Support Technical

KEN KERWOOD

*** **********

Chesterfield, MO ****7

314-***-**** abg22j@r.postjobfree.com

Note: I have a strong background in IT Support while working with IBM and Monsanto. I was responsible for installing,

supporting, maintaining, and troubleshooting issues for over 300 end-users in a fast-changing, dynamic environment. My

core support responsibilities included supporting Microsoft Windows, IE, Laptop and Desktop computers, Wireless

Networks, Connectivity, and Balckberry end users. I consistently achieved 99% satisfied or highly satisfied customer

ratings based on assessment, problem-solving, and communication skills along with achieving 95% first ticket resolution

performance which was 5% above department average.

Summary

Award winning, detail-focused, and results-oriented IT professional with a comprehensive knowledge of system support,

troubleshooting, and problem solving skills. Twenty plus years of IT experience, 14 at Fortune 200 Company. Extensive

background in all IT support technologies. Customer relations specialist, dedicated, self motivated and organized team

member focused on achieving organizational goals and priorities.

Areas of Expertise

• Demonstrated ability to provide problem-solving support processes for immediate and long-term issues, and

knowledge transfer to team members.

• Understanding business unit issues and delivering technology solutions.

• Improving technology end-user’s time to productivity and accelerate on boarding.

• Ability to forecast IT inventory and operational support needs to ensure alignment with the organizational strategic

plan for growth and cost control.

• Technology Specialist in Microsoft products including Office and Operating Systems, Network Operations and ticket

tracking.

• Establishing trusting partnerships via excellent communication and rapport building skills.

Experience

Solomon Schechter Day School, St. Louis, MO 2010 – Present

IT Technical Support – On-Call (once a week)

• Contract as-need IT technical support; responsible for the computer maintenance and security, new user accounts,

server maintenance, hardware and network support.

Monsanto, St. Louis, MO 1998 – 2010

Senior Support Analyst, IT Infrastructure

Monsanto with over 27,000 employees and 11B in revenue is a Fortune 200 company with multiple locations around the

world. Monsanto’s primary business is agriculture and biotechnology.

IBM – Contracted to Monsanto

• Responsible for installing, supporting, maintaining, and troubleshooting issues for over 300 end-users in a fast-

changing, dynamic environment.

• Responsibilities included: laptop and desktop computers, printers, wireless networks, connectivity, blackberry end

users, recovery, and data transfer.

• Leveraged software expertise in the following: Microsoft Windows, Internet Explorer, Adobe, Altris, Malware Tools,

Trend-Virus Protection, SAP, JAVA, Credant (Encryption software).

• Responsible for multiple sites and support of a highly diverse employee population including languages spoken in

Chinese, Japanese, Vietnamese, German, and Portuguese.

• Consistently achieved 99% satisfied or highly satisfied customer ratings based on assessment, problem-solving, and

communication skills.

• Achieved 95% first ticket resolution performance which was 5% above department average.

• Earned the “Above and Beyond” award for customer satisfaction.

OAO Technology Solutions, St. Louis, MO 1996 – 1998

IT Support Analyst

• OAO Technology Solutions build, integrates, and support IT infrastructures with over 1,600 employees in the United

States, Canada, and Europe.

• Desktop support to McDonald Douglas (later Boeing).

• Support a variety of computer configurations (Mac, Desktop, and laptop).

• Software vendor support.

• Provided consulting to developers and application teams on internal network.

Past Experience

Transamerica (acquired by John Hancock 1995), Houston, TX 1992 – 1995

Hardware Support Analyst

Entre Computers, Houston, TX 1988 – 1992

Technician

United States Marine Corps 1980 – 1984

Artillery Spotter and Supply Clerk

(Honorable Discharge)

Education

• BS, Information Technology, Maryville University, St. Louis, MO, 2007

• AS/AA, Bio-Medical Electronics, MTI Technical College, Houston, TX, 1987

Community Leadership

Head Coach

• Coached youth baseball from 1998 – Present. Coached the Chesterfield Cougars for 6 years in the American Gold

level, placed 2nd in Rawlings tournament, had a 90% return of players from the previous year.

• Have been an assistant coach for the Chesterfield Blacksox for the last 5 years playing at the Select Gold level, won

or placed high in a number of tournaments both in the area and out of state.

Web Site Developer

• Was instrumental in setting up and maintaining the Blacksox web site, creating player profiles, keeping on-line

schedules, and maintaining both team and player results.

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