IT Support Technician

KYLE SARGENT

TECHNICAL SPECIALTIES

•Hardware Repair

•ServiceNow

•SailPoint

•ZScalar

•JAMF

•O365 Admin

•Splashtop

•Active Directory

•SCCM

•PowerShell

•Linux Terminal

•PHPMyAdmin

•My SQL

•Photoshop

•Windows 11, 10, 8, 7, XP,

•Windows Server

•Linux

•MacOS, iOS, iPadOS

•Android, Raspberry Pi, Arduino

•Printers

•Google Workspace

•Perforce

•Git

•Java

•C#

•C++

•Unreal Engine 4

•Unity 3D

•Blender

EXPERIENCE

Level 2 Deskside Support Technician

Toyota Motors Of North America August 2024 - Current

•Provided level I/II support in a mixed Windows (30%)/ANDROID (70%) environment – 100+ end users the facility

•Active Directory – add/delete users, reset passwords, etc.

•Windows OS: 10/11; iOS; Android 13/14; migration - software and hardware

•Utilized ServiceNow ticketing systems for tracking and resolving technical issues

•Sole Support Tech for TMNA Kansas City Parts Distribution Center 2nd Shift

•On call via walkie-talkie around the warehouse to support team members.

•Configured and deployed zebra scan guns and Pro-glove Devices per zone; As well as Windows devices for department-wide use.

•Supported HP/Cannon/Zebra printer repair, configuration and deployment.

•Responsible for coordination RMA/Warranty repairs with some vendors.

•Upheld and Enforced Toyota’s Cybersecurity and Technology Policies

Hallmark / ADS Jan - April 2024

•Windows OS: 10/11; MAC OSX: migration - software and hardware

•Utilized ServiceNow ticketing systems for tracking and resolving technical issues

•Utilized JAMF for updating MAC devices

•Was 1 of 2 Mac Support Experts for all of Hallmark corporate

•Managed appointment scheduling for new hire device setup, training users, software installs.

•Responsible for shipping all Apple devices to users across the USA.

•Maintained effective communication with clients, thoroughly discussing service requests to preempt inaccuracies and minimize issues.

TECHNICAL CONSULTANT

Heartland Macs (MSP) July 2020-Nov 2023

•Provided level I/II/III support in a mixed Windows (30%)/MAC (70%) environment – 1500+ end users across multiple facilities

•Windows OS: XP/7/8/10/11; MAC OSX: Sierra, Mojave, Catalina, Big Sur, Monterrey, Sonoma

•Supported - Desktops, laptops, printers, tablets, servers, mobile devices

•Active Directory – add/delete users, reset passwords, etc.

•Utilized Spiceworks and ServiceNow ticketing systems for tracking and resolving technical issues

•Utilized JAMF for updating MAC devices

•Managed appointment scheduling for residential and commercial clients, ensuring timely technical support Delivery at their premises.

•Supported Bitlocker encrytion and recovery

•Maintained Network hardware accross multiple sites, ensuring up-to-date security implementations.

•Demonstrated strong independant problem solving skills in a varity of client situations, providing the best possible solution for their needs.

•Provided comprehensive technical support encompassing virus removal, hardware repair, printer assistance, wired/wireless network troubleshooting, and user training.

•Demonstrated keen observation skills to detect and address potential technical issues, enhancing overall customer service quality.

•Maintained effective communication with clients, thoroughly discussing service requests to preempt inaccuracies and minimize issues.

SUPPORT TECHNICIAN

HelloTech Feb 2019 –July 2020

•Provided all-around technical support for desktops, laptops, etc. – Windows 7/Windows 10 – hardware/software troubleshooting

•Responsible for fulfilling appointments with both residential and commercial clients by resolving a wide variety of technical support requests submitted through our online ticketing system.

•Servicing issues included, but were not limited to, virus removal, computer cleanup, printer support, network support, and educating users on how to use various hardware and software.

•Identifying additional technical issues clients may have in order to provide comprehensive and outstanding customer service.

•Communicated clearly and discussed jobs with clients before beginning work to minimize problems associated with inaccurate or incomplete ticket requests.

ENGINEER

EAM Corporation Aug 2017 –Mar 2018

•Lead programmer on a team of five people. ( C++ code)

•Regularly communicated with the creative director regarding vision and goals of the project and produced prototypes and functioning demos of gameplay features.

•Troubleshot and developed mechanics from the ground up while learning new techniques.

•Collaborated with artists and 3D modelers to ensure models and textures were compatible within the importing pipeline of the engine.

Contact this candidate