Charles Scott-Spain
Information Technology Help Desk Technician @DecisionPoint Corporation
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WORK HISTORY
Information Technology Help Desk Technician @DecisionPoint Corporation
Durham, NC, US
Offer Tier I and Tier II support to end users with hardware, software, mainframe access, and print issues, employing problem-solving methods and escalating when necessary. Document reported incidents comprehensively using the Change, Asset, and Problem Reporting System (CAPRS) and ServiceNow to maintain detailed records. Perform security assessments to pinpoint, address, and resolve vulnerabilities effectively. Lead the selection and execution of security controls, offering guidance and feedback throughout the implementation process. Generate reports on security metrics, offering valuable insights into security trends for stakeholders\' consideration.• Provide phone, chat, and email support to over employees• Distribute equipment to over 1200 field offices• Participated in the conversion team that transitioned the service desk to ServiceNow
EDUCATION
CourseCareers
Vocational Certificate, Information Technology
Living Arts College
Bachelor Degree in Arts, Audio Production & Design
Wilkes Community College
Bootcamp, IT Support
SKILLS
ABOUT CHARLES SCOTT-SPAIN
A CourseCareers “Practical IT Professional” graduate looking to advance my career in Information Technology.I have extensive hands-on experience working within the Microsoft Azure platform doing various tasks such as: Installing and configuring osTicket (help desk ticketing system) Installing and configuring Active Directory (on-premises version running on Azure compute) Installing and using consumer VPNs and VPN clientsI am excited to continue to learn new technologies, meet new people, and advance my career in I.T.Also, I\'m a certified SAFe 5 Scrum Master with versatile experience in optimizing project lifecycle by implementing best agile practices and Scrum framework. My ability to plan and deliver varied projects within agreed timelines and budgetary constraints is second to none. I am capable of increasing team efficiency and providing guidance for executing process improvement initiatives. I possess a strong aptitude for attaining maximum client satisfaction through active stakeholder engagement, exemplary team leadership, and amalgamation of strategic vision and strong business acumen. What makes me stand out is my solid skills in coordinating with teams and key stakeholders for accomplishing organizational objectives. I have a solid proficiency in utilizing Microsoft Office Suite, Slack, Zoom, and MS Teams.My Areas of Expertise include: Project Management Strategic Planning & Execution Stakeholder Engagement Crisis Management Jira Service Management Performance ImprovementConnect with me today or send me an email at c••••••••@gmail.com with any thoughts, comments, or questions about my work—I\'m always interested in making new professional acquaintances!
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