Kenneth White **** C Street Sacramento, CA ***** 916-***-**** acd2x8@r.postjobfree.com

SKILLSET

Technical Analytical, IT Supervisory, Windows, Mac OS, Networking Technology, Network Administration, Technical

Writing, BYOD / Device Integration, Customer Service and Support

EXPERIENCE

IT Manager - Handyman Connection, Carmichael, CA (2001-2003, Presently consulting)

Setup and Maintain primary Client / Server network. Troubleshoot internal support issues and resolve. Assess network

status yearly and purchase / install upgrades.

Simplified and heavily upgraded network architecture to streamline backup and connectivity. Combined Internet and

phone system into IP system. Ported digital ID's for PBX system. Replaced / upgraded PBX.

Technical Support - MetroList Services, Inc., Sacramento, CA (2006-2012)

Troubleshoot Windows, Internet Browsers and related applications to ensure customer connectivity to web services. Train

users / staff in Services, Procedures. Create and Maintain Service related documents and support programs. Create and

update system software such as Agent Report tools within the Prospector(TM) Database used by clients.

Created internal helpdesk resources website / application. Implemented email shortcut system for faster response.

Implemented software changes for time management.

Rework Technician / Technical Support – Volt Services for Apple Computer, Elk Grove, CA (2003-2004)

Troubleshoot and diagnose failed/returned Apple Personal Computers to determine fault trends to improve manufacturing

and meet ISO 9000 certification.

Later became Support Technician supporting AppleCare products such as the iMac, iPod, MacOS.

Held highest 'one call resolution' average. Implemented support / troubleshooting routine for other users.

Desktop Support Analyst - EarthLink, Sacramento, CA (1997-2000)

Troubleshoot Microsoft Windows, Internet Explorer, Dial-up connectivity, socks, proxies and other computer networking

technology related to dial-up and high-speed Internet service. Was Team Lead / Assistant Supervisor in large call center.

Implemented help desk system for other technicians. My ideas about 'first call resolution' sparked creation of a team in

separate queue with no ACH limits. This was very successful and led to company-wide changes to support queues.

EDUCATION

Computer Science - Heald Institute of Technology - Sacramento, CA.

Digital Electronics - Heald Institute of Technology - Sacramento, CA.

High School - Capital Christian High School - Sacramento, CA.

REFERENCES

I’m very pleased to provide letters of reference on request.

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