Kenneth C. Keefe

**** ** **** **, *** ***

Coconut Creek, Florida 33073

Cell 954-***-****

Email: ac76gv@r.postjobfree.com

Summary: Information Technology professional with over 20 years of experience in computer networking and desktop support management. Ability to bring proven skills into an organization to identify and overcome challenges, and raise customer support to a new level. ITIL certified, Six Sigma Green Belt and Yellow Belt certified.

Experience: Coverall Inc, Deerfield Beach, Florida (3/2016-11/2018)

Systems Administrator – Service Desk and Mobile Device Manager. Responsible for maintaining approximately 400 cell phones, assigning Samsung KNOX profiles, used Verizon Portal, Air-Watch and IN-Tune for device compliance and policies, perform Forensics on Legal cases using UFED4PC. Daily monitoring of servers and switches using Solar Winds. SCCM Console to monitor devices and cross reference for inventory. Heavy use of Active Directory. ITIL certified and strictly follow the ITSM processes. Laptop and desktop imaging\rollouts, and break fix.

EmblemHealth, Hollywood, Florida (11/2006-March/2016)) – Six Sigma Yellow & Green Belt Certified, ITIL Certified, Dell Certified

Platform- Windows 7 & 10, Windows Server 2003, 2008 R2, 2012

Hardware- Dell and HP PCs, HP Printers, HP/Compaq Servers

Applications-Office Suite 2013, VM Ware, Verizon, AirWatch, DameWare Remote, Active Directory\Active Roles, MS System Center, Red Beam Asset Management, Group Policy Manager, Spectrum Monitoring of Server Thresholds

Systems Administrator

Desktop and Network Manager responsible for daily maintenance of network infrastructure (PCs, servers, Switches\Routers, printers, phones (VoIP), cell phone administration, PC Lifecycle rollouts, Citrix Duo Authentication, ticket assignments and prioritization of workflow, monitoring & reporting on network health. Server maintenance (Patching, hardware repair/replacement).

NationsHealth Inc., Sunrise Florida (1/2006-8/2006)

Platform-WinXP, Windows Server 2003, Exchange 2003, MAC OS X

Hardware- Dell PCs, Dell Printers, Mac G5 PowerMacs

Applications-Office Suite 2003, Outlook 2003,Track-IT, DameWare Remote, Ghost, Active Directory, Citrix

Helpdesk Manager responsible for overseeing both the Helpdesk and Desktop support teams in multiple fast paced locations. Hands on approach to manage a team of 9 employees in a strict Pharmaceutical HIPPA compliant environment. Ensuring shift coverage, proper documented tickets using Track-IT, and escalation response. Setup clearly defined roles and responsibilities, meeting or exceeding SLA's. Measure staff's performance with various metrics, constantly striving to improve the efficiency and response time of the team. Provide statistical reports to monitor workflow and make improvements to our support methods and strategies

AutoNation, Ft Lauderdale Florida (8/2003-12/2005)

Platform-WinXP, Windows Server 2003, Exchange 2003

Hardware- Dell PCs, Dell Printers,

Applications-Office Suite 2003, Outlook 2003, Track-IT, DameWare Remote, Ghost, Citrix 6.0, Crystal Reports, ADP Payroll, Active Directory

Helpdesk Supervisor- responsible for making sure the Helpdesk staff assigns, documents and routes all trouble tickets properly, and that all Incidents are immediately escalated, all in accordance with Sarbanes-Oxley and ITIL. Tickets created and document using HP Service Desk software. Daily responsibility of keeping over 200 Auto Dealerships throughout the country up and functioning, communicating with each other. Direct liaison to upper management, supplying and analyzing daily statistical reports.

Robert Half Technologies, West Palm Beach Florida (8/2001-7/2003)

Clients: Landis Strategies and Holdings, Bank of America

Temporary Contract Position Various IT related projects, including desktop upgrades from Windows NT to Windows 2000, troubleshooting client’s applications, installing DSL Routers, and creating W2K servers.

Consultis of Boca Raton, Boca Raton Florida (8/2001-11/2002)

Clients: BE Aerospace, Champion Solutions Group

Temporary Contract Position Helpdesk Manager at client Champion Solutions Group. Delegate and monitor all helpdesk trouble tickets and their progress. Build and image all desktops/laptops using Ghost 7.0. Support and troubleshoot desktop related issues in house, and for our remote Sales force, using Windows 2000, Lotus Notes, Office 2000, MS Outlook/Exchange, PC Anywhere, and Citrix Winframe.

Florida Power and Light, Juno Beach, Florida (12/96-6/2001)

Senior Network Administrator: providing end user support for 250+ users in an Ethernet environment. Configure Windows NT & W2K workstations, laptops for remote dial-up access, and solved a variety of related desktop issues, all documented and tracked with Remedy software. Supported Human Resources Department setting up servers, printers, and PCs for the support of very high-level executives and very confidential data.

Accomplishments: Nominated/enrolled in the Mentor/Mentee program by the VP of Human Resources. Moved entire business unit to a different floor. Participated in cc:Mail to Lotus Notes conversion, Netware 3.12 to 4.11 to 5.1 conversion, Token Ring to Ethernet conversion, and rollout of Window 2000 to all workstations. Install and synchronize all managers with the Palm Pilots.

Hardware Platforms:

Worked on all levels and brands of PCs and MAC computers. These computers were either workstations, File Servers, or Firewalls with operating systems ranging from Windows 7, Netware, Unix(Xenix), MAC, DOS. I am thoroughly confident in my ability to build, support and maintain most types of computer system and manage the supporting staff.

Education: 1980-1984, East Stroudsburg University

English/Mathematics

Beaver College, Glenside Pa.

Novell System Administration CNE

Executrain Ft. Lauderdale Florida

Implementing Windows 2003 Server

Novell Netware 4.1 System Administration and Advanced Administration

Florida Power and Light Training

High Performance Supervision

New Horizons – Sunrise FL

Windows Server 2012

6 Sigma Yellow & Green Belt Certified

ITIL Certified

Dell Workstation and Laptop Certified

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