed, configured and maintained computer hardware, software and peripherals
- Troubleshot network connectivity issues for both wired and wireless connections
- Provided technical assistance to users in person, via phone or email.
Senior Field Support Engineer
Delta Solution / BB&E
01.2021 - 07.2021
- Combine superior communication and problem-solving skills while acting as primary POC for business partners
- Understand company objectives while handling incoming calls, processing emails, and handling web tickets
- Skillfully manage a fast-paced schedule while determining complex issues and making escalations as needed
- Respond proactively to concerns related to software, hardware, networks, and telecommunication systems
- Proactively install software updates, maintain workstations, and ensure the network is kept fully functional.
OSP Engineer
Trowbridge Group
01.2020 - 01.2021
- Consistently surpassed expectations by successfully completing 1000+ PMI projects according to schedules
- Leveraged exceptional time management skills while testing and assembling a wide range of components
- Maintained a dedicated and professional attitude while delivering key Confined Space process improvements
- Conducted extensive and thorough research into project requirements by utilizing strong analytical abilities.
System Administrator
Spectrum
01.2017 - 01.2019
- Conducted comprehensive inspections of network components and supported thin clients, printers, and scanners
- Implemented, developed, and tested file servers, print servers, and application servers in all departments
- Established network specifications and analyzed workflow, access, information, and security requirements
- Collaborated closely with management teams to strategize, devise, coordinate, and execute technical plans that aligned with the client's vision, mission, and objectives
- Managed the Microsoft SCCM 2012 environment, which involved creating or modifying security groups, executing application deployments (collections, advertisements, task sequences, and PowerShell scripts), overseeing patch updates, conducting troubleshooting, analyzing logs, and recommending infrastructure improvements.
System Administrator
Trowbridge FT
01.2016 - 01.2017
- Led the transition from Plain Old Telephone to Voice over IP across the entire base
- Implemented, developed, and tested installation and updates of file servers, print servers, and application servers in various departments
- Collaborated with Microsoft Exchange Server 2008, maintaining user accounts in AD, OU, creating mailboxes, distribution lists, and configuring permissions
- Analyzed SCCM log files, provided patch management support, and oversaw maintenance window operations
- Demonstrated exceptional customer service and organizational skills while efficiently managing multiple tasks, with a positive communication style, both verbally and in writing
- Offered comprehensive hardware/software support for PCs/laptops, addressing user profile issues, configuring networks, and conducting basic printer and copier troubleshooting
Technical Support Representative
Splunk, Inc.
01.2013 - 01.2016
- Conducted onboarding calls, addressed account issues, and resolved login problems for customers
- Reviewed DPL contracts, managed License Cases (including splits, mergers, violations, and blacklisted cases), and filed P4 cases as ERs
- Addressed escalations, P1 cases, and efficiently assigned cases to DSE while sorting incoming cases
- Logged into phone systems and processed license orders, saved community cases, and ensured the closure of pending review cases for clients.
SL100 Technician
Trowbridge FT
01.2012 - 01.2013
- Utilized strong customer service and organizational skills, effectively managing multiple tasks while maintaining a positive attitude in verbal and written communication
- Leveraged knowledge of Microsoft Windows platforms, office suites, trouble ticketing systems, and networking
- Demonstrated proficiency in email systems, directories, and standard Windows desktop applications
- Delivered frontline technical support to the military, specializing in Tier 1 troubleshooting encompassing active directory, Microsoft 2003, printers, and laptops
- Collaborated with Microsoft Exchange Server 2003, overseeing user accounts within AD and OU, creating mailboxes, establishing distribution lists, and configuring permissions
- Executed the relocation and deployment of helpdesk workstations, ensuring operational continuity
- Demonstrated expertise in imaging, patch management, scripting/automation, and software packaging technologies and processes, with an emphasis on System Center Configuration Manager and Orchestrator
- Possessed a robust background in Group Policy Objects (GPOs), adeptly crafting and troubleshooting, encompassing software deployment and security settings and configurations
- Displayed advanced proficiency in Microsoft Desktop operating systems, software packages, and products, including a strong grasp of Windows 7 and 10 platforms.
SL100 Technician
MTS, Inc.
01.2011 - 01.2012
- Army Base supporting the U.S
- Army Forces Central (ARCENT) Coalition Forces Land Component Command (CFLCC)
- Effectively managed the Nortel SL-100 malfunction switch, which included overseeing the intricate DSN network on the trucking side and maintaining 10K phone numbers on the line side
- Conducted analysis and documentation of call utilization and call patterns for management, proactively identifying and resolving network integrity issues, as well as troubleshooting peripheral and auxiliary equipment breakdowns
- Functioned as the on-site subject matter expert, offering valuable technical recommendations to clients on the most suitable products and features to address their specific requirements
System Administration
Collabra / AT&T
01.2008 - 01.2011
- Demonstrated advanced proficiency in Windows Server 2000/2003, NT4.0, Microsoft Active Directory, DNS, and DHCP, showcasing expertise in essential server technologies
- Collaborated as an integral member of the VoIP/Call Vantage team, contributing to the design and development of innovative features and enhancements for the Call Vantage VoIP platform
- Additionally, played a key role in shaping specifications and requirements for these advancements
- Spearheaded the creation of systems architectures and functional interface specifications
- Provided support across the entire product/project lifecycle, including the analysis of user and business requirements, conducting feasibility studies, crafting Technical Service Descriptions (TSDs)
Education
Associate of Science Microsoft -
Global Net
01.2007
Skills
- Advanced Problem Solving
- Establishing Objectives
- Time Management
- Process Improvements
- Network Troubleshooting
- System Troubleshooting
- Customer Relations
- Team Collaboration
- Business Operations
- Technical Administration
- Organization
- Attention to Detail
Timeline
Field Service Technician
Southern Gazer's Wine & Spirits
07.2021 - Current
Senior Field Support Engineer
Delta Solution / BB&E
01.2021 - 07.2021
OSP Engineer
Trowbridge Group
01.2020 - 01.2021
System Administrator
Spectrum
01.2017 - 01.2019
System Administrator
Trowbridge FT
01.2016 - 01.2017
Technical Support Representative
Splunk, Inc.
01.2013 - 01.2016
SL100 Technician
Trowbridge FT
01.2012 - 01.2013
SL100 Technician
MTS, Inc.
01.2011 - 01.2012
System Administration
Collabra / AT&T
01.2008 - 01.2011
Associate of Science Microsoft -
Global Net
System Administrator
Trowbridge FT
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