Support Specialist Service Desk

Kenneth Sumners

New Port Richey, FL § 205-***-****§ ************@*****.***

IT SYSTEMS SUPPORT SPECIALIST LEVEL 2

Full Stack Network Associate Certified by nationally known continued learning academy Next Generation Training. IT Windows Systems Administrator and Office 365 Expert with seven years Enterprise IT Support Administration and two years of Healthcare Information Systems experience. I have over 16 years of advanced technical electronics and computer troubleshooting with 10 of them being Military. Proficient in resolving complicated technical problems, improving customer satisfaction, and driving overall operational improvements and support. Known to think outside the box and adapt quickly to ensure incident resolution. Has maintained 95% customer satisfaction rating throughout career.

SKILLS & ABILITIES

■Customer & Client Support

■Win OS’s & Office 365

■O365 Migration/Deployment

■Advanced Technical Support

■Microsoft Teams Admin

■Software & Hardware

■Active Directory

■Network Troubleshooting

■VM/Cloud Computing

■Configuring Software

■Threat/Incident Response

■LAN/WAN/VLAN/Wi-Fi

■ Mobile Device Mgmt

■Analytical Skills

■Data Mgmt/File Migration

■Service Desk Lead

■VPN

■Azure Active Directory

■ITIL/ITSM

■Win Server Configuration

■Citrix Infrastructure Support

■VIPRE Antivirus

■Healthcare Information Sys

■MDM

EDUCATION & CERTIFICATIONS

BS Information Technology – IT Management In Progress

Purdue University Global Remote Online (Live Classroom)

Network Support Specialist 2021 Graduate

ACI Learning Jacksonville, FL

Associates of Applied Sciences, Network Engineering 2017 Graduate

Virginia College at Birmingham Birmingham, AL

Full Stack Network Engineer Advanced Training Dec 2021

Full Stack Network Associate Oct 2021

NexGenT San Jose, CA

G Suite Administration Aug 2018

Google Certified Course (CourseEra Online) CA

Professional Certifications:

Network + In-Progress

Security+ In-Progress

CCNA In-Progress

FSNA Oct 2020

Freshdesk Product Expert for Admins Oct 2018

A+ Sept 2016

PROFESSIONAL EXPERIENCE

TEKSystems LLC, Centene Corporation United States, India, and Phillipines Jul 2022 – Dec 2022

Service Desk Analyst

■Responded to chat, email, phone, and text incidents specific to Healthcare IS via ServiceNow.

■Created knowledge-based material for new helpdesk and team member reference.

■Extended expert knowledge of the Office 365 Environment and its applications. Diagnosed and resolved Office 365 installation & application-based issues and desktop & web-based applications.

■Collaborated with team members on more comprehensive HIS related incidents.

■Provided one-call resolutions to end-users and VIP personnel.

■Created and Published 7 Knowledgebase Articles for IT Personnel and Self Service Portal

■First Line contact for Threat and Incident response regarding malware.

■Reports to management on incident status and trends.

■Mentored new Service Desk team members on Service Desk practices and etiquette.

■Maintained and troubleshoots Virtual Networks and Virtual Machines on the Citrix and VMWare Platforms.

■Remote troubleshooting and incident resolution expert.

Innovien Solutions, LLC: Raytheon Technologies/UTC US/Canada/International

Office 365 Remote Resolution Center Analyst Level 2 (Contract) Jan 2021 – Aug 2021

■Provided support and serves as an escalation Point of Contact to Level 1 Technicians.

■Resolved in-depth and advanced troubleshooting of Office 365 and applications that can connect to O365.

■Created and published a Knowledge Based Article for UTC Global referencing known errors saving approximately 2-3 hours of troubleshooting per team member. Created over 30 Technical Instructions for Users and Technicians.

■Team Member of Raytheon Technologies Aged Incident Team brought incident count for Remote Resolution Center L1.5 Service Desk from 1000+ to just under 250 incidents, not including new and incoming incidents.

