Christopher Hayes
Charlotte
Summary
Multi-talented support specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Strengths include superb analytical skills, ability to work under pressure, and commitment to improving operational efficiency. Previous role involved streamlining support processes, driving customer satisfaction improvements, and fostering team collaboration.
Overview
8
8
years of professional experience
1
1
Certification
Work History
DHTS Device Support Analyst
Duke University Health System
Durham
03.2024 - Current
- Provided remote and on-site technical support for workstations, printers, and peripheral devices, ensuring optimal functionality and end-user productivity.
- Increased resolved weekly average ticket count year over year by 50%
- Respond promptly to service requests, meeting SLA targets and delivering timely resolutions using diagnostic tools and systems such as Tivoli, BigFix, AirWatch, etc.
- Troubleshoot a broad range of hardware and software issues, escalating when necessary while maintaining ownership and follow-through.
- Maintain accurate incident records, asset lifecycle data, and documentation in service management and asset tracking systems and databases via ServiceNow
- Collaborated in infrastructure improvement projects, system rollouts, and workstation deployments across clinical and administrative environments
- Train end-users on device functionality and applications basics, contributing to reduced ticket volumes
- Assist with vulnerability scanning and compliance, supporting enterprise security initiatives and HIPAA standards
Field Service Engineer
Dell EMC
Greensboro
07.2017 - 07.2022
- Engaged in detailed system equipment installations, break-fix, and updates on Dell EMC, Cisco, and Brocade products.
- Maintained company assets, adhering to strict guidelines, and precise time frames while sustaining a 92% customer satisfaction rate.
- Operated as essential liaison and facilitator for various high-end clients, addressing discrepancies and conflicts with tact and diplomacy.
- Achieved exceptional performance standards by reaching highest metrics in Southeast division with consistent 90% conversion rate.
- Guided varied clientele through discussions on latest corporate initiatives and product details.
- Exhibited expertise in fundamental technical concepts related to computer hardware and software, storage, networking, NAS, SAN, authentication, encryption, cloud technologies, virtualization, performance metrics, and operating systems such as Windows, Unix, or Linux.
Education
Bachelor of Science - Computer Science
North Carolina A&T State University
Greensboro, NC05.2017
Skills
- End-user device support and troubleshooting
- Enterprise hardware and software support
- Ticketing system and incident resolution
- Device deployment and lifecycle management
- Mobile device support (iOS, Android)
- Operating systems: Windows, macOS
- Software installation, configuration, and updates
- Device imaging and deployment
- Network connectivity troubleshooting (Wi-Fi, VPN, Ethernet)
- Asset management and inventory tracking
- Endpoint management tools (eg, JAMF, Intune)
- Basic scripting or automation (PowerShell
Certification
- ITIL4 Foundation in IT Service Management, 02/01/25
- Intensive Cloud Computing – Hands-on Training, 07/01/23
- AWS Certified Solutions Architect – Associate, In-progress
- Dell Technologies Certified Associate Information Storage and Management Version 3.0
Timeline
DHTS Device Support Analyst
Duke University Health System
03.2024 - Current
Field Service Engineer
Dell EMC
07.2017 - 07.2022
Bachelor of Science - Computer Science
North Carolina A&T State University