Open to opportunities

Kenneth Encarnacion

@kennethencarnacion

Message

Well-rounded IT professional with extensive technical support experience.

United States

Message

What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to leverage my technical skills to support users effectively.

I am a well-rounded IT professional with extensive experience supporting frontline end-users and high-level executives in corporate environments. My technical expertise is focused on delivering business solutions, and I pride myself on being detail-oriented, accomplished, and outcome-driven. I excel in problem-solving and communication, and I thrive in rapidly changing environments.

Currently, I provide white-glove support for traders and C-Level executives at Sumitomo Mitsui Banking Corp, where I quickly resolve system issues to prevent downtime. My role involves monitoring trading floor systems, configuring devices, and managing user accounts, all while ensuring operational reliability. I have a proven track record of effectively managing incidents and collaborating with technical departments to enhance user experience.

Throughout my career, I have developed a strong foundation in IT support, having worked in various roles that required me to install, configure, and maintain hardware and software systems. My experience spans across different industries, and I am committed to continuous learning and improvement in my field.

Experience

Work history, roles, and key accomplishments

Current

Trade Floor Support Analyst

Current

Sumitomo Mitsui Banking Corp.

Oct 2023 - Present (1 year 10 months)

Provided white-glove support for traders and C-Level executives, quickly resolving system issues to prevent downtime. Monitored the performance of trading floor systems and addressed potential issues to sustain operational reliability.

Bloomberg B Unit PowerShell SNOW Bomgar VMware VSphere Intune Xerox MFA Printers

Desktop Support Technician

Houlihan Lokey

Sep 2020 - Oct 2023 (3 years 1 month)

Created and triaged tickets on ServiceNow ticketing system within SLA guidelines. Installed, configured, and maintained hardware and software on Windows 10 OS.

BlackBerry UEM ServiceNow Windows 10 Lenovo O365 Active Directory SCCM Global Protect VPN DUO

Systems Engineer

Axis Capital

Feb 2019 - Sep 2020 (1 year 7 months)

Installed, configured, and maintained Windows Server 2012/2016 technology and Windows 10 operating systems. Performed end user account creations on Active Directory and added users to correct OU.

RSA Token Windows Server Windows 10 Active Directory PowerShell Citrix O365 ServiceNow Symantec PGP Encryption

NOC Support Technician

United Nation

Dec 2017 - Feb 2019 (1 year 2 months)

Responsible for proactively monitoring physical and virtual server environments for 2 DCs in a 24/7 environment. Performed execution of enterprise backups and restores.

Virtual Servers Enterprise Backups Data Center Operations Hardware Decommissioning

Field Support Engineer

Computer Integrated Services

Jun 2016 - Dec 2017 (1 year 6 months)

Monitored the phone system and recorded new tickets in ConnectWise during normal business hours. Remotely supported multiple clients with their desktops and laptops on Windows XP, Win7, Win10, and Mac OS X El Capitan Operating Systems.

Windows XP Windows 10 Bloomberg Application Mobile Device Management Active Directory DHCP DNS Sonicwall

Helpdesk Administrator

IPsoft

Feb 2016 - Jun 2016 (4 months)

Remotely assisted multiple clients within the Health Care, Transportation, and Insurance industries. Maintained superb organization along with constant team communication while triaging and analyzing patterns of incidents and requests received as tickets or phone calls.

Active Directory MS Office Suite Lotus Notes Log On Scripts Laptop Configuration Deployment

Helpdesk Support Technician

Santander Bank

Jan 2015 - Feb 2016 (1 year 1 month)

Monitored the Remedy ticketing system to triage tickets opened by a user base of 400-500 users. Supported Bloomberg terminals on 2 trading floors with approximately 20 traders each.

Remedy Bloomberg Terminal VMware VSphere Active Directory Group Policy IPhones RSA SecurID SCCM Asset Management

Deskside Support Technician

PwC

Jul 2013 - Jan 2015 (1 year 6 months)

Assisted with supporting over 4,000 users including Partners, Principals, Directors, and Associates with their software/hardware issues. Used Service Manager v9 ticketing system to triage, open, update, and escalate tickets in a timely manner meeting targeted SLA at all times.

Lenovo X1 Carbon G2 Lenovo T440s OGC Hold Troubleshooting Switches HP Printer Toner Win 7 Images Call Manager Upgrades Excel

Education

Degrees, certifications, and relevant coursework

CCNA Training

Training, Networking

2013 - 2013

Activities and societies: Configured 2610 Cisco routers and 3524 Cisco switches. Implemented a network of 30 machines converging across a different network VLAN on RIPv2, EIGRP, and OSPF networking protocols. Configured switch security and Access Control Lists.

Participated in a one-week CCNA bootcamp, configuring Cisco routers and switches using RIPv2, EIGRP, and OSPF. Collaborated on a project to implement a network of 30 machines across different VLANs, focusing on switch security and Access Control Lists.

New York City College of Technology

Certificate, Information Security

2012 - 2013

Obtained an Information Security Certificate, demonstrating specialized knowledge in securing information systems. Also earned a Network Assurance Certificate, focusing on ensuring the reliability and security of network infrastructures.

New York City College of Technology

Bachelor of Technology, Computer Systems

2009 - 2013

Completed a Bachelor of Technology in Computer Systems. This program provided a comprehensive understanding of computer systems and their applications.