■Resolved 15-30 incidents weekly such as Authentication, Activation, Synchronization, Installation Assistance, Outlook, Exchange Online, Azure Active Directory, Licensing, and general incident inquiries. Received recognition for closing over 50 incidents within a week.

■Designated Team Lead for the overnight shift conducting International Support for UTC Global Microsoft Office 365 Rollout. Received over 40 customer surveys with Customer Satisfaction Rate of 95%.

■Resolved 907 incidents since October start date. Resolved VIP incidents with one-call resolution.

Office 365 Remote Resolution Center Analyst Level 1 (Contract)

Oct 2020 – Jan 2021

■Responded to chat, email, phone, and text incidents specific to Microsoft Office 365 via ServiceNow.

■Created knowledge-based material for new helpdesk and team member reference.

■Extended expert knowledge of the Office 365 Environment and its applications. Diagnosed and resolved Office 365 installation & application-based issues and desktop & web-based applications.

■Collaborated with RRC team members on more comprehensive Office 365 related incidents.

■Provided one-call resolutions to end-users and VIP personnel.

VIPRE Security/J2 Cloud Services LLC Clearwater, FL

Technical Support Specialist II

Feb 2020 – May 2020

■Responded, resolved, and/or escalated trouble calls/support requests via telephone, email, fax, Service Desk Ticketing System, or Web.

■Supported the acquisition and inventory of hardware and software.

■Provided technical support and troubleshooting to users. Resolved seven technical support inquiries per day.

■Responsible for reproducing and confirming product defects as reported by our customers or found during testing.

■Required deep knowledge of VIPRE as well as technologies being used within VIPRE and environments VIPRE is used with.

■Resolved critical product escalations without collaborating with other internal departments.

■Promoted and maintained high quality, professional, service-oriented company image among internal and external customers.

■Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

■Documented all transactions and support interactions in system for future reference and addition to knowledge base.

■Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

■Fielded an average of 20 inbound phone calls to deliver effective support and remotely resolve service issues.

Windhaven Insurance Tampa, FL

IT Network/Desktop Support Specialist II

May 2018 – Jan 2020

Oct 2019 – Jan 2020

■Created and managed technical projects and creates user and technical documentation for installation, deployment, maintenance, and usage.

■Answered incoming client calls averaged 25-40 calls per day. Documented clients call and steps taken in Service Manager.

■Performed initial problem determination by asking client troubleshooting questions.

■Utilized Service Manager and other resources to find appropriate Knowledge articles to use.

■Resolved call using all available resources available; striving for First Call Resolution or sending a ticket when deemed necessary.

■Managed in-house and third-party software & cloud accounts and all help desk related issues in Tampa Business Office.

■Delegated tasks to fellow Help Desk personnel for PCs in their locations.

■Created and administered new user accounts, passwords, and privileges/rights as assigned and directed by system administrators.

■Worked closely with senior IT Management and other IT staff to acquire additional technical and non-technical knowledge. Assisted other IT technical staff in providing users feedback and user statistics.

■Established priorities on Help Desk tickets based on established help desk and departmental guidelines and procedures. Entered, assigned, and tracked service requests on on-line work-order system.

■Referred service issues to IT Management and Executives.

■Provided technical support and solves basic and more advanced routine user hardware and software problems or questions including desktop computer hardware and software and enterprise system software.

■Created and reviewed Knowledgebase documentation for IT and client sites for publication and user access.

IT Support Specialist I – Windhaven Insurance

May 2018 – Oct 2019

IT Authorities Inc. Tampa, FL

Service Desk Analyst (Short-Term Contract)

Apr 2018 – May 2018

Matrix Res./Maynard, Cooper, Gale P.C. Birmingham, AL

IT Helpdesk Client Support Analyst (Contract-to-Hire)

Dec 2017 – Mar 2018

Mercedes-Benz U.S. International (Daimler AG) Vance, AL

Technical Support Specialist (Contract)

Mar 2017 – Sep 2017

United States Air Force Moody AFB, GA 10 years

Combat Avionics Technician - E5 Staff Sergeant – Craftsman Skill Level 7

Honorable Discharge 2017

Jul 2008 – Sep 2017

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