Summary
Overview
Work History
Education
Skills
Timeline
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KENDRELL MOORE

Coppell,TX

Summary

A highly proficient and solutions-focused IT support professional with multifaceted experience in process management, project management, training and development, continuous improvement, and cross-functional collaboration within corporate technology environments. Proven aptitude for delivering white glove support to C-suite executives and managing enterprise IT service catalogs across global regions. Excels in optimizing Knowledge Base management and leading Windows upgrade initiatives. Applies exemplary technical, analytical, and communication skills to ensure seamless operations and maximize customer satisfaction.

Overview

16
16
years of professional experience
2
2
years of post-secondary education

Work History

IT Product Support

JONES LANG LASALLE
Dallas, TX
01.2023 - 02.2025
  • Supported Information Technology service catalog of over 60 applications centered around Commercial Real
  • Estate and Financing in Americas, EMEA (Europe, Middle East, Africa), and APAC (Asia Pacific) regions
  • Logged tickets using ServiceNow and Service Cloud (Salesforce-built web interface for support agents)
  • Functioned as information manager for 600 Knowledge Base / ITIL, responsible for creating, editing, and deleting support articles, migrated Documentation to Confluence
  • Managed processes of cross-functional / interdepartmental ticket / issue escalations, providing documentation and meeting with global managers to remove silos between deskside and product support, and reduce turnaround by 60 support hours
  • Facilitated global change management requests for Americas region
  • Performed duties as Work-front manager, as well as liaison for change requests involving service catalog updates, upgrades, and 4 quarterly deployments.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Technical Support Engineering Lead

JONES, LANG
Houston, TX
01.2019 - 01.2023
  • Oversaw team of 14 technical support professionals, serving as escalation point for complex issues
  • Provided day-to-day, in-house Deskside support in hybrid environments, troubleshooting PCs, Macs, printers, networking, security, hardware deployments, software deployments, imaging, and mobile device management
  • Managed Windows Upgrade projects, identifying, diagnosing and remedying technical issues for over 2500 at-risk machines within 90 days
  • JAMF Administration including Device enrollment, Configuration Profile Management, Application Management and Deployment, Security and LAPS Management, Inventory Device Management, User Support including monitoring and reporting and device check-in troubleshooting
  • Provided remote support for over 3,000 employees and leaders, while ensuring timely white glove support for over 400 revenue-generating business lines within Capital Markets
  • Mentored and led technical teams across the support environment, implementing approaches gathered from leadership events to exceed KPIs with 95% Service Level Agreement and 99% Customer Support Surveys
  • Okta Administrator : Creating and Managing Users, Creating and Managing Groups, Assigning Users to Applications, Managing Administrative Roles, Profile Resets, Reviewing Okta Logs for errors, Password resets
  • Provided coaching, mentorship, and leadership to teams across support environments while exceeding KPIs with Service Level Agreement and 99% Customer Support Surveys
  • Served as an escalation point for support teams tiered below, such as Deskside Team, Helpdesk, and Technology
  • Support Center Representatives who provide white glove support for over 5000 internal employees
  • Supported project management team, aiding office remodels and moves by handling technological aspects such as equipment removal and setup, networking, IP phone configuration
  • Completed hands-on start-to-finish remediation, creating remediation documentation providing training to larger deskside support technicians teams, and becoming point of contact for Windows Upgrade issues.
  • Conducted thorough risk assessments for complex engineering projects, minimizing potential hazards while maximizing resource utilization.
  • Managed multiple projects concurrently, effectively prioritizing tasks to achieve successful outcomes within budget constraints.
  • Collaborated with stakeholders to gather requirements and develop tailored engineering solutions that met business needs.
  • Evaluated project performance using key metrics; analyzed data to identify trends, optimize resources allocation, and inform future decisionmaking.
  • Improved engineering processes by implementing innovative automation strategies and techniques.
  • Enhanced team productivity by implementing agile methodologies, fostering a culture of adaptability and continuous improvement in the workplace.
  • Mentored junior engineers, fostering professional growth and improving overall team performance.
  • Optimized project efficiency by streamlining communication channels between cross-functional teams.
  • Established strong relationships with vendors, negotiating favorable terms that contributed to cost savings and improved supply chain management.
  • Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
  • Led engineering teams to successfully complete projects on time and within budget.
  • Developed and implemented procedures to verify compliance with engineering standards.

