Information Technology Technical Support
Resume:
Kenny Stiles
*********@*****.***
Professional Proficiencies
Highly motivated information technology leader with extensive experience in computer operations, hardware/software diagnostics, technical support, and troubleshooting. Utilizes a technically-oriented mindset to set realistic goals and solve advanced problems in high demand production environments. Possess additional capabilities in leadership, employee relations, team building, and asset control in Government & Healthcare Information Technology.
Education: Associate Degree (Information Technology)
27 Years in IT ( Level 3 and Higher )
Specialties: Management / Supervision
• HIPPA Compliance
• PC Deployment and Configuration
• Symantec Ghost Imaging
• Data Center Management
• Team Building
• Asset Management
• Employee Management via Peoplesoft,
• Help Desk Management
• HEAT 8.01 Support Call System & Remedy & Unicenter Ticketing System
• Windows Operating Systems ( 3.1, 2000, XP, Vista, 2000, 2003, and Windows 7.0 & 10.0 )
* Mac Troubleshooting & Mac Mail
• Microsoft Office Suite ( 1997 / 2000 / 2003 / 2010 / 2013)
• IT Troubleshooting
• PC Building
• VM Knowledge • Printer Repair & Maintenance
Experience: RSA Affiliate
Tech Support / Sys-Admin / Networking
October 2011 – Oct 2016
Takes care of Installs and implantation of Hardware and Software. Working with daily Help-Desk tickets and managing the call queue. Working with Exchange & Imail Servers also Active Directory. Supporting Windows & Mac for the Corporate Office & All locations that the company owns and Maintains. Working with Bomgar Remote System to manage Remotely & RDP when using the in house network. Working with outside vendors on Printers & Placing orders for the Corporate office and locations. Microsoft Account Manager also. On-Call Rotatio
Pc-Tech / Management (Baptist Health) / Cerner
Healthcare IT (McKesson )
October 1998 – August 2011 (12 years 11 months) McKesson IT
Management / Supervision • HIPPA Compliance • PC Deployment and Configuration • Symantec Ghost Imaging • Data Center Management • Team Building • Asset Management • Employee Management via Peoplesoft, • Help Desk Management • HEAT 8.01 Support Call System & Remedy & Unicenter Ticketing System • Windows Operating Systems ( 3.1, 2000, XP, Vista, 2000, 2003, and Windows 7.0) • Microsoft Office Suite (2000 / 2003 / 2010) • IT Troubleshooting • PC Building • Printer Repair & Maintenance
Raytheon Gunter Air Force Base & 3rd Level Help-Desk Engineer
September 1992 – October 1998 (6 years 2 months) Gunter AFB Montgomery AL
Taking 3rd level Support Calls to Support the Desktop V Contract for the Air Force personnel.
Provided training to the user support specialists on procedures and coaches them on technical and customer service skills.
Maintained database of help desk ticketing system. Acted as additional user support specialist and Managed group.
Provided reports on desk operations and issues regarding the firm’s customer base to management.
Creating and maintaining a team environment.
Ensure and check that consistent data entry and complete problem descriptions are included in all tickets.
Tracking customer's calls in help desk database.
Maintained strong working knowledge of standards and applications of approved firm.
Coordinated and work closely with department contacts issues of enhance customer relations and technical support.
Handled other tasks and projects as required
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