Summary
Overview
Work History
Education
Skills
Certification
References
Accomplishments
Relevant Coursework, Licenses and Certifications
Timeline
Generic

Charles Davies

Broomfield,CO

Summary

Skilled Support Technician with experience in troubleshooting, system maintenance and customer support. Strengths include strong problem-solving abilities, technical knowledge, and aptitude for learning new technologies quickly. Proven track record of improving system performance and resolving complex technical issues to ensure client satisfaction.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Tier 2 Technical Support Specialist

USDA Client Experience Center
Bloomington, IN
12.2023 - Current
  • Oversaw IT needs as primary point of contact for multiple remote sites within statewide support structure.
  • Administered statewide ticketing system (Remedy) for remote assistance and break/fix assessments.
  • Managed Cisco Voss VOIP account setup and maintenance, overseeing active telecom vendor tickets.
  • Configured user accounts in Active Directory, remediating suspended accounts to ensure security compliance, and critical access.
  • Administered local site DHCP reservations for printer and server infrastructure, coordinating with vendors when necessary.
  • Coordinated network cutovers at remote sites, collaborating with the network team and ISPs for service continuity and reliability.
  • Resolved security issues by reimaging suspect computers, and ensuring compliance with security protocols, while minimizing client downtime.
  • Maintained company vehicle for emergency break/fix transportation needs at remote sites.

Tier 2 Support Technician

Ivy Tech Community College
Bloomington, IN
11.2017 - 12.2023
  • Provided statewide tier II domain account support, enhancing access controls for students and staff.
  • Classroom Support Specialist with a focus on hybrid learning environments and integrated conferencing technology.
  • Managed enterprise ticketing system (Service Now) to prioritize and respond to requests effectively.
  • Supervised part-time IT associates, delegating tasks based on skill sets and addressing technical issues.
  • Troubleshot account problems, assisting users with multifactor authentication, recovery, and lockout remediation.
  • Collaborated with users to identify and remove malware, educating them on cybersecurity best practices.
  • Conducted training on Microsoft Windows and production software to improve employee productivity.
  • Assisted users with personal devices for compliance issues and provided remote support when necessary.
  • Oversaw onboarding of new employees, training them on data security policies and access permissions.
  • Responsible for AV needs and related setup/maintenance for live events.

Tooling Technician

Metal Technologies
Bloomfield, IN
01.2016 - 11.2017
  • Calibrated industrial tooling with precision tool pre-setters to ensure compliance with safety and efficacy standards.
  • Managed a large storeroom containing thousands of components, maintaining adequate stock levels for daily operations.
  • Audited inventory records and ordered essential equipment using computerized asset tracking, minimizing operational downtime.
  • Inspected tooling for safety and efficiency, remediating issues or replacing tools as necessary.
  • Handled hazardous materials according to OSHA regulations, providing training on safety practices to colleagues.
  • Facilitated communication between line operators and engineers to troubleshoot issues and adjust tooling dynamically.

Education

Associate's degree - Network Infrastructure

Bloomington, IN, United States
Bloomington, IN, United States
08.2023

High school diploma or equivalent -

Bloomington, IN, United States
Bloomington, IN, United States
01.2004

Skills

  • Ticketing system management
  • Remote troubleshooting
  • Hardware repair
  • Account management
  • Customer service and support
  • Network administration
  • Physical network troubleshooting
  • Customer onboarding and offboarding

Certification

  • CompTIA A+ Certification - 05/2019
  • CompTIA Network+ Certification- 12/2019
  • CompTIA Security+ Certification- 06/2023

References

  • Mark, Nikolas, Supervisor, Mark.Nikolas@usda.gov, 219-707-6392, USDA-OCIO
  • Will, Fletcher, Security Specialist, Will.Fletcher@usda.gov, 812-606-8882, USDA-OCIO
  • Carol, Parkinson, Director of Library Services, cparkinson@ivytech.edu, 812-330-6079, Ivy Tech Community College
  • Travis, Vickers, Director of IT, tvickers13@ivytech.edu, 812-512-2087, Ivy Tech Community College

Accomplishments

  • Highest possible performance ratings in USDA-OCIO Performance Plan Review for 2024.
  • Recipient of Group Award for exceptional support for USDA-OCIO Statewide support team.
  • Awarded bonus for project managing and completing critical smart classroom technology project at Ivy Tech Bloomington.

Relevant Coursework, Licenses and Certifications

  • Coursework focused on network administration as well as physical infrastructure maintenance and installation.
  • Technical Certificate in Server Administration
  • Dean's list awardee
  • 3.9 Cumulative GPA
  • Relevant Coursework, Licenses and Certifications:
  • National Honor Society Member
  • National Honor Society Tutor specializing in science subjects.
  • HonorsDegree
  • 2 Years Varsity Football Club Member

Timeline

Tier 2 Technical Support Specialist

USDA Client Experience Center
12.2023 - Current

Tier 2 Support Technician

Ivy Tech Community College
11.2017 - 12.2023

Tooling Technician

Metal Technologies
01.2016 - 11.2017

Associate's degree - Network Infrastructure

Bloomington, IN, United States

High school diploma or equivalent -

Bloomington, IN, United States

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