Cimron Charles
Atlanta,GA
Summary
Customer-focused technical professional with amazing communication skills and experience in various technical platforms and environments. Patient and hard working with the ability to learn new systems, procedures, and applications quickly.
Overview
8
8
years of professional experience
Work History
Support and Integration Specialist
Centage Corporation
10.2021 - Current
- Meet with customers via phone or zoom to troubleshoot and resolve issues with the application
- Use Jira to escalate unique client issues and request triage with the full-stack development team members.
- Document common client issues and create Zendesk macros to assist clients more efficiently and quickly.
- Work closely with clients' finance and IT Team to establish specifications and system requirement for their data integrations with CDI via Zoom and Zendesk.
- Implemented over 100 data integration with clients' General ledger using Oracle Data Integrator, SQL, and Centage Data Integrator Application.
- Configure and edit batch scripts for client data integration automation.
- Test troubleshooting methods, devise innovative solutions, and document resolutions for inclusion in the knowledge base for support team use.
IT Specialist/System Administrator
The International Center for Transitional Justice
05.2019 - 07.2021
- Provided support for implementation, troubleshooting, and maintenance of IT systems, desktops, laptops, and servers.
- Spearhead inventory control measures to replenish and maintain IT equipment, supplies, tools, and replacement parts.
- Collaborated with vendors, contractors, and other outside parties to resolve specific technology-related issues, and acquire quotes.
- Provided remote technical assistance, and guidance on overall information technology strategy for over 200 employees locally and globally via TeamViewer, SequelNet, Email, Phone, Zoom and MS Teams.
- Provided System Administration duties with Active Directory and Microsoft Exchange servers (User account creation, Group Policy, user and computer access management).
Help Desk Technician
Institute of International Education
08.2018 - 02.2019
- Created and managed user accounts and Servers in Active Directory, Office 365, and Box.
- Set up video conference equipment in conference rooms using Lifesize and Skype for Business.
- Provided remote technical support to employees located in Colorado, California, and Texas using MSRA and Remote Assistant.
- Utilized Service now ticketing system to keep track of issues and follow up with end-users.
- Loaded software, granted permissions, and configured hardware for new employees.
L1 Technical Support Consultant
Verisk Analytics Inc.
12.2017 - 08.2018
- Provided technical support via phone, email, in person, and remote via GoToAssist.
- Utilized ServiceNow ticketing system to keep tracks of each incident.
- Preformed account maintenance in Active directory, Office 365 Exchange, IBM Security Identity Manager (ISIM), and Mainframe, to create and remove and maintain user accounts.
- Built and provided basic end-user troubleshooting and desktop support on Windows and Linux systems.
Media Support Specialist
Malden Public Schools
08.2016 - 06.2017
- Produced and edit photos, videos, and graphic content in support of the Malden Public Schools' mission.
- Maintained district social media sites through Hootsuite and post content to the district website using WordPress.
- Coordinated and create the Superintendent's monthly Newsletters involving over 20 stakeholders.
- Served as manager and oversee all external rental of the Jenkins Auditorium and operate the auditorium's MG32/14 FX Sound system, Philips Stand Lighting systems, and Projector system via Crestron during events.
Education
Bachelor of Arts - Film Studies
Boston College
Chestnut Hill, MA05.2016
Skills
- Strong interpersonal skills
- Customer service expertise
- Interactive communication skills
- Remote Assistance
- Technical Analysis and Support
- Application Support
Timeline
Support and Integration Specialist
Centage Corporation
10.2021 - Current
IT Specialist/System Administrator
The International Center for Transitional Justice
05.2019 - 07.2021
Help Desk Technician
Institute of International Education
08.2018 - 02.2019
L1 Technical Support Consultant
Verisk Analytics Inc.
12.2017 - 08.2018
Media Support Specialist
Malden Public Schools
08.2016 - 06.2017
Bachelor of Arts - Film Studies
Boston College
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