CHARLES THOMAS
Uniondale,NY
Summary
IT Support Professional with extensive experience in desktop support, onboarding, and helpdesk operations across diverse sectors. Demonstrated success in resolving complex technical issues, enhancing user support, and implementing process improvements. Proficient in service desk software and adept at managing hardware deployments and asset tracking.
Overview
16
16
years of professional experience
Work History
IT Onboarding Lead
Newmark
New York, NY
2022.05 - 2025.05
- Lead IT onboarding for new hires, including provisioning accounts (AD, O365), hardware setup, and access permissions.
- Conducted first-day tech orientations, guiding new hires on internal systems, Microsoft Teams, email, and security policies to ensure smooth onboarding.
- Partner with HR and hiring managers to ensure a seamless new hire experience.
- Deploy and configure laptops, desktops, and mobile devices according to company standards.
- Maintained and updated onboarding documentation, FAQs, and support guides to enhance clarity and accessibility for new hires.
- Track and manage IT assets and coordinate timely hardware delivery.
- Support offboarding tasks, such as deactivating accounts and retrieving equipment.
- Contributed to onboarding automation and process improvement initiatives, streamlining processes to improve new hire integration.
IT Support Specialist / Desktop Support
Unibail-Rodamco-Westfield
New York, NY
2017.01 - 2022.04
- Delivered desktop support for employees at all levels, including executive leadership.
- Supported Windows/Mac environments, VPNs, printers, and Cisco VoIP systems.
- Resolved tickets and provided application support while coordinating hardware refreshes across multiple locations.
- Conducted remote support via Windows Remote Desktop and other tools.
- Facilitated new user setup, managed system access, and configured equipment for seamless onboarding.
- Documented processes and tracked ticket status in ServiceNow to ensure timely resolution.
- Collaborated with network/system administrators on cross-functional projects.
IT Support Specialist / Desktop Support
BMS Brownsville Multi-Family Health Center
Brooklyn, NY
2009.11 - 2017.06
- Provided end-to-end IT support across 9 locations for over 300 users in a healthcare environment.
- Provided 24/7 executive support for senior leadership, resolving critical hardware, software, and network issues.
- Implemented major network upgrades, increasing bandwidth and Wi-Fi coverage across key locations.
- Supported LAN/WAN infrastructure, email systems, antivirus, and network security tools.
- Administered user accounts via Novell and Active Directory.
- Managed system recovery procedures and documented over 200 monthly tickets, ensuring high uptime for users.
- Supported Electronic Health Record (EHR) systems, specifically NextGen, enhancing user access to patient data.
Education
Associate - Arts and Science
Nassau Community College
Garden City, NYSkills
- Technical support and troubleshooting
- Remote and cross-platform support
- Mobile device management
- SCCM, Intune, and Jamf
- Autopilot and Active Directory
- Office 365 and Okta
- ServiceNow, Jira, and Zendesk
- Hardware setup: laptops, desktops, mobile devices, printers
- VoIP (Cisco Call Manager) and IP phone setup
- VPN and LAN/WAN support
- Asset management and account provisioning
- User training and guides
- Knowledge bases development
- Microsoft Teams, Slack, Zoom expertise
- Windows 10/11 proficiency
- MS Office suite mastery
- Team coordination and collaboration skills
- Effective communication abilities
- Attention to detail in problem-solving
Timeline
IT Onboarding Lead
Newmark
2022.05 - 2025.05
IT Support Specialist / Desktop Support
Unibail-Rodamco-Westfield
2017.01 - 2022.04
IT Support Specialist / Desktop Support
BMS Brownsville Multi-Family Health Center
2009.11 - 2017.06
Associate - Arts and Science
Nassau Community College