Ryan Charles
Upper Marlboro,MD
Summary
Motivated and results-driven help desk agent with a strong foundation in information technology. Proven ability to drive efficiency, deliver successful outcomes, and collaborate within cross-functional teams. Dedicated to providing exceptional customer service and resolving technical issues promptly. Adept at troubleshooting and problem-solving, ensuring smooth operations and client satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Tier 2 Desktop Support
NIH
Bethesda, MD
03.2025 - Current
- Configured, monitored, and maintained network infrastructure using ExtremeCloudIQ, ensuring consistent connectivity and high-performance levels
- Utilized Jamf Pro to automate macOS device provisioning, reducing setup time and ensuring device compliance
- Deployed Cylance endpoint protection on computers, enhancing threat detection and preventing malicious activity across the network
- Leveraged Cisco AnyConnect VPN along with tools like Cisco Secure Firewall Management Center (FMC) and Cisco Security Analytics and Logging (SAL) to gain visibility into VPN sessions, monitor user activity, and analyze tunnel performance, improving security and troubleshooting
- Utilized Bomgar (BeyondTrust) to provide secure remote support, troubleshooting issues and resolving technical problems for end users while maintaining compliance with security protocols
- Monitored and escalated critical ServiceNow tickets to appropriate teams, minimizing downtime and ensuring high levels of customer satisfaction
- Administered user accounts and permissions, troubleshooting login issues and ensuring access control compliance using Active Directory and other tools
- Performed imaging and deployment of macOS and Windows laptops to NIH staff, including software installation, security configurations, and user-specific customizations
Deskside Support
Kyndryl @ Medstar
Washington, D.C.
03.2024 - 03.2025
- Experienced in PC imaging, including the deployment of operating systems and software configurations across multiple devices using tools like Windows Deployment Services (WDS) and Microsoft System Center Configuration Manager (SCCM)
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals in a high-pressure, healthcare environment
- Managed Active Directory tasks, including user account creation, password resets, and group policy management to maintain secure and efficient IT operations
- Installed, configured, and maintained various healthcare-specific applications and electronic medical record (EMR) systems, ensuring compliance with industry standards and regulations
- Utilized ServiceNow to prioritize and track service requests, ensuring timely resolution and user satisfaction
- Provided end-user training and support to enhance staff productivity and ensure proper use of IT resources and systems
- Assisted in inventory management and procurement of IT equipment, ensuring availability and optimal performance of devices across MedStar facilities
- Maintained compliance with HIPAA and other healthcare data privacy and security standards in all IT support activities
- Supported remote users through VPN setup and troubleshooting, ensuring seamless access to MedStar’s network resources
- Experience in administering and supporting Office 365 applications, including Exchange Online, SharePoint, Teams, and OneDrive
- Proficient in deploying, configuring, and maintaining MobileIron MDM solutions to manage and secure mobile devices, enhance user productivity, and ensure compliance with corporate security policies
Advanced Repair Agent
Geek Squad
Lanham, MD
07.2023 - 03.2024
- Provided Tier 1 and 2 support on-premise and over the phone to reveal diagnostic discoveries and make recommendations regarding software, and network security
- Enhanced customer satisfaction ratings by efficiently resolving technical, on-site and account issues
- Degaussing HDDs to ensure that sensitive customer information is erased on decommissioned hard drives to prevent information from being stolen, sold, leaked, and misused
- Troubleshoot system failures or bugs and provide solutions to restore functionality
- Complete in-depth malware removal and operating system restoration including BSOD recovery
- Identify and fix problems using advanced troubleshooting skills and construct detailed service tickets using Nova
Help Desk Technician
PGCC
Largo, MD
11.2023 - 02.2024
- Provide excellent customer service
- Troubleshoot desktop software and hardware
- Configure routers and wireless access points
- Used ServiceNow to resolve tickets.
IT Support Specialist
Target
Largo, MD
10.2022 - 10.2023
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
Education
A.S. - Information Technology
Prince George’s Community College
Largo, MD01.2026
Skills
- Customer Service
- Network Troubleshooting
- Data Analytics
- Leadership
- End User Support
- Team Management
- Ticket Etiquette
- Java
- OS Repair
- Active Directory
Certification
- COMPTIA A+ CERTIFICATION 2024
- COMPTIA NETWORK+ CERTIFICATION Expected April 2025
- COMPTIA SECURITY+ CERTIFICATION Expected April 2025
- CISCO CCNA CERTIFICATION In-Progress
Timeline
Tier 2 Desktop Support
NIH
03.2025 - Current
Deskside Support
Kyndryl @ Medstar
03.2024 - 03.2025
Help Desk Technician
PGCC
11.2023 - 02.2024
Advanced Repair Agent
Geek Squad
07.2023 - 03.2024
IT Support Specialist
Target
10.2022 - 10.2023
A.S. - Information Technology
Prince George’s Community College