IT Operations

Kevin Dawson

IT Operations & Service Delivery

Greensboro, NC 336-***-**** ****************@*****.*** linkedin.com/in/kevin-dawson-gso www.gsocyber.com Professional Summary

IT operations professional improving service reliability, support performance, and employee technology experiences. Supports enterprise environments of 5,000+ users and 6,700+ endpoints, with additional experience as a sole IT administrator. Builds repeatable processes, automation, knowledge resources, and management reporting that reduce turnaround time and accelerate issue resolution. Core Skills

IT Service Delivery Incident Management SLA Reporting ServiceNow Microsoft 365 PowerShell Onboarding

& Offboarding Knowledge Management Process Improvement Endpoint Administration Vendor Coordination Operational Reporting

Professional Experience

IT Service Delivery Analyst II

ITG Brands February 2026 – Present Greensboro, NC Support 5,000+ enterprise users across 6,700+ endpoints.

●Managed employee onboarding and offboarding, coordinating access readiness with hiring managers and IAM teams and creating a digital onboarding guide; reduced returned-device reimaging, restoration, and repair time by 60% through bulk imaging, standardized procedures, and Intune automation.

●Built a centralized hardware repair process using ServiceNow, SOPs, shared communications, and warranty coordination, reducing overall turnaround by more than 50% and shortening Lenovo repairs from weeks to typically four business days.

●Overhauled the Local IT knowledge base with Global Knowledge Management, authoring 20% of team documentation and standardizing SOPs and templates; reduced hands-on time for repeatable onboarding, offboarding, and CMDB tasks by more than 20% year over year.

●Created self-service ServiceNow dashboards and Copilot reporting workflows used by analysts and managers to monitor incidents, SLAs, assets, and repairs, providing faster insights and reducing time spent locating reports and investigating issues.

●Independently designed and documented application hosting and device patching solutions at leadership’s request, securing infrastructure and cybersecurity approval for plans addressing connectivity, maintenance windows, management capabilities, and vendor constraints. IT and Security Administrator – Contractor

NCCJ of the Triad January 2023 – Present

Serve as sole IT administrator for remote and on-site users, managing support, endpoints, identity, Microsoft 365, and SharePoint.

●Reduced time users were unable to work because required services were unavailable by 50% through troubleshooting and standardized documentation.

●Developed a cybersecurity program using Microsoft 365, Entra ID, Defender, and identity, endpoint, and vulnerability controls, reducing total reported security incidents by 40%.

●Brought 100% of organizational devices under Intune management during a two-week implementation and established Windows Autopilot to standardize device setup and enrollment. Kevin Dawson IT Operations & Service Delivery 1 Service Analyst II

Allstate September 2022 – February 2026

Provided Level 2/3 support on a team serving 60,000+ users across 136+ technology platforms.

●Resolved 4,094+ technical incidents and increased individual incident closure rate by 20% within 12 months; achieved 94.5% customer satisfaction in 2025.

●Reduced infrastructure escalations on assigned incidents by 30% and contributed to a team-wide 20% reduction in repeat support issues through knowledge article creation and cleanup.

●Authored PowerShell remediations, including an audio-driver fix for approximately 100 devices; the Nexthink management team packaged the remediations as one-button solutions for Level 1 analysts.

●Personally remediated more than a dozen servers during the enterprise CrowdStrike outage, coordinating recovery with support teams and documenting progress by user, department, and major incident. Earlier Experience

E-Commerce Account Coordinator Hooker Furnishings December 2019 – October 2021

●Reduced open support tickets by 50% and improved product-data compliance by 75% year over year through standardized support workflows, resolution procedures, and digital content. National Retail Account Manager T-Mobile April 2014 – December 2019

●Managed account strategy across more than 30 national retail points and improved customer satisfaction by 20% in six months through customer-handling, sales, and business-process improvements. Territory Manager Clearwire March 2010 – April 2014

●Oversaw operations across 50+ distribution points and reduced device returns by 30% through sales-rep training on customer expectations and correct equipment setup and provisioning. Certifications

CompTIA Security+ CompTIA A+ Microsoft Certified: Azure Fundamentals (AZ-900) ISC2 Certified in Cybersecurity (CC) Qualys Certified Specialist: VMDR Education

Bachelor of Arts in Digital Communication Studies

University of North Carolina at Greensboro

Kevin Dawson IT Operations & Service Delivery 2

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