JEFFREY M. KENNEN

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

Newton, MA **466

ac727h@r.postjobfree.com

https://www.linkedin.com/in/jeffkennen

617-***-****

EMPLOYMENT HISTORY

Yardi Systems Sept 2016 – Present

*** *** ******, Waltham, MA 02451

Helpdesk Specialist

Responding to requests for technical assistance in person, via phone, email and or electronically via Skype, remote desktop or Go to Assist world wide.

Reimaging desktops and laptops through Dell’s KACE system.

Utilize Microsoft KACE management system to control the flow of the daily work order requests

Break/fix issues pertaining to Windows 7/10

Set up quarterly VP meetings with video media (tv/projector)

Maintain all printers and keep inventory and stock and order all toners

Handle walk-in/phone calls/emails and Kace ticket system for issues worldwide.

Backup and restore data as needed.

Setup, teardowns and relocations of workstations

Add/remove and change phone stations (areas)/subscribers

Install and update and troubleshoot issues pertaining to the Click Share screen share module

Writing IT documentation on “how to” as needed

Installing and updating software / hardware

Logging helpdesk interactions

Redirecting and or escalating technical issues to the appropriate resources

Basic network troubleshooting skills

Familiar with mobile devices (iPhone/tablets) setup and use

Utilize Active Directory for password changes/unlocks and add to groups and security

Excellent customer service skills

VPN – Global Protect installation and troubleshooting issues world wide

Mass Electric Construction Company Nov 2011 to May 2016

400 Totten Pond Road, Waltham, MA 02451

Desktop Support II / Field Support

Dell Certified in desktops

Dell Certified in laptops

Reimaging desktops and laptops through Acronis

Create a Master clone for each computer with a Factory fresh and Base line images Acronis

Utilize Autotask ticketing system to control the work flow of the daily work order request.

Break/fix issue pertaining to Windows XP & 7

Set up and trouble shoot iPhones (4, 5 and 6’s)

Set up and trouble shoot iPad issues

Maintain all printers and keep inventory and stock and to order all toners.

Install and utilize Forefront as an antispyware software.

Handle walk-in/phone calls/email and Autotask ticketing system issues for the Boston/New York/New Jersey /California/ Omaha and Kansas areas.

Backup and restore data when needed.

Setups, teardowns, and relocations of workstations.

Add/remove and change phone stations (areas)/subscribers (people).

Troubles shoot issues with Polycom/WebEx issues.

Utilize Bombgar to desktop into areas across the country to trouble shoot issues pertaining to desktop support.

Maintain/fix issues with 2010 M/S Office and Outlook

Utilize M/S One note

Taking monthly safety courses

Writing documentation

Lincoln Public School Hanscom Air Force Base Sept 2008 to Nov 2011

6 Ent Road, Lexington, MA (Hanscom AFB)

End User Support II / Help Desk

Apple environment OSX (10.4, 10.5) (iMac, eMac, iBook, MacBook)

Airport wireless and Ethernet connected computers

Provide desktop technical software and hardware support for a group of 300 + computers including upper level management.

Install updates, upgrades, moves, relocations and setups.

Support done by phone, in person, via email or by utilizing remote technologies (ARD – Apple Remote Desktop) and by School Dude ticketing/tracking system.

Backup of teachers/student’s data to servers

Troubleshoot issues in a timely manner pertaining to a help desk forum.

Performed system administration tasks in workgroup manager. Setting up users/groups, password changes and deletes from server.

Software installs, updates, troubleshoot network connectivity issues and performed system upgrades.

Re-Imaged desktops/laptops for both students and teachers.

Using Deploy Studio for making images & re imaging of desktops/laptops.

Resolved issues pertaining to printers.

Utilize School Dude ticketing system to enter and track all trouble calls

Support of Eno interactive Boards, white Boards, overhead projectors.

Support of the following hardware/applications: laptops, desktops, iPad, iPad carts, printers, copiers, projectors, overhead projectors, interactive white boards, hard drives, memory, FileMaker Pro 7, EasyTeach, Firstclass email, Schooldude tracking system, FasttMath, Lexia, EasyTech, SuperDuper Imaging, Apple Remote Desktop (ARD) and other software pertaining to a K-8 school system.

MIT Lincoln Laboratory July 2006 to July 2008

244 Wood Street, Lexington, MA

Desktop Support Technician / Help Desk

Provide desktop technical software and hardware support in a PC environment for a group of 300+ people including upper level management.

Troubleshoot issues in a timely manner pertaining to a help desk forum.

Support is done by phone, in person, via email or by utilizing remote technologies

Performed software installs, troubleshot network connectivity issues and performed system upgrades.

