Channing Ratcliff
McKinney,USA
Summary
Versatile and results-driven IT professional with extensive experience in technical support, systems administration, and end-user services across diverse industries. Proven ability to manage complex technical environments, troubleshoot critical issues, and implement efficient solutions that enhance productivity and system performance. Skilled in supporting enterprise applications, desktop infrastructure, remote access tools, and IT security protocols. Adept at collaborating with cross-functional teams, leading initiatives, and adapting to fast-paced, evolving environments. Committed to delivering exceptional support and driving continuous improvement in IT operations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Desktop Analyst II/IT Coordinator
Centauri Health Solutions
05.2025 - Current
- Facilitated effective IT support services, addressing technical issues for clients in diverse settings, including home offices and hospitals.
- Analyzed and rectified technical issues related to hardware and software, such as VPN, BYOD, and MFA, ensuring effective first-contact resolutions.
- Executed systematic management of ticket lifecycles, including documentation, tracking, follow-up, and securing customer confirmation upon closure.
- Achieved successful project delivery and process enhancements through effective leadership of IT initiatives. Cultivated junior talent by providing mentorship and support. Streamlined onboarding of new equipment and systems to improve operational efficiency.
- Achieved seamless coordination with internal IT teams and vendors to optimize project outcomes. Streamlined asset inventory management and documentation for effective license procurement.
- Coordinated after-hours and on-call support in alignment with team scheduling requirements.
Technical Support Representative II
Mckesson (Pomeroy)
11.2024 - 05.2025
- Resolved customer inquiries through effective communication via phone, email, and chat. Delivered technical assistance and troubleshooting, contributing to improved customer satisfaction. Achieved high engagement levels by managing 30-40 calls daily.
- Analyzed and troubleshot hardware, software, and connectivity challenges across diverse platforms and applications.
- Developed and implemented comprehensive walkthroughs for users, promoting a clear understanding of resolution methodologies.
- Identified and escalated complex technical challenges to senior support staff or engineering teams to enhance support efficiency.
- Recorded detailed accounts of interaction issues and resolutions in the company’s ticketing system for future reference and analysis.
- Conducted regular reviews of product updates and internal tools to ensure optimal support delivery.
- Coordinated efforts with cross-functional teams to refine service delivery processes and improve user satisfaction.
- Guided users in configuring and enrolling devices using mobile device management systems.
Production Support Analyst II
Amzur Technologies/Texas Health & Human Services
05.2024 - 11.2024
- Provided assistance to medical providers by addressing inquiries related to Texas Unified Licensure Information Portal (TULIP) system.
- Managed logging of incidents and requests in BMC Helix system, following established organizational protocols for accuracy and compliance.
- Utilized standard operating procedures to troubleshoot and resolve technical issues, ensuring timely escalation to appropriate support teams when necessary.
- Monitored ticket queues and coordinated resolution efforts to meet established service level agreements.
- Analyzed existing process documentation and suggested updates to optimize workflow and maintain uniformity.
- Coordinated efforts between program and IT support teams to address and resolve issues promptly, ensuring uninterrupted service.
- Systematically maintained detailed records of user interactions, resolutions, and escalation processes to support operational efficiency.
Senior Desktop Support Analyst/Onboarding Specialist (World Wide Technology)
Optum/Landmark Healthcare
11.2022 - 12.2023
- Provided expert desktop support and personalized service to clinicians, ensuring optimal functionality across diverse remote locations.
- Successfully onboarded groups of 30-40 new hires through effective orientation sessions, resulting in efficient setup of essential IT systems. Achieved seamless integration of laptops, email access, and system configurations through expert-led video calls.
- Delivered step-by-step instruction to new employees on navigating IT systems, encompassing Microsoft Teams, email setup, password alterations, and utilization of company-specific tools and applications.
- Delivered remote support to assist new hires in resolving login and access problems with company tools during the onboarding phase.
- Designed and executed orientation programs to effectively introduce new hires to organizational culture, essential policies, tools, and team structures.
- Engaged with IT facilities and department managers to streamline preparation of equipment access and training for all departments.
- Achieved improved onboarding outcomes by analyzing completion rates and new hire satisfaction. Enhanced time to productivity through targeted initiatives, resulting in a more effective onboarding process.
- Evaluated and updated onboarding workflows and materials to ensure effectiveness and incorporate stakeholder feedback.
- Reviewed and ensured alignment with local labor laws and company policies throughout the onboarding experience.
ISU Associate Administrator-FEMA
TTEC
10.2022 - 03.2023
- Facilitated seamless access management and provisioning across platforms including Active Directory, MS Exchange, and Office 365, resulting in improved user experience. Streamlined the creation of security groups and distribution lists, enhancing communication. Optimized management of Kerio email portal, DMZ, Zoom, shared folders, Skype, VPN access, SharePoint, and OneDrive, contributing to enhanced collaboration.
- Analyzed and evaluated industry practices concerning Active Directory, Oracle, and other systems to identify areas for improvement and optimization.
- Facilitated seamless user support across multiple applications including Oracle HRMS, Taleo, Qualtrics, Career Point, Cornerstone, Empower, TTEC University, ImageNow, Mosaic, TTECJobs.com, and CenterPoint, resulting in improved user satisfaction.
