Charles D.
Mid-Level IT Service Desk Engineer
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About
Charles M. is an experienced Service Desk Engineer and Senior Process Executive with over three years dedicated to IT support roles across business process management, managed services, and financial association industries. At Satellite Office Solutions and Infosys BPM Limited, Charles provided Tier 1 and 2 technical support for desktop systems, managed tickets through ServiceNow, configured Active Directory accounts, and resolved VPN and Citrix connectivity issues. In previous roles at Cloversoft Solutions and the Armed Forces and Police Mutual Benefit Association, he delivered network troubleshooting, administered Microsoft Exchange and Office 365, and supported VOIP PBX and firewall systems. Charles holds a Bachelor’s in Electronics Communication Engineering from the University of the East, complemented by hands-on experience with hardware/software installations, remote desktop support, and system administration within corporate and multi-branch environments.
Experience
Service Desk Engineer
Satellite Office Solutions PTY LTD · 2021 — 2025Delivered Tier 1 and 2 phone support for an Australian Managed Service Provider in alignment with service level agreements. Conducted remote installations of hardware and software, primarily focusing on Windows, iOS, and Android, with occasional service for MAC devices. Contributed to the development and enhancement of processes and procedures. Managed Active Directory tasks including adding, resetting, and removing user accounts. Handled open requests and incidents through the ServiceNow Ticketing system, ensuring timely escalation when necessary.Senior Process Executive
INFOSYS BPM Limited. · 2020 — 2020Addressed client escalations, providing end-to-end ownership on issues. Managed ticketing tasks using Service Now, including ticket creation, updates, resolutions, and closures. Handled VPN F5 and Desktop as a Service (Citrix) issues and connectivity concerns. Offered troubleshooting guidance to users across various internal and external applications and administered user accounts by resetting passwords and unlocking access for over 30 applications.Service Desk Engineer
CLOVERSOFT SOLUTIONS INC. · 2019 — 2020Accessed software updates, drivers, and knowledge bases online to resolve problems and enhance the knowledge base with new fixes. Managed Kaspersky Internet Security Network Anti-Virus and provided support for Issabel/Elastix VOIP PBX Server users with softphone and IP phone needs. Engaged in deploying, configuring, and troubleshooting biometrics systems. Experienced in Pfsense Network Firewall operations and provided assistance with Microsoft Exchange Outlook/OWA connectivity.IT Technical Support Specialist
ARMED FORCES AND POLICE MUTUAL BENEFIT ASSOCIATION, INC. · 2017 — 2019Installed and troubleshot networking equipment including routers, IP phones, switches, printers, and wireless controllers. Managed domain user accounts via Active Directory and configured peripherals and drivers to user standards. Provided online and phone support for personnel with various computer and internet issues across multiple branches.
Skills & Expertise
Education
- Bachelor of Science in Electronics Communication EngineeringUniversity of the East · 2004 — 2017
- Highschool DiplomaBauan High School · 1999 — 2002
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