Christopher McGhee
Conley,GA
Summary
Dedicated IT Support and Help Desk professional with over 5 years of experience providing Tier 1 technical support in dynamic, SLA-driven environments. Expertise in troubleshooting Windows operating systems, resolving hardware and software issues, managing user accounts, and delivering exceptional end-user support through remote tools. Proficient in utilizing platforms such as ServiceNow, Zendesk, and basic Active Directory, along with VPN troubleshooting and meticulous incident documentation. Recognized for a commitment to outstanding customer service, precision, and strict adherence to security, compliance, and escalation protocols.
Overview
4
4
years of professional experience
Work History
Security Officer
Clayton State University
07.2024 - Current
- Awarded Employee of the Year for accuracy, documentation quality, and procedural compliance.
- Enforced physical and logical access control policies aligned with institutional security standards.
- Maintained detailed incident reports supporting compliance and audit requirements.
- Followed established escalation procedures and security protocols with high accuracy.
- Collaborated with internal departments to resolve access and security-related incidents.
- Public Safety Department
- Monitored campus premises to ensure safety and security of students and staff.
- Responded promptly to emergencies, providing assistance and coordinating with local law enforcement.
- Conducted regular patrols, identifying and addressing potential security risks proactively.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled and monitored premises in company vehicle, on bicycle, and by foot.
- Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
- Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
- Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.
Technical Support Agent (Tier 1 Help Desk)
Continuum Global Solutions
09.2021 - 01.2022
- Resolved 50+ Tier 1 support tickets per day while consistently meeting or exceeding SLA targets.
- Provided remote technical support for Windows OS issues including login failures, application errors, system crashes, and connectivity problems.
- Troubleshot hardware, software, and peripheral issues using structured diagnostic methodologies.
- Assisted users with password resets, account access, VPN connectivity, and basic Active Directory administration.
- Documented incidents, root causes, and resolutions in ServiceNow and Zendesk.
- Escalated complex or unresolved issues to Tier 2 support following defined escalation procedures.
- Verizon
- Provided technical support for software and hardware issues via phone and chat.
- Diagnosed and resolved customer inquiries efficiently, enhancing user satisfaction.
- Collaborated with team members to troubleshoot complex problems effectively.
- Documented troubleshooting procedures and solutions in knowledge base for future reference.
- Educated customers on product features and usage through clear communication.
- Utilized CRM software to track customer interactions and maintain accurate records.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Enhanced communication skills through active listening techniques during customer interactions, resulting in more effective problem-solving abilities.
- Conducted remote desktop sessions to assist clients in resolving technical problems swiftly.
- Submitted service tickets for equipment maintenance requests.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
Education
User Information Security Principles: 10 Tips for a Secure Practice -
Alison
Virtual01.2026
Google Cybersecurity Professional Certificate -
Merit America
Virtual09.2025
AI for Business Professionals -
HP LIFE
Virtual08.2025
Introduction to Cybersecurity Awareness -
HP LIFE
Virtual07.2025
High School Diploma -
Jonesboro High School
Jonesboro, GA05-2019
Skills
- Windows OS Troubleshooting
- Linux (Ubuntu, Debian)
- Hardware & Peripheral Troubleshooting
- Software Installation & Configuration
- Remote Desktop & Remote Support Tools
- VPN Troubleshooting
- Active Directory (Basic)
- User Account Provisioning
- Password Resets
- Zendesk
- Incident & Service Request Management
- SLA Compliance
- DNS
- Network Connectivity Troubleshooting
- Microsoft Office
- Google Workspace
Timeline
Security Officer
Clayton State University
07.2024 - Current
Technical Support Agent (Tier 1 Help Desk)
Continuum Global Solutions
09.2021 - 01.2022
User Information Security Principles: 10 Tips for a Secure Practice -
Alison
Google Cybersecurity Professional Certificate -
Merit America
AI for Business Professionals -
HP LIFE
Introduction to Cybersecurity Awareness -
HP LIFE
High School Diploma -
Jonesboro High School