Help Desk Desktop Engineer

Jeff Kirvin

****@****.** 720-***-****

linkedin.com/in/jeffkirvin

Summary

You’ve probably never seen a desktop engineer like me. In over 30 years in IT, I’ve been a developer, web designer, DBA, trainer and more. But I keep coming back to my first love, the reason I’m in IT in the first place.

I fight for the users.

Yes, that’s a line from the movie “TRON.” But it’s also my guiding principle. I use everything I’ve learned to help the people doing the work get back to work. I’m not a Tier 1 dispatcher, and I have no interest in moving “up” to a sysadmin role. Been there, done that. My purpose is user support, and I’m damn good at it.

Maybe I’m just what your organization needs.

Experience

Support Engineer

PEI

Apr 2015 - Oct 2023 (8 years 7 months)

-Provided first line support for managed services clients

-Supported and managed Macs for clients

-Supported and managed Windows PCs for clients

-Implemented Addigy for Mac management

-Implemented ImmyBot for PC onboarding and management

Deskside Support Technician

Gates Corporation

Oct 2014 - Mar 2015 (6 months)

-Support over 1,000 users in Denver corporate headquarters and field sales agents across the country.* Provide quick turnaround on end of lease Dell laptops, transferring data and programs to new PCs and getting them shipped back into the field.

-Create and update documentation of IT procedures.

Windows 7 Migration Technician

UCHealth

Jun 2014 - Sep 2014 (4 months)

-Managed XP to Windows 7 migrations for thousands of users across Colorado.

-Mentored techs on the team, helping with advanced problems and training new team members.* Determined schedules and priorities for contacting users, arranging RAM upgrades and PC replacements.

Windows 7 Migration Technician

CenturyLink

Oct 2013 - May 2014 (8 months)

-Managed XP to Windows 7 migrations for thousands of users across Colorado.

-Mentored techs on the team, helping with advanced problems and training new team members.* Determined schedules and priorities for contacting users, arranging RAM upgrades and PC replacements.

Client Engagement Technician Kiewit

Apr 2012 - Sep 2013 (1 year 6 months)

-Provided desktop support to 80 users.

-Imaged and configured new hardware.

-Oversaw fiber run and data networking setup for new remote offices.

-Coordinated with other IT groups to implement a network upgrade from 6mbps MPLS to 50mbps cable Internet and 20mbps fiber.

Help Desk Administrator

Lohmiller & Company / Carrier West

Aug 2010 - Jan 2012 (1 year 6 months)

-Oversaw frontline user support for 100 users.

-Evaluated, planned and deployed desktop and laptop upgrades for entire company, also bringing all users up to Windows 7 and Office 2010.

-Evaluated, planned and deployed smartphone upgrades to 40 users, transitioning from Blackberry to Android.

-Assisted in redesigning and implementing complete server room refit, virtualizing most servers and rewiring switches and patch panels.

Help Desk Coordinator III

DISH Network

Jul 2007 - Jan 2010 (2 years 7 months)

-Mentored help desk staff on troubleshooting and analysis, reducing overall call times.* Provided after hours support for high severity issues.

-Coordinated with other IT groups to quickly resolve IT outages and reduce downtime.

-Documented key help desk processes to allow for increased redundancy

-Designed and implemented web-based self-service console for employee on-boarding, cutting waittime in half for new accounts and hardware

Help Desk

2-10 Home Buyers Warranty

Jun 2005 - Mar 2007 (1 year 10 months)

-Provided first line of IT support for over 800 users.

-Maintained fleet of Palm Treos with Goodlink for executive staff and sales representatives.

-Documented IT processes and found points of redundancy with potential for greater efficiency.

Consultant

Kirvin For Hire

Sep 2001 - Jun 2005 (3 years 10 months)

-Strategic analysis for prominent Silicon Valley systems company.

-SQL Server development and integration.

-Set-up, networking and optimization of mobile technology, using both Palm OS and Windows Mobile handhelds.

-Corporate training on mobile technology.

-Database normalization and cleanup.

-Small-scale web design and ecommerce.

Mobile Technology Specialist

CompUSA

Nov 2002 - Nov 2004 (2 years 1 month)

Web Developer

Arrow Electronics

1999 - 2001 (2 years)

-Designed and edited knowledge base for help desk personnel, providing faster access to common answers.

-Designed and edited web-based reporting system for tracking help desk statistics, increasing call efficiency by over 15%.

Programmer/Analyst

Air Force Pentagon Communications Agency

1990 - 1996 (6 years)

Education

Community College of the Air Force

Associate of Arts and Sciences (A.A.S.) Computer Science, Computer Science

Licenses & Certifications

Microsoft 365 Certified: Endpoint Administrator Associate - Microsoft

Issued Jul 2019 - Expires Jul 2024 863B160538FAD636

Microsoft 365 Certified: Enterprise Administrator Expert - Microsoft

Issued Aug 2020 - Expires Aug 2024 F01FEFB142E1BBD2

Microsoft Certified: Azure Security Engineer Associate - Microsoft

Issued Sep 2022 - Expires Sep 2024

EB8BCB84A7F2E95B

Microsoft 365 Certified: Security Administrator Associate - Microsoft

Issued Sep 2020 - Expires Sep 2024 6D1C70C2B3053B4

Microsoft 365 Certified: Teams Administrator Associate - Microsoft

Issued Oct 2020 - Expires Oct 2024 B985149D724AADA2

Microsoft 365 Certified: Messaging Administrator Associate - Microsoft

Issued Feb 2022 - Expires Feb 2024 37D6D35504A7A854

Microsoft Certified: Identity and Access Administrator Associate - Microsoft

Issued Oct 2022 - Expires Oct 2023

53133537383019A9

Skills

Cloud Computing • Infrastructure • Microsoft Exchange • Microsoft Teams • Security • Customer

Support • Analytical Skills • Mac • Microsoft Office • Software Installation

Contact this candidate