Charles Pines
Sierra Vista,AZ
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
10
10
years of professional experience
1
1
Certification
Work History
Help Desk Technician Level II
Sentrillion
Sierra Vista, AZ
05.2019 - Current
- Provided technical assistance and support to multiple departments to ensure seamless integration of communications and systems upgrades.
- Create and maintain maintenance and troubleshooting records in the Nationwide Operations Resource Management system (NORMS).
- Provide telephonic technical assistance and support to end users.
- Resolved technical issues reported through email, over the phone, and ticketing systems such as NORMS and Service Now for Department of Homeland Security, ensuring that Vicon camera system remains in continuous operations for security of border operations and safety of officers.
- Maintain and update multiple inventories through NORMS and excel.
- Performed duties as shift lead, coordinated tasks to be worked by appropriate tiers ensuring seamless workflow.
- Facilitated training of new employees.
Blue Shield Representative
Tele-performance
Sierra Vista, AZ
08.2018 - 05.2019
- Operated multi line phone system
- Entered and correctly routed trouble ticket information.
- Navigated multiple database applications through queries to assist customers and resolve ongoing issues.
- Over the phone payment processing via credit card or bank account information in secure manners.
- Guided customers through basic understanding of their benefits.
Cashier Service/Food Champion
Taco Bell
Sierra Vista, AZ
06.2016 - 10.2018
- Operated Point of Sale (POS) equipment to receive payments by cash, credit cards, and automatic debits.
- Assisted and assisted in the installation of upgrades in store equipment as well as changes to product lines.
- Identified prices of goods, services, and tabulated bills using calculators, POS equipment, and optical price scanners.
- Entered changes to inventory to account for expended supplies and establish reorder priorities.
Teacher’s Assistant
Center for Academic Success
Sierra Vista, AZ
05.2016 - 07.2017
- Worked in teams to assemble daily educational project equipment such as presentation screens, projectors, and computers.
- Provided extra assistance to students with special needs and disabilities.
- Tutored and trained children individually and in small groups to assist students in assignment comprehension and to reinforce learning concepts presented by teachers.
- Discussed assigned duties with classroom teachers to coordinate instructional efforts.
- Assisted with developing and implementing lesson plans
Education
Diploma -
Center for Academic Success
Associates of Applied Science - Computer Information Systems
Cochise College
05-2026
Skills
- Active Directory
- Basic Networking
- Computer Applications
- Customer Service
- Data Entry
- Inventory
- Software Installation
- Ticket management
- User training
Certification
- CompTIA Security+ certified training 2022-05
- TestOut Security Pro Certificate 2021-12
Timeline
Help Desk Technician Level II
Sentrillion
05.2019 - Current
Blue Shield Representative
Tele-performance
08.2018 - 05.2019
Cashier Service/Food Champion
Taco Bell
06.2016 - 10.2018
Teacher’s Assistant
Center for Academic Success
05.2016 - 07.2017
Associates of Applied Science - Computer Information Systems
Cochise College
Diploma -
Center for Academic Success