Stephen Charles
Brooklyn, NY,United States
Summary
United States Army veteran with 5 years of experience in, I excel in optimizing network performance and enhancing user satisfaction. My expertise in Active Directory management and exceptional customer service skills have driven significant improvements in IT operations. I'm known for mentoring junior staff members and developing innovative technological solutions which have increased both work efficiency and customer satisfaction, showcasing my leadership and technical prowess.
Overview
4
4
years of professional experience
Work History
Help Desk Support Specialist
United States Army
12.2023 - Current
- Reduced system downtime through proactive monitoring, troubleshooting, and maintenance of servers and network equipment.
- Evaluated software products to determine compatibility with existing systems.
- Built strong relationships with clients through excellent communication skills and empathy toward their technical challenges.
- Assisted over 40 customers in the reestablishment of cross communication connections.
Senior System Network Administrator
United States Army Europe
10.2020 - 12.2023
- Optimized system performance through regular maintenance, software upgrades, and hardware installations.
- Mentored junior team members, fostering professional growth and cultivating future leaders within the IT department.
- Developed comprehensive documentation of network architecture, procedures, and troubleshooting guides for easy reference by the IT team.
- Boosted user satisfaction rates by providing timely technical support for complex issues related to hardware, software, or connectivity problems.
- Collaborated with cross-functional teams to identify various interconnected problems and develop tailored technology solutions that improved productivity.
- Provided seamless customer service allowing for minimal disruption in workflow and created a satisfactory impression among customers.
- Managed and maintained more than 200 active user in active directory.
Education
Bachelor of Science - Computer Science
University of Maryland Global Campus
Baltimore, Maryland06.2029
Skills
- Active Directory management
- Network troubleshooting
- IT asset management
- Customer Service
- Excellent verbal communication
- Hospital Presence
- Active listening
- Active Secret Clearance
Timeline
Help Desk Support Specialist
United States Army
12.2023 - Current
Senior System Network Administrator
United States Army Europe
10.2020 - 12.2023
Bachelor of Science - Computer Science
University of Maryland Global Campus
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