Customer Service Help Desk
Resume:
Kennith Skeans
Fairfield, OH *****
*************@*****.***
Professional Summary
Certified industry professional and seasoned Army veteran with a robust skill set in customer service and over six years of expertise spanning mechanical repair, electronics, fiber optics, technical diagnostics, and troubleshooting. Proven experience in help desk and technical support roles, showcasing adeptness in system and network research and data analysis. Specialized knowledge in avionic systems troubleshooting. Adept communicator and skilled problem solver within the IT industry. Recently completed an intensive technical training program focused on networking, data security, and cyber security. Known for being highly disciplined, respectful, optimistic, and a strong collaborator with a keen willingness and enthusiasm for ongoing learning. Work Experience
HR Analyst
HCLTech-Cincinnati, OH
March 2024 to February 2025
· Received incoming calls and chats from P&G employees, Retirees & former Employees regarding Health benefits, Pension, General benefits, Expense Reports, Performance Reviews ETC.
· Processed employee, retiree and former employee requests through Service Now
(SNOW) application to resolve issue or escalate to the correct department/Team, I.E. Payroll, Travel and Expense, US Benefits, Workday team
· Communicate with Level two teams regarding submitted HR tickets created at Level 1 and giving feedback to employees, retirees and former employees of P&G
· Provide exceptional customer service throughout the HR process, demonstrating empathy, confidentiality and professionalism.
Claims Representative, Progressive
Progressive casualty insurance Co-Cincinnati, OH
March 2022 to September 2023
· Received and assessed insurance claims, reviewing documentation and information provided by policyholders.
· Investigated the details of claims, including accidents, damages, injuries, and coverage details.
· Provide exceptional customer service throughout the claims process, demonstrating empathy and professionalism.
Armed Security Officer
Aegis Protective Services-Cincinnati, OH
May 2021 to December 2021
· Maintained a security presence on school grounds for teachers, staff, and students.
· Monitored security cameras to ensure safety of grounds and staff.
· Verified the identity of individuals entering secured areas, ensuring only authorized personnel gain access.
Armed Guard
Loomis Armored Truck-Cincinnati, OH
February 2021 to May 2021
· Safely transported valuable items, such as currency, coins, or other assets, in an armored truck between designated locations.
· Conducted routine inspections of the armored vehicle to ensure it is in proper working condition, reporting any issues promptly.
· Interacted professionally with clients, customers, and the public during deliveries or pickups, providing exceptional customer service.
Youth Worker One
Department of Juvenile Justice
April 2020 to February 2021
· Worked on processing, admitting, and releasing juveniles including performing necessary searches, checking property, and completing paperwork.
· Ensured the safety and security of the juveniles’ daily activities and special incidents.
· Provided adjustment and crisis counseling to juveniles. Mail Handler Assistant
United States Postal Service-Springdale, OH
April 2019 to April 2020
· Loaded and unloaded U.S. Mail from trucks to be sorted to Post Offices for carrier delivery.
· Worked collaboratively with team members to achieve production and processing goals.
· Entered information into computer systems to update tracking and processing records. Customer Service / Collections / Sales
Monmouth St-Newport, KY
August 2018 to October 2018
· Scheduled appointments for security adviser to install ADT Home Security Systems in consumers’ homes.
· Provided detailed information regarding the use, installation process and response time from ADT and emergency services such as Police, Fire and EMT.
Senior Collection Specialist
Alliance Data-Milford, OH
August 2014 to August 2018
· Made outbound collection calls in a professional manner while keeping and improving customer relations.
· Resolved client-billing problems and rescued accounts receivable delinquency while applying good customer service in a timely manner.
Over 400 classroom hours of technical lectures and hands-on labs with a focus on CompTIA/Security certifications
· Practiced monitoring daily backups, antivirus status, shared storage space, and network activity, adjusting network equipment and settings as needed
· Trained in implementing and maintaining system security and configurations of organizations’ servers while providing IT support, including planning, software, and hardware configuration for end-users
· Analyzed information to determine, recommend, and plan layout for the type of computers and peripheral equipment modifications to existing systems
· Generated and verified physical security algorithms for software, firmware, and hardware
· Troubleshot hypothetical incidents by recording detailed information from the
“customer” and relaying it to the correct department for further assistance
· Displayed strong judgment in prioritizing workload based on the needs of the business and end-users
· Utilized knowledge of standard network protocols such as TCP/IP, DHCP, and common network devices such as routers, and switches to ensure sustained internet connectivity Education
December 2023 to December 2023
Associate in applied science
ITT Technical Institute
January 1999 to December 1999
Skills
• 3D printing
• iPad
• Organizational skills
• Microsoft Word
• Customer service
• Microsoft Outlook
• Critical Thinking
• Microsoft Office (All apps)
• Windows servers
• Microsoft Operating Systems
• iPhone
• Repairs / Installations
• Windows 10
• Phone Etiquette
• Project Management
• Active Directory Hardware: iMac
• Computer skills
• Research/Reporting
• Data Analysis
• Adobe Acrobat
• WAN / LAN
• Android/iOS
• Microsoft Powerpoint
• Android/Samsung phones and tablets
• laser jet and inkjet printers
• Human resources
• MacBook Pro
• Recruiting
• Windows Desktops
• Administrative experience
• Help Desk Operations
• MacBook Air
• Microsoft Office
• Technical Communication
• Process Improvement
• Antivirus (Sophos, ESET, Malwarebytes) Ticketing systems (Ice, BMC, Track-It, Smart service desk)
• Mac OSX
• VPN (connect tunnel, sonic wall, windows built-in) Various applications- Support Tools: Remote support (Bomgar, TeamViewer, LogMeIn)
• Leadership
• Ubuntu
• Windows Server 2012 Software: VMware
• English
• Microsoft Excel
• Time management
• Exchange
• desktop printers
• Windows laptops
• Workday
• Troubleshooting
• Windows 7
• Windows Server 2008
• Classless IT Addressing
• Communication
• Windows XP
Certifications and Licenses
CompTIA Security+
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