Mannie Charles
Lithia Springs,GA
Summary
I have a unique ability to handle problems and provide excellent customer service. Due to my experience providing IT support for various industries and Helpdesk. Consistently minimizing downtime, enhancing system uptime, and finding quick solutions to complicated problems. Competent to collaborate with intermediate or expert engineers in a fast-paced, demanding environment. Multiple qualifications, as well as exceptional technical and customer service skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Administrator / Security Technology
Northside Hospital Atlanta
Atlanta, GA
03.2023 - Current
- Monitored system performance to ensure optimal availability of services
- Performed root cause analysis of application issues and identified solutions
- Responsible for quickly and effectively resolving incidents which impacts business
- Conducted training sessions for end-users on proper use of applications and software packages
- Maintained up-to-date knowledge of current industry trends related to application support
- Collaborated with other teams such as network engineering and database administration to troubleshoot complex issues
- Installed upgrades and security patches for existing applications as needed
- Assisted with developing strategies for responding to potential cyber attacks such as malware outbreaks, phishing campaigns, ransomware attacks
- Provided technical support for troubleshooting issues related to security systems and networks
IT Support Analyst
Northside Hospital
Atlanta, GA
09.2022 - 06.2023
- Documented user information, issue details and solutions on service tickets and closed tickets upon resolution
- Resolved technical issues identifying solutions and providing technical support by phone, email and desktop sharing
- Monitored and troubleshot IT infrastructure for operating issues, identifying failures and degradation
- Evaluated and adopted technological innovations and development strategies that improved build speed, quality and end-user experience
- Oversaw VPNs to deliver secure virtual network access to remote users
- Monitored system upgrades, patches and new configurations
- Worked closely with end users to solve problems related to hardware and software
Help Desk Technician
Victory Healthcare Services
Baltimore, MD
06.2020 - 09.2022
- Tested performance, functionality and security of network systems, individual workstations and peripheral devices
- Monitored payments due from clients and promptly contacted clients with past due payments
- Assisted online users via live chat, web conference and phone to resolve issues related to software and system use and access
- Microsoft 365 desktop application support (Word, Excel, PowerPoint, OneNote)
- Review as well as implement policies and procedures to provide guidance with staff and ensure consistency of the operation
- Collaborate with other engineers to find solutions while maintaining customer perspective, Including Support Engineers at different levels and technology areas
- Installation, configuration and troubleshooting support of Microsoft 365 services and features on various customer platforms within small business and enterprise level environments
- Installed software updates and vulnerability patches on servers to prevent possible threats from penetrating networks
IT Support Specialist
Douglas County Resource Alliances
Lithia Springs, GA
08.2018 - 09.2022
- Safeguarded patient privacy with strict adherence to HIPAA protocols
- Tackled troubleshooting and problem resolution to support end-user technical issues
- Monitored IT use to maintain compliance with established processes, policies and guidelines
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries
- Managed user profiles, security access and shared file structures
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel
- Receive and respond to over 50 incoming calls, pages, trouble tickets, and/or emails regarding PC and/or hardware problems
- Assign customer service inquiries to the proper client representatives
- Supported customers with online billing, access and account issues
Customer Service Representative
Star Gate Paints
Ikeja, Lagos
01.2016 - 07.2017
- Developed and maintained strong relations with customers to meet quality expectations
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
- Consulted with customers to resolve service and billing issues
- Maintained knowledge of company products and services to promptly resolve complaints and concerns
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings
Education
Bachelor of Science - Health Information Technology
Georgia State University
Atlanta, GA03.2023
Skills
- Active Directory, Cerner Central
- Network Security
- Application Configuration
- Documentation Development
- Resolving Problems and Incidents
- Microsoft Certification
- Software Evaluation
- Software/Hardware troubleshooting
- Firewalls, switches, Wireless, Voice, DHCP, TCP/IP, DNS, Routing, vmware Horizon
- Microsoft SCCM
- VMware Horizon, ITIL, Global Protect
- Experience with ServiceNow, Jira and Okta
- Cisco finesse, Cyber ARK, Cisco Jabber
- Sharepoint, Dameware, lansweeper
- Cerner, Ultipro, Citrix Director, Imprivata
- Virtualization Technologies
- Server Management
- Operating systems
- Network Administration
- Data Management
- Team Collaboration
- project management, Agile, microsoft project
- Mobile Device Management, Android, IOS devices
Certification
- ServiceNow Administration
- CCNA
References
Available upon request
Qualities
- Accountability
- Analytical Decision making
- Attention to Detail
- Adaptability
- Creative Problem Solving
- Customer Service
- Effective Communication
- Leadership
- Stress Tolerance
- Self-Management
- Teamwork
Timeline
IT Administrator / Security Technology
Northside Hospital Atlanta
03.2023 - Current
IT Support Analyst
Northside Hospital
09.2022 - 06.2023
Help Desk Technician
Victory Healthcare Services
06.2020 - 09.2022
IT Support Specialist
Douglas County Resource Alliances
08.2018 - 09.2022
Customer Service Representative
Star Gate Paints
01.2016 - 07.2017
Bachelor of Science - Health Information Technology
Georgia State University
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