Charles Grant
Lake Havasu City,AZ
Summary
Skilled Network Engineer with experience in managing routers, switches, and cabling within fast-paced environments. Expertise in analysis and troubleshooting of network infrastructures leads to effective solutions for diverse technical issues. Committed to enforcing security policies while ensuring clear communication of network status to users and management.
Overview
27
27
years of professional experience
Work History
Senior IT Technician
Arizona Livescan
10.2024 - 04.2025
- Deployed and configured a Synology RS1221 NAS with RAID 6, ensuring high availability and data redundancy, while implementing automated offsite private cloud backups with secure encryption, role-based access controls, and scheduled backup policies for enhanced data protection.
- Maintained Ubiquiti networking infrastructure, including Dream Machine, managed switches, wireless access points, and security cameras, optimizing network performance and ensuring robust connectivity and surveillance coverage.
- Supported Allworx VoIP phone systems through user provisioning, troubleshooting call quality issues, configuring extensions, and ensuring system reliability for uninterrupted communication.
- Implemented and configured the Genuity Helpdesk ticketing system, streamlining IT support workflows, improving issue tracking, and enhancing response time and accountability across the organization.
- Led the migration of approximately 100 workstations to Windows 11, including system compatibility assessments, data backup, OS deployment, and post-migration support to ensure a smooth transition with minimal user disruption.
- Configured various computer peripherals, including printers, ID readers, fingerprint scanners, mice, keyboards, signature pads, and monitors, verifying compatibility and optimizing hardware performance within IT infrastructure.
Contractor / Service Desk Analyst
Discount Tire
07.2023 - 10.2024
- Diagnose and troubleshoot hardware and software issues, providing prompt and effective solutions while adhering to established service level agreements (SLAs).
- Handled incoming calls and emails from end-users, providing exceptional customer service and effective communication.
- Documented all interactions and issue resolutions in ServiceNow, ensuring comprehensive and accurate support.
- Served as Point of Sales Support Specialist, leveraging expertise in AS400 back-end systems to facilitate seamless operations in the retail environment. Managed a variety of tasks, including troubleshooting technical issues and optimizing POS systems.
IT Field Technician
NaphCare, Inc.
Phoenix, AZ
09.2022 - 06.2023
- Led statewide transition of AZ DOC healthcare network to NaphCare, managing project execution and temporary contractors. Imaged all computers, joined them to NaphCare domain, and integrated network devices like printers, scanners, and telehealth units to ensure seamless operation. Prepared for transition by deploying laptops designed for offline use, enabling data synchronization with SQL database upon network connection.
- Executed technical and end-user support operations across 10 distinct sites within the Arizona prison system, as well as the regional corporate office in downtown Phoenix.
- Collaborated with Department of Corrections IT department to implement various technical solutions within the prison system.
- Utilized Active Directory and remote monitoring software to administer and maintain device and account management. Additionally, I have used PowerShell to automate small tasks and make it more time efficient.
- Image computers and connect SQL databases to our EHR software.
- AZ DOC Cabling Project: Worked on modernizing the internet infrastructure within the Arizona prison system. Added data drops within medical facilities by running CAT 6 cables through the walls and ceilings. Connected cables and installed patch panels in the data closet. Terminated ends of CAT 6 cables and tested the connectivity of the Ethernet connection with a network tester.
- Coordinated communication and collaboration with external vendors, including Ricoh and Amwell, to streamline support processes.
System LAN Administrator
Department of Corrections
Phoenix, AZ
03.2020 - 09.2022
- Establishes and maintains network users, user environment, directories and security.
- Managed and maintained Windows Server 2012 environments, including active directory administration, configuring and troubleshooting servers to ensure performance, security, and reliability.
- Set up, troubleshoot, and repair Window Laptop, desktop towers and Android devices.
- Assisted end-users in resolving computer-related issues and facilitating access to network resources.
- Monitored ticketing system to ensure timely resolution of issues and requests while documenting daily data communications, problems, and actions taken.
IT Support
Terralogic Inc
Phoenix, AZ
09.2019 - 12.2019
- Resolved Helpdesk support tickets using ServiceNow for efficient ticket management and tracking of incidents.
- Interfaced with internal departments such as IT Support Services team to troubleshoot issues quickly and accurately.
- Collaborated with other departments such as IT Support, Networking, and Database Administration to resolve complex technical issues.
- Streamlined acquisition of reporting requirements and specifications to disseminate across multiple business lines and IT support teams.
Network Technician
Western Mutual Insurance
Irvine, CA
03.2013 - 04.2019
- Configure and Maintain Juniper SRX Firewalls, Cisco switches and routers, and Extreme core switches.
- Provided day-to-day support of network voice and data devices and circuits.
- Supported 40 SOHO users by installing and troubleshooting computer applications, network devices, and VOIP phones.
- Provided administration and support of Cisco Call Manager, Unity and Contact Center, Cisco Unified Workforce Optimization Quality Management, Syn-Apps call replay.
