It Support System Engineer

Kyle.Johnson

Mesa, Arizona

IT Technical Specialist and System Engineer

480-***-**** - ***********@*****.***

Professional Summary

A Proficient and goal-oriented worker and Information Technician with close to a solid 10 years of experience providing various demands of support, ranging from troubleshooting, and managing to maintaining SLAs at both the the small business and enterprise levels. Experienced with remote and in-person troubleshooting and resolution of issues varying from forgotten passwords with client applications to issues with the software itself, from Active Directory issues to responsibilities to manage company Inventory and assets.

● Knowledge of installing & and

replacing servers, workstations, and

all sorts of mobile devices.

• Skilled, team-focused, and goal-oriented worker, with the intention of growth in mind.

• Skilled with provisioning, troubleshooting, and disposal of company assets as aging requires for both on-boarding and off-boarding employees.

• Maintain documentation and keep Knowledge Base tools and write-ups made available for user access up to date.

● Experienced in creating & and managing the company's user accounts for all necessary systems and software.

● Great interpersonal skills and treats all others with respect; mutual or otherwise.

● Experience dealing with performance monitoring systems such as software like Meraki, and Power BI along with support and troubleshooting large amounts of other necessary software and hardware.

• Quick learner and eager to dive into any certifications or programs with focused intent and experience to further increase productivity for the company and myself as well!

Information Technology Engineer II at RR Donnelly,

- Jan 2024 - Present

● Serve as technical liaison with various clients and users alike to ensure all targets and requirements regarding tech needs are completed on schedule and within scope.

● Responsible for deployment, provision and troubleshooting for all company assets; servers, workstations, mobile devices, hot- spots, etc. for this state's new hires weekly.

● Responsible for new software or system installation and involved in maintaining Inventory assets and storage needs. Every week complete inspections and level counts, and order all essentials to get the approval to keep on schedule.

● Develop and manage all devices according to the specific needs and all security requirements.

● Cultivate and maintain client, user, and vendor relationships, and be available to be reached in chat, on cell, or by email if the ticketing system or severity calls for direct contact.

● Collaborate and support a team of associates in loads of different dept. responsible for delivering the technical IT Support expertise Technician of all issues by and TEKsystems; client projects, (Contracted including maintenance. to RRD), - Jul 2022 - Feb 2023 Senior Coordinator, IT L2 IT Support (contracted w/ Insight Global 6-mo contract to work for WSP)

● Serve as technical liaison with various clients and users alike to ensure all targets and requirements regarding job stopping and on-site needs are completed on schedule and within scope.

● Weekly visits if necessary, but if nothing else, then remote support / regular visiting to the several other offices in in these Arizona offices; Tempe Phoenix, and Tucson.

● Responsible for the initial receivable of new hires device, and steps to take for the other task isl; off-boarded to User'' are ensured to return all necessary of equipment late hire would receive be received in a timely manner.

● With having the OS already installed on devices from the Depot, it is best to ensure all necessary windows updates and correct drivers have been downloaded and installed, and of course confirmed after completing installing.

● Responsible for new software or system installation and involved in maintaining Inventory assets and storage needs. Every week complete inspections and level counts, and order all essentials to get the approval to keep on schedule.

● Develop and manage all devices according to the specific needs and all security requirements.

● Cultivate and maintain client, user, and vendor relationships, and be available to be reached in chat, on cell, or by email if the ticketing system or severity calls for direct contact.

● Collaborate and support a team of associates in several different departments and several buildings that I responsible for all on-site duty and communication with various other dept to reach the usual resolution. Also responsible for delivering the technical expertise of all issues and client projects, including maintenance, while being to communicate and work along side those techs from the different departments. Professional Experience

Relevant Skills

- Feb 2023 - Nov 2023

IT Support Specialist at Allstate Identify Protection, Oct. 2021 - Feb 2022

● Responsibilities from time in contract for Trick Dog Technologies, working at AIP, are the same as below and expanded.

● Developed great working relationships with users and managers out on the call floor and allotting time to be available every day at critical times made everyone's job much smoother.

● Same duties as well as various other duties as listed the exactly below shown in the Trick Dog Tech. contract doing the same work at Allstate Identity Protection as an "IT Support Specialist IT Support Specialist: Contract (Trick Dog Technologies to do above at AIP),

- Jul 2021 - Oct 2021

● Provide experience and guidance in Office Suite's and Google Suite's applications.

● Imaging, shipping, and deploying new user workstations (PC as well as different iOS and Mac products)

● Coordinating on-boarding & and departing employees and contractor's hardware returns and updating and resolving termination tickets

● Coordinate, diagnose, and troubleshoot all tickets coming into the Tier I queue. These issues are quickly evaluated and addressed by the Tier I team, if not, I am responsible for using my judgment to escalate and pass to the proper team so that a specific or unique ticket is resolved.

● Support internal employees with technical assistance and issues related to any sort of on-site or off-site IT needs.

● Consistently work to exceed goals for hitting proper SLAs. For example, the number of tickets closed while providing system-level support for clients to troubleshoot issues, improve performance, and apply enhancements.

Education

High school Graduate - Class '07

Aways taken in knowledge by either reading, courses, or some hands on. Continujes learning is one of my favorite desires.

Additional Experience

Experienced working for myself performing computer and various hardware repairs and resolution from promoting myself with flyer's and word of mouth to gain clientele.

Avid gaming/custom computer and video card and processor enthusiast. Especially when I can afford the fun new gear!

Recovering Rock-Climber but my running needs some work

Use to writing documentation and guides describing the steps completed for a new issue iin order to contribute to the team's Knowledge Base.

● Responsibilities the same as above while working as an FTE at RRD

● Responsible for imaging, shipping, deployments, operations, and maintenance for various client equipment and environments with unique security measures in place.

● Maintain high marks in the SLAs by prioritizing tickets coming from different sources, starting with ServiceNow ticketing queues, walk-ups, cell-contact.

● Along with the priority of the Tier 2 service queue, I enjoyed becoming a go-to guy in the office who can always lend a hand. Generally, for the general admin of both sites I supported, Tempe, AZ & and Phoenix, AZ.

● Acted as a technical resource on multiple technology upgrades or replacement projects including. firewalls racked, and various types of servers and battery backup devices.

● Diagnosing/troubleshooting issues with enterprise-level applications; Installing/uninstalling/ repairing general as well as propriety applications

● While ensuring compliance with company programs, policies, and procedures responsible for assisting and guiding business users and colleagues as appropriate.

● Experience supporting and being responsible to remain On-Call 24/7 in case of emergencies and to be easily getting a hold of.

IT Support Technician by TEKsystems; (Contracted to RRD), - Jul 2022 - Feb 2023

Contact this candidate