IT Support Specialist - End User & Infrastructure Expert

Jim Kendrick – IT Support Specialist

Comprehensive Experience in End User and Infrastructure Support

***** ******* ******, ****** ****, Missouri 64137 816-***-**** ***************@******.***

Text: 816-***-****

What I Bring to Your Organization

End User Experience Level 2/3 customer support

Extensive customer support skills and experience

Service Now

Azure Cloud Systems

VMWare Cloud Systems

Microsoft on-prem Active Directory

Azure Cloud Active Directory

Microsoft Exchange

HIPPA level Security

PowerShell

Remote Client Support

End user support for laptops, docking stations, headsets, speakers, printers, keyboard, and mice.

VPN Encrypted connections

NICE

Citrix DaaS

Professional Experience

Blue Cross Blue Shield of Kansas City

End User Experience Team (Contracted by Pomeroy Technologies.) 3/2022 - current

1.Second/Third level End User Experience support

2.Azure W365 CPCs

3.VMWare VDIs

4.vSphere and VMWare admin console

5.Service Now

6.CyberArc

7.SCCM

8.PowerShell

9.Microsoft On Prem Active Directory

10.Azure Active Directory, Intune, Endpoint W365 Admin, Exchange

11.Office 365

12.Windows 10/11

13.NICE phone system

14.TeamViewer and Bomgar remote support

15.HP Laptops

16.Dell 5070 Thin Clients

17.CISCO Meraki console

Infrastructure Experience

Enterprise environment: 2000 end users

Exchange, SQL databases, SharePoint, Teams, W365, VMWare, Azure, Toshiba printers

Roll Outs: Windows 11; Azure Cloud; NICE; Citrix; HP laptop refreshes; security upgrades.

STEFANINI IT SUPPORT GROUP 1/2020 to Jan. 29, 2022

Black and Veatch and SPX Cooling Towers Accounts

Role: Desk Side Support Technician II

Support IT equipment in large corporate environments.

Desktop/laptop tech support (Mac and PC)

Windows 7/10 operating systems

Active Directory roles for users and computers

Support mobile devices, printers, scanners, wireless, VPN.

IMAC Support - IT equipment Install/Move/Add/Change

Research and troubleshoot problems.

Maintain system configurations and documentation.

Track and resolve customer incidents and requests through Service Now and Ivanti tools.

Troubleshoot and resolve hardware and software issues for Windows devices.

Backup, restoration, and migration of user data

Printer and peripheral device support

Inventory management of IT assets including asset auditing.

Research and follow proper KB articles.

MPHASIS IT SERVICE MANAGEMENT COMPANY 01/19 to 12/19

Black and Veatch account

Role: Desk Side Support Technician II

Work in worldwide enterprise scale network environment using Microsoft Windows products.

Reimage Dell laptops. Install Bentley and other software products for engineering professionals.

Use SCCM Client Center for o/s and software installs.

Active Directory Users and Computer.

Maintain asset control records in Access, Excel, SM9

Use HP Service Manager SM9 ticket system to manage user requests.

Use Windows 10 Enterprise o/s, Office 365, Microsoft Teams, Skype, Remote Desktop, Internet Explorer, Chrome, Microsoft Access, Microsoft OneDrive, Pulse Secure, VIP Access, Cisco AnyConnect

FIELD NATION/ONEPATH 02/16 to 01/19

Role: Field Engineer

Keep service ticket database including serial numbers, IP addresses, and other required data.

Provide information technology services to buyers and customers through Field Nation and OnePath.

Use extensive customer support experience and skills to assure customer satisfaction.

Scope of assigned work includes:

INVESTACORP 11/11 to 10/15

Role: IT Customer Support Specialist

Provide phone, email, desk side, and infrastructure support.

Use stock investment market tools in support of brokers.

Track software usage and license renewal.

Contact this candidate