Charles Carlton
Indianapolis,IN
Summary
Highly skilled Help Desk Technician experienced with troubleshooting and resolving technical issues. Strong background in providing efficient and effective solutions to clients. Dedicated team player delivers great customer service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Technician
OneAmerica
10.2023 - Current
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Streamlined help desk processes for increased productivity and improved response times.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Improved user experience with proactive system maintenance and updates.
- Supported end-users in various applications to optimize their productivity and performance.
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
- Collaborated with cross-functional teams for seamless integration of IT services throughout the company.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Conducted regular training sessions to improve employee technical knowledge and skills.
I.T Support Specialist
H7
07.2018 - 10.2023
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Conducted workflow analysis, space design or cost comparison analysis.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Read technical manuals, conferred with users or conducted computer diagnostics to investigate and resolve problems.
- Conferred with staff, users and management to establish requirements for new systems or modifications.
- Entered commands and observed system functioning to verify correct operations and detect errors.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation.
- Maintained up-to-date knowledge of software and technical developments through reading and training.
- Utilized enterprise desktop management tools to remotely assist others and deploy software.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Managed antivirus in enterprise environment, responding to queries and assisting with installation.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Maintained positive working relationship with fellow staff and management.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
Education
High School Diploma -
Decatur Central High School
Indianapolis, IN05.2018
Skills
- Application Installations
- Help Desk Support
- Collaborative Team Player
- Service Schedule Coordination
- Resolving Problems and Incidents
- Customer Service Support
- Interpersonal Skills
- Organizational Skills
- System Performance Assessment
- Tracking and Documentation
- Defect Analysis and Resolution
- Account Administration
- Attention to Detail
- Computer Diagnostics
- Error Detection
- Verbal and Written Communication
- Microsoft Windows and Office
- System Performance Assessments
- Ticket Management
- Issue Resolution
- Remote System Analysis
- Technical Support Triage
Certification
- Google Cybersecurity
- Tools of the Trade: Linux and SQL
- Sound the Alarm: Detection and Response
- Connect and Protect: Networks and Network Security
- Foundations of Cybersecurity
- Assets, Threats, and Vulnerabilities
- Play It Safe: Manage Security Risks
- Automate Cybersecurity Tasks with Python
- AWS Cloud Technical Essentials
Timeline
Help Desk Technician
OneAmerica
10.2023 - Current
I.T Support Specialist
H7
07.2018 - 10.2023
High School Diploma -
Decatur Central High School
- Google Cybersecurity
- Tools of the Trade: Linux and SQL
- Sound the Alarm: Detection and Response
- Connect and Protect: Networks and Network Security
- Foundations of Cybersecurity
- Assets, Threats, and Vulnerabilities
- Play It Safe: Manage Security Risks
- Automate Cybersecurity Tasks with Python
- AWS Cloud Technical Essentials
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