Joseph (Joe) Kelso

San Francisco, CA *****

415-***-****

adjr50@r.postjobfree.com

Overview:

Thoughtful, patient and passionate support technician with extensive experience including network administration, project management, application support and computer hardware/peripheral support with a strong devotion to customer satisfaction. Skilled at driving for process improvement and office automation either on the customer side or within, to improve workflow efficiency. Professional Experience:

Stand 8 @ CBS Interactive and Red Ventures

Sr. Technician, Client Services & Support - San Francisco, CA Sept 2019 - Present Contract position supporting local and remote users (Mac/Windows 60/40), multifunction printers, new-hire laptop build procedures and maintenance of all conference room A/V equipment. Key partner in ensuring Windows 10 migration efforts as well as solid inventory management of all computer assets. Supported divisions within both companies: c net, GameSpot, CBS All Access as well as local HR, Facilities and Finance groups.

CH Reynolds @ AirBnB

Desktop Support Technician July 2019 - Sept 2019

Contract position supporting all staff at four of their buildings here in San Francisco as well as remote staff when needed. The environment was 90% Mac laptop/desktop/handheld based. Supported A/V and ancillary equipment for all conference rooms in each building, Xerox Multifunction devices on every floor, joined other staff to support new hires during orientation weekly and provided assistance daily with inventory management.

Freeman Co.

IT Desktop Support Technician Mar 2018 - Feb 2019

Full time (Jul 2018 to Feb 2019) - Supported office of 60+\- users as well as remote users in the Bay Area and beyond. Both PC and Mac, mobile devices using MS Office 365, Adobe Creative Cloud, Box, WebEx and OKTA verification. Assisted with laptop refresh programs, both PC and Mac’s as well as Surface Pro's and Macs running Windows 10. Additionally, managed the security system for the office, new-hire training and maintenance of all printers, phones and conference room scheduling applications. Part time (Mar to Jun 2018) - Technical support for the branch office in South San Francisco and at convention center shows. Primary responsibility involved updating user laptops from Windows 7 to Windows 10.

Tech Officers

Sales Engineer / IT Support Specialist June 2017 - May 2018 Part Time - Assisted with reaching out to businesses in the Bay Area to gather prospective clients for infrastructure and computer management services.

Supported clients with software, web-based applications and hardware including laptops, desktops and printers/plotters.

McKesson / Oncology Therapeutics Network

South San Francisco and San Francisco Tenure Nov 2006 - Nov 2016 Sr. Support Technician

Phone/email support for their web-based drug inventory management application and hardware at Oncologists offices across the US.

Kept inventory detail with the tools provided, allowing management a proper viewpoint on equipment and accessories we had on hand at the primary support location and was a main point of contact with the cabinet/lock vendor.

Informed management of the applications usage statistics to gain insight as to which customers were actively using the product as designed.

Suggested and implemented changes to processes which became stale and inefficient. I was always on the lookout for process improvement within the department as well as inter-departmental tasks. Manager - Application Support Apr 2010 - Jun 2014

Managed this support department, hired on 4 solid team members and was responsible for training them in all aspects of the application, support resources and proper escalation contacts/processes. Provided management with individual and team call statistics, attended change control meetings to provide input about customer concerns and suggestions of future hardware changes needed for proper operation of the application.

Key contributor to documentation involving internal team processes, escalations and interaction with application development and external department personnel. Experience supporting:

ALL operating systems: Microsoft Windows (All), macOS / iOS / tvOS as well as Amazon Web Services and VMWare virtual machines.

Recent hardware including HP, Dell and Apple laptops/desktops, Cisco phones/routers/switches, various

(Xerox & Ricoh) multifunction devices, mobile devices, conference rooms and A/V systems. Knowledge/experience with several applications such as Active Directory, Microsoft Office Suite (All), Google Suite, ServiceNow, Oomnitza, BigFix, JAMF, Bomgar, WebEx, Sophos, ConnectWise, IT Glue, Cisco VPN, McAfee, CrowdStrike, Bitlocker, Aerohive, Meraki, Adobe Creative Cloud Suite (to name a few).