Charles Baugh
Boca Raton,FL
Summary
As a self-motivated individual with a hands-on approach, I am focused on obtaining additional certifications that support both my current role and long-term career goals. My background includes extensive experience in advanced troubleshooting, IT customer service, Level 1 and Level 2 software support, NOC operations, Cyber security, and hardware installation. I perform at my best in an environment that provides moderate oversight while allowing room for creative expression. I find motivation in learning from my colleagues, especially those with diverse experiences and perspectives, as I believe this collaborative approach leads to optimal outcomes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
L2 Unitrends Support & TechSec DSL
Kaseya
Miami, United States
06.2023 - Current
- Company Overview: Unitrends (a Kaseya company)
- In my role as an L2 Support Engineer at Unitrends (a Kaseya company), I serve as the final escalation point, assisting customers with their data backups and restores across a wide range of technologies including VMware, HyperV, Windows, Linux, SQL, Exchange, and Oracle
- I manage a portion of the Unitrends cloud infrastructure, ensuring the seamless functionality of cloud VMs and the security of customers' data
- Additionally, as a TechSec Designated Security Liaison (DSL), I focus on ensuring robust security practices are in place, responding to incidents, and maintaining compliance
- I collaborate closely with IT and security teams, manage risks, and foster security awareness across the organization
- Whether it's identifying software defects, conducting in-depth troubleshooting, or safeguarding digital assets, I am passionate about driving technical improvements and protecting the infrastructure to deliver a reliable, secure user experience
- Unitrends (a Kaseya company)
Eagle Scout
Boy Scouts of America
06.2021 - Current
L1 Support Engineer
Kaseya
Miami, United States
10.2022 - 06.2023
- Company Overview: Unitrends (a Kaseya company)
- In my role as a support engineer at Unitrends (a Kaseya company), I assist customers with their data backups and restores, covering a wide range of technologies including VMware, Hyper-V, Windows, Linux, SQL, Exchange, and Oracle
- Additionally, I am responsible for managing a portion of the Unitrends cloud infrastructure to ensure that all cloud VMs are functioning correctly and customers' data is secure
- I work extensively with various technologies, such as VMware, Hyper-V, Nutanix, Windows OS, and particularly Linux
- Unitrends (a Kaseya company)
Service Engineer
QXC
Boca Raton, United States
03.2021 - 09.2022
- Company Overview: QXC is a network engineering firm delivering fiber-optic and fixed-wireless internet/wifi, tv, and VoIP services
- My duties at QXC have included customer support (level 1 and level 2 support calls), inventory management, Network Operation Center (NOC) provision equipment for new installs (MikroTik/Ubiquiti), and working on new installs
- QXC is a network engineering firm delivering fiber-optic and fixed-wireless internet/wifi, tv, and VoIP services
Education
Certificate/bootcamp - Cyber Security
University of Miami
Miami07.2022
High School Diploma -
Boca Raton Community High School
05.2021
Skills
- Technical Support & Help Desk
- Server & Network Administration
- Firewalls & Security protocols
- DNS & Backup Management
- Windows & Linux Systems
- SQL & Application Support
- Incident & Problem Management
- Disaster Recovery & Business Continuity
- Remote Support & Technical Documentation
- Advanced Troubleshooting
- Project Coordination & Quality Assurance
- Network configuration
- Backup and recovery
- Technical Analysis
- Debugging skills
Certification
- Sound the Alarm: Detection and Response
- Play It Safe: Manage Security Risks
- Connect and Protect: Networks and Network Security
- Tools of the Trade: Linux and SQL
- Foundations of Cybersecurity
Timeline
L2 Unitrends Support & TechSec DSL
Kaseya
06.2023 - Current
L1 Support Engineer
Kaseya
10.2022 - 06.2023
Eagle Scout
Boy Scouts of America
06.2021 - Current
Service Engineer
QXC
03.2021 - 09.2022
Certificate/bootcamp - Cyber Security
University of Miami
High School Diploma -
Boca Raton Community High School
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