Re-Imaged desktops/laptops through Ghost for both classified and non-classified areas.

Resolved issues pertaining to printers.

Knowledge of networking in both classified and non-classified areas.

Provide support for daily, weekly and monthly backups.

Utilize Remedy ticketing system to enter and track all trouble calls

Support of the following: Microsoft Office 2003, Outlook, Project, Matlab, Visio, Drivers, Imaging, Patchlink, Bios, Compliance checker, update patches, printers.

Support of the following operating systems: Windows 2000 w/SP4, Windows XP, RedHat Enterprise, Fedora, Centos, Linux.

Tufts Health Plan Jan 1989 to Feb 2006

705 Mount Auburn Street, Watertown, MA

Lead HP3000 Database Administrator 2001 to February 2006

Senior DBA providing primary and secondary levels of 24x7 production support.

Performed database troubleshooting to resolve access, connectivity, data integrity and data structure issues. Monitor and fine tune when necessary to ensure optimal performance.

Assisted developers with the maintenance of test and development code. Provided technical support for software migration and controls within multi-platform environments.

Analyzed and implemented database tools and utilities. Coordinated upgrades/installations of database 3rd party software/tools and utilities.

Interacted with users on a daily basis.

Responsible for over 635 databases.

Performed capacity and structural changes in production and development systems.

Built new accounts, refreshed data (code and databases), and created new groups and users.

Troubleshot security issues, screened logons, user logons and any database issue.

Utilized, allocated, monitored, and assigned space.

DRP – Disaster recovery planning – provided support to the corporate HOT site.

Software Control Analyst 1999 to 2001

Provided analytical and operational support to IS staff.

In the area of software change control and electronic reporting, coordinated and facilitated the change control process for all applications software. Administered and supported the electronic reporting in a UNIX /Windows environment. This position required ongoing use of multiple third party software tools.

Lead Operations Analyst 1996 to 1999

MAESTRO (batch scheduling package) analyst.

Supported company-wide central information systems for all products.

Monitored, evaluated and assisted in adjusting processes for users on 14 systems. 5 UNIX HP9000 and 9 HP3000.

Monitored performance of all production processing.

Responsible for over 10,000 jobs per month

Assured optimum scheduling of batch processing.

Primary responsibilities included providing system administration for a networked cross platform scheduling package ensuring maximum utilization of hardware. Provided strong customer support to the programming staff and the user community.

Supervisor/Lead Computer Operator 1989 to 1996

Maintained and operated four UNIX systems (three UNIX series 9000, one UNIX series 6000).

Maintained and operated three HP systems (three HP 3000 series 996-500, one HP 3000 series 996-300, one HP series 959-200).

Ran nightly backups.

Stored & restored files to and from system.

Set up production jobs.

Perform maintenance and upkeep on all printers and tape drives.

TECHNICAL /SOFTWARE EXPERIENCE

Windows 10 Office 365

Windows 7 Arconis

Macintosh OSX Work Group Manger

Windows XP Printers (standalone & networked)

Windows 2000 Backups

M/S Office 2003/2010 Network connectivity

Outlook 2003/2010 Red Hat Enterprise/Linux

Installing drivers Disaster recovery planning (DRP)

Dell Desktops Active Directory

Dell Laptops Corporate Compliance Regulations (CCR)

IBM Laptops Imaging (Symantec Ghost)

HP Laptops Installation of software / hardware

DATABASE /SOFTWARE EXPERIENCE

Image/SQL - SQL 02A.G3.32 (6 months)

Oracle 9.i (6 months)

Allbase - SQL environments G.0

HP3000 Proprietary Database - Turbo Image C. 75.00

Bradmark (DBG) - DBGeneral 7.4.16

Serena - E-Changeman 5.4 (previously Diamond CM software control)

Tidal - OCS Librarian 4.6

Solution Soft - Espace A2.09.05

NSD - Nerdd 2.7

Roc – MAESTRO (previously Serena software)

VI Editor

EDUCATION AND TRAINING

Apr 2006 Administering a Microsoft SQL Server 2000 database

Mar 2006 Programming a Microsoft SQL Server 2000 database

Mar 2006 Querying Microsoft SQL server 2000 with transact-SQL

Dec 2005 SQL Programming and Relational Database Design

May 2005 Relational Database Concepts

6 months On the job training on Oracle 9i and SQL

AFFILIATIONS

Ancient Free and Accepted Masons Newton, MA Garden City Lodge

Loyal Order of Moose Waltham Lodge 1018

GOVERNMENT CLEARANCE

Secret (inactive as of July 2010)

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