Summary
Overview
Work History
Education
Skills
Certification
Thomas E. Steiner Green and White Award- For students who exceed normal academic standards
Timeline
Generic

Charles Kendrick

Milwaukee

Summary

Dynamic and results-oriented professional with extensive experience in IT and technical support, notably at Marquette University. Excelled in ticket management and user access support, enhancing IT service efficiency by 30%. Adept at leveraging hardware repair and network support skills alongside exceptional communication abilities to deliver superior customer service and team collaboration.

Friendly Help Desk Technician with 3 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Help Desk Technician

Marquette University
09.2024 - 01.2025
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Provided on-call support for critical issues related to [Software].
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Used ticketing systems to manage and process support actions and requests.
  • Installed, configured and maintained computer systems and network connections.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Managed high levels of call flow and responded to technical support needs.

Installation Technician

Creative Business Interiors
05.2022 - 09.2024
  • Evaluated equipment to determine if it needed to be repaired or replaced.
  • Maintained updated knowledge of all equipment, products, and services to properly educate customers.
  • Used hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
  • Maintained high level of safety when using hand and power equipment for hoisting, measuring, testing, and drilling of various types of installations.
  • Followed all company guidelines regarding safety procedures when out in field.
  • Liaised with internal departments to optimize productivity and efficiency.
  • Diagnosed and troubleshot system faults, identifying equipment issues and resolutions.

Cashier Team Lead

Menards
03.2022 - 08.2023
  • Helped customers complete purchases, locate items, and join reward programs.
  • Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
  • Monitored areas for security issues and safety hazards.
  • Assisted customers by answering questions and fulfilling requests.
  • Restocked and organized merchandise in front lanes.
  • Operated POS cash register and equipment to collect payments.

Stocker

Sendiks
06.2021 - 06.2022
  • Answered customer questions and provided detailed product information.
  • Greeted customers and directed to requested products.
  • Maintained effective team member communication.
  • Performed inventory control, such as counting, and stocking merchandise.
  • Unloaded, sorted and stocked merchandise according to store layout and product placement.
  • Created and enforced detailed organization processes to increase quality and service standards.
  • Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
  • Moved pallets to and from trucks and around warehouse with forklifts to stay on top of demanding schedules.
  • Maintained tidy and clean work areas to promote optimal productivity and safety standards.

Audio Technician

Life Restoration Ministries
02.2015 - 09.2020
  • Performed set-up operations and monitored audio levels from sources to support consistent quality in accordance with established industry standards and guidelines.
  • Performed site surveys to determine and design appropriate setup and audio equipment needs for various types of live events.
  • Collaborated with clients to determine project scopes and set milestones.
  • Enhanced sound quality and added various sound effects to recordings.
  • Set up soundboards, microphones, amplifiers, audio lines, monitors and speakers to satisfy production needs for live and taped programming.
  • Operated, maintained and repaired PA control, stage monitoring, amplification and instrument and vocal reinforcement to support highest overall sound quality.
  • Captured and recorded audio using standard field audio equipment.

Carpenter Apprentice

Carpentry Trainee
02.2019 - 04.2020
  • Followed established job site safety regulations and maintained safe and clean work area.
  • Gained valuable education in residential and commercial building codes.
  • Assisted with movement of materials and equipment to job sites.
  • Installed and repaired woodwork, millwork, and cabinetry under supervision of master carpenter.
  • Cut materials according to specifications in preparation for installation.
  • Completed installations of building structures, trim, flooring, and cabinetry.
  • Kept job site cleaned up properly and all debris disposed of in respective containers.
  • Worked with master carpenters to install decks for both residential and commercial customers.
  • Effectively used nails, screws, pneumatic nailing systems, concrete anchors, powder-actuated fasteners and framing connectors.
  • Calculated dimensions and amount of needed materials by accurately measuring job site and structures.

Education

Bachelor of Science - Computer Science

Marquette University
Milwaukee, WI
05-2026

High School Diploma -

Wauwatosa West High School
Wauwatosa, WI
06-2022

Skills

  • Ticket management
  • User access support
  • IT service management (ITSM) oversight
  • SOP development
  • Hardware repair
  • Network support
  • Operating systems
  • Remote support
  • Help desk software
  • Power Tools
  • Hand Tools
  • Construction
  • Customer Service
  • Team Player
  • Dependable
  • Detail Oriented
  • Communication Skills

Certification

Haas Certification

ISACA Certificate

Thomas E. Steiner Green and White Award- For students who exceed normal academic standards

This was an award I received due to my outstanding academic standing and performance. I successfully partnered with Milwaukee Tools to help patent a design for a tool, along with other partnerships through the Launch program at Wauwatosa West. This aided my progress toward achievement.

Timeline

Help Desk Technician

Marquette University
09.2024 - 01.2025

Installation Technician

Creative Business Interiors
05.2022 - 09.2024

Cashier Team Lead

Menards
03.2022 - 08.2023

Stocker

Sendiks
06.2021 - 06.2022

Carpenter Apprentice

Carpentry Trainee
02.2019 - 04.2020

Audio Technician

Life Restoration Ministries
02.2015 - 09.2020

Bachelor of Science - Computer Science

Marquette University

High School Diploma -

Wauwatosa West High School

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Charles Kendrick