RYAN CHARLES
Upper Marlboro
Summary
Results-driven Senior Technician with a proven track record in team leadership and training, committed to delivering exceptional quality in every project. Recognized for strong organizational skills and the ability to foster collaboration among team members, ensuring efficient workflows and successful outcomes. Expertise in troubleshooting and problem-solving enhances operational effectiveness, while a dedication to continuous improvement drives personal and team development. Passionate about maintaining high standards of excellence across diverse work environments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Tier 3 Help Desk /Senior Technician
NRC
06.2025 - Current
- Delivered Tier 3 escalation support, consistently meeting SLAs and reducing incident backlog by resolving complex technical issues efficiently.
- Leveraged Absolute to enforce endpoint security, track devices, and ensure compliance with NRC policies.
- Streamlined workflows by accurately managing incidents, problems, and change requests within ServiceNow, improving resolution tracking and reporting.
- Diagnosed and resolved advanced VPN connectivity issues with GlobalConnect, restoring secure access for remote staff and reducing downtime.
- Executed cable patching to switches and validated connectivity, improving network reliability and minimizing disruptions.
- Provided secure remote assistance with Bomgar, reducing on-site support needs and accelerating issue resolution.
- Administered Active Directory, including account provisioning, group management, and GPO enforcement, strengthening security and access controls.
- Designed and deployed automation scripts (PowerShell, Bash) to eliminate repetitive tasks, reducing resolution times and increasing team efficiency.
- Assisted with SOC analyst functions, performing log reviews, event correlation, and escalation of security incidents to improve response times.
Tier 2 Desktop Support
NIH
03.2025 - 05.2025
- Configured, monitored, and supported network infrastructure using ExtremeCloudIQ, ensuring consistent connectivity and high-performance levels
- Experienced in deploying, configuring, and managing macOS devices using Jamf Pro; skilled in creating and maintaining policies, configuration profiles, smart groups, and automated enrollment workflows.
- Deployed Cylance endpoint protection on computers, enhancing threat detection and preventing malicious activity across the network
- Leveraged Cisco AnyConnect VPN along with tools like Cisco Secure Firewall Management Center (FMC) and Cisco Security Analytics and Logging (SAL) to gain visibility into VPN sessions, monitor user activity, and analyze tunnel performance, improving security and troubleshooting
- Utilized Bomgar (BeyondTrust) to provide secure remote support, troubleshooting issues and resolving technical problems for end users while maintaining compliance with security protocols
- Monitored and escalated critical ServiceNow tickets to appropriate teams, minimizing downtime and ensuring high levels of customer satisfaction
- Administered user accounts and permissions, troubleshooting login issues and ensuring access control compliance using Active Directory and other tools
- Performed imaging and deployment of macOS and Windows laptops to NIH staff, including software installation, security configurations, and user-specific customizations
- Collaborated with InfoSec and IT teams to implement MDM security standards, including FileVault encryption, Gatekeeper settings, and app restrictions via Jamf.
- Developed custom scripts (Bash/Python) integrated with Jamf Pro to automate routine tasks and improve endpoint efficiency.
Deskside Support
Kyndryl @ Medstar
03.2024 - 03.2025
- Experienced in PC imaging, including the deployment of operating systems and software configurations across multiple devices using tools like Windows Deployment Services (WDS) and Microsoft System Center Configuration Manager (SCCM)
- Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, and other peripherals in a high-pressure, healthcare environment
- Managed Active Directory tasks, including user account creation, password resets, and group policy management to maintain secure and efficient IT operations
- Installed, configured, and maintained various healthcare-specific applications and electronic medical record (EMR) systems, ensuring compliance with industry standards and regulations
- Utilized ServiceNow to prioritize and track service requests, ensuring timely resolution and user satisfaction
- Provided end-user training and support to enhance staff productivity and ensure proper use of IT resources and systems
- Utilized Jamf Pro for remote software deployment, patch management, and system updates across enterprise Mac environments.
- Maintained compliance with HIPAA and other healthcare data privacy and security standards in all IT support activities
- Supported remote users through VPN setup and troubleshooting, ensuring seamless access to MedStar's network resources
- Deployed and managed macOS devices using Jamf Pro, including automated enrollment via Apple School/Business Manager and DEP workflows.
Advanced Repair Technician
Best Buy, Geek Squad
02.2024 - 10.2024
- Provided Tier 1 and 2 support on-premise and over the phone to reveal diagnostic discoveries and make recommendations regarding software, and network security
- Enhanced customer satisfaction ratings by efficiently resolving technical, onsite and account issues
- Degaussing HDDs to ensure that sensitive customer information is erased on decommissioned hard drives to prevent information from being stolen, sold, leaked, and misused
- Troubleshoot system failures or bugs and provide solutions to restore functionality
- Complete in-depth malware removal and operating system restoration including BSOD recovery
- Identify and fix problems using advanced troubleshooting skills and construct detailed service tickets using Nova
- Proficient in deploying, configuring, and maintaining MobileIron MDM solutions to manage and secure mobile devices, enhance user productivity, and ensure compliance with corporate security policies
Help Desk Technician
PGCC
05.2023 - 01.2024
- Provide excellent customer service
- Troubleshoot desktop software and hardware
- Configure routers and wireless access points
- Used ServiceNow to resolve tickets.
- Assisted in onboarding and off-boarding procedures, including provisioning and decommissioning devices.
- Performed routine system maintenance, updates, and patch management on Windows-based systems.
- Diagnosed and resolved network connectivity issues including TCP/IP, DNS, DHCP, and VPN configurations.
IT Support Specialist
Target
01.2022 - 01.2023
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured, and maintained desktops, laptops, printers, and peripheral devices.
- Supported VoIP systems and troubleshooting phone and conferencing equipment issues.
- Conducted hardware diagnostics and facilitated warranty repairs or replacements.
Education
A.S. - Information Technology
Prince George's Community College
Largo, MD01.2026
High School Diploma - undefined
Dr Henry A. Wise Jr. High School
Upper Marlboro, MD01.2023
Skills
- Customer Service
- Network Troubleshooting
- Data Analytics
- Leadership
- End User Support
- SQL
- Jamf Pro
- Python
- Ticket Etiquette
- Java
- OS Repair
- Active Directory
- MacOS Support & Management
Certification
- COMPTIA A+ CERTIFICATION (2024)
- COMPTIA NETWORK+ CERTIFICATION (Expected August 2025)
- COMPTIA SECURITY+ CERTIFICATION (Expected August 2025)
Timeline
Tier 3 Help Desk /Senior Technician
NRC
06.2025 - Current
Tier 2 Desktop Support
NIH
03.2025 - 05.2025
Deskside Support
Kyndryl @ Medstar
03.2024 - 03.2025
Advanced Repair Technician
Best Buy, Geek Squad
02.2024 - 10.2024
Help Desk Technician
PGCC
05.2023 - 01.2024
IT Support Specialist
Target
01.2022 - 01.2023
High School Diploma - undefined
Dr Henry A. Wise Jr. High School
A.S. - Information Technology
Prince George's Community College
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