CHARLES WARREN
Swansboro,NC
Summary
Accomplished engineer proffering extensive cloud monitoring, deployment and troubleshooting skills. Defined, built and maintained infrastructure using vendor-neutral and platform-specific tools. Organized and focused person with extraordinary leadership acumen.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Quality Manager
Subscribe Pro
Baltimore, MD
05.2022 - Current
- Managed Support Team's day-to-day operations and ticket assignments.
- Ensured quality assurance of Support Team's troubleshooting and interactions with clients through coaching and mentoring.
- Configured AWS SES for our clients by designing and implementing email communication solutions.
- Performed advanced engineering in configuration, management and deployment of AWS cloud environments.
- Navigated Elasticsearch logs to investigate API errors.
- Participated in architectural discussions to build confidence and promote customer success when developing new and migrating existing applications, software and services on AWS platform.
- Created and managed client-facing and internal technical documentation.
- Led weekly calls with client key stakeholders to address outstanding issues.
Technical Lead
OITVOIP
Miami Lakes, FL
02.2021 - 05.2022
- Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
- Worked as technical leader alongside customers and infrastructure team and contributed to business development.
- Decreased ticket load by to 60% by redesigning support processes and logistics to improve resolution time.
- Trained and mentored support engineers, teaching skills in technical support/customer service.
- Applied scripting methodologies to automate IT administrative related tasks.
- Responded promptly to user requests for permission changes, new storage and expansion questions.
- Configured and managed organization's Sharepoint environment.
- Performed first-level incident response and service resolution for cloud systems.
Cisco CIN Help Desk (CONTRACT)
Cisco
Research Triangle Park, NC
08.2020 - 02.2021
- Supported infrastructure readiness for existing programs.
- Implemented and tracked new network designs and modifications.
- Delivered exiting infrastructure replacements for lifecycle program.
- Contributed to communication and documentation improvement.
- Diagnosed and executed resolution for network and server issues over the phone for 50 customers per day.
- Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
IT Help Desk Representative
ContactUS Communications
10.2019 - 02.2021
- Managed user instances in VMware and remotely supported end-users using vSphere.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Monitored networks and network devices to resolve technical problems quickly.
- Performed on-site and remote troubleshooting of VoIP software and hardware.
- Worked with cloud architect to generate assessments and develop and implement actionable recommendations based on results and reviews.
- Administered user accounts and permissions in Azure Active Directory.
Education
Bachelor of Science - Psychology
Western Carolina University
Cullowhee, NC12.2014
Skills
- Zendesk/ServiceNow/Salesforce
- AWS
- Oracle Cloud Infrastructure
- ConnectWise
- Elasticsearch
- Active Directory
- Azure
- Postman
- Powershell
- VMWare
Certification
- AWS Cloud Practitioner
- Oracle Cloud Infrastructure
- 2022 Foundations Associate
- Google Project Management
- Google IT Support Professional
- ConnectWise Automate
- SSCA Elite SIP Certification
Timeline
Customer Support Quality Manager
Subscribe Pro
05.2022 - Current
Technical Lead
OITVOIP
02.2021 - 05.2022
Cisco CIN Help Desk (CONTRACT)
Cisco
08.2020 - 02.2021
IT Help Desk Representative
ContactUS Communications
10.2019 - 02.2021
Bachelor of Science - Psychology
Western Carolina University