Looking for a job

Khristopher Kaumb

@khristopherkaumb

Service Desk Team Lead at Cybertill who reduced support call volume by 50% with targeted knowledge bases.

At Cybertill, I served as Service Desk Team Lead for a B2B SaaS service desk supporting 400+ retail locations. I built support structures and knowledge bases that helped maintain 96% CSAT and reduce inbound call volume by 50%.

I also managed 1,000+ endpoints remotely and used PowerShell and Python automation to cut service desk workload by 30%. Across roles at Nitto Denko Avecia, Pitcher Partners, and other organizations, I supported enterprise users, endpoints, and IT service delivery.

Experience

Work history, roles, and key accomplishments

Service Desk Team Lead

Cybertill

Dec 2023 - Jun 2026 (2 years 6 months)

Led a B2B SaaS service desk supporting 400+ retail locations, achieving 96% CSAT and reducing downtime by 75% through proactive maintenance. Managed 1,000+ endpoints, automated workflows with PowerShell and Python, and trained 20+ IT engineers.

Kaseya RMM PowerShell Python Active Directory ITIL ServiceNow POS systems Knowledge Base Development Team Leadership

Service Desk Agent

Pitcher Partners

Mar 2023 - Aug 2023 (5 months)

Provided Tier 1 and Tier 2 desktop and remote support for enterprise users, performing SCCM-based imaging, software deployments, and endpoint configuration. Managed IT asset inventory and assisted with Microsoft 365 administration.

SCCM Microsoft 365 Active Directory IT Asset Management Remote Support Troubleshooting

IT Technical Support Technician II

Nitto Denko Avecia

Jan 2021 - Feb 2023 (2 years 1 month)

Provided advanced Tier 2 support for 500+ desktops and laboratory systems, reducing endpoint downtime by 50% through proactive maintenance. Administered network configurations, print servers, and user accounts, and led onboarding procedures.

Active Directory Network Administration Printers IQVIA Smart RBAC Knowledge Base Development Onboarding

IT Technical Support Technician I

Nitto Denko Avecia

Feb 2020 - Jan 2021 (11 months)

Managed 400+ computers and delivered end-user support, maintaining 95% CSAT and improving response time by 25% through effective use of ServiceNow. Administered Active Directory and supported Cisco phones and conferencing equipment.

ServiceNow Active Directory IP phones PABX Troubleshooting Customer Service

Help Desk I

Westlake Chemicals

Aug 2019 - Feb 2020 (6 months)

Provided remote and onsite technical support for 2,000+ enterprise users, participating in a large-scale Windows 10 migration project. Managed Active Directory user administration and enterprise hardware support.

Active Directory SCCM Windows 10 Remote Support Hardware Support

Desktop Support

Procter & Gamble (Gillette HQ)

Aug 2018 - Feb 2019 (6 months)

Supported 3,000+ users in a fast-paced enterprise environment, delivering walk-up and remote technical support. Administered Active Directory, DNS, DHCP, and resolved network connectivity and hardware incidents.

Active Directory DNS DHCP Network Troubleshooting Customer Service

Deployment Technician

Getronics / Saint Joseph’s Hospital / UMass Memorial

Dec 2017 - Jun 2018 (6 months)

Supported enterprise Windows 7 and Windows 10 deployment projects across multiple client and healthcare environments. Assisted with EPIC go-live support and performed hardware rollouts and workstation imaging.

Win7 Windows 10 Epic Hardware Rollouts Imaging Software Installation