Kenneth Garrett

**** ******** **

Jacksonville, Fl. 32210

Cell Phone: 904-***-****

ady3xv@r.postjobfree.com

Summary

●Over 18 years of experience in Information Technology support

●Support of Microsoft Products and computer hardware.

●Operating system support of Microsoft, Windows 7, Windows 10, and Windows 11.

●Experienced support of Finance, Retail, Healthcare, Manufacturing, and environments.

●Excellent Problem Solving, Customer Service and Communication Skills.

Technical Skills

Operating Systems: Microsoft Windows 7, Windows 10, Windows 11.

Applications: Active Directory, McAfee EPO console

Microsoft Office 2016/ 365, Log Me in rescue, Bold 365

SCCM remote

Ticketing Applications ServiceNow, Service desk, Remedy

Hardware: Dell, HP, Lenovo, Microsoft Surface Pro

Desktops, Laptops, and Tablets

Smart Phones: Apple IPhone, Android Phones

Tablets Apple IPad, air, pro and mini

Microsoft surface pro 3 and 4 / Surface book

Android tablets Samsung Tab E

Certifications: A+, Network +, MCP, MCDST

Experience

Computacenter / Baker Hughes (Formally GE Oil and Gas) 7/2019 – present

●Configured desktops and laptops with Microsoft windows 10

●SCCM \ Software center to deploy software and windows updates

●Provided remote support with LogMeIn Rescue for North America and over seas

●Application support Microsoft Office 365 and customer propriety applications

●Provided executive support of laptops and mobile devices

●Dell Tech Direct certified ordered and replaced parts for desktops and laptops

●Troubleshoot network cable issues traced replaced CaT6 ethernet when needed

CompuCom / Baker Hughes (Formally GE Oil and Gas)

Desktop support technician level 2

●Configured desktops and laptops with Microsoft windows 10

●Application support Microsoft Office 365 and customer propriety applications

●McAfee EPO for hard drive encryption recovery and user management

●Managed incoming inventory for replacement of GE computers with BakerHughes computers

●Provided executive support of laptops and mobile devices

●User Data transfer from GE equipment to Bakerhughes equipment

Network support

●physically installed Cisco switches. Built and tested cat 6 patch cables

●worked with network technicians to configure switches

●Setup remote access for Network team for switch and firewall firmware upgrades

Hardware support

●Contacted Dell support for repair warranty parts for laptop, workstations

●Replaced hardware when required

Robert Half / Genpact 5/2018 – 7/2019

Used Active directory to add and remove machine accounts

Setup Microsoft outlook 2013, 2016 and office 365

Imaged workstations with Microsoft deployment tool kit

Installed Microsoft windows 10 on desktops and laptops

Assisted users with outlook 2016, and office 365 issues

Setup 300 Dell desktops for call center with Avaya VOIP Phones

Worked with active directory to add and remove machine accounts

Managed computer accounts moved to the correct organizational unit before deployment

TekSystems / IBM / AT&T call center 4/2018 – 5/2018

Desktop support technician level 2

Provide software support for windows 7 and windows 10

Imaged desktop and laptops using SCCM for HVD thin client machines

Trouble shoot Microsoft outlook 2013, 2016 and office 365 email issues

CompuCom / GE Oil and Gas /GE Capital finance 10/2014 – 4/2018

Desktop support technician level 2

●Configured desktops and laptops with Microsoft windows 7, Microsoft windows 10 environments

●Application support Microsoft Office 2010, 2016 / Office 365 and customer propriety applications

●McAfee EPO for hard drive encryption recovery and user management

●Managed inventory of onsite equipment, Refreshed desktops and laptops for end of life cycle

●ServiceNow to work helpdesk tickets

●Provide executive support of laptops and mobile devices

Network support

●physically installed Cisco switches. Built and tested cat 6 patch cables

●worked with network technicians to configure switches

Hardware support

●Ordered and Replaced warranty parts for laptop, workstations

Black Knight Financial Services 04/2012 – 10/2014

Field support technician level 2

●Configured, installed Microsoft Windows seven on, desktops, and laptops

●Provided desk side support and phone support

●Worked with HP to resolve warranty issues with replacement parts

●Setup and configured HP printers replaced parts as needed

●SQL server 2008 R2 setting up client workstations

●Provided executive support for Servicelink, and LoanCare executives

●Setup and configured smart phones, My-Fi devices and tablets

●Replaced Laptop hardware, keyboards, touch pads, and memory

●Preformed Inventory of workstations, monitors, phones, and network hardware.

