CHARLES S. WHEELER
Tonawanda,NY
Summary
Diversely Skilled Technical Analyst with 23 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication.
Overview
22
22
years of professional experience
Work History
Technical Support Analyst - Solution Center Operations
Sher web
10.2015 - 06.2024
- Duties include Active Directory, remote desktop, RDP, VPN configuration, Outlook, and Virus/Malware removal
- Support for all windows environments, Microsoft Server including Microsoft Exchange
- Create detailed tickets documenting troubleshooting, and support steps taken
- Liaison working with partners across the company to resolve technical
- Worked OB Bound Ticketing System as Leader to ensure SLA was met
- Ran other Company Queues to ensure Success across Levels of Stats
- Worked in Several Ticket Systems including ConnectWise, Autotask and Remedy.
Technical Support Analyst - Solution Center Operations
EarthLink Business
02.2012 - 10.2015
- Responsibilities include: Provide phone Support for TSG, Success Ware, PAVCS and Greatbatch queues
- Duties include Active Directory, remote desktop, RDP, VPN configuration, Outlook, and Virus/Malware removal
- Support for all windows environments, Microsoft Server including Microsoft Exchange
- Create detailed tickets documenting troubleshooting, and support steps taken
- Liaison working with partners across the company to resolve technical.
Escalation Specialist -Charter Business Services
Charter Communications
06.2007 - 08.2011
- Responsibilities include: Router configurations, DNS / Web Hosting support, Multi-Port MTA (phone modems), Advanced Telephone products, RIP conversions, Field Install support, Peer Coaching to promote Teamwork and Performance, Cisco command line / Direct access to CMTS / UBR
- Managing Outage Trending and Resolution for Nationwide Network
- Liaison working with partners across the company to resolve technical and managerial issues
- Aspect reporting, trending, and forecasting of potential staffing issues.
High Speed Data Specialist Shift Lead – Charter Business
Charter Communications
11.2002 - 06.2007
- Responsibilities include: Issue resolving of internal and external customers
- Supervising, Coaching and Training of Team Members in Performance Metrics
- Creating Policy and Procedure for High Speed Internet
- Trouble Shooting CMTS Networks from Server to PC Level
- Managing Outage Trending and Resolution for Nationwide Network
- Liaison working with partners across the company to resolve technical and managerial issues.
Education
Bachelors of Applied Science Degree -
ITT Technical Institute
Louisville, KY06.2005
Skills
- Debugging
- Application support
- Application installations
- Technical issue analysis
- Incident Management
- Remote Support
- Software Installation
- Remote Technical Support
- Customer Support
- System diagnostics
City
Tonawanda
State
NY
Zip
14150
Street
82 Elmwood Park East
Timeline
Technical Support Analyst - Solution Center Operations
Sher web
10.2015 - 06.2024
Technical Support Analyst - Solution Center Operations
EarthLink Business
02.2012 - 10.2015
Escalation Specialist -Charter Business Services
Charter Communications
06.2007 - 08.2011
High Speed Data Specialist Shift Lead – Charter Business
Charter Communications
11.2002 - 06.2007
Bachelors of Applied Science Degree -
ITT Technical Institute
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