Charles Wilhelm Email & Phone Number

Tucson, Az, Us

Tucson, Arizona Area

• Installation, operation, maintenance and management of DTS LAN, and various business systems implemented within the LAN , assists in developing work plans for new projects (Roll-outs, migrations to new platforms, software, hardware, etc.)• Lead in working with DCSO and S&P on migration of servers to a virtual server environment• Ensures all fixes, changes, upgrades and lessons learned are communicated, well documented and easily retrieved, responsible for the inventory and management of hardware, software, software licenses, and other IT supplies, assists Manager in completing needs assessments with clients, configuration and ordering of equipment, leads the provision of technical support to DDD, DAAS, OIG, and DTS programs• Leads the provision of technical support, training and application assistance to approximately 2800 LAN/PC users• Interaction with internal clients to resolve escalated help desk issues, trouble calls and e-mail• Assistance in the facilitation of team meetings to track and report team projects to manager, tactful communication of difficult/sensitive information to the team and customers we support, mentors those with less experience through formal and informal channels, practices leadership by example, while fostering and encouraging a team environment within the unitSupport/troubleshooting expertise in:• Desktops running MS Windows XP/Vista/7/10, Microsoft Office Suites 2010/2013, and a variety of in-house, mainframe, vendor­ supported, 3rd party, and multi-tiered applications• Monitoring and optimizing performance of the servers• Diagnosing and resolving hardware, software, operating and configuration problems, developing and publishing policies and procedures for LAN/PC usage

Tucson, Arizona Area

• Provide tier 2 Desktop Computing and file/print server support to users located throughout Southern Arizona; insure network availability to DES offices in the South Region; install, monitor, and support complex application software; troubleshoot systems and workstation problems to determine whether the problem is hardware or software related; identify and resolve problems; provide on-site and remote support; handle repair and replacement of end-user equipment; provide continued support to end user equipment; provide continuing maintenance of equipment through regularly scheduled upkeep visits; perform problem resolution and solution development; advise management of software and hardware needs/issues.

Tucson, Arizona Area

• Responsible for validation and quality control of online content and knowledge systems across multiple channels: Phone, Chat, Email and Online Self Help.• Responsible for knowledge deployment and release management. • Improved communication by creating KMWEB (kmweb.office.aol.com), a PHP/MySQL powered information portal used by the Knowledge Management Team for Release Management, Issue Tracking and Reporting.

Tucson, Arizona Area

• Lead Tech for a team of 8 Support Technicians/Specialists.• Collaborated in creating and maintaining departmental procedures documentation.• Responsible for rapidly finding and managing implementation of root-cause fix for any issues impacting inbound/outbound telephony, network connectivity and software tools used by AOL, Compuserve and Netscape Member Services consultants in 22 call centers worldwide. • Tracked and documented updates on actions taken to resolve existing problems from external and internal repair entities. • Acknowledged and responded to all server and network alarms received. • Produced daily report outlining issues which severely impacted core applications and mission critical functions for distribution to Member Services Vice President and appropriate Business Owners. • Handled time sensitive, life-threatening situations such as reported abuse, threats or suicide attempts and conferred with law enforcement agencies as appropriate.

Tucson, Arizona Area

• Responsible for rapidly finding and managing implementation of root-cause fix for any issues impacting inbound/outbound telephony, network connectivity and tools used by Member Services consultants in 22 call centers worldwide. • Tracked and documented updates on actions taken to resolve existing problems from external and internal repair entities. • Acknowledged and responded to all server and network alarms received. • Produced daily report outlining issues which severely impacted core applications and mission critical functions for distribution to Member Services Vice President and appropriate Business Owners. • Handled time sensitive, life-threatening situation such as reported abuse, threats or suicide attempts and conferring with law enforcement agencies as appropriate.

Tucson, Arizona Area

• Provided telephone-based technical support to America Online members for the DOS, Windows and Macintosh AOL client software.• Responsible for resolving Members' modem connectivity issues and client software issues within proscribed time limits, while meeting or exceeding strict quality guidelines.

Flagstaff, Arizona Area

Customer Service Representative for wholesale distribution house dealing in plumbing, electrical, HVAC and hardware supplies. Held a variety of positions including counter sales, purchasing agent, outside sales, stocking, shipping and receiving clerk, as well as lead receiving clerk managing two assistant receiving clerks. While serving as lead receiving clerk I was instrumental in the migration of the business's inventory to a computer-based system running on the AS/400 platform.

Springerville, Arizona

Customer Service Representative for a family-owned Auto Parts store. Helped the business migrate their paper-based inventory and sales systems to computer-based system running on the System/38 platform.

Springerville, Arizona Area

Engineering Assistant at the Springerville Generating Station coal-fired power plant. Worked closely with the plant engineers on several special projects, including: • Wrote a computer program to calculate compliance with EPA guidelines for smoke stack emissions and generate daily compliance reports for senior-level management. • Ported a data storage program from TRS-80 BASIC to IBM PC BASIC.• Diagnosed issues with and effected repair on the sump alarm systems.• Devised labeling system for well-field shutoff switches.• Devised and installed labeling system for freeze protection panels to cross-reference with blueprint filing system.This was a summer and holiday job that was part of a scholarship I received from Alamito.

Management For It Professionals

Completed 1-week course "Management for IT Professionals" in August 2001.

Computer Information Systems

Education record