Kyle C. Redd

(***) *** – **** aczkw4@r.postjobfree.com

PROFESSIONAL SUMMARY

4.5 year Air Force veteran with experience working in strict environments, time critical

** ***** ** ** ********, laptops and printers

Over twelve years industry experience (masters equivalent)

Help Desk Support – Troubleshoot application problems, network connectivity, and end-user IT support

Key strengths include ability to handle high-pressure situations, tight deadlines, working as a team member to meet and exceed the needs of customers and organization.

Ability to adjust to new products and services quickly.

Proficient with IBM Tivoli, Service Now, Service Desk Plus, and Remedy service request software

PROFESSIONAL EXPERIENCE

INSUSA 09/2016 – Present

Successfully troubleshoot Tier 1, Tier 2, and some Tier 3 service issues in a timely Manner

Create and maintain production support documentation including technical support documents and end user instructions.

Provide first-level support in the areas of Citrix, JDE EnterpriseOne, and PC software applications, desktop/laptop hardware, mobile devices, and networking.

Familiar with maintaining Programs such as Worldox, Westlaw, and Amicus.

Other tasks and duties as assigned.

Coordinate with vendors to solve issues under their charge.

Administer changes to active directory and group policies as needed.

Reyes Holdings/Mastech 07/2016 – 09/2016

Receive and accurately record details of problems reported to the ITSC to include status and resolutions to problems.

Successfully troubleshoot, diagnose and resolve Tier 1 and Tier 2 service and support issues.

Provide accurate Tier 1 and Tier 2 services and support metric reporting (i.e., call tracking) as required.

Handle the efficient escalation of customer service and support issues to the Tier 2 & 3 support team.

Manage execution of assigned tasks against detailed project plans that facilitate the timely completion of

Infrastructure objectives.

Create and maintain production support documentation including technical support documents and end user instructions.

As a team member, discuss with team to evaluate and maintain assigned policies and procedures to keep them current and efficient, and present to supervisor.

Provide first-level support in the areas of Citrix, JDE EnterpriseOne, and PC software applications, desktop/laptop hardware, mobile devices, and networking.

Maintain skill level sufficient to provide such support.

Respond to error messages by resolving issue or escalating to appropriate support personnel.

Other tasks and duties as assigned.

Project Leadership Association 02/2016-07/2016

Excellent customer service skills, ability to deal with customers professionally over the phone and in person

Tier 1,2 service desk, knowledgeable in Windows 7 and 10

Microsoft Office 2010 migration to office 360

Outlook/Exchange

Active Directory

Virtualization technologies

WellPoint/Anthem 08/2014 – 03/2016

1.PC Related Service Request Fulfillment

Imaged, setup and deployed Desktop and Laptop Computers

Installed and setup PC Peripherals

Moved and tracked PC related hardware

PC Software Installation, Including Microsoft applications, Shrink-wrapped applications, development tools and internal applications

2.PC Related Incident Support – Tier 2 Support

Provided Second tier technical support for multiple products to internal associates via Remedy tickets

Supported, troubleshoot, repaired or replaced PC Hardware and related peripherals

Supported, troubleshoot and remediated software related issues

Proficient with IBM Tivoli service request software

Used Windows command line tools to troubleshoot connectivity and login issues

3.PC Related Asset Management

Tracked computer related equipment from an Asset Management perspective

Utilized the Asset Management Software and supported hardware to ensure accuracy and completeness of computer related equipment inventory

4.Mobile Device and Video Conferencing Support

Supported and deployed standard corporate Mobile Devices

Supported for Video Conference and Audio-Visual Support for meetings and internal events

5.Individual Skills Development

Provided quality customer service when interacting with all associates

Developed and improved strong customer service, communication and technical skills

Used applications such as Dameware, RDP, Citrix, and terminal services to remotely connect to Windows desktops

Microsoft Windows Desktop operating systems knowledge: resolved issues that can be completed remotely utilizing remote access tools

Supported the Networking, Server and Telecom teams as needed

Redd’s Network Solutions 05/2012 – 12/2014

Installed Windows XP/Windows 7 Service Pack 4 on computers; set-up Core Automated Maintenance System

Help Desk Support – troubleshoot application problems, network connectivity, and end-user IT support

Installed and configured software operating systems; applications, and hardware

Scheduled and Set-up/Breakdown Video Tele Conference

Computer Auditing - Checked workstations for proper software and removed any unnecessary software

IT equipment custodian (workstations, notebooks, printers, blackberries and other handheld devices)

Help Desk Support - troubleshoot application problems, network connectivity, and end-user IT support

Rebuilt workstations - removed all client information and reinstalled other programs, reloaded personal information and profile back on to workstation

Ran systems diagnostics and determined cause of hardware and software failures

Removed and replaced components and peripherals to restore system operation

Created and assisted with the creation of File Plans

Excellent PC and communication skills and proficient in MS Office

Experienced in Blueprints and schematics reading

Well versed in Fiber optic and copper installation, design and connectivity

NET 100 01/2012 – 11/2012

Installed and troubleshoot desktops, laptops & printers: software and hardware as well as communication cable systems throughout new and existing Buildings; Desktops, laptops DNS, DHCP and network connectivity

Performed service calls throughout the DMV area; installed and terminated patch panels, 110/ 66 blocks, and Fiber Optic patch panels; fusion Splice, Uni-cam, or polish fiber optic strands; terminated CAT-3, CAT-5, and CAT-6 Cables; cross connected from analog telephone system to digital VOIP system

Allegis 05/2010 – 01/2012

Installed and tested VOIP systems for the Allegis groups Offices in the DMV area; lead a team of five or less with the installation of phones and other equipment throughout each office; cross connected equipment to work over the VOIP system

Created timesheets and progress report for team members to insure timely delivery; installed and troubleshoot desktops, laptops & printers: software and hardware

Rosendin Electric (Network Division) 02/2005 – 02/2010

Managed installation & connectivity projects for renewable energy wind power plants throughout the United States

Designed, revised, spliced, tested and troubleshoot underground and above-ground communications systems

Proofread and revised blueprints, partnered with other trades to optimize work quality during fiber optic installation from turbine to turbine and turbine to sub-station

Followed fiber optic outside/ inside plant standards to include both single and multi-mode fiber optic cables

Supervised and trained other technicians on practices use on Wind energy Power plants

United States Air Force 738th EIS/RRFC 12/1997 – 05/2005

Developed proficiency in the installation and maintenance of Single and Multi-mode Fiber optic, CAT-5, and CAT-6 high speed data cables, along with outside/ inside trunk cable

Supervised the engineering installation team responsible for installation, maintenance and repair of telecom support systems; LAN/ WAN distribution systems, buried and aerial copper core and fiber optic cable supported systems

EDUCATION:

U.S. Air Force Technical Training 1997- 2002

Westwood Technical College 2003- 2004

Foothill College 2004-2009

Lincoln Technical College 2010- 2011

New Horizon CTC 2014- 2015

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