Charles Gibbs Email & Phone Number

Columbia, South Carolina, United States

•Diagnose and troubleshoot customer-reported technical issues related technology and software applications.•Serve as the first point of contact for customer technical inquiries, providing prompt and professional assistance.•Collaborate with customers to identify and understand the nature of their technical problems face to face or remotely.•Utilize remote access tools, phone, email, and chat to guide customers through technical problem-solving processes and provide feedback.•Provide B2B Tier 1 and 2 support while, resolving complex technical issues that require in-depth knowledge.•Document all customer interactions, including issue details and resolution steps, in the system of records.•Develop and maintain a deep understanding of client’s technology and software products.•Clearly and effectively communicate technical information to both technical and non-technical customer to ensure timely issue resolution and customer expectations.•Install WIFI Access points, Infrastructure management, provide technical support on servers and workstations, troubleshooting, desktop support, and help desk support.

United States

•Resolved and tracked troubleshooting tickets and assisted customers with basic operating instructions on PCs and laptops. •Provided technical support and optimal customer service for all Westinghouse, including hardware and software installation, troubleshooting, diagnostics, and remote repair.•Imaged computer and laptops and updated records in the system of records.•Ensured desktops/laptops support and performed printer repairs.•Provided support to our clients and terminated fiber and copper network cables.

United States

•Provided technical support for the Point-of-Sale systems and peripherals. Replaced hardware elements of POS system.

United States

•Provided technical support and customer service for all Providence Hospital facilities, including hardware and software installation.•Monitored software, maintained applications, and delegated customer support calls per department specifications. Helped troubleshoot errors and provide solutions to end-users. Updated systems with the latest hardware and software as needed.•Resolved and tracked troubleshooting problem tickets and assisted in the overall maintenance of Providence Hospital information technology (IT) infrastructure.

Columbia, South Carolina, United States

•Provided technical support and optimal customer service for all Prisma Health campuses, including hardware and software installation, troubleshooting, diagnostics, and remote repair.•Monitored Big Brother software, maintained Prisma Health applications, and delegated customer support calls per department specifications.•Resolved and tracked trouble tickets and assisted customers with basic operating instructions on PCs and laptops. •Documented outages performed hard reboots and password resets and recorded/documented any changes to servers and tapes.•Escalated customer support requests to higher-level IT support specialists as necessary and provided details for effective resolution.• Used advanced troubleshooting skills to solve issues at point of call, including problems with MS Outlook, Citrix, iPhones, iPads, and Android phones and tablets.

United States

•Provided technical support and optimal customer service for all Prisma Health campuses, including hardware and software installation, troubleshooting, diagnostics, and remote repair.•Monitored Big Brother software, maintained Prisma Health applications, and delegated customer support calls per department specifications.•Resolved and tracked trouble tickets and assisted customers with basic operating instructions on PCs and laptops. •Documented outages performed hard reboots and password resets and recorded/documented any changes to servers and tapes.•Escalated customer support requests to higher-level IT support specialists as necessary and provided details for effective resolution.

United States

•Lead team of 10 technicians in radiology department while ensuring compliance with HIPAA laws and all facility regulations•Managed internal and external image storage and retrieval using the PACS database.•Researched, retrieved, and prepared images and reports for physician conferences and quality assurance projects.•Provided radiology reports, call reports, and/or critical results to appropriate health care provider. •Tracked, updated, delegated, and escalated customer support calls to Tier II analysts when unable to resolve technical issues of electronic documents.

Columbia, South Carolina Area

•Actively resolved routine to moderately complex technical needs of customers by managing problems and suggesting solutions•Performed troubleshooting of equipment issues and restored service by analyzing symptoms and using documented processes•Handled customer requests and provided guidance in resolution of application, hardware, and software problems.•Determined business impact of requests and escalated to higher-level professionals when necessary.•Maintained knowledge and call tracking databases to enhance quality of problem resolution.•Monitored various systems to catch problems before they became outages and to ensure the health and availability of systems, servers, and networks.•Analyzed data to gain a better understanding of business impact and conducted a gap analysis to respond to and align with customer business needs.

Bachelor Of Science, Business Administration

Education record

Associate Of Applied Science, Network Systems Administration