Aaron Kimball
Helpdesk Supervisor
Livonia,MI
Summary
Accommodating Helpdesk Supervisor with three years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Helpdesk Supervisor
Escalent
Livonia, MI
4 2022 - Current
- Provided comprehensive IT support to the CEO and other C-level executives, ensuring seamless technology operations and quick resolution of technical issues
- Developed automated workflows in the ticketing system to streamline and complete simple and repetitive tasks
- Enhanced the knowledge base by organizing categories, updating articles, and creating workflows to automatically link relevant articles to specific tickets
- Managed a global team of 10, including two members in the United States and eight in India, improving cross-cultural collaboration
- Helped streamline the onboarding and offboarding process by automating account creation and disabling accounts
- Promoted professional development by encouraging team members to utilize LinkedIn Learning for an hour daily, resulting in enhanced skills and improved team performance
- Assisted in managing Intune and the Autopilot process to ensure seamless installation of the company’s default applications and maintained the Company Portal to ensure users had access to the latest resources
- Implemented and managed Kandji for the company’s macOS devices, ensuring streamlined device management and compliance with security policies
- Developed custom reports in the ticket system to analyze received vs
- Resolved tickets, track team member assignment by day and hour, and tickets by category, enhancing workload distribution and team productivity
- Generated trend analysis reports for the last 7, 30, and 90 days to identify automation opportunities, improving efficiency and reducing manual workload.
IS Specialist
Escalent
Livonia, MI
05.2019 - 04.2022
- Provide remote and onsite assistance for 10 offices and remote employees
- Providing support for all hardware, software, and peripheral issues
- Creating users and groups in Active Directory, managing Group Policy
- Installing printers that use Papercut software, Cisco VoIP phones, Mitel cloud base VoIP phones
- Experience with MS Exchange/Office365: creating email accounts, groups, setting up mail flow rules; creating and generating reports using Exchange PowerShell
- Create/delete accounts in Google G suite
- Manage user accounts in Azure AD
- Create group-based licensing in Azure AD for Office 365
- Work with Fortinet’s Fortiems and Forticlient providing VPN access
- Provider leadership and support with team members
- Handle escalated issues with users
- Create guides for team members and company employees.
Information Technology Technician
Quantum Services Group
02.2017 - 05.2019
- Remote and onsite assistance
- Providing support for all hardware, software, and peripheral issues
- Creating users and groups in Active Directory, managing Group Policy
- Installing printers, access points, servers, switches, and VoIP phones
- Experience with MS Exchange/MS Office: creating email accounts, groups, setting up mail flow rules; creating and generating reports using Exchange PowerShell
- Performed server maintenance, restoring deleted data from backups
- Trained in Sophos and Palo Alto firewall.
Help Desk Supervisor
PC Treasures
03.2016 - 02.2017
- Accomplished staff goals by coaching and counseling employees; Developed team growth opportunities
- Conducted training, implemented policies and procedures
- Provided superior service by enforcing quality and customer service standards; Examined customer satisfaction and technician reviews; Checked and inspected customer’s tickets and chat log
- Planned, monitored, and appraised job results
- Troubleshot common technical issues to include malware infected systems, printer connections/setup, Windows updates, programs not launching, and email accounts; Upgraded software, patches and operating system
- Analyzed network problems and managed preventative maintenance procedures
- Ensured that all computers were secured effectively by installing and updating antivirus software.
Education
Bachelor of Science - Information Technology And Security
Baker College
Auburn Hills, MI 01.2014 - 05.2019
Skills
Windows OS
Microsoft Office Enterprise
Active Directory
Server Maintenance
Ticket quality control
Enforcement of policies
Ticketing System
End-user support
Support policy planning
Report Analysis
End-User Training
Service Desk Team Management
IT maintenance
Teamwork and Collaboration
Remote Technical Support
Microsoft Windows and Office
Certification
Active Security Clearance: Secret
Militaryexperience
Wheeled Vehicle Mechanic 91B, 02/14/11, 11/07/13, United States Army, supervising, performing maintenance and recovery of a range of tactical vehicles, performing preventive maintenance, inspections, quality assurance of all repairs, guiding new privates when they arrived in our company, replacing transmissions, tires, doors, fluids, using portable computers to troubleshoot error codes, repairing engines, completing work orders to company standards, inspecting machine parts for conformance to product specifications, using tools to re-thread bolts and screws, working with third party contractors on engine repairs and replacement, promoting shop safety by following the safety guidelines, explaining to operators the do’s and don’ts and what to look out for, inspecting vehicles every morning
References
- Justin Macphee, (586) 524-6500, jmacphee9@gmail.com
- Ticia Eccardt, (269) 419-0814, burgietm@gmail.com, ticia.m.burgie@usdoj.gov
Timeline
IS Specialist
Escalent
05.2019 - 04.2022
Information Technology Technician
Quantum Services Group
02.2017 - 05.2019
Help Desk Supervisor
PC Treasures
03.2016 - 02.2017
Bachelor of Science - Information Technology And Security
Baker College
01.2014 - 05.2019
Helpdesk Supervisor
Escalent
4 2022 - Current
Active Security Clearance: Secret
Microsoft Certified Azure Fundamentals (2022)
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