1. Charles Dionne
5803 GoddardSt
Shawnee, KS 66203
913-307-6165
An experienced, dependable, and effective technical support personality with CSR and
technical problem-resolution skills. Capable of getting to the core issues in highly technical
situations including hardware, software, web and proprietary applications.
Accomplished Skills
❖ Customer Service (7 years of total experience.) Face to face communications (5 years), Call
center/phone (6 years), Troubleshooting for law enforcement on wiretaps and Virtual Private
Networks (1 year), Fulfillment experience (2 years.)
❖ Data Entry (5 years of total experience), Type 55 WPM, 10 key at 9856 keystrokes per hour, Enter
data via computer as well as manually.
❖ Reports (5 years of total experience), Experienced in productions of 6 different types of reports.
Excel (2 years), Production of Crystal Reports (2 years), Daily data sheets through quarterly reports.
Generation of hospital literature in accordance to HIPPA regulations.
❖ Administrative (5 years of total experience), Direct support to the President and Marketing Director
(1 year), Filing (5 years), Document creation (1 year), Function including travel arrangements,
powerpoint presentations, appointment setting, mail and daily petty cash.
❖ Configuration/Troubleshooting User Setup, Mail Client Configuration, Home
Networking/Hardware/Software Troubleshooting, initial Network setup.
❖ Tools Excel (1 year + Still in the beginners class), Word( 3 years, Intermediate), Outlook (3 years,
Advance), Adobe Photoshop CS2/3 (2 years Intermediate), Adobe Macromedia Dreamweaver
(Html, PHP, SQL and Flash Designs, Power Point (1 year), MAS 200 (1 year), Internet Explorer (6
years).
❖ Operating Systems OSX 10.3 to 10.8(2 years), Windows XP to Windows 8(7 years), Windows
Server 2003 to 2010(4 years), Ubuntu(1 year).
Work Experience
ISPN, Help Desk Tech Supervisor February 2012- Present
❖ Help desk support to over 100+ telecommunication companies, to which following particular guidelines to
each company with detail.
❖ Home networking, LAN, VLAN, VPN, Network Security.

2. ❖ Troubleshooting wireless and Local Area Connections from customer connections such as, dial up, DSL,
Cable, Fixed Wireless, and Fiber connectivity.
❖ Detailed communication with Upper Level Support as well as Management.
❖ Resolved customer issues as requested by technicians needing upper level request.
❖ Supervised call center as Direct Supervisor.
CSC, Help Desk Support January 2008- February 2009
❖ Worked closely with WIC Technical Support, utilized all procedural equipment as well as followed all by laws.
❖ Time management, issue resolution, project prioritization and meeting deadlines with time to spare.
❖ Troubleshooting technical matters including SQL database errors, desktop malfunctions, and any network
related issues.
❖ Help Desk lead for NYCEIP(New York City Early Intervention Program) with all their technical issues.
Sprint/Nextel, Support Representative - Electronic Surveillance/Legal 2006 - 2008
❖ Troubleshooting to Law Enforcement and Government Agencies. VPN to telephonic trunk to GPS (Locations
of Cell phones and/or Towers.)
❖ Assisted government agencies with confidential Court Orders and Search Warrants. Phone Support
coordinating company compliance regulations and generation of ad hoc reports.
❖ Coordinated documentation and provided assistance with 911 call operators and other agencies which declare
exigent circumstances.
Script Pro, Inventory Control Specialist March 2005 – August 2006
❖ Utilized MAS 200 in fulfilling purchase orders to customer specifications for construction of robots.
❖ Customer Support included provided detail-oriented analysis on invoices ensuring customer satisfaction.
Provided a high-level of phone support followed up with documentation.
❖ Shipping via LTL carrier and knowledge of documentation for international transit and custom documents.
❖ Phone and in-person interaction with customer relations department for distribution of inventory.