Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CHARLES SIMMONS

Lanham

Summary

Technology-inclined professional who possesses strong troubleshooting capabilities and customer-oriented attitude. Military veteran. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Junior System Administrator

SAIC (Army Corp of Engineers)
12.2020 - Current
  • Managed the department’s Dell Latitude laptop and Multi Function Devices (Printers/Plotters) on site and off site remotely.
  • Collaborated with up to 8 cross-functional teams to diagnose complex issues, ensuring quick resolutions and minimal disruptions to client operations.
  • Enhanced MFD fleet efficiency by performing regular maintenance and troubleshooting tasks.
  • Conducted regular audits of IT assets, ensuring proper inventory management and license compliance.
  • Improved system performance by proactively monitoring and maintaining hardware, software, and network components.
  • Managed quarterly infrastructure upgrades, analysis and resolution of end user hardware and software issues.

L2 Desktop Support Engineer

Allyon(Army Corp Of Engineers)
08.2018 - 12.2020
  • Responded to customer inquiries and provided technical assistance over the phone and in person at the Army Corp of Engineers HQ site.
  • Used Bomgar/Beyond Trust to remotely address users issues.
  • Used Remedy and ServiceNow ticketing systems to manage and process support office actions,requests, and resolution.
  • Provided remote support via Beyond Trust/Bomgar, resolving issues quickly while maintaining a high level of customer satisfaction.
  • Performed PC upgrades and data migration for the site’s refresh project.
  • Removed potential malware, and other threats from laptops and desktop systems via Cyber Incident Response Team request.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Researched and identified solutions to technical problems.
  • Collaborated with IT vendors to locate replacement components and resolve advanced problems.
  • Handled escalated IT ticket of Government and military VIP users essential to the department’s operational and functional need.
  • Served as a mentor for junior technicians, fostering professional development through hands-on guidance and constructive feedback.

Service Desktop Analyst

DMI (State Department)
01.2017 - 08.2018
  • Provided Tier 1 technical phone and email support in a high volume IT support call center for the Department of State.
  • Delivered exceptional first call phone support, maintaining patience and understanding while addressing client concerns
  • Performed system admin functions such as Microsoft Remote Desktop Connection and Active Directory commands in order to resolve customer technical and account issues.
  • Performed NIPR to SIPR data transfer.
  • Adapted quickly to new technology releases, staying informed on updates that could impact customer experience.

Data Migration Technician

APEX Systems (Navy Yard)
05.2016 - 08.2016
  • Performed user profile data migration on Naval Sea Systems Command workstations at the Washington Navy Yard installation
  • Replaced and/or added computer peripheral based end user requirements
  • Assisted workstation end users with the domain login issues of their new asset (computer).
  • Supported a smooth transition during hardware upgrades, minimizing disruptions to daily operations.

Digital Kiosk Technician

Creative Agency Service Team
10.2014 - 07.2015
  • Performed preventive maintenance and repairs on at least 20 kiosks on a monthly basis in various locations within a 50-mile radius of the DMV area
  • Retrieved merchandise valued over 5,000 dollars from the United Parcel Service (UPS) Distribution Center and transported products to the digital kiosk, replenished stock, and updated inventory reports to coincide with organizations policy and regulations
  • Adhered to the organizations product placement policy to ensure all products met the marketing/advertising standards
  • Provided superior customer service to prospective clients, and provided technical/product recommendations on particular items located within the Kiosk.

Education

GED -

University of The District of Columbia
Washington, DC
12.2000

Skills

  • Hardware Maintenance
  • VIP User Support
  • Printer and Peripheral Support
  • Windows Administration
  • Help Desk Support
  • Technical Documentation
  • Remote Desktop Services
  • Asset Management
  • Windows Operating System
  • Team Collaboration
  • Software Installation
  • Network Connectivity

Certification

  • ISC2 Systems Security Certified Practitioner(SSCP) DoD 8570, IAT Level 2 Complaint
  • CompTIA A+ CE (A+) DoD 8570, IAT Level 1 Complaint
  • ISC2 Certified in Cybersecurity (CC)


Timeline

Junior System Administrator

SAIC (Army Corp of Engineers)
12.2020 - Current

L2 Desktop Support Engineer

Allyon(Army Corp Of Engineers)
08.2018 - 12.2020

Service Desktop Analyst

DMI (State Department)
01.2017 - 08.2018

Data Migration Technician

APEX Systems (Navy Yard)
05.2016 - 08.2016

Digital Kiosk Technician

Creative Agency Service Team
10.2014 - 07.2015

GED -

University of The District of Columbia

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CHARLES SIMMONS