Charles Chapin
Washington
Summary
Results-driven IT Technical Support Specialist with extensive experience in delivering exceptional technical support and troubleshooting solutions. Expertise in network administration, system upgrades, and software installations has consistently led to enhanced system performance and increased user satisfaction. Recognized for the ability to translate complex technical concepts into understandable terms for non-technical users. Seeking to leverage skills in a challenging role that fosters professional growth and innovation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist (Contract)
Cirque Du Soleil
Montreal
07.2024 - Current
- Coordinated with vendors and company personnel to facilitate purchases.
- Increased system security and performance with proactive changes.
- Kept flexible schedule and resolved after-hours and weekend emergencies quickly and accurately.
- Provided technical support to end users and troubleshot network issues.
- Provided in-person and remote IT support for all company-wide locations.
- Assessed user needs and implemented appropriate solutions.
- Installed, configured and maintained server hardware and operating systems.
- Planned, tested and supported high-availability infrastructures.
- Maintained up-to-date documentation on all systems in the infrastructure environment.
- Installed security software to protect networks.
- Evaluated and monitored network performance and maintenance.
- Diagnosed problems using test equipment such as multimeters, oscilloscopes, signal generators, power supplies.
- Reviewed technical manuals and other documents related to product operation and maintenance requirements.
- Participated in training to maintain technical expertise and proficiency on applicable equipment.
- Replaced defective components or parts as needed.
- Performed troubleshooting and repair of equipment in accordance with manufacturer specifications.
- Updated and maintained databases with current information.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Configured user accounts in Active Directory and other directory services platforms.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Diagnosed hardware failures in servers, workstations, laptops, printers, scanners.
- Deployed new computers for end users by installing operating systems and applications according to company standards.
- Trained new support representatives on troubleshooting techniques and company support protocols.
Technical Support Administrator
HEICO Wire Group
Niles
01.2021 - 03.2024
- Resolved technical issues through end-user ticketing system FreshService.
- Setup infrastructure using various network components such as APs, routers, switches and servers.
- Administered Active Directory systems.
- Troubleshot and coordinated with vendors to ensure customer satisfaction.
- Managed asset and inventory (SCCM), (AD)
- Firewall management using the Meraki Dashboard.
- Utilized Microsoft Exchange Admin Center for effective user management
- Oversaw efficient functioning of MS Azure platform.
- Support for O365
- Ensured operational efficiency of various printing devices like HP Officejet Pros, ribbons, as well as both local and network-connected printers
- Handled terminal setups ensuring accurate scanner integration
- PCs, laptops, Tablets, Mobile device refresh
- Supported other locations in Houston and Oklahoma remotely
- Managed day-to-day office operations, ensuring efficient workflow and adherence to policies.
Help Desk Support (6-month Contract)
Dexter Axel
Elkhart
01.2020 - 07.2020
- Supported end users in a Microsoft Windows 10 environment and deployed new Lenovo ThinkPad workstations and MAC OS machines.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Managed inventory and supplies to ensure materials were available when needed.
- Updated and maintained databases with current information.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Residential Technician
Xfinity Comcast ISP
Mishawka
01.2017 - 01.2020
- Handled face-to-face interactions with clients for an ISP.
- Optimized site configurations for seamless operations.
- Executed setups for AP installations alongside various CPE hardware.
- Configured home modems and routers for Xfinity customers
- Utilized TDR to identify faulty cabling.
- Performed terminations on coaxial and CAT6 RJ45 cabling.
- Setup VOIP/landline phone services
Education
Business Administration
North Carolina Wesleyan
NCSkills
- Active Directory
- DNS
- DHCP configuration
- Group policy
- RDP management
- mRemote
- Windows desktop installation
- Windows troubleshooting
- Windows 10/11 administration
- Exchange Admin Center
- Microsoft 365 Management
- Meraki Firewall Management
- Endpoint management
- Router Configuration
- Firewalls configuration
- Carbon black antivirus
- SIEM
- SCCM
- Intrusion Detection Systems
- Intrusion Prevention Systems
- Microsoft O365
- MFA administration
- iOS Device Management
- Mac OS administration
- VPN creation
- Virtual PC configuration
- Server virtualization
- PC and Laptop Rebuilding
- Mobile Device Configuration
- Server rack setup
- Server configuration
- Router configuration
- Access point configuration
- Wi-Fi setup
- LAN installation
- WAN installation
- TCP/IP
- IP camera
- User account management
- Hardware diagnostics
- Vendor coordination
- Documentation management
- Wireless networking
- Help desk support
- Printer support
- Security protocols
- Operating systems
- MS office proficiency
Hardware Skills
- PC build/laptop build (from scratch, not imaged)
- Mobile Device provisioning/decommissioning
- Server rack setup
- Server configuration
- General knowledge of storage technologies such as SAN or NAS
- Router/access point configuration/Wi-Fi setup and troubleshooting
- LAN/WAN installation and troubleshooting
- Laser Printer/Inkjet/MFP scanning
- Barcode printer's configuration, setup, and troubleshooting
Affiliations
- Traveling
- Working out
- Learning (why)
- hanging with family and friends
Certification
- COMPTIA Network+
- COMPTIA Security+
Timeline
IT Technical Support Specialist (Contract)
Cirque Du Soleil
07.2024 - Current
Technical Support Administrator
HEICO Wire Group
01.2021 - 03.2024
Help Desk Support (6-month Contract)
Dexter Axel
01.2020 - 07.2020
Residential Technician
Xfinity Comcast ISP
01.2017 - 01.2020
Business Administration
North Carolina Wesleyan
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