Service Help Desk

Charles Phillips

*** ****** **** • Baltimore, Maryland 21206 • 443-***-**** • ***********@*****.***

Skills

Software: Microsoft Office 365 (Outlook, OneDrive, Word, PowerPoint, Excel, SharePoint, OneNote, Yammer, Skype), Citrix, ShareFile, Citrix Studio, Resource Management Tool, Active Directory, Ticketing Software (Director, Nutanix, Service Manager, HP Service Manager, HEAT Portal, Cisco Finesse, InContact, Service Now), Access Governance System (AGS), VMware(vSphere), XenApp, Citrix Receiver, Biscom, Citrix Workspace, Service Now

Networking: Cabling/Server room maintenance

Certification(s): Microsoft Word

Experience

Littler Baltimore, Maryland

Service Desk January 2020 - January 2024

Assisted users within the law firm complete their day to day task

Retrieved documents and emails for user’s using File Explorer backup locations and Mimecast applications

Provided excellent service during a work from home time-period

Walked users through setting up their hardware devices

Assisted with user mobile phone migration from MaaS360 to InTune application

Baltimore City Public School System Baltimore, Maryland

IT Call Center (Tier 1) October 2019 – December 2019

Assisting at least 30 users daily with excellent customer service

Answered phone calls to discuss user’s issue along with creating tickets

Completed various installations of printers and scanners

Transferred calls and ticket to appropriate teams/departments

Reset user passwords with Active Directory to allow users to continue their daily task

Exelon Corporation Baltimore, Maryland

Remote Access Operations/Help Desk July 2018 – January 2019

Organize and assign projects to employees using the resource management tool RMT resulting in assigning correct users to designated projects

Provide virtual PCs to allow users to complete work to support their daily task

Disable and delete app within Citrix and Citrix Studio to allow migration process to move smoother

Navigate through Nutanix and Director to fix and assign VPCs

Recorded monthly status reports for closing virtual PC tickets

Troubleshooting citrix profile, XenApp, windows 10 and 7 issues to guarantee use of virtual machines

Complete C drive space expansions to allow users more space on their machine

Education

Year Up / Baltimore City Community College Baltimore, Maryland

Informational Technology Training January 2018 – May 2018

Year Up is a leading one-year career development program with 250 corporate partners around the country; the program includes college-level courses, professional training, and a six-month internship

Enrolled in the Information Technology track to prepare for a Tier 1 technician or helpdesk role

Earning 18 college credits towards a Associate’s Degree in Information Technology in partnership with Baltimore City Community College

Relevant courses include: Computers and Business Management, Principles of Computer Information Systems, Intro. To Help Desk Support, Intro to Windows: DOS/Windows

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