- Created, maintained, and verified backup jobs using Symantec Backup Exec software to ensure data protection.
- Answered and resolved Helpdesk customer support tickets. Utilizing the Helpdesk ticketing system for ticket management and tracking of support incidents.
- Create and Deploy software packages and patches using PDQ deploy.
- Managed deployment and purchasing of Dell laptops and desktops, improving user access to essential technology.
- Developed and implemented OS deployment server using Linux/FOG/PXE booting, streamlining image creation and upload processes.
System Administrator\Telecom Support
Salem Communications
Camarillo, CA
10.2005 - 01.2013
- Delivered technical support to 1500+ users across 40 remote sites, troubleshooting Operating System issues, network connectivity, TCP/IP configuration, and malware concerns.
- Administered network infrastructure including Microsoft Server 2003/2008, Active Directory, VPN, Citrix, Exchange 2003, and Postini spam filter to maintain operational stability.
- Provided Cisco Call Manager support for VOIP systems across multiple sites.
- Coordinated deployment of Windows 7 workstations at multiple US locations to ensure seamless user access.
IT Consultant
Tekspertise
Thousand Oaks, CA
06.2005 - 10.2005
- Analyzed client requirements to develop tailored IT solutions for diverse businesses.
- Collaborated with teams to implement effective technology strategies and processes.
- Provided technical guidance and support, ensuring high customer service standards.
- Managed software installations and troubleshooting for various client systems.
- Installed, repaired, upgraded, maintained PCs and networks to ensure optimal performance.
DSL Tech Support Specialist
Verizon Business Technical Support
Thousand Oaks, CA
12.2003 - 03.2005
- Handled incoming customer calls, delivering advanced support and troubleshooting for dial-up and DSL connectivity and email services.
- Resolved customer inquiries using ticketing and troubleshooting software.
- Provided technical assistance for business communication systems and services.
- Collaborated with engineering teams to enhance product usability and performance.
Information Specialist
US Marine Corps
Camp Pendleton
10.1998 - 10.2002
- Optimized and troubleshot local area and wide area networks, including MS Exchange, DNS, WINS, DHCP, and application software, ensuring seamless connectivity.
- Configured and maintained switches, routers, and bridges, contributing to reliable network performance and minimizing downtime.
- Trained users to install, configure, and manage information systems and network services, enhancing user competence and system utilization.
- Planning and executing the integration of multiple information systems in on-land-based and shipboard environments.
Education
Associate in science - Computer Network Systems Engineering
Moorpark College
05.2015
Network Proficiency Award -
Moorpark College
Moorpark, CA05.2015
Microsoft Certified Training Center-Cisco Academy CVAE - A+ NET+ MCSA
Thousand Oaks, CA08.2003
Marine Corps, Communication and Electronics Training -
Camp Pendleton, CA05.1999
High School Diploma -
Thousand Oaks High School
01.1998
Skills
- VoIP Systems Management
- Unified Communications
- Cisco CUCM
- Cisco Unity
- Cisco UCCX
- Network Security Solutions
- Endpoint Security Solutions
- Data Protection Solutions
- Server Virtualization
- VMware ESXI 65
- Citrix
- Windows Server 2016
- Windows Server 2012 R2
- Windows 10
- Windows 11
- Windows 7
- Active Directory
- Exchange
- Office 365
- IT Service Management
- IT Service Delivery
- IT Service Automation
- Network Infrastructure
- Network Performance Monitoring
- Network Connectivity Solutions
- Network Switch Management
- Routing Protocols
- Wireless Networking
- Access Point Configuration
- Cisco Meraki
- High-Performance Switching
- High-Performance Workstations
- Mobile Computing Solutions
- Structured Cabling
- Surveillance Systems
- Web Application Security
- Linux
- IT Service Automation
- IT Service Delivery
Accomplishments
Navy and Marine Corps Achievement Medal
Timeline
Senior IT Technician
Arizona Livescan
10.2024 - 04.2025
Contractor / Service Desk Analyst
Discount Tire
07.2023 - 10.2024
IT Field Technician
NaphCare, Inc.
09.2022 - 06.2023
System LAN Administrator
Department of Corrections
03.2020 - 09.2022
IT Support
Terralogic Inc
09.2019 - 12.2019
Network Technician
Western Mutual Insurance
03.2013 - 04.2019
System Administrator\Telecom Support
Salem Communications
10.2005 - 01.2013
IT Consultant
Tekspertise
06.2005 - 10.2005
DSL Tech Support Specialist
Verizon Business Technical Support
12.2003 - 03.2005
Information Specialist
US Marine Corps
10.1998 - 10.2002
Associate in science - Computer Network Systems Engineering
Moorpark College
Network Proficiency Award -
Moorpark College
Microsoft Certified Training Center-Cisco Academy CVAE - A+ NET+ MCSA
Marine Corps, Communication and Electronics Training -
High School Diploma -
Thousand Oaks High School