Technical Support Desktop

KEVIN W. YENDES

********@*****.*** Mobile Phone 574-***-****

**** ******** *****, ***** ****, Indiana 46614

PROFESSIONAL PROFILE

Technical computer professional with over 10 years of experience in networking, systems administration and desktop support providing solutions for growth for the organization. The ability to assume responsibility to carry out tasks with minimal supervision, as a computer technician / consultant/instructor.

PROFESSIONAL CERTIFICATIONS

Comp TIA A+, Network + Certified, Dell, IBM / Lenovo and HP Desktop and Notebook OEM Service Certifications

SUMMARY OF QUALIFICATIONS

Active Directory, VTC Support, GPO’s, Routers, Switches, Firewalls, TCP/IP, DHCP, DNS, Network and local Printer Support

Imaging / Reimage of Computers / Workstations for Windows OS 10, MS Office Suite / O 365

Computer Asset and Management for up to 35,000 Users / Computers through the use of Ticketing Systems

SCCM, Software Installation of Application Software, Anti-Virus and Malware Software and Remote Assistance through Specific Software / Appliances

Analysis and Repair of Computer Hardware Components (fix/break)

Remote Administration and Advance Technical Support of Users and Computers

CAREER HIGHLIGHTS / PROFESSIONAL WORK HISTORY

TATA Consultancy Services Ltd / Anthem Insurance Company 11/2021 to Present

Advance Technical Support Remote Edison, NJ

Contract Position

Hired as a remote advance technical support level II position. Remote administration and technical support for approximately 45,000+ of Anthem’s personnel that were moved from office complexes to a residential worker force. Using a ticketing system Service Now to acquire and track end user issues and solutions. Handling any computer issues that the Level I help desk technicians can’t diagnose and find solutions to the issues facing an at home work force. The issues vary from hardware equipment diagnose, network issues, bit locker, VPN, AS 400 main frame servers for account and user unlock. Web sites and browser extensions issues, O365, email, and various specialized software applications and certification problems. Interacting with company personnel to remote into computers to diagnose and repair the software problems that arise from a remote work force using several different administration programs. Pushing software and reinstalling software through SCCM and on occasion requiring editing of the registry files. Consulting with Senior Technical advisors to find solutions to unique problems that arise on occasions.

Cincinnati Bell / NiSource (NIPSCO) 9/2021 to 11/2021

Technical Consultant South Bend, In

Contract Position

Hired to assist in the deployment and training of Ipad replacements for Nipsco Field Personnel. Company was replacing their laptops for Ipads for their field personnel. Trained users on how to work with Ipads and assisted in training of software applications for end users. Conducted training classes on the use and set up of individual Ipads.

KEVIN W.YENDES PAGE II

Rose-International / Raytheon Corporation 9/2019 to 3/2020

LEVEL III COMPUTER TECHNICIAN Fort Wayne, In Contract position

Hired for a windows 10 upgrade project, was moved into a Level III Technician position, handling software and hardware issues that the level I & II technicians could not remedy. Site had 750 computers and 650 users. Supported 20 Video Conferencing Centers, imaged computers, diagnosed and fixed operating systems errors, custom software installations and repairs, investigated hardware equipment issues and applied repairs. Asset management, data migration, contributed on various projects assigned by management, warranty liaison with computer manufacturer.

Tek Connexion / Hydro Extrusion North America 2/2019 to 8/2019

IT INFRASTRUCTURE ANALYST Elkhart, and North Liberty, In

Short Term Contract Position (Medical Replacement)

Facilitated and managed multi-site IT infrastructure to include ransom-ware attack and recovery of all local systems, network implementation, hardware installations, maintaining local area network hardware and network communication services. Successfully managed / co-managed multiple large-scale network and infrastructure projects including asset management migrations, data migrations, OS, application refresh upgrades, PCs, software applications, MF printers, routers, switches and system updates. Consulted with corporate management to implement system and infrastructure solutions including IT policies via regular local infrastructure and system audits. Provided enterprise-level operational and technical infrastructure support for 450+ end users. Analyzes, troubleshoots and repairs issues relevant to internal network platforms (switch management / connectivity issues / WAN / LAN / WAP / DHCP). Administered daily user and security group management via Active Directory. Daily execution of SCCM, Active Directory, and other key profile applications including user and group policy management, dedicated account management and permissions, application and software distribution. Managed administration of system resources, MS Office Suite management and local platform readiness.

