Technical Support It

Kervin L. Herring, Sr.

Email: ********@*****.*** Phone: 732-***-**** LinkedIn: www.linkedin.com/in/kervinlherringsr IT Support & Systems Analyst Healthcare & Enterprise Technology Specialist

Award-winning IT professional with 15+ years’ experience in technical support, system administration, and healthcare IT. Proven track record of resolving complex technical issues, implementing scalable IT solutions, and providing outstanding customer service. Recognized with 12+ performance awards for excellence at Christiana Care Health System. Seeking a remote role (open to hybrid: 1–2 days per week on-site depending on location). Professional Summary

Dedicated IT professional with 15+ years of experience in technical support, system administration, and IT service management across healthcare, education, and enterprise environments. Recognized for resolving complex issues, optimizing IT operations, and delivering outstanding customer service. Awarded 12+ Diamond Certificates for excellence at Christiana Care Health System. High level candidate with 23 years of leadership experience including management roles. Actively seeking remote opportunities (open to hybrid: 1–2 days per week on-site).

Core Skills

• IT Support & Troubleshooting (ServiceNow, Microsoft Office, Teams, Dragon Speech Recognition)

• System & Network Administration (Active Directory, Windows Server, MS Exchange, DNS, LAN/WAN)

• Knowledge Management & Training (Documentation, User Guides, Technical Workshops)

• Healthcare IT Systems & EMR Integration

• Vendor Management & Software Implementation

• Strong Communication & Cross-Functional Collaboration Professional Experience

Information Center Analyst

Christiana Care Health System – Remote

Mar 2020 – Jul 2025

• Resolved technical issues via ServiceNow with Microsoft Office Suite and Teams.

• Managed system health monitoring and implemented updates through Microsoft Admin Center.

• Developed and maintained knowledge base articles to streamline issue resolution.

• Served as on-call IT analyst, providing Tier 3 escalation support.

• Awarded 12 Diamond Certificates for outstanding service. Dragon Speech Recognition Analyst

Christiana Care Health System – New Castle, DE

Nov 2012 – Mar 2020

• Supported Dragon Speech Recognition Software for medical providers and staff.

• Designed DIY technical documentation for NOC, field techs, and support teams.

• Partnered with governance committees on software implementation roadmaps.

• Managed Dragon licensing, training, and quality assurance testing for upgrades. District IT Project Coordinator / Network Administrator Jamesburg Public Schools – Jamesburg, NJ

Jul 2009 – Oct 2012

• Directed district-wide technology initiatives and training programs.

• Administered Genesis Student Information System and NJSMART compliance.

• Led technology committee in developing a 3-year technology plan. Network Administrator / Technician

Hasbrouck Heights Public Schools – NJ

Dec 2006 – Jun 2009

• Administered Active Directory, managed surveillance and security systems.

• Trained teachers on adaptive learning software and Smart Board technology. Academic Technology Support Specialist

Georgian Court University – Lakewood, NJ

Jul 2005 – Aug 2006

• Provided end-user laptop support and trained faculty/students.

• Supervised student IT assistants for campus-wide laptop program. Academic Program Coordinator / IT Trainer

Asbury Park School District – NJ

Apr 2000 – Jul 2005

• Conducted technology workshops for teachers, administrators, and parents.

• Supported district-wide IT integration in education. Education & Certifications

• B.A. Liberal Studies, Thomas Edison State College

• A.A.S. Nursing + (2) A.A. Public Administration and Business Management Brookdale Community College

• Microsoft Certified Professional (MCP) – Windows Server & Microsoft Office

• ITIL Training – Christiana Care Health System

• ServiceNow Training – Christiana Care Health System

• Technical Support Specialist Certification – TekSolv, Inc. Military Service

United States Army Sep 1979 – Apr 1985 Personnel Specialist Data Analyst

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