About

Hello! I am C. Harrison. IT Administrator, Graphic Designer and Photographer.

Seeking to further my IT career by growing with a progressive team. As a detailed Information Technology professional with more than eight years of experience in the field I am driven, self-motivated and effective at completing tasks with minimal supervision.

Professional Skills
Anticipates Needs
97%
Time Management
99%
Decision Making
99%
Verbal/Written Comm.
99%
Maintain Focus
99%
Organization
99%
Work Experience

March 2022 - May 2023

Arcxis
End User Computing Specialist

  • Define, prioritize, and resolve support requests and projects in an organized, efficient and expedited fashion
  • Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups
  • Microsoft Active Directory clean up\support
  • Exchange O365 account administration\troubleshooting
  • Exchange calendar, shared folder permissions and, delegation
  • Exchange Server Enterprise: account folder archives\creations, troubleshoot PST issues, create new accounts
  • Could\AD\Exchange account administration (modify and manage user accounts and group permission’s)
  • Migrations – Mailboxes, Public Folders, User Profiles
  • Microsoft Azure administration – adds moves and changes
  • Troubleshoot all Microsoft products including – Microsoft Active Directory, Exchange, OneDrive, MS Teams, OWA, Office Suite
  • RSA Secure ID Mobile Management
  • VPN troubleshooting
  • RingCentral troubleshooting
  • Identify inefficiencies with current processes and create alternatives
  • Create and maintain configuration documentation, as well as system and operations runbooks
  • Utilize the existing MDM environment (Meraki System Manager) to provision, deploy, manage and support corporatewide mobile devices
  • Maintain and update ticket problem management system Freshdesk
  • Provide advance troubleshooting and application problem solving related to the use of mobile device applications
  • Provide support to internal users in a traditional help desk environment, including provisioning new equipment, operating systems, applications, and peripherals
  • Act as primary technical support for all end user systems, both cloud and on-prem
  • Confirm up time, stability, and performance of all end user hardware

  • October 2017 - December 2021

    Insite360
    End User Computing Specialist (Tier 3)

  • Provide support services for global employees
  • Work with other IT resources to coordinate research and resolution of complex issues escalated from Tier 1 Tier 2 support team members
  • Support and provide training to Tier 1 and Tier 2 support teams to improve overall level of support
  • Oversee onboarding process
  • Enforce software and hardware standards defined by Global IT Management on all end user equipment
  • Procure hardware and software as required to support endpoint computing business needs
  • Install, configure and manage virtual infrastructure and virtual center
  • Create and manage resource pools and adding VM’s into resource pools
  • Manage VMs through web access
  • Track and Manage Daily KPI Data related to end user computing
  • Serve as point of contact and facilitate resolution for management team when ticket resolution time is not meeting business needs
  • Oversee all IS360 tickets via ServiceNow
  • Developed helpdesk ITIL based incident management, and IT asset management as well as long term strategic planning, implementation and administration of new and existing tool designed to align department policies and procedures
  • Site admin for Desktop Central
  • Site admin for Active Directory accounts as well as Active Roles
  • Site admin for Carbonite
  • Site admin for data encryption
  • Mac OS SME
  • Assist with the development of end-user training materials and classes
  • Provide support involving Microsoft’s core business applications

  • November 2016 - October 2017

    ST Genetics
    Support Technician

  • Provided friendly IT support relating to technical issues involving Microsoft’s core business applications and operating systems for over 500 users
  • Provided administration supports for MS Office, Exchange and Active Directory
  • Performed troubleshooting, repair, and maintenance of computer systems, hardware, peripherals, and telephone systems
  • Managed base level IT support to consumer clients
  • Maintained composure and patience in face of difficult customer situations
  • Handled the shipping of computers from vendors to data center
  • Assisted customers in solving technical problems
  • Entered and monitored inquiries utilizing Remedy tracking system
  • Installed, configured and managed client workstations, server and network equipment
  • Performed inventory and maintenance of all devices

  • November 2016 –December 2016 (short-term temp project)

    EagleBurgmann Industries LP
    Contracted Service Support Technician

  • Provided exceptional customer service while carrying out daily IT-related duties
  • Displayed strong judgment in prioritizing workload based on needs of the business and end-users, and escalated issues as appropriate to more experienced IT staff members
  • Managed and created Active Directory accounts, network shares, and printing services
  • Configured, imaged, deployed, and integrated new equipment into the environment
  • Troubleshoot problems with computer systems, including troubleshooting hardware and software.
  • Documented and track issues via a ticketing system
  • Configured and installed CAT5e /CAT6 cabling working with racks, patch panels cable trays, knowledge of pulling cables and termination, testing splicing
  • Provided hardware and software optimization support and new Del server installations

  • June 2014 – August 2016

    NSC Global
    CSS IT Support Senior

  • Installed, upgraded, supported and troubleshoot XP, Windows 7/8/10 and Microsoft Office, Apple, Mac, iPhones, iPads, and any other authorized desktop applications
  • Installed, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
  • Performed general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
  • Customized desktop hardware to meet user specifications and site standards
  • Performed work in compliance within specified warranty requirements
  • Returned defective equipment/parts to maintenance inventory, documented customer repairs, maintained and restocked assigned parts inventory to insure proper spare parts levels
  • Safely packaged equipment for branches and arrange for the transport of the equipment
  • Was responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network
  • Used Active Directory to unlock end users accounts, change password and add / removed workstations
  • Developed trends by monitoring and analyzing incoming calls, problems and support requests
  • Performed data encryption using TrueCrypt, and BitLocker

  • August 2012 - June 2014

    United States Federal Court
    Automation Support Specialist

  • Provided information and assistance to court staff via the IT helpdesk. Troubleshoot and provided guidance on technical program problems which can be completed over the telephone.
  • Provided information and assistance to users on applications such as word processing and data entry.
  • Provided support to all court staff.
  • Appointed as a technical expert in solving more complex system problems.
  • Provided in-person troubleshooting assistance with non-routine or more complicated issues which cannot be resolved via the telephone.
  • Provided information and support to users in regard to applications and hardware; diagnosing and fixing hardware and software problems.
  • Customized programs to resolve and address local needs.
  • Prepared and maintain documentation on local programs, creating user cheat sheets or forms as applicable.
  • Assisted with the development of end-user training materials and classes; provide ad hoc training as required.
  • Create user accounts and maintain associated documentation.
  • Advised managers and users on types of specific information that can be readily extracted from existing files.
  • Developed procedures and standards for data entry to ensure validity of the data.
  • Performed automated tasks, including installing, troubleshooting, repairing and configuring hardware and software.
  • Tested and evaluate new hardware, new software and operating systems prior to installation on workstations.
  • Provided day-to-day systems backups and verified the validity of data; configuration and support of mobile devices

  • Education

    Learn Quest

    Achieved
    Apple Authorized Training

    Certificate of Achievement

    Certificate:

  • Mac OS Support Essentials 11 (Big Sur)

  • St. Petersburg College

    Graduated
    Bachelors of Applied Science

    Technology Management

    Certificates:

  • CCNA Exploration: Network Fundamentals
  • CCNA Exploration: Routing Protocols and Concepts
  • CCNA Exploration: LAN Switching and Wireless
  • CCNA Exploration: Accessing the WAN
  • DCSE: Alienware, Chromebook, Desktops, Notebooks, Printers, Servers, Ruggedized

  • Contact Me

    Email

    mail@charrison.info