●Supported executives inside the office and remote to resolve technology issues

●Reset active directory passwords Processed User account terminations

Incepture IT Staffing Inc.

Lender processing services 05/2011 – 10/2011

Desktop support technician level 2

●Configured, installed windows seven desktops, notebooks

●Provided desk side support and phone support

●Upgraded HP desktops and laptop from windows XP to windows 7

●Worked with HP to resolve warranty issues with replacement parts

●Imaged computers with SCCM client

●Unlocked Active directory accounts and password resets

●Reset Blackberry account passwords and blackberry device passwords

●Troubleshoot desktops, notebooks, smart phones

●Troubleshoot issues with Microsoft office 2007 and 2010

●Installed printer drivers over the network

Enterprise Integration Inc. CSX 10/2009–4/2011

Desktop support level 2

●Upgraded IBM and Dell desktops and laptops Backed up and restored user data

Replaced laptop hard drives, memory and keyboards

●Microsoft Office 2003, 2007, and 2010 installation, configuration

Lotus notes 8.5 installation and migration of user data

●Installed and configured IBM S20 workstations for four to six monitors per workstation

●provided software installation, support both desk side and remote users

installed and configured desktop and network printers

●replaced laptop hardware keyboards, WI-FI cards and hard drives

●activated and configured internal and external broadband air cards

●tested and deployed windows 7 workstations and laptops

BTG Staffing \ PGA Tour 05/2009-10/2009

PC Desktop Support Technician

●Upgraded hard drives and memory for IBM Lenovo (T43, R60, X61series laptops).

●Performed Backup of each workstation hard drive in preparation for upgrade of email system

●Upgraded users from Lotus Notes 7 to Lotus Notes 8.5

●Quality Check of each laptop. delivered to customer on site

●Provided post user training of Lotus Notes 8.5

Citi Bank \ Ajilon staffing 05/2009 -09/2008

Information Security Analyst

●Answered calls from clients for resolution of system access control issues, and became an active team player capable of remaining calm in demanding and stressful situations

●Demonstrated a high degree of autonomous decision-making, subject to defined service levels and other quality metrics

●Reviewed access requests submitted by client Management to ensure only authorized individuals are granted system access

●Performed procedures necessary to ensure the safety of information systems assets

Wachovia Bank Jacksonville, FL 04/2006–09/2008

Technical Help Desk Analyst

●Responsible for troubleshooting and resolving Line of Business Application support issues while complying with Information Security standards

●Providing support for two different lines of business Mortgage and Wholesale Bank

●Provided outstanding customer service as noted by many productivity awards and outstanding customer service surveys

●Experience in supporting the following applications Symantec antivirus and firewall, IT Turbo, Document Request, Lotus Notes, Microsoft Outlook, Rumba Mainframe, Microsoft Office 2002, 2003, and 2007

●Experience in Citrix Server Administration tools for remote user application issues

●Provided Troubleshooting and repair of Remote access, Citrix ICA Client, connectivity, Novell client, ODBC connection, Microsoft Windows XP / Active Directory

●Provided installation and configuration of blackberry Synchronization software

●Installed and configured hard drive encryption software

●Desktop PC O\S experience Microsoft Windows XP, Microsoft Windows 2000

●Experience in using Microsoft Server 2003 active directory for group and user account maintenance

Merrill Lynch Jacksonville, FL 09/2005–04/2006

Computer Desktop Support Technician

●Responsible for troubleshooting and resolving desktop software, and hardware issues

●Troubleshooting and repair, Microsoft Outlook 2002, Microsoft office 2003 Microsoft Windows XP, user accounts in active directory

●Responsible for Backed up and restore user data to CD for archive purposes

United States Navy Jacksonville, FL 02/2001–07/2005

Customer Service Representative / Desktop support technician

●Verified customer’s documentation and processed identification cards, for active duty military, retired military, and their dependents

●Troubleshoot computer hardware and Network printer issues

●Replaced monitors when needed

Current Education:

High School diploma

New Horizons Technical School Jacksonville, FL

Comptia Security+ 301

20687 Configuring Microsoft Windows 8.1

20688 Managing and Maintaining Windows 8.1

20410 Installing and Configuring Windows Server 2012 Track 4

20411 Administering Windows Server 2012 Track 4

ITIL® Foundations 2011 Edition

20412 Configuring Advanced Windows Server 2012 Services Track 4

Cisco CCENT and CCNA

Interconnecting Cisco Networking Devices Part 1 v2.0 (ICND1)

Interconnecting Cisco Networking Devices Part 2 v2.0 (ICND2)

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