Charles Spicer
Kilkenny,MN
Summary
Dynamic and dependable IT professional with a strong foundation in computer operations and support, eager to leverage extensive training and skills in a challenging role. Expertise includes troubleshooting, installation, and maintenance of computer hardware, software, and peripherals, backed by up-to-date knowledge of current technologies in networks and servers. Hands-on experience in analysis, design, installation, and configuration of software and hardware ensures the delivery of comprehensive solutions while thriving in fast-paced environments. Strong analytical, communication, and teamwork skills facilitate quick adaptation to new challenges, complemented by a positive attitude and commitment to continuous learning and growth.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
(DSS) Desk Side Support
Cigna ASK Consulting
Bloomington, MN
09.2024 - 03.2026
- Provide, on-site or remote technical support to ensure user productivity,, often managing peripheral devices and troubleshooting operating systems (Windows, macOS).
- Responsibilities troubleshooting Diagnose and resolve hardware, software, and peripheral issues.
- Installation & Configuration: Install and configure software applications, operating systems (Windows, Mac, Linux), and hardware, notes.
- Customer Support: Provide friendly, patient, and efficient support to users, often, for example, maintaining 98%+ customer satisfaction ratings.
- Network Maintenance: Troubleshoot network connectivity issues and manage Active Directory user accounts.
- Documentation: Maintain IT inventory systems and document technical procedures in the knowledge base.
- Collaboration: Work to support, new hire onboarding and workstation upgrades Windows 10/11, macOS, Active Directory, Office 365, VPN, Ticketing Systems (ServiceNow), Printer Setup, Hardware Troubleshooting.
- Soft Skills: Strong verbal/written communication, problem-solving, patience, customer service, and ability to explain technical concepts to non-technical staff.
IT Support Specialist
Xcel Energy
Marshall, Mn
09.2023 - 02.2024
- Technical Support: Provide technical assistance to users before, during, and after video conference sessions, ensuring they are comfortable with the technology and can effectively navigate the software and hardware.
- Troubleshoot and resolve issues related to audio, video, connectivity, and other technical aspects of video conferencing systems.
- Collaborate with IT and AV teams to address complex technical problems that may arise.
- User Training: Conduct training sessions for employees and clients on how to effectively use video conferencing equipment and software, including best practices for a smooth meeting experience.
- Meeting Room Setup and Coordination: Prepare meeting rooms for video conferences, ensuring that the necessary equipment is properly configured and functional.
- Coordinate with stakeholders to schedule and manage video conferencing sessions, including setting up virtual meeting rooms and inviting participants.
- Quality Assurance: Conduct regular testing and quality checks on video conferencing systems to identify and address any potential issues proactively.
- Monitor and optimize audio and video quality to deliver a high-quality conferencing experience.
- Qualifications: Excellent communication and customer support skills to assist users and provide clear instructions.
- A degree or relevant experience in IT, Audiovisual Technology, or a related field is preferred.
- Proficiency in Microsoft Teams video conferencing software and hardware.
- Strong technical troubleshooting skills, with the ability to diagnose and resolve hardware and software issues quickly.
- Organizational skills to manage meeting schedules and documentation.
- Flexibility to adapt to changing technology and business needs.
- Ability to work both independently and collaboratively within a team.
FIELD SUPPORT QFNA
Pepsico Quaker Oats
Danville, IL
01.2021 - 2023
- Service Desk now. tickets
- Serve as the first point of contact for employees seeking technical assistance via phone, email, portal, walk-in.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Identifies issue trends and works with Digital Technology management to develop solutions to provide customer satisfaction.
- Perform user lifecycle management in our existing identify platforms.
- Provides Tier 1/2 support for network, hardware, software, business applications and telephony (wired and wireless).
- Performs preventative maintenance for PC hardware including antivirus updates, Windows updates, Microsoft Office updates, and physical maintenance.
- Ensures proper inventory tracking and disposal of equipment.
- Works with Digital Technology Tier-2/3 engineers & project management for the completion of defined project tasks and deliverables.
- Work with Digital Technology Tier-2/3 to procure hardware and software.
- Communicates with the management team to share information on IT projects; communicates project requests to project management office for organization and time requirements.
- Performs laptops, desktop, mobile and hardware installs; works with management and leadership on projects and priorities as directed.
- Ensures that company policies, standards, and procedures are met, followed and maintained by following established company policy (e.g. OSHA and safety compliance, Federal/State/Local laws).
- Works assigned schedule exhibits regular and predictable attendance and works outside of normal schedule as needed to meet workload demands. Performs other related duties as required.
- Contract work VDART
CCR. Technical Software Support
EPSILONTEK
Edison, NJ
01.2020 - 11.2021
- RDP phone support all Dollar Stores in US
- Handhelds, Registers, printers, Inventory systems
- Written, listening and interpersonal skills.
- Superior phone and customer service skills/etiquette.
- Strong problem solving and organizational skills.
- Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers.
- Ability to handle confidential information.
- Adaptive roll taking on calls from all aspects of retail business.
- Experience with Roxen ticketing system.
- Contract work Genpact
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
CCR. Technical Support Engineer Software support
Shutterfly
Eden Prairie, MN
01.2015 - 08.2017
- Superior phone and customer service skills/etiquette.
- Excellent verbal, written, listening and interpersonal skills.
