kevin ward

it service desk analyst

About

I am an IT support professional who excels at customer service going above and beyond for my customers. I have a wide range of experience in banking, retail, medical, and education. I have experience working with service now and Oracle right now ticketing software. I have mainly worked in Windows environments however I do have experience not only supporting Mac computers but also selling mac book laptops at my college help desk position.

Country

united states

City

osseo

Industry

food production

Skill

customer service, technical support, troubleshooting, teamwork, microsoft office, networking, microsoft word, microsoft powerpoint, training

Experience

lead consultant

st. cloud state university

2013-1 - 2015-5 · 2 yrs 5 mos

As a lead I am not only supervising, but I also show newer consultants how to troubleshoot many common issues. Increased duties include; more printer troubleshooting responsibilities, and more interaction with full time staff on issues that need to be escalated to them. Provide technical support to students and staff over the phone and in person support. Mainly dealt with issues on personal machines and with school technology accounts related to email and online classroom systems. Experience with Oracle RightNow software and Bomgar remote desktop software. Bomgar is used to help distance students with personal computer issues. RightNow software is our ticketing software to track incidents as they get worked on whether in our area or escalated to full time staff.

it security consultant

djo global

2014-7 - 2014-8 · 2 mos

Worked with the IT security team to ensure all PC's on site were up to security compliance. Using IP 360 software we scanned computers on the network, then based on their score we determined which vulnerabilities needed to be patched and at what urgency.

service desk analyst

antares information technology solutions

2017-6 - 2017-10 · 5 mos

Provide technology support to clients. Support can include anything IT related, main responsibilities include, password resets, new user onboarding, off boarding, and software installs. As a helpdesk analyst, I am responsible for fulfilling requests within client expectations. Support requests are received through phone, email and walk in.

technician support analyst

tcf bank

2015-12 - 2017-6 · 1 yr 7 mos

Provided technical support to TCF employees over the phone and email. Worked with employees at corporate offices as well as at branch locations. We worked with issues as small as a password reset to things as big as a branch location losing its network connection.

client support specialist

target

2015-7 - 2015-12 · 6 mos

Provided technical support to Target stores nationwide over the phone. My role on the mobile device team was to ensure apple devices are working properly for Target team members to use throughout their work day.

it service desk analyst

restaurant technologies

2018-3 - Present · 8 yrs 7 mos

As a Service Desk analyst I am responsible for assisting employees with technical issues over the phone and email. Support experience includes working with truck drivers, service technicians, and corporate employees. Systems supported include Iphones, Surface tablets, and Windows laptops. Another major responsibility of my job is to on board and off board employees as they come and leave the organization, systems used include Active directory, Microsoft exchange, air-watch, Web ex and Cisco IP phone administration.