Summary
Overview
Work History
Education
Skills
Timeline
Generic

CHARLES E. COLES III

Hillside

Summary

Over 20 years of diverse experience in the technology industry, excelling at enhancing systems and aligning technical solutions with business objectives. Proven track record of successfully leading projects from start to finish, resulting in significant contributions to organizational growth and success.

Overview

25
25
years of professional experience

Work History

Call Center Dispatcher

FUJIFILM
04.2023 - Current
  • Manage high call volumes coordinating field technician dispatch for printer repair and maintenance nationwide
  • Monitor service requests and prioritize based on urgency and customer needs
  • Update and maintain service logs in proprietary CRM systems ensuring accurate technician assignments
  • Troubleshoot initial customer issues and provide first-level support for device errors
  • Collaborate with supply chain and service teams to confirm part availability and repair status
  • Maintain KPI goals for call handling, response time, and resolution efficiency

EHD IT Help Desk Support

LabCorp
10.2017 - Current
  • Troubleshoot internal/external wireless, VPN, and hardware issues
  • Support multiple databases and escalate interface problems to appropriate departments
  • Maintain HIPAA-compliant documentation and CRM data
  • Resolve product/service issues via phone, email, and system ticketing

Team Lead / Assistant Manager

Shades Of Color
01.2001 - Current
  • Schedule events, manage inventory, and maintain customer relations
  • Acquire new accounts and process transactions using Excel and inventory software

IT Service Desk

TEKsystems
11.2015 - 10.2017
  • Provided help desk support, application troubleshooting, and hardware configuration
  • Assisted customers with VPN, login, and printer issues using Active Directory

Customer Service Representative

United HealthGroup
01.2012 - 09.2015
  • Handled high-volume inbound customer support for billing, claims, and technical concerns
  • Partnered with multiple departments to resolve complex insurance issues

Ects Technical Support Agent / Help Desk

NCO
08.2009 - 01.2011
  • Supported Windows/Intel environments and resolved software and hardware issues
  • Handled user authentication, printer troubleshooting, and ticket documentation

Education

Medical Assisting -

Brookstone College
Greensboro, NC
01.2011

Business Management - undefined

New Jersey City University
01.2007

High School Diploma - undefined

Hillside High School
Hillside, NJ
06.2003

Skills

  • Windows OS (XP-10), Microsoft DNS, Printer Configuration, SAP, Citrix XenApp
  • Networking (TCP/IP, DHCP, VPN), Active Directory, LDAP, LAN/WAN
  • Customer relationship management systems
  • Analytical problem-solving skills
  • Customer relationship management
  • Delivery support
  • Schedule coordination
  • Work order management
  • Database management
  • Incident reporting
  • Technical aptitude
  • Critical thinker

Timeline

Call Center Dispatcher

FUJIFILM
04.2023 - Current

EHD IT Help Desk Support

LabCorp
10.2017 - Current

IT Service Desk

TEKsystems
11.2015 - 10.2017

Customer Service Representative

United HealthGroup
01.2012 - 09.2015

Ects Technical Support Agent / Help Desk

NCO
08.2009 - 01.2011

Team Lead / Assistant Manager

Shades Of Color
01.2001 - Current

Business Management - undefined

New Jersey City University

High School Diploma - undefined

Hillside High School

Medical Assisting -

Brookstone College

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