Information Technology It Support

CERTIFICATIONS

Results-driven Information Technology Specialist with a robust track record

spanning over 15 years, demonstrating mastery in a diverse range of technical disciplines. Adept at providing exceptional service in electronic and computer repair, IT support, and cutting-edge software applications. Proven ability to optimize system functionality, enhance user experiences, and drive customer satisfaction. Well-versed in leading and training teams, while maintaining a strong focus on process efficiency and continuous improvement.

WORK EXPERIENCE

CompTIA Network+

October 2008

CompTIA A+

March 2008

SKILLS

I.T. Knowledge Manager

Morgan & Morgan 2023

• Oversee all knowledge-related activities, ensuring efficient management, capturing, sharing, and accessibility of knowledge assets.

• Collaborate with departmental management to promote the use of company knowledge resources, enhancing overall productivity and information retention.

• Develop and maintain company Knowledge Articles using ServiceNow and SharePoint platforms.

• Spearheaded adoption of new systems and processes, ensuring timely availability of information upon process launch.

• Act as Product Owner for the AI-Based Virtual Support Agent, optimizing its functionality and user experience.

• Created and maintained a comprehensive website aimed at assisting new employees in onboarding and acclimating to company applications and systems.

PROFILE

• Problem Solving

• Strong Communication Skills

• Customer Service Oriented

• Excellent Attention to Detail

• Highly Organized & Dependable

• Dependable & Responsible

• Knowledge Management Expertise

• Lessons Learned and Best

Practices Identification

• Process Development and

Implementation

• Web Content Management

• Document Management

• Teamwork and Collaboration

• Training and Development

• Analytical and Critical Thinking

• Problem-Solving

• Decision Making

• Multitasking Abilities

• Cultural Awareness

K E V I N L A N N I

INFORMATION TECHNOLOGY SPECIALIST

Phone Email

*****@**********.***

Website

+1-954-***-**** kevinlanni.com

Ismael Tanon

Director of End User Services

Phone: +1-234-***-****

Email: ******@************.***

Ben Arnold

IT Quality Assurance Team Lead

Phone: +1-407-***-****

Email: *******@************.***

Ryan Colbert

Chief Intelligence Officer

Phone: +1-407-***-****

Email: ****@************.***

• Microsoft Office & Adobe Suite

• Salesforce

• Web Design

• Graphic Design

• ServiceNow

• SharePoint

• Conversational AI

• Computer & Electronic Repair

• Desktop Administration

• Remote Desktop & Server Support

• Printer Installation and Repair

• Electronics Repair

EXPERTISE

AWARDS

EXPERIENCE CONTINUED

Above & Beyond

Morgan & Morgan

August 2022

Above & Beyond

Morgan & Morgan

March 2021

REFERENCE S

IT Service Desk Trainer & Quality Assurance

Morgan & Morgan 2021 - 2023

• Conducted regular audits of Help Desk agents’ performance, identifying trends, and recommending process improvements to management.

• Facilitated training sessions for new hires, covering help desk protocols, customer service techniques, ticket creation, documentation practices, and basic troubleshooting methodologies.

• Developed and updated training materials for both help desk staff and the broader company, ensuring alignment with new processes and system changes.

• Monitored and evaluated help desk calls and tickets daily to uphold service and quality standards.

IT Service Desk Tier II

Morgan & Morgan 2019 - 2020

• Provided comprehensive technical support to end users, encompassing workstation setup, software and hardware configuration, printer and network troubleshooting, and software installations.

• Managed inventory of equipment, software licenses, and peripherals to ensure accurate asset tracking.

• Orchestrated PC deployment for new employees, adhering to standardized hardware, software, and Active Directory configurations.

• Demonstrated proficiency in problem-solving and conflict resolution, ensuring swift and effective issue resolution.

Field Service Engineer

World Wide Tech Solutions 2016 - 2019

• Provided comprehensive help desk support to end users, encompassing installation, testing, and configuration of new workstations, peripherals, software, networks, and printers.

• Managed inventory of all equipment, software, and software licenses, ensuring accurate tracking and timely replenishment.

• Orchestrated PC setup and deployment for new employees, utilizing standard hardware, images, and software.

• Assigned users and computers to appropriate groups in Active Directory, optimizing access and security.

• Strategically identified a major issue with the software licensing cost center, leading to significant financial savings for the company.

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