Open to opportunities

Kenyon sHaRp

@kenyonsharp

Message

I'm a reliable help desk analyst with 5+ years supporting end-users across software, hardware, and networks.

United States

Message

What I'm looking for

I'm seeking a Tier 1/2 Help Desk role (remote or onsite) to apply Active Directory, networking, and ticketing skills, deliver timely resolutions, and grow within a supportive, communicative team.

I'm a reliable, tech-savvy Help Desk Analyst with over five years' experience resolving end-user issues across software, hardware, and network systems. I specialize in Active Directory, remote troubleshooting, and IT ticketing platforms such as ServiceNow and Freshdesk.

I consistently deliver timely, professional resolutions and have achieved high first-call resolution rates while supporting enterprise and consumer environments. My background includes technical support in telecom and transportation operations, plus military experience supporting base infrastructure and heavy-equipment operations.

I'm completing a B.S. in Information Technology & Networking with a cybersecurity focus and seek Tier 1/2 support roles where I can apply technical accuracy, clear communication, and a customer-focused approach while continuing to grow professionally.

Experience

Work history, roles, and key accomplishments

Current

Ramp Agent

Current

American Airlines

May 2023 - Present (2 years 3 months)

Ensured operational efficiency and communication between systems and teams, adapting to changing schedules and minimizing technical delays to maintain ground operations uptime.

Ground Operations Ramp Equipment Operation Communication Logistics Time Management

Current

Pavement and Construction

Current

U.S. Air Force Reserve

Jul 2021 - Present (4 years 1 month)

Support base infrastructure operations including runway and airfield maintenance, operate heavy machinery under strict safety guidelines, and collaborate with engineering teams to ensure mission readiness.

Heavy Equipment Operation Infrastructure Support Team Collaboration

Customer Service Representative

Spectrum

Sep 2015 - Apr 2023 (7 years 7 months)

Resolved Tier 1 technical issues for internet and cable services by guiding users through remote diagnostics, logging tickets, and escalating persistent problems to improve resolution tracking.

Modem Router Troubleshooting Ticketing Customer Support CRM

Technical Support Specialist

Verizon

Feb 2013 - Aug 2015 (2 years 6 months)

Delivered help desk support for VoIP, internet, and account issues, performing password resets, email setup, and modem/router reconfiguration; achieved high first-call resolution rates through clear communication.

VoIP Password Resets Troubleshooting Ticketing

Education

Degrees, certifications, and relevant coursework

DeVry University

Bachelor of Science, Information Technology & Networking

Activities and societies: Relevant Coursework: Operating Systems; Networking; Python; Cloud Computing

Pursuing a Bachelor of Science in Information Technology & Networking with a Cybersecurity focus at DeVry University, expected graduation 2027. Coursework includes Operating Systems, Networking, Python, and Cloud Computing.