Smart Source Technical Staffing Solutions, Inc. 3/2017 to 2/2019

Abbott Labs Nutritional Division Sturgis, Mi

Administrative Desktop Support Level III

Contract position.

Provide all technical local support for 500 users/computers in a 750,000 square foot manufacturing plant and administration facilities. Perform Administrative support for asset management, and software management. Effectively troubleshoot and resolve networking equipment issues, manufacturing computer issues, desktop support issues, Printer Server administration for client/end-user intranet access, and perform system upgrade tasks. Warranty liaison with computer manufacturer, and imaging / setup of computers for OS 7 or 10.

Lane Automotive 9/2016 to 2/2017

Technical Support Technician Watervliet, Mi

Contract position

Technical support technician desktop support, networking support, technical engineer for automated inventory control/delivery system. Provided desktop support for over 400 onsite and remote end users. Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications. Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software

KEVIN W.YENDES PAGE III

Tek Systems / ZimmerBiomet 1/2015 to 1/2016

Deskside Support / VIP Support / Computer Technician Warsaw, In

Contract position

Help desk, VIP support, deskside support-computer technician. Configured and troubleshoot Windows operating systems 7,8,8.1,10, IPhones, Macs, and IPads. Provided desktop support for over 35,000 onsite and remote end users throughout the United States and Canada with software, hardware and networking issues. Extensive Work with Active Directory. Repair of laptops/desktops, and warranty liaison with computer manufacturer. Performed network administration functions, set up network user accounts permissions, reset passwords, and administered group policies via Active Directory. Added printers to Printer servers for client/end-user intranet access.

Pomeroy IT Solutions Sales Company 6/2014 to 9/2014

Whirlpool Corporation Benton Harbor, Mi

Desk Side Support

Contract position Hardware and Software Support for Whirlpool call center, imaging of Win 7 OS, custom software applications and deployment of desktop and laptop computers to end users. Network, antivirus and malware support, fix/break work, remote repair/assistance to end users in the field. Extensive Work with Active Directory

Worldwide Tech Services 7/2013 to 6/2014

Field Service Computer Technician Tewksbury, Ma Computer repair technician in the South Bend, Indiana area. OEM/Warranty hardware work for manufacturers: Dell, IBM/Lenovo, HP and various other manufacturers, television manufacturers: LG, Visio, Sony, Sharp, and other manufacturers. Repair/Replace Components in computers and televisions.

National College 8/2012 to 9/2013

Adjunct Professor South Bend, In

Instructing students in the Internet Technology Field of study, MicroSoft Operating Systems, hardware and software (A+), networking (Net+), and Desktop / User Services. Instruction is lecture and hands on labs based.

COMMUNITY ACTIVITIES

Free Geek of Michiana 2002 to 2012 Computer Technician / Trainer - Senior Volunteer South Bend, In

Managed the warehouse, and was a computer technician / trainer for the volunteers of a not for profit organization that provides computers to low income individuals and not for profit organizations.

EDUCATIONAL HIGHLIGHTS & CAREER TRAINING

Ivy Tech Community College South Bend, Indiana May 2012

Cum Laude Graduate

Associate of Applied Science (A.A.S.) in Computer Information Technology

Dean’s List, Cisco Club President, Member of Ivy Tech’s Cyber Defense Competition Team

Areas of concentration, Cisco (CCNA) and Microsoft

Signal Learning Mishawaka, Indiana June 2003 Technical Training in Microsoft Certified Systems Engineer [MCSE2000]

Information Technology Program

Indiana University Bloomington / South Bend, Indiana

Bachelor of Science in Business (B.S.) in Marketing

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