Charles Roach Email & Phone Number

Frisco, Tx, Us

Frisco, Texas, United States

I Provide support to end users, ranging from senior-level executives to remote employees with diverse skill levels, covering various technical aspects of the IT industry.

Manage a team of 3 Deskside Technicians to ensure the successful attainment of SLA metricsAssist the Deskside team with the applications of basic diagnostic techniques to identify problems, investigate causes, and recommend solutionsApply a thorough knowledge of network configurations and troubleshooting skills, such as TCP/IP, WINS, DHCP, and DNS within Windows 7 & 10 OS to resolve customer workstation issuesDeploy desktop computers and peripherals, record and track assets during employment according to standards and workflow procedures.Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to ITIL Best Practice guidelinesGeneral troubleshooting of the desktop computing environment based on incidents and service requests logged via the Global Service DeskManage all hardware delivery to end users.Manage the troubleshooting of a range of technology issues: investigating, diagnosing faults, and working through to resolution.Provided customer with continual and regular updates throughout the management of their incidents and requestsManage the recycling of all expired IT equipment and technologies, ensuring correct disposal according to policy.Support the set-up of new offices, sites, or projects across the local region.Ensure the maintenance of all local equipment rooms and conference room facilities, and mitigate risks arising from audits, fire, safety, or other risk assessments.Developed, reviewed, and improved processes to maximize efficiencies within the team.Exhibit a flexible approach to working and provide coverage where necessary.Provide training and guidance to end users.Provide weekly/daily reports/time reporting and updates on current issues.Provide conference room support including when needed maintaining connections to equipment.Perform floor walks to engage with employees.Maintained sufficient equipment stock to deliver service, including maintaining appropriate records.

Managed a team of 2 that supports over 1100+ Motel 6 and Studio 6 across the US, and CanadaAm responsible for the ordering, repair, and maintenance of all front desk equipment that included, Ingenico Credit Card Readers, Monitors, Computers, Battery Backups, Central Reservation Systems, Printers, Thin Client reservation system, and Key MachinesAm responsible for all warranty issues for front desk equipmentResponsible for FedEx shipping cost as well as Budget for my departmentWorked with cross-functional teams to develop and track classic project management deliverables (schedules, status reports, resource plans, risks, and issues logs).Team is responsible for making sure all equipment has arrived from the vendor, to be imaged with Altiris, configure POS system, set up Central Reservation System, and ship to new franchise opening 2 days before the scheduled opening dayMake sure all outdated equipment is disposed of lawfully, old credit card devices are PCI compliant and destroyed properly to protect customer information from being used illegally.Manage credit card database to track where devices are located at all timesManage inventory levels of equipment that may be required for any problem that may arise at a propertyRan medium scale projectsMajor accomplishments: 566 front desk renovations and replaced 1150 credit card terminals to meet PCI compliance scope

Manage and lead various I.T. infrastructure-related projects including desktop management, network and operating system upgrades, e-mail server upgrades, unified build rollouts, and new application installations.Worked with cross-functional teams to develop and track classic project management deliverables (schedules, status reports, resource plans, risks, and issues logs)Developed/Enhanced current and new processes to improve efficiencies based on best practices.Determine project roles of team members based on project requirements and timeframesDefined skill sets (competencies) required for the project based on specifications and requirements.Determined resource requirements (including staffing, software, hardware, and facilities) based on project specifications.Led the team to prioritize signed-off project work based on analysis of strategic importance, tasks outstanding, obstacles or barriers, budgets, resources, and deadlines.Assessed the overall effectiveness, efficiency, and technical proficiency of the Technical Support SpecialistsHelp set goals for individual personal as well as myself and my teamsHelp set career paths for individuals on my team.Major Accomplishment: Encrypted all laptops and mobile devices for the entire hospital

Maintained perpetual inventory record system and recommended changes and improvements as needed.Managed the stocking, recording, and distribution of a large volume of replacement parts for a variety of Hospital equipment, such as computers, computer parts, printers, printer parts, fax machines, and fax machine parts.Provided parts to the hospital for receipt and delivery of equipment from local vendors.Provided additional stock items and removal of obsolete partsExpedited the delivery of critically needed itemsDeveloped and prepared written and oral audits, status reports, and part report analysisInventoried equipment parts, supplies, tools, and service manualsDemonstrated continuous effort to improve operations, decrease turnaround time, and streamline work processes by working cooperatively and jointly to provide quality seamless customer service.

Bachelor, Criminal Justice / Information Systems

Certificate, Active Directory