Open to opportunities

Kenny Law

@kennylaw

Message

Dedicated IT Support Specialist with strong problem-solving skills.

United States

Message

What I'm looking for

I am looking for a role that offers opportunities for growth and collaboration in a supportive team environment.

I am a dedicated IT Support Specialist with a proven track record in management, leadership, and communication. My experience spans various roles in IT support, where I have consistently demonstrated my ability to troubleshoot complex technical issues and provide exceptional service to users. I thrive in fast-paced environments and am committed to making an immediate contribution to any organization.

Throughout my career, I have successfully aided in the implementation of complex IT projects, maintained hardware inventories, and developed disaster recovery plans. My technical expertise includes system administration, user account management, and network troubleshooting. I am passionate about leveraging my skills to enhance system performance and improve user experiences.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Piedmont Access To Health Services

Dec 2021 - Present (3 years 6 months)

Aided IT staff in implementing complex projects like platform migrations and maintained inventory of all hardware assets. Assisted in developing disaster recovery plans to minimize downtime and performed system administration tasks including user account management and troubleshooting.

Disaster Recovery Planning System Administration Account Management Troubleshooting Microsoft Office Active Directory

Current

IT Field Support Technician

Current

Barrister Global Services Network Inc

Oct 2017 - Present (7 years 8 months)

Provided prompt technical aid to end-users for hardware and software issues and maintained updated inventory of IT equipment. Supported mobile devices, conducted system performance tests, and resolved network connectivity problems.

Technical Support Mobile Device Management Splunk

Team Lead Call Center Representative

Thrive works

Mar 2018 - Oct 2020 (2 years 7 months)

Managed daily workflow, delegating tasks efficiently, and monitored quality assurance metrics for representatives. Trained agents on phone systems and software, assessed performance through feedback, and provided exceptional customer service.

Team Leadership Workflow Management Quality Assurance Staff Training Customer Service Payroll Management Scheduling

Desktop Support Engineer

Volt Workforce Solutions/NII Holdings, Inc

Nov 2008 - Jul 2009 (8 months)

Monitored system performance metrics and managed user accounts using Active Directory services. Installed operating systems, developed scripts for administrative tasks, and supported VoIP telephone systems.

Active Directory VoIP Windows Server

Tier 2 Technical Support Specialist

ICore Networks Inc

Sep 2011 - Nov 2012 (1 year 2 months)

Provided technical support to customers via phone and email, troubleshooting hardware and software issues. Helped with installation, configuration, and maintenance of computer systems, networks, and peripherals, utilizing remote diagnostic tools.

Technical Support Technical Troubleshooting Maintenance TeamViewer LogMeIn Rescue

Education

Degrees, certifications, and relevant coursework

Local College

Certification, Networking and Security

Currently pursuing CompTIA Network+ certification, followed by CompTIA Security+ certification. This program is offered through a local college.

CompTIA

Certification, Information Technology

Obtained CompTIA A+ Certification, demonstrating foundational knowledge in IT support and computer hardware. This certification covers essential skills for an entry-level IT professional.