Summary
Overview
Work History
Education
Skills
Timeline
Generic

Charity Baysinger

Union

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.


Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.

Overview

7
7
years of professional experience

Work History

IT Support Specialist

Castle Energy Group
07.2022 - Current
  • Used ticketing systems to manage and process support actions and requests.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Updated software to safeguard against security flaws.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Delivered onsite technical support for [Number] employees.
  • Answered questions and provided information to customers about new software or hardware.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Offered new customers training to reduce frustration and improve customer satisfaction.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Assisted with updating technical support best practices for use by team.
  • Configured hardware and granted system permissions to new employees.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Researched product and issue resolution tactics to address customer concerns.
  • Translated complex technical issues into digestible language for non-technical users.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured and tested new software and hardware.
  • Generated reports to track performance and analyze trends.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Offered assistance in implementing and developing training programs.
  • Developed and implemented preventive maintenance procedures.
  • Assisted in development of system security protocols.
  • Tested new software and hardware prior to deployment.

Help Desk Manager

Anderson Regional Health Systems
04.2017 - 07.2022
  • Trained and supported end-users with software, hardware, and network standards and use processes.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Managed help desk consisting of [Number] employees and conducted performance evaluations.
  • Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
  • Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Software].
  • Monitored problem management database and followed up with assigned personnel.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Used ticketing systems to manage and process support actions and requests.
  • Recruited, trained and supported help desk technicians and representatives.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Documented support interactions for future reference.
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided on-call support for critical issues related to [Software].
  • Assisted with updating technical support best practices for use by team.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Scheduled staff and delivered training materials and information.
  • Researched product and issue resolution tactics to address customer concerns.
  • Managed high levels of call flow and responded to [Type] technical support needs.
  • Identified and solved technical issues using variety of diagnostic tools and tactics.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Activated accounts for clients interested in new services.
  • Compiled and accurately entered data for each customer encounter to record in system.
  • Acted as main point of contact for over [Number] third-party applicants and handled over [Number] annual assistance calls.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Oversaw development and implementation of improvements to support and network operations.
  • Communicated regularly with customers concerning data exchange and technology integration.

Education

No Degree -

Meridian Community College
Meridian, MS

High School Diploma -

Neshoba Central High School
Philadelphia, MS
05.1996

Skills

  • Configuration Management
  • System Enhancement
  • Helpdesk Call Support
  • Cost Analysis
  • Instruction and Training
  • Technical Equipment Inspection
  • Mobile Device Management
  • Operating System Management
  • Customer Service
  • Desktop Support
  • Service Support
  • User Credential Management
  • User Support
  • Information Protection
  • Software Diagnosis
  • Software Installation
  • Technical Support
  • Application Support
  • Product Troubleshooting
  • Technical Documents Comprehension
  • Performance Testing
  • Issue Troubleshooting
  • Staff Education and Training
  • Technical Troubleshooting
  • Application Installations
  • Windows 10
  • Technical Issues Analysis
  • Account Updating
  • Customer Service Expert
  • Microsoft Outlook
  • Ticket Support System Management
  • Account Management
  • Customer Success Management
  • Complaint Resolution

Timeline

IT Support Specialist

Castle Energy Group
07.2022 - Current

Help Desk Manager

Anderson Regional Health Systems
04.2017 - 07.2022

No Degree -

Meridian Community College

High School Diploma -

Neshoba Central High School

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Charity Baysinger