- Strong problem solving and organizational skills.
- Ability to deal patiently with problems and complaints and to remain courteous when faced with difficult or angry customers.
- Ability to handle confidential information.
- Experience with major ITSM platforms like ServiceNow.
- Technical experience in OSX, iOS, Android, and Windows operating systems.
- Experience with Service Now or similar ticketing system.
- Managing service and procurement vendors.
- Mid-level technical knowledge and troubleshooting ability.
- Troubleshooting methodologies and root cause analysis.
PDD.Support I and III level IT support Desk
TARGET CORP.
01.2006 - 12.2012
- 1800 clients. Help Desk calls Provided Desktop Support in a PC/MAC environment.
- Trouble shoot audio/video conferences, photography, and internet meetings.
- Supported file server for clients, server archive. Support applications including MS Office, Outlook, safe boot environment and Citrix.
- Acted as primary liaison with outside vendors for my department.
- Researched and aided in the purchase of software and equipment.
- Performed monthly printer training VPN access and help setup for new hires.
- Maintained the Rips Epson plotters and Romoki Fabric Printer.- light maintenance, inventory etc.
- Provided advanced training in CAD and design applications for clients.
- Responsible for staying current with clothing design technologies.
- Handle equipment bookings and setups (laptops, projectors, PDAs, USBs, video conferencing).
- Contract CDI End date Dec 2012
Radio Disc Jockey
WOYS 100.9 FM
Apalachicola, FL
2002 - 2004
- Created Music lists and Charts for radio airplay.
- Created radio commercials, radio advertising.
- Live on airHost, 5 pm – Midnight.
- Provided play-by-play commentary at high school football home and away games.
- Curated engaging playlists to enhance listener experience and drive audience retention.
Graphic Designer and Data Collection for a Clinical Drug Study
SEARLE MONSANTO
Skokie/Chicago, IL
01.1997 - 01.1999
- Created the data graphs and tables that appeared in The New England Journal of Medicine (NEJM).
- Worked as a team member in pre-clinical and clinical studies of cyclo-oxygenase COX-2, inhibitor marketed as Celecoxib or Celebrex.
- Presented graphs and charts created to FDA through slide show presentations, audio/video.
- Drug marketed 1999
Systems engineer
MINNESOTA SCHOOL OF BUSINESS /GLOBE COLLEGE
Minneapolis, MN
01.1999 - 01.2006
- Facilitated the imaging of over 500 workstations in a courteous and friendly manner, handle email and in-person requests from all clients.
- Logged all trouble tickets accurately as per the IT department best practices, maintaining complete documentation of problem cause, impact and resolution.
- Prioritize problems, troubleshoot and exercise problem-solving skills.
- Work with Desktop team to diagnose and resolve issues as required.
- Support applications including Photoshop, Illustrator, Quark, In-Design, HTML, and FlashPro Tools.
- Communicate cross team and my group about Help Desk issues.
- Develop an understanding of the user environment and maintain technical knowledge.
- Follow-up with clients to ensure resolution is complete and timely.
- Support desktops and laptops, workstation relocations.
- Purchase, receive, track, and maintain hardware and demo new equipment.
- Layoff 2006
Systems Analysis level II IT support Desk
Univitahealth
Eden Prairie, MN
01.2012 - 08.2015
- Provided technical support for global IT infrastructure supporting 5,000+ employees throughout the U.S. and overseas.
- Troubleshooting hardware, software and connectivity issues for a mixed VDI, Windows XP and 7 and Citrix environment.
- Additionally supported Websites voicemail, telephone and recording systems.
- Challenged to provide timely resolutions to support mission-critical application users.
- Achieved the highest levels of productivity, handling over 500 calls per week and averaging 100+ calls daily.
- Earned solid reputation for resolving complex issues and providing exceptional customer service.
- Promoted to assume additional responsibilities as Technical Advisor providing expert guidance to HelpDesk staff.
- Assisted Server Admins with policies and procedures for setting up, new accounts, web/network voice mail accounts.
- Company sold End date Aug 2015
Education
Bachelors degree - computer science
Weinberg College of Arts And Sciences
01-1993
Certification
- MCDST Microsoft Certified Professional Microsoft certification exams: 70-271 and 70-272 equivalent experience/knowledge
- CompTia A+ certification exams: 220-30 equivalent experience/knowledge
Timeline
(DSS) Desk Side Support
Cigna ASK Consulting
09.2024 - 03.2026
IT Support Specialist
Xcel Energy
09.2023 - 02.2024
FIELD SUPPORT QFNA
Pepsico Quaker Oats
01.2021 - 2023
CCR. Technical Software Support
EPSILONTEK
01.2020 - 11.2021
CCR. Technical Support Engineer Software support
Shutterfly
01.2015 - 08.2017
Systems Analysis level II IT support Desk
Univitahealth
01.2012 - 08.2015
PDD.Support I and III level IT support Desk
TARGET CORP.
01.2006 - 12.2012
Systems engineer
MINNESOTA SCHOOL OF BUSINESS /GLOBE COLLEGE
01.1999 - 01.2006
Graphic Designer and Data Collection for a Clinical Drug Study
SEARLE MONSANTO
01.1997 - 01.1999
Radio Disc Jockey
WOYS 100.9 FM
2002 - 2004
Bachelors degree - computer science
Weinberg College of Arts And Sciences