Summary
Overview
Work History
Education
Skills
Certification
Timeline
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CHARLES WARREN

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
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
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
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, NC
12.2014

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

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CHARLES WARREN