Help Desk Customer Service

D A V I D K E N N E D Y

** ** * *** * a Av e nu e • P a r ke r, CO 8 0138

* * * . ** * . 388 4 • d_ k e nn e d y@q . c om • www. l i nk e d i n . c om/ i n / d k e nn e d y5 S UMMA R Y O F QU A L I F I C A T I ON S

Expertise: Windows Server Administration Helpdesk Support & Management Exceeding Customer Expectations Accomplished Network Administrator with 12 years’ experience building outstanding technology solutions in service to organizational success. Proven expertise in providing outstanding support to internal and external clients leading to exceptional customer service.

CA R E E R H I S T OR Y & AC COMP L I S HME N T S

McREL International -- Denver, Colorado 2004 – 2017 Responsible for the implementation and maintenance of all networking and server infrastructure of $17M international education research and consulting firm supporting 3 locations across the United States. Network Administrator / Desktop Support

2006 – 2017

4 years acting as the help desk supervisor when my supervisor was unavailable i.e. vacations or sick leave

Continue to provide help desk support by resolving standard and escalated help desk tickets Continue to provide help desk support by resolving standard and escalated help desk tickets

Resolved over 500 help desk requests in the calendar year ending on 12/31/16

Worked directly with Senior Director of IT to produce technology plans for the organization leading to a highly reliable technology infrastructure spanning multiple remote offices in the U.S. and an office in Australia

Work with the IS / IT team to create a Service Catalog leading to increased team focus and efficiency

Hands on management of 40+ virtual Windows servers (2003, 2008, 2008R2, 2012, 2012R2)

Planned, and implemented upgrade of all VMWare host from 3.x though 6.x

Coordinated the successful migration of existing Exchange environment to Office 365

Administer Office 365 on a day to day basis

Developed and implemented new replacement desktop imaging process using SmartDeploy, which reduced creation of new images to less than one hour and dramatically decreased the deployments time of end-user computers

Researched and implemented a new helpdesk platform, Spiceworks, resulting in $10K annual savings

Researched and began to implement Ring Central as a VOIP solution which will result in $10K annual savings Desktop Support Specialist 2004 – 2006

Supported iOS and Android mobile devices

Resolve on site and remote hardware problems and software questions and issues for approximately 100 users at three locations, plus remote users at additional sites, for over 50 software applications.

Identify recurrent problems, determine resolution and enact solution.

Build staff capacity for using software and hardware; as well as train staff on company processes for presenting “Lunch and Learns”.

Collaborate with the Network Administrator to determine PC hardware and software specifications.

Image and deploy new PC and Apple computers, set up printers and scanners, troubleshoot Android phones and Polycom video conferencing issues.

Grow internal knowledge base by maintaining documentation on software installations, patches, help desk requests, and IT processes and procedures.

Comcast -- Greenwood Village, Colorado 2003 – 2004 Customer Support Account Executive

Provided Tier 2 phone support for subscribers and systematically resolved internet connectivity issues when connecting via Comcast cable modem

Created a new process document detailing the steps required to resolve a particular issue when no current process existed or the process currently in place was no longer accurate

Configured TCP/IP on subscribers home computers using the Win98x, Windows ME, Windows NT 4.0, Windows 2000 DAVE KENNEDY

Professional, Windows XP, Mac 9x and OSX operating systems

Created and routed customer trouble tickets using Remedy when escalation was required JD Edwards -- Denver, Colorado 2001 – 2003

Security Administrator II / Help Desk

Worldwide account and password administration (5000+ users) including account creation, account modification, account deletion, and password resets on the following systems: Windows 2000 ADUC, Microsoft Exchange, 2000, Various AS400’s, One World, IPASS Dial-Up Software, SecurID/Ace Server

Created FTP folders on both the Anonymous FTP server for Customer uploads and the Secure FTP server for customer downloads

Created over 40 ISO 9000 compliant procedures for use on company Intranet CE R T I F I C A T I ON S

Microsoft MCP Windows NT4

MTA – Windows Server Administration Fundamentals

MTA – Microsoft Operating System Fundamentals

ITIL v3 Foundation

VMware VCA - Data Center Virtualization

CompTIA A+, Network+, Security+

ICAgile Certified Professional

Scrum Alliance Certified Scrum Master

TE CHNO L OGY EX P E R T I S E

Microsoft Windows (9x, NT4, 2000, XP, 2003, Vista, Windows 7, 2008, Windows 8, 2012)

Email Systems (Exchange 5.5, 2003, 2010, 2013, Office 365)

VMWare (ESX 3.x, ESXi 4.x, ESXi 5.x, vCenter, vSphere, VMWorkstation, VMWare Fusion)

Storage: (NAS, SAN, iSCSI, Raid)

Networking: Firewall administration, Windows Active Directory

Backup: Computer Associates ArcServe Backup 16.5,

LiveVault Online Backup, McAfee Email Archival

Security: Trend Micro Antivirus, Palo Alto Firewall VPN: Juniper MAG ED U C A T I ON

University of Colorado at Denver – Advanced Certificate, Computer Networking

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