Charlesdoone C.

Experienced Helpdesk Lead | IT Support Specialist | End-User Solutions Expert I’m a results-driven Helpdesk Lead with over 10 years of hands-on experience providing world-class, frictionless IT support across global environments. I specialize in creating joyful user experiences, training techs, identifying daily support trends, and delivering white-glove service to end users. I’ve supported enterprise environments and remote teams, and I’m quick to learn new systems and technologies. Whether you’re a growing startup or an established business, I bring the tools and knowledge to keep your IT support running smoothly. ⸻ What I Offer: • End-User Support (Remote & Onsite) • Helpdesk Team Leadership & Training • Ticket & Trend Management • Technical Troubleshooting & Escalation • IT Process Optimization ⸻ Technical Skills: User & System Management • Google Admin Console • Microsoft Active Directory, Azure AD, and M365 Operating Systems • Windows OS • macOS • Chrome OS • iOS & Android MDM & Endpoint Management • Jamf Pro • Microsoft Intune / Azure MDM Ticketing Systems • ServiceNow • Zendesk • JIRA • Unicenter Asset Management • Teqtivity • Oomnitza Networking & Security • VPN: Cisco AnyConnect, Pulse Secure AV & Collaboration Tools • Zoom • Google Meet • WebEx • Polycom • Adobe Creative Cloud MSP & Freelance Tools • ConnectWise Manage • ConnectWise Automate ⸻ Let’s connect if you need a flexible, proactive IT support expert who can jump in and deliver results with professionalism and a smile.