Los Angeles, California, United States
Hello! I'm Kevin, an IT professional with a passion for technology and a track record of delivering exceptional technical support. As a Help Desk Technician II, I've honed my skills in technical support, problem-solving, and network administration, consistently exceeding service-level agreements. My experience includes managing assets, equipment, and network accounts for smooth transitions and comprehensive orientation day training for new employees, equipping them with essential resources from day one. Looking ahead, my future plans are firmly rooted in the world of cybersecurity. I'm excited about the opportunity to merge my technical expertise with my passion for cybersecurity in a dynamic and evolving industry. What drives me is the idea of contributing to the security of the game development companies that played a significant role in my childhood. These studios ignited my love for technology, and now, I want to give back by ensuring their digital assets are protected from emerging threats. Ultimately, my career goal is to become a cybersecurity professional who not only secures systems and data but also assists others from diverse backgrounds, including those who share my upbringing and cultural heritage. I believe that diversity in cybersecurity is a strength, and I'm committed to promoting inclusivity and mentorship within the field. I'm excited to connect with fellow professionals, share insights, and explore opportunities to collaborate in the dynamic world of cybersecurity. Let's connect and chart a course towards a more secure digital future together!
- Provided second-level technical support to 700+ employees, consistently exceeding SLAs for issue resolution. - Implemented rigorous security measures, including 256-bit drive encryption and auto-logoff configurations, to enhance HIPAA compliance and data protection. - Conducted comprehensive orientation day training, equipping new employees with essential hardware and software resources for day-one productivity. - Successfully managed projects, including hardware refresh initiatives and documentation for hardware and software deployments, contributing to organizational efficiency. - Managed assets, equipment, and network accounts for departing employees, ensuring smooth transitions and data security. - Innovatively identified and implemented a remote account login workaround, resulting in cost savings of $50,000+ by eliminating laptop shipments for 300 employees.
- Provided second-level technical support, responding to 40-60 weekly service requests through emails, walk-ins, and assignments. - Triage, resolved, and documented issues in ServiceNow within a high-pressure environment. - Supported Windows and Apple laptops/desktops, peripherals, and monitored software using Ivanti. - Conducted on-site troubleshooting for complex network, hardware, and software issues across multiple sites. - Collaborated with various IT departments, ensuring comprehensive documentation and project management for hardware acquisitions and vendor assistance.
- Provided technical support via ZenDesk, handling 40-50 weekly service requests through emails and walk-ins. - Ensured first-contact problem resolution in a diverse, multi-platform environment. - Maintained high business partner satisfaction through adherence to documented processes and procedures. - Managed Active Directory tasks, including Group Policy, password resets, and user reactivation. - Supported Windows and Apple devices, peripherals. - Maintained meticulous records for equipment shipments, incoming inventory, and equipment being returned across the country.
- Provided technical support using Front ticketing system, addressing 20-30 weekly calls, emails, and walk-ins. - Delivered strong customer service, maintaining high user satisfaction. - Efficiently troubleshooted and resolved technical problems. - Created and maintained documentation for operational efficiency.