Janae Charles
Brooklyn,NY
Summary
Information Technology professional with over 7 years of Level 2 desktop and service desk support experience in enterprise and public-sector environments. Expertise in installing, configuring, and maintaining Windows and macOS workstations, managing Active Directory access, and resolving incidents within service-level agreements. Demonstrated strong customer service skills while supporting large user populations in structured IT settings.
Overview
8
8
years of professional experience
Work History
Desktop Support Technician
Insight Global
New York, NY
07.2022 - Current
- Provides Level 2 onsite and remote technical support for end users in a fast-paced enterprise environment.
- Installs, configures, images, and deploys Windows and macOS desktops and laptops using SCCM and JAMF.
- Supports printers, scanners, peripherals, and workstation accessories.
- Manages user accounts, permissions, and security groups using Active Directory.
- Troubleshoots and resolves hardware, software, operating system, and connectivity issues in accordance with SLAs.
- Documents incidents, resolutions, and asset information accurately in ServiceNow.
Service Desk Technician
MetroPlus
New York, NY
04.2021 - 07.2022
- Served as first point of contact for IT support requests via phone and email.
- Provided technical support for workstation setup, software installation, password resets, and peripheral issues.
- Escalated complex issues to appropriate teams while maintaining ownership through resolution.
- Delivered professional, customer-focused support to non-technical users.
IT Support Specialist
F. Schumacher & Co.
New York, NY
06.2018 - 04.2021
- Provided desktop and application support for Windows and macOS environments.
- Performed new-hire workstation setup, system imaging, software installation, and data transfers.
- Supported printers, peripherals, and mobile devices.
- Diagnosed and resolved hardware, software, and connectivity issues.
Service Desk Analyst
Align Managed Services
New York, NY
08.2017 - 06.2018
- Provided remote IT support for multiple client environments.
- Resolved desktop, application, and basic network connectivity issues.
- Maintained accurate ticket documentation and follow-up.
Education
Bachelor - Computer Information Systems
New York City College of Technology (CUNY)
Brooklyn, NY06.2018
Skills
- Level 2 Desktop & Service Desk Support
- Windows 10 / macOS Administration
- Active Directory User & Access Management
- Workstation Imaging & Deployment (SCCM, JAMF)
- Incident & Ticket Management (ServiceNow)
- Printer, Peripheral & Hardware Support
- End-User Support & Technical Documentation
Timeline
Desktop Support Technician
Insight Global
07.2022 - Current
Service Desk Technician
MetroPlus
04.2021 - 07.2022
IT Support Specialist
F. Schumacher & Co.
06.2018 - 04.2021
Service Desk Analyst
Align Managed Services
08.2017 - 06.2018
Bachelor - Computer Information Systems
New York City College of Technology (CUNY)