Charles Farrell

Orlando

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

years of professional experience

Certification

Work History

Help Desk Technician Tier 2

Enterfusion (MSP)

07.2024 - Current

Administered and supported complex cloud infrastructure and on-premise environments, enhancing reliability and system uptime.
Configured and maintained network devices (UniFi, Aruba, Cisco) to ensure seamless connectivity.
Delivered high-security technical support for clients in legal and compliance-heavy industries.
Maintained a technical knowledge base that improved onboarding and reduced ticket volume.
Provided advanced support and root cause analysis for complex issues across Active Directory, VPN, networking, and Microsoft 365, while assisting engineering teams with servers, firewalls, and enterprise applications.
Acted as an escalation point, enforcing security policies (MFA, Intune, endpoint protection), and collaborating with vendors and engineering on infrastructure upgrades.

IT Help Desk Technician

Legacy Vacation Resorts (Contract)

01.2024 - 07.2024

Delivered Tier 1 technical support, resolving over 15+ weekly network and endpoint incidents.
Installed, configured and maintained computer systems and network connections.
Administered backup systems and supported key IT infrastructure operations.
Contributed to infrastructure reliability through ticket triage and root cause resolution.

IT Support & Medical Scribe

House Calls MDs

06.2020 - 01.2024

Documented medical visits in EHR platforms while maintaining HIPAA compliance.
Provided IT support to clinical staff and maintained endpoint and peripheral systems.

Education

Bachelor of Science - Health Science

AdventHealth University

Orlando, FL

01-2019

Skills

Systems & Platforms: Windows Server, macOS, Linux, Active Directory, Entra ID
Networking & Security: UniFi, Aruba, Cisco, LAN/WAN, VPN, Microsoft Defender, Proofpoint
Cloud Technologies: Microsoft Azure, AWS, SharePoint, Microsoft 365

Automation Tools: Power Automate, Zapier, Airtable, PowerShell
Support & Management: Endpoint Support, Ticketing Systems, IT Documentation, Tier 2 Troubleshooting