Charles Wright Email & Phone Number

United States

- Remotely managed, configured, and updated company machines via CyberArk.- Provided front-line support to internal clients on various technical issues and problems related to hardware,software and peripherals in a Windows and Mac environment.- Utilized COM Support to observe location order information and other meta data to diagnose and resolveincidents.- Managed and escalated location incidents related to server and port information via One Support.- Completed and delivered tasks as dictated by Agile methodologies.-Assisted the front-line in-store workers with issues ranging from hardware and software to customer facing issues dealing in the hundreds of thousands of dollars.-Created many valuable knowledge base articles to increase the speed at which other support staff can solve issues.

- Troubleshot, documented, and resolved 1000's of hardware and software related ticketswith processing via ServiceNow.- Provided front-line support to internal clients on various technical issues and problemsrelated to hardware, software and peripherals in a Windows and Mac environment.- Managed user accounts and access management company wide via Active Directory.- Utilized Confluence for documentation, guides, and knowledge transfer of taskresolution.- Completed and delivered tasks as dictated by Agile methodologies.

- Provided both onsite and remote Helpdesk support to analyze and resolve end user hardwareand software problems in a Microsoft 365 environment.- Installed and updated software and hardware via TeamViewer as needed to ensure stableoperation of IT infrastructure.- Conducted on boarding of new employees by performing account setup via Active Directoryalong with end user training.- Managed, documented and updated 100's of on site and remote tickets via ServiceNow.- Utilized company documentation and other technical resources to provide solutions to technicalhardware and software related issues.- Independently resolved issues as well as escalated incidents as needed.