Charles Roberts
Columbus,GA
Summary
User-oriented IT Specialist with expertise in system administration, web design, and solution development. Proven ability to enhance business and technical operations through in-depth requirements analysis and process automation. Diverse background in hardware and software support, technical troubleshooting, and client issue resolution for achievement of company goals and customer satisfaction. Business development professional highly skilled in cross-functional collaboration and creative problem-solving.
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
24
24
years of professional experience
1
1
Certification
Work History
CSR
Connexus Resource Group
12.2024 - Current
- Take calls and/or make calls to enroll eligible members into a food assistance program.
CSR
Circle K
03.2024 - 07.2024
- Ran cash register to assist customers with purchases, cleaned up store, restocked store as needed.
IT Technician II
Hyundai AutoEver America
11.2023 - 03.2024
- Maintained Endpoint devices related to the manufacturing process. Printed reports as needed and delivered to the production line.
Customer Care Specialist I
AFLAC
Columbus, Georgia
02.2022 - 11.2023
- Facilitates the handling of 150+ customers inquiries a week via phone while maintaining an average call handling efficiency score of 97% while utilizing empathy, defined listening skills and product knowledge to accurately respond to policy-holder requests and inquiries.
OnBase Developer
State of Arizona
Phoenix, Arizona
08.2021 - 12.2021
- Successfully oversaw administration of OnBase, maintaining current releases for optimal performance. Developed OnBase solutions for diverse areas and assisted users in troubleshooting and resolving any issues and improving inter-departmental collaboration.
- Key Achievements:
- Modified Workflows
- Improved Processes
- Teaching the team some tricks as well as learning new tricks from them.
Help Desk Specialist
The Intersect Group
05.2021 - 08.2021
- Working as 1st level support for restaurants and POS Systems, troubleshooting issues and assisting where needed.
- Key Achievements:
- Working as 1st level support, helped streamline processes.
IT Specialist
S&K Logistics
11.2020 - 02.2021
- Working as 3rd level support for desktop services. Reimaging machines, troubleshooting issues, and installing software.
Systems Operator
Walmart LaGrange, GA
LaGrange, GA
05.2020 - 11.2020
- Run mainframe jobs to ensure reporting and production labels for distribution centers. Troubleshooting equipment.
IT Technician (Contractor)
AFLAC
04.2019 - 04.2020
- Working as 3rd level support for desktop services. Reimaging machines, troubleshooting issues, issuing VMs to Users, and installing software.
Operations Analyst Lead
TSYS
Columbus, GA
11.2013 - 01.2019
- Initially hired as Web Product Analyst I and promoted to progressively responsible positions. Successfully oversaw administration of OnBase, maintaining current releases for optimal performance. Developed OnBase solutions for diverse areas and assisted users in troubleshooting and resolving any issues. Created WorkView applications, enabling information tracking and improving inter-departmental collaboration.
- Key Achievements:
- Designed and implemented HR records management solution for enhanced process efficiency and data organization
- Earned OnBase Systems Administrator Certification and OnBase WorkView Developer Certification
- Gained experience in upgrading OnBase to the new version (v12 to v16).
Web Product Analyst I/II
TSYS
Columbus, GA
06.2007 - 11.2013
- Ensured client connectivity through timely submission of access control lists (ACLs) to TSYS networks. Assisted clients with connection setup and correct utilization of E-View and Web Services. Tested vendor software releases for reliability and administered internal DDS software application (DMS). Researched and recommended innovative solutions for productivity optimization.
- Key Achievements:
- Aided in automation of FedEx CD shipping, greatly reducing manual labor and improving efficiency of workflow.
- Learned Adobe ColdFusion Fundamentals, simplifying data-driven web site and application development process.
- Worked with Information Security on Web Vulnerability scans and how to remediate them.
Web Developer / Sr IT Support Analyst
Columbus Consolidated Government
08.2001 - 06.2007
- Expertly maintained departmental websites and information and assisted users with issues and questions. Provided hardware and software support and converted City Council Meetings to online format. Regularly updated mainframe systems and information systems and performed batch processing for various programmers.
- Key Achievements:
- Significantly improved PC technical processes in alignment with business needs.
- Implemented first remote help desk solution used by the city of Columbus by implementing DameWare.
Education
Master of Science - Information Security & Assurance
Capella University
Bachelor of Science - Information Technology
University of Phoenix
Skills
- Skilled in using MS Office tools
- Data manipulation with SQL
- Mac OS diagnostic skills
- Mobile device management expertise
- Windows operating systems proficiency
- VMware administration
- Active Directory user and group management
- Hyland configuration management
- Responsive web design
- Mailbox data integration
- Proficient in OnBase Workview
- Experience with OnBase report services
- VBScript development
- OnBase workflow management
- JavaScript development
- Call center experience
- Customer focus
- Complaint handling
- CRM software
Certification
- OnBase Certified System Administrator
- OnBase Certified WorkView Developer
Timeline
CSR
Connexus Resource Group
12.2024 - Current
CSR
Circle K
03.2024 - 07.2024
IT Technician II
Hyundai AutoEver America
11.2023 - 03.2024
Customer Care Specialist I
AFLAC
02.2022 - 11.2023
OnBase Developer
State of Arizona
08.2021 - 12.2021
Help Desk Specialist
The Intersect Group
05.2021 - 08.2021
IT Specialist
S&K Logistics
11.2020 - 02.2021
Systems Operator
Walmart LaGrange, GA
05.2020 - 11.2020
IT Technician (Contractor)
AFLAC
04.2019 - 04.2020
Operations Analyst Lead
TSYS
11.2013 - 01.2019
Web Product Analyst I/II
TSYS
06.2007 - 11.2013
Web Developer / Sr IT Support Analyst
Columbus Consolidated Government
08.2001 - 06.2007
Bachelor of Science - Information Technology
University of Phoenix
Master of Science - Information Security & Assurance
Capella University