IT Specialist Support
Resume:
SKILLS
ABOUT ME
EDUCATION
TECHNOLOGIES
Over ** years of dedicated IT experience working in industries including: real estate, banking, finance, entertainment, international cosmetics and IT services. In doing so, I have been able to further my ability to increase the efficiency of these businesses. My goal is to increase users'(my customers) ability to do their job properly, effectively and without technical limitations, all while still reaching the goals set out by my superior. I understand the balance and importance of prioritizing individual customer needs and completing the tasks I am assigned.
*****.*****.****@*****.***
KEVIN D. HESS
CALIFORNIA STATE POLYTECHNIC UNIVERSITY - 2015
Bachelor of Science in Business Administration - Concentration in Information Systems IT Support & Help Desk Management
Hardware & Software Troubleshooting
System Imaging & Deployment
Network Configuration & Administration
Patch Management & System Updates
User Training & Technical Documentation
Compliance & Security Implementation
Conference Room & White Glove Support
VOIP System Setup & Maintenance
Virtualized Domain Administration
Backup & Disaster Recovery Solutions
Ticketing & Project Management
Onboarding & Offboarding IT Support
Remote & On-Site IT Assistance
Operating Systems: Windows (Server 2003, 2008, 2012 R2, XP, Vista, 7, 8.1, 10, 11), macOS
(Leopard – Present), AppleTV & iPad, Linux (User Interface Familiarity). Networking & Protocols: TCP/IP, Wireless Access Points (WAPs), VPN, DNS, DHCP, MAC Addressing, Ports & Subnets.
Systems & Applications: Active Directory, Group Policy, Microsoft Exchange, Jira, Okta, Box, IT Glue, Continuum, AMSI eSite, Entrata, Nexus.
Backup & Security Technologies: Symantec GhostCast/Imaging, Storagecraft ShadowProtect, Trend Micro Officescan, System & AS400 Backups, DBAN.
Remote Access & Virtualization: LogMeIn123, TeamViewer, Citrix. Communication & Collaboration Tools: Cisco Webex, VOIP Systems, Microsoft Office 365 Other Technologies: OpenDNS, Sonos, ARLO.
Work History
IT Technician, MGM Studios - Beverly Hills, CA
TV/Film/Entertainment Industry [Contract] - (June 2022 - Dec 2023) IT Help Desk Analyst, JRK Property Holdings - Los Angeles, CA Real Estate Investment Firm - (September 2018 - October 2019) IT Help Desk, Vons Credit Union - El Monte, CA
Top 20 Certified Credit Union Nationwide - (September 2017 - March 2018) Handled all day-to-day technical needs of a $5 billion dollar real estate holdings company as part of a four-person IT Department. Supported all connected devices for 100 local users as well as 500 off-site users across 4 hotels and 80 apartment complexes.
Rebuilt physical network during hotel redevelopment/renovation. Supported 100+ local and offsite users in a 100% virtualized domain. Worked with upper management and application developers in a pre-production environment to test and implement changes to the VCU Online Banking App. Managed Teamwork t icket and project portals for IT department and Contact Center.
Executed the technical transition for 500+ remote and local employees from MGM to Amazon Planned and implemented email/ archive cutover from MGM domain to Amazon including complete hardware conversion for all employees Trained users on how to maintain access with their Amazon assets Provide technical, white glove and conference room support of day-to-day business of on- site and all remote users
Freelance work in 2020
Set up the television truck for the Golden Globes, supporting the live footage before being broadcast on live TV.
8 PC’s in the truck all communicating with our on-prem hardware as well as the systems used by the TV Network
Installed all the technology requirements within a 3-day window for offices in a hospital that was under construction in order to meet compliance. Imaged 500 chromebooks under strict compliance with the requests of the School District Update machines, install software, security features, theft prevention, asset tagging for record keeping
Freelance work 2024-Present
Provide technical support for small and large businesses, hospitals, ensuring smooth setup of PCs, routers, LAN, and WAN networks. Turn empty trailers into offices by installing switch hubs, cable drops, punch downs and security cameras.
Experience installing door locks and cable runs to install cameras in warehouses. Perform cabling and network installations to establish secure and efficient connectivity.
Deliver prompt and reliable support, enhancing user experience and optimizing system performance
Troubleshoot technical issues in person, addressing hardware, software, and network problems to ensure minimal downtime.
Work History
IT Specialist, Markwins International Corporation - Walnut, CA
(June 2015 - March 2016)
IT Help Desk Technician, FCI Lender Services - Anaheim Hills, CA
[Contract] - (July 2016 - November 2016)
Lab Technician, Cal Poly College of Business - San Luis Obispo, CA
(June 2010 - April 2013)
Upgraded 120+ users to Windows 10 in one week with less than ten hours combined downtime. Worked with and manipulated Spiceworks Ticket Portal/Inventory/Reports/Knowledge Base and maintained server. Upgraded VOIP phone system software for entire company. Created ‘How- To’ documents to expand the knowledge base for backup/secondary roles. Handle daily help desk roles for 120+ employees, handling all hired/ modified/terminated users.
Set up classrooms with computer systems (hardware/software/imaging) to accommodate 200+ users daily.
Demonstrated to professors simplest techniques to utilize computers, tablets, printers, and projectors.
Troubleshoot hardware and software problems on short notice to maintain a productive work environment.
Worked in conjunction with the tech team to assist the System Administrator. Served as the first line of technical support to 150+ users in a corporate office, warehouse, as well as main IT support for an off-location company office. Provide assistance with user problems including: Outlook, Lotus Notes, Microsoft Office, Adobe Creative Cloud, VOIP phones, printers, initial user setup, FTP, VPN, conference calls, company-specific software problems. Helped transition and setup CISCO VOIP phones for 60+ users. Centralized Services Engineer, Technology Advisory Group - Warwick, RI
[Contract] - (March 2017 - July 2017)
Responsible for patch management for over 1200 machines across 100 client networks.
Assisted Network Administrators/Implementation team on-site with projects
(install and setup backups on all machines, adding/swapping physical servers, user hardware upgrades.)
Worked on-site at clients' offices and set up management software (AV, OpenDNS, Logmein) onto any and all connected machines on the network.
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