Matt Charles Email & Phone Number

New York, New York, United States

● Respond to Zendesk tickets via phone, web portal, email, and slack chat in order to troubleshoot user issues quickly to avoid any user downtime ● Remote into users laptops using TeamViewer in order to support and install software for users so that they can complete their daily responsibilities ● Onboard new hires by detailing and explaining the company`s software/environment in order to have comfortable successful start with company● Offboard users by disabling Office 365/Exchange to ensure user is not a security threat upon departure from company● Manage OKTA and assisting users with MFA set-up in order to secure company and user`s information ● Assist users with setting up OneDrive in order to backup valuable data to the cloud● Collaborate with team in order to resolve complicated issues● Actively listens to and builds rapport with end users to elicit problem details

Greater New York City Area

● Resolved technical issues onsite by troubleshooting PC desktops, MacBook, laptops, printers and patching cables in order to maintain work productivity● Assisted end users with technical issues via phone, remote, and in person in order to continue workflow● Setup and configured new desktops for clients onsite by joining machines to domain, creating profiles and networking printers in order for users to have access to all technology while they were on-site● Used Active Directory to manage passwords, groups, and group policies to ensure effective onboarding ● Inspected server rooms for anomalies in order to prevent any downtime● Used ConnectWise and IT Glue to communicate with team and document all work in order to keep all staff on the same accord

Greater New York City Area

● Performed PC and MacBook image builds to the standards of the client to guarantee work efficiency ● Coordinated shipping of all machines that have been completed to client`s office or home in a timely manner in order to maintain work productivity● Supported all remote access technology which included laptop computers (Windows and Mac), software installations, license deployments so that users can perform their designated tasks efficiently ● Ensured all PCs and MacBook data backed up and data transferred to ensure end users were able to access and have previously saved data from old machines● Created local administrator accounts for PCs and MacBooks so that end users will have access to their machine● Joined machines to client’s domain to ensure users have access to their company`s network● Updated and maintained documentation of all work and machine information through IT Glue so that the IT staff can have access to the same information which promoted great communication and transparency● Used ConnectWise ticketing system to document all tasks completed so all co-workers can follow the work trail and understand all steps that were taken

Brooklyn, New York

● Identified and corrected operating system problems, windows updates and/or browser plugin issues to avoid technical difficulties and unproductive down time● Educated and assisted staff on the basic operation of computers, notebooks, mobile devices, video conference systems, scanners, printers and peripherals with hopes to increase computer literacy among team members● Re-imaged computers to ensure each staff member is equipped with corresponding software for their specific departmental responsibilities● Troubleshoot LAN and solved connectivity issues which avoided inefficient work production● Set up and connected video conferences between multiple departments within the agency to eliminate travel time between sites and increase face-to-face communication between all departments● Requested and mailed equipment to and from agency-wide sites to ensure all staff members are provided with necessary equipment to complete their daily tasks ● Maintained track of all completed jobs using the KACE ticketing system to inform IT team of all technical problems, communication problems, system downtime, hardware and/or software problems with hopes to avoid reoccurring technical difficulties

New York, New York

● Remotely responded to requests for technical assistance in person, via phone, or electronically to solve low, medium, high, or urgent issues.● Identified and escalated situations requiring urgent attention to proper management for an expert resolution● Advised users on appropriate actions to take and explain next steps thoroughly to solve their technical issues

Long Island City, New York

● Responsible for accessing, maintaining and auditing all medical charts to create new electronic medical records and eliminate all paper records using Cerner application ● Responsible for troubleshooting desktops and printers to identify any issues that may be impeding staff from completing daily tasks● Assisted in locating, retrieving, and scanning requested medical records to the appropriate personnel in a timely manner so that the patients can have access to their information electronically

Far Rockaway, New York

•Implemented group and individual treatment plans utilizing the Missouri approach•Developed and modeled effective relationships and behaviors with youth and treatment team•Accompanied youth to school, appointments and all group activities

Bachelor Of Science - Bs, Psychology

Activities and Societies: Omega Psi Phi, Inc.

Front End Web And Mobile Development Bootcamp, Software Development

Education record