KEITH MCKENZIE

*** **** **** ******, *** *G

New York, NY 10065

646-***-****

ad2j86@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

•Experience in providing technical support for computer and networking systems.

•Robust ability to project manage multiple assignments within time constraints, budgets and deadlines.

•Advanced knowledge of MAC and PC software, hardware equipment and the ability to analyze and solve semi-routine and more complex computer related problems.

•Strong organizational, technical, customer service, written and communication skills.

•Skilled in systems troubleshooting, installations and maintenance.

•Immense interest in resolving problems and learning new systems, staying abreast of new technology.

•Mentor to team and junior colleagues.

•Hard-working, dedicated and proactive individual with the ability to exceed client and user expectations.

•Avaya, Citrix, VPN, Mac OS, Windows, Active Directory, JAMF, Adobe Suite, Teams, Remedy, Giva, ServiceNow, Webex, Cisco/Tandberg, BlueJeans, Zoom, Office 365, AzureAD, MFA, Kace, Sophos, Exchange, Endpoint Manager, Global Protect, iManage, Litera, Bomgar, Duo, Desktop Director,Blackberry Work

PROFESSIONAL EXPERIENCE

FRIED, FRANK, HARRIS, SHRIVER AND JACOBSON LLP New York, NY

Deskside Support Analyst Apr.2022 – Present

Serve as internal 2nd level Help Desk overflow support. Provide escalation guidance and support knowledge to Helpdesk.

Research, resolve and respond to complex incidents escalated by Helpdesk in a timely manner. Escalate problems to appropriate engineers when necessary.

Review, update and publish new support articles to the ServiceNow Knowledgebase.

Provide remote/in-person support to ensure customer productivity and satisfaction.

Provide WebEx/Teams/Zoom meeting technical assistance and AV support.

Document accurately and completely all incidents/requests and tasks into the ServiceNow incident management ticketing system in a timely manner.

Keep abreast of product updates and methods of support delivery to provide technically accurate solutions to customers.

Work with the Applications group on testing, troubleshooting and deployments.

Work with Operations group and assist with printer support, hardware image testing, and audio visual and remote hardware setups.

Provide high level executive support in a high volume, deadline sensitive work environment

INTERNATIONAL RESCUE COMMITTEE New York, NY

Senior Service Desk Technician Nov. 2021-Apr.2022

Support equipment, software and connectivity for Macintosh and Windows workstations and printers.

End User Device administration/configuration/support/troubleshooting.

Provide over-the-phone and on-site Level 2 assistance to users: problem identification, instruction, and resolution of problems.

Manage IT inventory, licenses, services, and support incidents.

Monitor and analyze service request/incident trends, anticipate potential problems for proactive resolution in ServiceNow and provided reports as requested.

FCB, NY New York, NY

Senior Technical Analyst, Team Lead, IT Coordinator/Project Manager 2011– Feb. 2020

•Responsible for technical support for 2000+users at 5 site locations in New York and Connecticut.

•Lead day to day operations for a team of 12 desktop support technicians. Served in a management role for the past five years.

•Assisted key agency stakeholders in articulating requirements ensuring technology support is working effectively across all groups.

•Accountable for all work assignments, mobile device management, AV support, purchase orders of IT equipment and inventory system for all locations.

•Managed outstanding ticket system to ensure timely and accurate resolution of issues within an SLA.

•Planned, executed and finalized projects adhering to strict deadlines delivering all projects on time.

•Collaborated with offices services team monthly to discuss and plan upcoming buildouts and projects.

•Coordinated with company Infrastructure Team on cloud apps and various projects including Windows 10/Office 365 integrations.

•End user technical support of both PC and MAC hardware, software and peripherals.

•Assigned and responded to desktop related incident tickets to determine appropriate corrective actions and/or escalation.

•Performed upgrades and installed updates.

•Conducted computer technology training with new staff.

•Researched and reviewed industry trends and surveys to stimulate improved productivity and end user satisfaction.

•Significant direct interaction with customers, exhibiting strong interpersonal skills with heavy focus on client relations.

SCHULTE, ROTH AND ZABEL New York, NY

Desktop Support Engineer 2001 – 2011

•10+ years of hardware engineering experience.

•Supported 1200 users in three global locations. Tracked work orders and service level agreements through GIVA ticketing system.

•Provided functional and technical support, troubleshooting and diagnosis of hardware and software problems.

•Executed diagnostic testing of PC equipment and printers to ensure optimal performance.

•Implemented an inventory tracking system enabling the firm to understand hardware reserves, control usage and reduce wasteful spending.

•Directed audio/visual support for onsite/offsite meetings and maintained conference room systems.

•Coordinated all office moves in conjunction with building services, including a move of 200 users and equipment to two newly leased floors, which was finished within 48 hours of start time.

•Desktop Support team was ranked #1 in law firm technology support in New York and #5 in the nation by American Lawyer Magazine in 2010.

BMG DIRECT New York, NY

Production Manager (2000-2001) 1998 – 2001

•Managed a production department that produced graphics for compact discs being sold through the BMG Music Club.

•Oversaw strict production schedule comprising 10 concurrently running cycles.

•Compiled value analysis reports to identify and resolve price discrepancies.

•Communicated and coordinated with various vendors, suppliers and sales departments to ensure orders were filled according to schedule

Production Coordinator (1998-2000)

PREVIOUS POSITIONS

SAKS FIFTH AVENUE New York, NY

Executive Assistant to CEO 1996-1998

MONTAUK MECHANICAL New York, NY

Administrative Assistant 1994 – 1996

EDUCATION

SUNY MORRISVILLE

CHUBB COMPUTER INSTITUTE

INTERESTS & AFFILIATIONS

NYCares

Team Leader

•Completed 250+ volunteer projects since 2010. Serve as Team Leader for projects with a focus on adult education, meal service and senior care

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