Mannie Charles
Lithia Springs,GA
Summary
With significant project management expertise and an extensive background in IT and application support across multiple sectors, I specialize in troubleshooting, system optimization, and providing excellent customer service. I excel at working with intermediate and senior engineers, especially in high-pressure, fast-paced organizations. Using a combination of technical and interpersonal abilities, I continuously drive operational efficiency and provide meaningful results.
Overview
7
7
years of professional experience
Work History
IT Administrator / Security Technology
Northside Hospital Atlanta
Atlanta, GA
03.2023 - Current
- Monitored system performance, performed root cause analysis, and resolved issues to ensure reliable application and service availability.
- Responded to incidents, implemented security patches, and supported cybersecurity efforts against threats like malware and phishing.
- Provided end-user training and technical support to improve application usage and minimize recurring issues.
- Collaborated with network and database teams to troubleshoot complex problems and maintain system integrity.
IT Support Analyst / Tier 4
Northside Hospital
Atlanta, GA
09.2022 - 06.2023
- Monitored and troubleshot IT infrastructure, including system upgrades, patches, and configurations, to ensure stability and performance.
- Provided hands-on support to end users for hardware, software, and VPN access, ensuring secure and seamless remote connectivity.
- Evaluated and implemented new technologies and strategies to enhance system performance, build speed, and user experience.
Project Manager
Victory Healthcare Services
Baltimore, MD
06.2020 - 09.2022
- Collaborated with software engineers and cross-functional teams to improve IT infrastructure, streamline workflows, and ensure compliance with healthcare regulations.
- Designed and implemented a conceptual database model for a startup workspace, including ER diagrams, data population, and query development to support data-driven decision-making.
- Installed software updates and security patches to safeguard servers, contributed to complex technical solutions, and maintained clear communication with stakeholders throughout the project lifecycle.
Help Desk Support Specialist
Douglas County Resource Alliances
Lithia Springs, GA
08.2018 - 09.2022
- Delivered Tier 1 IT support for hardware, software, and account-related issues, resolving over 50 daily inquiries through calls, emails, tickets, and remote tools.
- Investigated and resolved technical problems, managed user profiles and security access, and routed service requests while assisting customers with billing and account concerns.
Education
Bachelor of Science - Health Informatics
Georgia State University
Atlanta, GA04-2025
Skills
- Systems & Networking: Active Directory, Network Security, TCP/IP, DNS, DHCP, Routing, Firewalls, Switches, Wireless, Voice, Server & Data Management
- IT Support & Applications: Microsoft SCCM, VMware Horizon, Citrix Director, Mobile Device Management (Android/iOS), Cerner, Ultipro, Imprivata
- Tools & Platforms: ServiceNow, Jira, Trello, Microsoft Project, SharePoint, Cisco Finesse, Cisco Jabber, CyberArk, GlobalProtect, Dameware, Lansweeper
- Methodologies & Best Practices: Agile, Waterfall, ITIL, Application Configuration, Technical Documentation
Qualities
- Adaptability
- Creative Problem Solving
- Effective Communication
- Teamwork / Leadership
- Analytical Decision making
Timeline
IT Administrator / Security Technology
Northside Hospital Atlanta
03.2023 - Current
IT Support Analyst / Tier 4
Northside Hospital
09.2022 - 06.2023
Project Manager
Victory Healthcare Services
06.2020 - 09.2022
Help Desk Support Specialist
Douglas County Resource Alliances
08.2018 - 09.2022
Bachelor of Science - Health Informatics
Georgia State University
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