Open to opportunities

Charles Williams

@charleswilliams

Message

I am an A+ certified IT support specialist with strong troubleshooting, customer service, and technical expertise.

United States

Message

What I'm looking for

I seek a hands-on IT support/service desk role where I can apply troubleshooting, onboarding, and customer service skills, grow into higher-tier support, and work in collaborative, user-focused teams.

I am an A+ certified IT support specialist transitioning from 30+ years in welding and fabrication into hands-on IT support. I have delivered Tier 1 support using ServiceNow and Salesforce, imaged and repaired devices for Dell/Lenovo/HP, and provided remote assistance via Teams, voice, and email.

I focus on process improvement and user satisfaction — creating SOPs and training that reduced costs by 34%, improved department accuracy by 10%, and raised compliance by 28%. I am a quick study who values collaborative, user-focused teams and continual skill development in systems administration and troubleshooting.

Experience

Work history, roles, and key accomplishments

IT Support Specialist

US Radiology

Dec 2024 - Mar 2025 (3 months)

Imaged new laptops and ensured software functionality for end users, supporting device readiness and day-to-day productivity across the organization.

Imaging Windows 10 Software Deployment Troubleshooting Hardware Setup Customer Support Ticketing Systems

Help Desk Specialist

naviHealth

Feb 2023 - Dec 2023 (10 months)

Provided Tier 1 support via ServiceNow, Salesforce, Teams, and email, handling password resets, BitLocker unlocks, and onboarding/offboarding to maintain employee productivity.

ServiceNow Salesforce Tier 1 Support Password Resets Bitlocker Offboarding Teams Email Support

Help Desk Specialist

RSM

Aug 2022 - Feb 2023 (6 months)

Managed incident tickets in ServiceNow and ensured hardware/software functionality for remote internal users, performing onboarding/offboarding and escalating complex issues as needed.

ServiceNow Software support Offboarding Knowledge Base Customer Service Ticketing

Technician

World wide TechServices

Sep 2021 - Jul 2022 (10 months)

Scheduled and managed client appointments while servicing and repairing Dell, Lenovo, and HP laptops/desktops, including rebranding and coordinating parts with manufacturers.

Dell Lenovo Scheduling Onsite Support Parts Management Reimaging

Help Desk Specialist 1

Circle K

Apr 2021 - Jun 2021 (2 months)

Created and closed incident tickets in ServiceNow, managed software and equipment installs for projects, and resolved P1 issues prior to launches to minimize downtime.

ServiceNow Tier 1 Support Project Coordination Installation Troubleshooting Customer Service

Sr. Nuclear Welder

Flowserve

Aug 2013 - Apr 2021 (7 years 8 months)

Interpreted blueprints and nuclear procedures to perform welding/fabrication; customized techniques that improved department accuracy by 10% and paperwork compliance by 28% while mentoring staff.

Welding Fabrication Nuclear Procedures Staff Training Quality Assurance

Sr. Team Member

AW NC

Feb 2001 - Apr 2013 (12 years 2 months)

Served as liaison between staff and management, created the company's first Creative Center and SOPs that delivered a 34% cost savings and streamlined production processes.

Operational Leadership SOP Development Troubleshooting Training Process Improvement

Education

Degrees, certifications, and relevant coursework

Google IT Support Professional Certificate (Coursera)

Professional Certificate, Information Technology

2021 - 2022

Activities and societies: Completed courses including Technical Support Fundamentals and Bits & Bytes of Computer Networking; hands-on coursework with Microsoft 365, Windows 10, Slack, and ServiceNow ticketing system.

Completed the Google IT Support Professional Certificate (2021–2022), covering troubleshooting, networking, operating systems, systems administration, and security.