Charles Noah Henderson
Columbia,TN
Summary
Technology-inclined professional with strong troubleshooting capabilities, leadership experience, and a customer-focused approach. Proven ability to provide comprehensive network and software support, mentor team members, and guide escalations to resolution. Experienced in developing and implementing technical solutions while collaborating across departments to improve processes and service delivery. Adept at analyzing system performance and security to drive optimal user experience and support organizational goals.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk Team Lead
ImageQuest
03.2024 - Current
- Provided training, mentoring, and day-to-day support to Service Desk team members to improve technical proficiency and service quality.
- Developed and maintained Standard Operating Procedures (SOPs) to optimize Service Desk workflows and ensure consistent service delivery.
- Collaborated cross-departmentally to enhance internal processes and elevate the overall client experience.
- Delivered high-level technical guidance and escalation support for the Service Desk team on complex issues.
- Managed and resolved customer escalations and frustrations with professionalism, clear communication, and solution-driven focus.
- Served as escalation support for complex or high-priority service tickets.
Service Desk Technician
ImageQuest
05.2023 - 03.2024
- Utilized ConnectWise PSA/Manage to triage, track, and resolve client support tickets with efficiency and accuracy.
- Managed high-volume call flow and delivered rapid, effective responses to a broad range of technical support needs.
- Provided advanced support for Active Directory, Azure AD / Entra ID, Microsoft 365, Cisco Meraki, and Mimecast Email Security environments.
- Consistently maintained a 98%+ CSAT score through clear communication, strong technical skills, and excellent customer service.
- Coordinated and escalated vendor support for ISPs, line-of-business applications, and PBX/VoIP phone systems.
- Performed remote maintenance and troubleshooting for client endpoints, including updates, configuration, and remediation tasks.
Service Desk Dispatcher
ImageQuest
06.2022 - 05.2023
- Utilized ConnectWise PSA/Manage to dispatch service tickets to appropriate internal teams, ensuring efficient workflow and timely resolution.
- Performed computer imaging, configuration, and deployment for clients to support smooth onboarding and maintain service timelines.
- Managed and resolved no-contact tickets involving Active Directory and Microsoft 365
Education
High School Diploma -
Summit High School
Thompson's Station, TN05.2017
Skills
- Vendor Support
- Service level agreements
- Client complaint resolution
- Team management
- Documentation Management
- Active Directory and Entra ID
- Problem-solving
- Microsoft 365 Administration
- Training development
Certification
Hatz AI Foundations
Timeline
Service Desk Team Lead
ImageQuest
03.2024 - Current
Service Desk Technician
ImageQuest
05.2023 - 03.2024
Service Desk Dispatcher
ImageQuest
06.2022 - 05.2023
High School Diploma -
Summit High School