Charlie Edwins
Senior IT Support Specialist
Minnetonka,MN
Summary
Senior IT Support Specialist with over a decade of hands-on experience supporting corporate users in high-stress, security-minded settings. Skilled in Level 2 support, software and hardware troubleshooting, AV/conference room technologies, executive support, and IT service management platforms like ServiceNow. Strong communicator who finds satisfaction in resolving issues and enhancing user productivity.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Senior Desktop Technician
Piper Sandler
Minneapolis, Minnesota
02.2022 - Current
- Provide Level 2 desktop support for employees like hardware/software install and configuration, imaging, remote access, and account provisioning.
- Deploy and manage devices using MDT, MECM, and Active Directory.
- Meet high compliance with security practices of the financial industry.
- Supported conference room AV systems and provided white glove service to executives.
- Manage and resolve incidents and requests in ServiceNow.
IT Support / Tech Team Technician
Arvig
Park Rapids, Minnesota
10.2013 - 10.2021
- Configured and maintained user hardware like PCs, printers, and network devices.
- Installed and maintained LANs for commercial clients, including VLANs, QoS, disaster recovery and guest policies.
- Used Calix CMS and BAM to provision and monitor fiber and DSL connections.
- Conducted root cause analysis and documentation of recurring technical issues.
Field Service Technician
Unisys
Eagan, Minnesota
07.2009 - 08.2011
- Repaired Dell equipment on-site including motherboards, LCDs, drives, and components.
- Handled scheduling, part logistics, and repair documentation independently.
Education
Bachelor of Science - IT Management, Minor in Cyber Security
University of Minnesota
Crookston, MN05-2022
Skills
Windows
macOS
ServiceNow
Active Directory
MECM
MDT
VPN
Microsoft Office
Teams
undefinedCertification
CompTIA A+
Additional Qualifications
- Experience in Executive and White Glove Support
- Strong documentation skills for processes, KB articles, and resolving incidents
- Skilled in mentoring junior technicians and Level 1 service desk staff
- Proven experience of successful service level agreements and excellent customer service
Timeline
Senior Desktop Technician
Piper Sandler
02.2022 - Current
IT Support / Tech Team Technician
Arvig
10.2013 - 10.2021
Field Service Technician
Unisys
07.2009 - 08.2011
Bachelor of Science - IT Management, Minor in Cyber Security
University of Minnesota
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