Glenn Chauffe II
Meraux,LA
Summary
Technical expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
13
13
years of professional experience
1
1
Certification
Work History
USMC Enterprise Service Desk Lead
Leidos
06.2021 - Current
- Mentored junior team members, fostering a collaborative and supportive work environment.
- Maintained up-to-date knowledge of industry trends and best practices, applying this expertise to optimize service desk performance.
- Established effective communication channels between the service desk team and other departments, fostering collaboration and information sharing.
- Standardized documentation procedures for improved consistency, accuracy, and ease of access in troubleshooting steps.
- Conducted regular performance reviews, identifying areas for improvement and providing constructive feedback to team members.
- Managed high-priority incidents, ensuring timely resolution and minimal impact on business operations.
- Provided Declassification debriefs on departing analyst.
- Maintained/ Replaced office assets and coordinated onsite repairs.
USMC Enterprise Service Desk Training Coordinator
Leidos
01.2021 - 06.2021
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Promoted a culture of continuous learning within the organization by encouraging employee engagement in training opportunities.
- Coordinated with subject matter experts to ensure training content was accurate, relevant, and up-to-date, improving course effectiveness.
Helpdesk analyst
Tier One Technologies
08.2019 - 01.2021
- Provided tier one support for the Untied States Marine Core worldwide on both classified and unclassified systems
- Services included O365 support, Marine Core web applications support, Active Directory support, Software support, Mobile Phone support, VPN support, and End User support.
Desktop support
Synaptek Corporation
05.2016 - 03.2019
- Provided onsite and remote technical assistance for the NOLA VA complex
- Responsible for VTELS/LSATS/Printers/ Laptops/PCs
- Migration from Windows 7 to Windows 10
- Installed\Troubleshoot programs such as Veterans Information Systems and Technology Architecture (VISTA), MiPacs, AccuWinPro 4, Hi-Pro, NOAH Audioscan, Panographs (2D and 3D), GSI Office Suite.
Managed Services Team Lead
Sparkhound
04.2014 - 02.2016
- Managed and trained a tier one service desk
- Monitored and coached calls for improvement
- Maintained client relations while assuring SLAs the quality of tickets and resolutions
- Responsible for reports on ticket numbers and trends in issues
- Maintained an internal knowledge base on all clients
- Responsible for after hour emergencies such as power outages, internet outages, etc
- Created documents for service desk for disaster recovery.
Managed Services Tier 1 Technician
Sparkhound
08.2013 - 04.2014
- Shared Service Desk Technician
- Supported clients at a tier 1 and 2 level
- Answered incoming calls while maintaining SLAs
- Monitored multiple client ticketing systems for incoming tickets
- Active Directory/ Microsoft Office/ Everyday use support
- Office 365 support and migration.
IT Technician
Electronic Arts
06.2012 - 06.2013
- Hands on support for 130 computers which included re-imaging, optimization, Hardware support, LAN configurations, email support, and updating
- Implementing firewalls into the network
- Maintained communications to outside support while reporting to the supervisors of all teams
- Worked under minimal supervision while handling all tasks.
Field Service Engineer
Commtech
11.2024 - Current
- Performed onsite installation, modification and maintenance of systems and equipment.
- Examined faulty equipment, interpreted reports and analyzed customer complaints to diagnose equipment malfunction.
- Established strong relationships with customers through clear communication and consistent follow-up on outstanding issues.
- Researched and implemented new technologies and equipment.
- Provided expert technical assistance during installation projects, ensuring proper setup and alignment of complex machinery components.
Education
Technical Degree - Information Technology
Baton Rouge Community College
01.2013
Skills
- Network Troubleshooting
- Remote Support
- Hardware troubleshooting
- Service Desk Operations
- ITIL Knowledge
- Coaching and Mentoring
- Time Management
- Microsoft Windows and Office
- Remote Technical Support
- Desktop support
- Troubleshooting Network Issues
- Project Coordination
Accomplishments
- On-Call Support
- Acted as first point of contact for major technical issues, including power outages and ticketing system failures.
- IT Training
- Successfully trained new team members in processes and procedures internally and externally.
- Organized client site visits for new team members
- Created training documents and schedules for new team members.
- Leadership
- Consistently transferred in a Lead position in minimal time
Clearance
- Public Trust Clearance
- Secret Clearance
Certification
- Security+ CE
Timeline
Field Service Engineer
Commtech
11.2024 - Current
USMC Enterprise Service Desk Lead
Leidos
06.2021 - Current
USMC Enterprise Service Desk Training Coordinator
Leidos
01.2021 - 06.2021
Helpdesk analyst
Tier One Technologies
08.2019 - 01.2021
Desktop support
Synaptek Corporation
05.2016 - 03.2019
Managed Services Team Lead
Sparkhound
04.2014 - 02.2016
Managed Services Tier 1 Technician
Sparkhound
08.2013 - 04.2014
IT Technician
Electronic Arts
06.2012 - 06.2013
- Security+ CE
Technical Degree - Information Technology
Baton Rouge Community College
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