CHARLES ALLEN
Las Vegas,NV
Summary
Solution-focused IT project manager with 2+ years of experience in leading large-scale technology projects from design through implementation. Instrumental in dissecting complex problems, devising iterative processes, and leading end-to-end change management.
Overview
13
13
years of professional experience
Work History
HELP DESK ANALYST
IT AVALON
2023.10 - Current
- Providing technical support on basic software and hardware issues
- Assisting with the installation of various systems and software
- Keeping detailed records of specific issues, they were asked to assist with
- Communicating with senior analysts and other IT professionals regarding more complex issues
- Staying up to date with industry developments.
DESKSIDE SUPPORT LEAD
HCL
2022.06 - 2023.02
- Managed 25 technicians across the globe to support end users onboarding
- Setup and repaired desktops and laptops and supply break/fix support
- Installed and removed PC software, hardware, and peripherals
- Troubleshoot desktop hardware and software, printing and networking issues to determine, document, and resolve issues
- Experience Microsoft Software Office Suite, Knowledge of Active Directory, Citrix, Microsoft SCCM, Service Now, Digital Care, Global Protect
- Working closely with other department Managers to assess the growth needs and maintenance
- Experience with Android and Apple IOS support
- Knowledge of network cable color codes and audio/video
- Technician where you were installing network cable or data cable (Cat 5 & Cat 6 installations and terminations).
IT Manager
Everise
2021.11 - 2022.01
- Managed 30 technicians across the globe to support end users onboarding
- Developing new network troubleshooting strategies to help reduce downtime and decrease maintenance costs
- Creating rational strategies for upgrading the company's network software whenever a new update is available
- Constructing and implementing plans to ensure the company's network operates smoothly in case of a problem
- Staying up to date with new network technology and reporting this information to the executive team each quarter
- Working closely with other department Managers to assess the growth needs and maintenance of the company's network.
IT Remote Help Desk
Blackboard INC.
2021.07 - 2021.10
- Using strong people skills to build a genuine connection with customers in a friendly and professional manner
- Listening attentively to customer needs and concerns
- Demonstrating empathy while maximizing opportunity to resolve product, service, and technical issues
- Navigating multiple applications and researching solutions with ease
- Troubleshooting medium to complex technical issues, while striving for one-call resolution
- Providing customer support through the following channels: phone calls, chats, email, and web tickets
- Ticketing experience with Service Now.
PC Clinic Technician (Volunteer)
Asher College
2019.11 - 2021.06
- Checked client computers in using Spiceworks ticketing system
- Repaired computers to include troubleshooting software and hardware failures, documenting all repairs
- Made hardware recommendations to clients and provided excellent customer support.
Customer Retention Specialist
Sutherland
2020.10 - 2021.01
- Communicating with customers and sales representatives
- Analyzing customer behavior
- Gathering information about customer complaints
- Troubleshooting medium to complex technical issues, while striving for one-call resolution
- Supplying customer support through the following channels: phone calls, chats, email, and web tickets
- Ticketing experience with Service Now.
Deskside Support Analyst
Chicago State University
2011.01 - 2014.12
- Maintaining an inventory of installed software, managing software licensing, and creating policies and procedures for upgrades
- Working with hardware and software vendors to verify timely product delivery and ensuring that new equipment is installed and ready to operate on schedule
- Analyzing and making recommendations for hardware and software standardization
- Creating user accounts and managing access control based on company policies
- Experience Microsoft Software Office Suite, Knowledge of Active Directory, Banner.
Education
Bachelor of Science - Network Operations And Security
WESTERN GOVERNERS UNIVERSITY (WGU)
05.2025
Associate of Applied Science - Computer And Information Sciences
ASHER COLLEGE
LAS VEGAS, NEVADA05.2021
CompTIA Network + Certification -
CompTIA
LAS VEGAS, NEVADASkills
- Hardware/Software: Perform hardware support in installing and configuring memory; hard drives, network cards, wireless WAN cards and troubleshooting and upgrading faulty equipment; identify, troubleshoot, and resolve desktop, laptop and printer related hardware, software, and network issues.
- Operating Systems: DOS, Windows 9.x/XP/Vista/Windows 7/8/10; install, configure, optimize and upgrade operating systems; sound understanding of Disk Management tools, and File Management tools; understanding of diagnostic procedures and troubleshooting techniques for Operating Systems; monitor and manage access to files and folders, file permissions, and file encryption.
- Utility Software: Norton's, MacAfee, AVG, Symantec Ghost, Virtual PC; understanding of the use and configuration of Virus/Malware software with updates.
- Written /Verbal Communication Skills
- Computer Diagnostics
- User Training
- LAN/WAN
- Remote Support Management
Timeline
HELP DESK ANALYST
IT AVALON
2023.10 - Current
DESKSIDE SUPPORT LEAD
HCL
2022.06 - 2023.02
IT Manager
Everise
2021.11 - 2022.01
IT Remote Help Desk
Blackboard INC.
2021.07 - 2021.10
Customer Retention Specialist
Sutherland
2020.10 - 2021.01
PC Clinic Technician (Volunteer)
Asher College
2019.11 - 2021.06
Deskside Support Analyst
Chicago State University
2011.01 - 2014.12
Bachelor of Science - Network Operations And Security
WESTERN GOVERNERS UNIVERSITY (WGU)
Associate of Applied Science - Computer And Information Sciences
ASHER COLLEGE
CompTIA Network + Certification -
CompTIA
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