Charles Calhoun
Customer-focused IT Support Professional
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About
Customer-focused IT Support Professional with hands-on experience providing Tier 1 technical support, troubleshooting hardware/software issues, and delivering excellent customer service in fast-paced environments. Experienced supporting Windows environments, Microsoft 365 applications, Active Directory, and ticketing systems including ServiceNow, Zendesk, and ConnectWise. Strong communication skills with a proven ability to resolve customer issues efficiently, document support activities accurately, and collaborate across teams to improve customer satisfaction.
Experience
IT Technician - Longview Systems (Contracted through Professional Employment Group) - Greenwood Village, CO
(2025-02)
- Provide Tier 1 technical support for end users experiencing hardware, software, login, and Microsoft 365 issues.
- Troubleshoot Windows 10/11 workstation problems, hardware failures, printer connectivity, and account access issues.
- Support Azure Active Directory account management including password resets, MFA configuration, and troubleshooting user access.
- Configure, deploy, and support 350+ end-user devices including desktops, laptops, thin clients, and printers.
- Assist users with Outlook, Teams, and OneDrive issues while ensuring timely issue resolution and customer satisfaction.
- Document troubleshooting steps, resolutions, and ticket updates within support systems.
- Maintain inventory records and assist with IT asset management processes.
- Collaborate with internal IT teams to escalate and resolve advanced technical issues.
M365 SharePoint Online Engineer - Microsoft (Contracted through Teknowledge) - Colorado Springs, CO
(2025-03 - 2025-11)
- Delivered Tier 1 and Tier 2 support for Microsoft 365 environments including SharePoint Online, Exchange Online, Teams, Intune, and Entra ID.
- Responded to customer support requests and troubleshot SharePoint Online issues while ensuring timely resolution.
- Assisted users with permissions, document access, Teams integrations, and Microsoft 365 configuration issues.
- Documented customer issues, troubleshooting steps, resolutions, and system changes accurately.
- Collaborated with Microsoft Premier Support and cross-functional teams to resolve escalated customer concerns.
- Monitored system performance and provided recommendations to improve functionality and user experience.
- Supported backup and recovery processes using Microsoft retention and recovery tools.
- Helped educate users on Microsoft 365 functionality and best practices.
Customer Support Specialist - Club Monaco - Colorado Springs, CO
(2024-11 - 2025-04)
- Managed high-volume inbound customer calls and emails while maintaining a professional and customer-focused experience.
- Resolved customer issues related to products, billing, order status, and account inquiries.
- Demonstrated active listening and problem-solving skills to understand customer concerns and provide effective solutions.
- Documented customer interactions, issue resolutions, and follow-up activities accurately.
- Worked with billing, logistics, and internal support teams to resolve order discrepancies and customer concerns.
- Maintained strong customer satisfaction through timely communication and issue resolution.
IT Administrator - FCA/Stellantis (Contracted through HTC Global) - Sterling Heights, MI
(2022-10 - 2024-07)
- Provided onsite and remote Tier 1 technical support for over 1,000 users in a manufacturing environment.
- Responded to inbound phone calls, emails, support tickets, and walk-up requests regarding software, hardware, and connectivity issues.
- Troubleshot Windows operating systems, Microsoft Office applications, printers, remote desktop connections, and network-related issues.
- Managed tickets and IT asset processes through ServiceNow while ensuring accurate documentation and status updates.
- Created troubleshooting documentation, onboarding materials, and user support guides to improve support efficiency.
- Installed, configured, and deployed desktop and laptop systems for employees.
- Performed Active Directory account management including user creation, permissions, and password resets.
- Escalated complex issues appropriately while maintaining communication with end users throughout the resolution process.
Education
Bachelor of Science - Computer Information Systems - Ferris State University