- Facilitated regression testing and UAT processes to identify defects and enhance overall product reliability.
- Oversaw the implementation of projects and initiatives focused on ISU provisioning.
- Coordinated and executed comprehensive internal training initiatives to support professional development and organizational growth.
- Streamlined administrative processes, aiding team lead in task management.
- Developed comprehensive management reports by synthesizing key performance metrics and trends.
- Responded to on-call assignments during weekends and holidays, facilitating timely coverage and support for critical operations.
- Produced compelling business PowerPoint and video presentations that effectively conveyed key messages. Enhanced audience understanding through innovative visual storytelling techniques. Achieved positive feedback from stakeholders on presentation quality.
Deskside Support Analyst
Pacific Life
Dallas, TX
11.2021 - 08.2022
- Analyzed and addressed end-user desktop application and hardware problems, facilitating accurate escalation to support groups for complex issues.
- Executed installation and configuration processes while resolving software application issues to enhance user experience.
- Analyzed and rectified connectivity challenges within Citrix, AWS, and VM systems to ensure seamless user access.
- Guided end users in utilizing Microsoft Office and MDM, ensuring effective use and resolution of basic issues with business applications.
- Managed remote support operations for a range of devices, including PCs, laptops, printers, cell phones, tablets, and their peripherals.
- Ensured timely updates of knowledge articles and meticulous documentation of processes in ServiceNow knowledge environment for improved service delivery.
- Achieved significant improvements in operational processes by addressing recurring issues. Delivered actionable insights to management, fostering a proactive approach to problem resolution.
- Resolved remote service requests efficiently, achieving timely software installations and addressing access-related issues to improve operational efficiency.
- Coordinated efforts to connect with terminated users, securing vital information for the recovery of company assets.
- Configured and monitored PC builds remotely, optimizing efficiency and connectivity throughout the process.
- Oversaw the systematic removal and decommissioning of virtual devices, ensuring compliance with organizational protocols.
Education
Bachelor of Science - Computer Engineering
University of Arkansas Grantham
Lenexa, KS07.2021
Associate of Science - Electrical and Electronics Engineering
ECPI University
Virginia Beach, VA10.2009
Skills
- Experienced in technical applications
- Skilled in navigating Windows and macOS systems
- Active Directory and Azure AD expertise
- Experience with MECM/SCCM solutions
- Experienced with TeamViewer, Bomgar, LogMeIn, and RDP
- TCP/IP and VPN management
- Collaboration / Productivity: Office 365, Google Workspace, Zoom, Teams
- IT Service / ITSM: ServiceNow, Zendesk, Jira Service Management, and Kaseya
- Applications: Oracle HRMS, Taleo, Empower, CenterPoint, Salesforce CRM
- Scripting / Tech: C/C, Python (basic), MATLAB
- Cloud / Platforms: AWS Workspaces, Google Cloud
- Other Tools: Tanium, Palo/Cloudflare, SIEM basics, IT procurement
- Core Competencies
- Desktop & End-User Support
- Remote Administration & On-Call Support
- IT Security & Access Management (MFA, VPN, BYOD)
- Ticketing, SLA Management, Incident Resolution
- Onboarding / Offboarding & User Enablement
- Asset, License, and Inventory Management
- Cross-Functional Collaboration & Stakeholder Communication
Accomplishments
- Successfully delivered high‑level IT support across multiple organizations, resolving complex hardware, software, and connectivity issues for remote and onsite users.
- Led large‑scale onboarding sessions (30–40 new hires per session), ensuring smooth setup of systems, accounts, and tools while improving onboarding workflows.
- Improved IT operations by updating documentation, recommending process enhancements, and mentoring junior team members.
- Managed ticket queues, SLAs, and escalation processes, consistently ensuring timely resolution and high customer satisfaction.
- Provided enterprise-level provisioning and access management across Active Directory, O365, VPN, SharePoint, and other critical systems.
- Supported IT projects, asset management, and vendor coordination, contributing to smoother operations and reduced downtime.
- Delivered white‑glove support to clinicians and executives, ensuring seamless technology experiences in high‑impact environments.
Certification
- Cisco Networking Academy the following certifications earned:
- CCNA Routing and Switching: Introduction to Networks
- CCNA Routing and Switching Essentials
- CCNA Routing and Switching: Scaling Network
- CCNA Routing and Switching: Connecting Networks
- ScrumMaster (CSM) Certification
- ZenDesk Customer Service Professional Certification
- Product Owner (CSPO) Certification
Timeline
Desktop Analyst II/IT Coordinator
Centauri Health Solutions
05.2025 - Current
Technical Support Representative II
Mckesson (Pomeroy)
11.2024 - 05.2025
Production Support Analyst II
Amzur Technologies/Texas Health & Human Services
05.2024 - 11.2024
Senior Desktop Support Analyst/Onboarding Specialist (World Wide Technology)
Optum/Landmark Healthcare
11.2022 - 12.2023
ISU Associate Administrator-FEMA
TTEC
10.2022 - 03.2023
Deskside Support Analyst
Pacific Life
11.2021 - 08.2022
Bachelor of Science - Computer Engineering
University of Arkansas Grantham
Associate of Science - Electrical and Electronics Engineering
ECPI University