Support Specialist It

Todd Kennedy

Indianapolis, IN *****

**************@*****.*** 317-***-**** linkedin.com/in/todd-kennedy-143b8a8

Professional Summary

Dedicated and customer-focused IT Support Specialist with 15 years of experience in technical support, troubleshooting, and IT infrastructure maintenance. Adept at diagnosing complex issues, implementing effective solutions, and delivering exceptional customer service in fast-paced environments. Passionate about leveraging technology to enhance productivity and efficiency.

Technical Skills

Cloud Technologies: Azure (Entra ID, InTune)

Operating Systems: Windows 7, 10, 11

Networking: TCP/IP, DNS, DHCP, VPN, Firewalls, MiFi

Hardware: Desktops, laptops, printers, mobile devices (Android, iPads)

Software: Office 365, Active Directory, Remote Desktop, Ticketing Systems

Security: MimeCast, Endpoint Protection, Multi-Factor Authentication (MFA), Email threat assessments (Phishing, Spoofing)

Scripting: Basic scripting knowledge

ITIL Framework & Service Desk Management

IT Support Applications: ServiceDesk, TeamViewer, ADUC, Verizon Portal, Cisco Meraki Portal, Printix, Sophos Central, Office 365, RingCentral, MS Teams

Conference Room AV & Teleconference Support

AI Research Utilization: CoPilot, ChatGPT for troubleshooting and documentation

Professional Experience

Field Engineer

Sonicu Mar 2025 – Present

Field Assessment and Installations of Hospital, Laboratory, and Industry Environment Devices

Performing Field Service Calls on a Wide Range of Environmental Devices

Use of Tools ranging from Electrical Hand Tools to Network and Electronics Testing Equipment

Coordinating Travel Arrangements

Completing Projects in the Time Span Allotted

Creation and Editing of Additional Documentation as needed

Providing Consistent Feedback on Client Changing Needs

Actively Participate in Continual Process Improvements and Issue Resolution and Prevention

IT Field Support Specialist

FA Wilhelm Mar 2023 – Jan 2025 Indianapolis, IN

Co-established the help desk dispatch role with ITIL best practices.

Managed incoming incidents, change, and service requests, ensuring SLA compliance.

Led daily IT huddles to discuss infrastructure changes and resolve technical obstacles.

Created and maintained IT documentation for internal and end-user use.

Provided end-user training on IT best practices and security awareness.

Performed break/fix support and network upgrades across five subsidiary offices and 100+ job sites.

Managed Active Directory accounts, user provisioning, and permissions.

Installed, configured, and maintained computer systems, printers, and mobile devices.

Provided on-call support for IT issues.

Support of Corporate Business Conference technologies

Network System Support Specialist (Contract)

Various Clients Sep 2020 – Mar 2023 Indianapolis, IN

Installed, repaired, and replaced enterprise phone systems (VoIP/POTS).

Troubleshot networking appliances and OSI Layer 1-7 implementations.

Collaborated with ISPs to resolve customer premise equipment issues.

Replaced UPS systems and batteries.

Installed and repaired POS devices and transmission media.

Documented technical support services for internal teams.

Traveled to client sites within a 50-mile radius.

Technical Writer (Contract)

First Data/Fiserv Jun 2019 – Jan 2020 Indianapolis, IN

Created and maintained IT documentation, including SDLC deliverables.

Worked with SMEs to develop clear and concise technical content.

Managed and administered SharePoint sites.

Technical Writer (Contract)

Wells Fargo Mar 2017 – Oct 2018 Indianapolis, IN

Authored IT service request processes using SharePoint Wiki and MS Office.

Worked with SMEs to ensure documentation accuracy and clarity.

Application Support Analyst (Contract)

Eskenazi Health Sep 2016 – Mar 2017 Indianapolis, IN

Provided technical support for enterprise applications and IT services.

Assisted with ITIL compliance in service desk operations.

Created and maintained knowledge base articles.

Application Support Analyst (Contract)

Eli Lilly Oct 2013 – May 2014 Indianapolis, IN

Provided Tier III support for Oracle PL/SQL and Microsoft SQL applications.

Administered SharePoint content and supported warehouse management systems.

Application Support Lead (Contract)

United Health One Mar 2013 – May 2013 Indianapolis, IN

Led a team in adopting new Incident and Change Management processes.

Acted as liaison between project management and IT teams.

Education & Certifications

Bachelor of Science in Electronics & Computer Technology – Indiana State University

Certifications:

CompTIA A+

Windows NT Networking Fundamentals

Agile Framework

Additional Information

Excellent problem-solving skills with a proactive, analytical approach.

Strong communication and interpersonal skills for assisting non-technical users.

Passionate about continuous learning and staying updated with emerging technologies.

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