Helpdesk Support Supervisor

HOLLIDAY, LANG
Houston, TX
01.2018 - 01.2019
  • FENOGLIO, FOWLER LP (LATER PURCHASED BY JONES, Managed up to 22 support technicians responsible for 2800 end-users across the US and Europe, providing leadership, mentorship, and coaching in a fast-paced and demanding corporate enterprise environment
  • Okta Administrator
  • Creating and Managing Users, Creating and Managing Groups, Assigning Users to
  • Applications, Managing Administrative Roles, Profile Resets, Reviewing Okta Logs for errors, Password resets
  • Specialized in providing Helpdesk support value to corporate leadership and executive suite employees through carefully implemented 'White Glove' support
  • JAMF Administration including Device enrollment, Configuration Profile Management, Application Management and Deployment, Security and LAPS Management, Inventory Device Management, User Support including monitoring and reporting and device check-in troubleshooting
  • Managed Deployment of Google Workspaces to Hotel Team agaents
  • Oversaw several successful company-wide deployment projects, such as Skype for Business and Windows 10 'environment health check', providing hands-on installation and training for office integrations
  • Developed Knowledge Base Architecture to unify troubleshooting strategies for Enterprise processes and Service
  • Level Agreements, decreasing time-to-resolution by up to 5%
  • Provided excellent customer service support and resolved first- and second-level technical issues as well as
  • C-Suite level support, while proficiently supporting Service Catalog of over 100 software items.
  • Streamlined support processes for increased efficiency and improved response times.
  • Mentored junior team members, providing guidance on best practices and professional development opportunities.
  • Implemented a knowledge management system to centralize information resources for easy access by the support team.
  • Negotiated vendor contracts for outsourced services, ensuring cost-effective solutions that maintained high-quality standards of service delivery.
  • Reduced customer wait times by implementing automated ticketing systems and prioritizing urgent requests.
  • Enhanced customer satisfaction by promptly addressing and resolving support issues.
  • Ensured seamless transitions between shifts by implementing a standardized handover procedure, reducing miscommunications and knowledge gaps.
  • Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
  • Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
  • Developed staff training programs to ensure consistent service quality across the team.
  • Managed a team of support professionals, fostering an environment of collaboration and growth.
  • Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
  • Conducted regular performance evaluations for team members, offering constructive feedback and opportunities for growth within the organization.
  • Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
  • Collaborated with other departments to address customer needs holistically and provide comprehensive solutions.
  • Cultivated strong relationships with key clients through proactive communication and personalized attention to their unique needs.
  • Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
  • Spearheaded cross-functional initiatives aimed at improving overall product quality, leading to reduced support requests from customers.
  • Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
  • Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
  • Created, prepared, and delivered reports to various departments.
  • Coached employees through day-to-day work and complex problems.
  • Analyzed customer service data to identify trends, identify solutions and improve customer experience.
  • Collaborated with other teams to identify and resolve customer issues quickly and professionally.
  • Developed and maintained relationships with customers to enhance customer satisfaction.
  • Managed specialist team to provide technical assistance and customer service.
  • Monitored employee and customer interactions to assess quality of service.
  • Prepared employee schedules for maximum coverage during key hours.
  • Monitored customer service metrics and provided feedback to team members, upholding quality standards.
  • Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
  • Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Organized meetings for executives and coordinated availability of conference rooms for participants.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Trained team members on new hotel services and products to support promotional efforts.

Imaging and Deployment Lead / Inventory Manager

TRANS-CANADA
Houston, TX
01.2016 - 06.2017
  • PIPELINES (BY WAY OF PROCOM SERVICES, , ((On-site / Houston Tx, Led 50-70 technicians while packaging Windows 10 machines, peripherals, docking stations, and monitor cabling
  • Supervised 10-15 employees while upgrading Windows 7 computers Pro to Windows 10 Pro, receiving, asset-tagging, and upgrading image for over 2000 HP computers
  • Received, asset-tagged, and upgraded image from Windows 7 Pro to Windows 10 Pro for over 2000 HP computers
  • Upgraded over 2000 Windows 7 Professional Tablets (HP X2 Elite), laptops (HP G3), and desktops (Z-440) to
  • Windows 10 Professional
  • JAMF Administration including Device enrollment, Configuration Profile Management, Application Management and Deployment, Security and LAPS Management, Inventory Device Management, User Support including monitoring and reporting and device check-in troubleshooting
  • Took on secondary responsibilities including imaging team lead, assisting with inventory and asset management, business analyst data tracking, desktop team lead, and shipping and receiving / equipment procurement
  • Supervised 5-10 person deployment team, including Windows 10 trainer
  • Served as escalation contact and supervisor for 70 in-the-field technicians
  • Deployed 700+ Windows 10 machines to employees throughout Houston, including RSA tokens, dual monitor setup, installation of printers, network drive mapping, Microsoft Office activation, and One-Drive syncing
  • Held responsibility for second-largest deployment (700) out of over 2500 delivered workstations on project
  • Led 10-15 person employee training sessions, teaching how to use Windows 10 machines in work environment
  • Provided desktop support for 700+ machines in person and 2,000+ machines via phone support after deployments
  • Kendrell Moore, Page 3
  • Updated and corrected mistakes found in inventory accounting databases
  • Provided correct totals for project inventory 'handover' to company operations support
  • Assisted in 200 high-performance Windows 10 Pro machines and peripherals via remote deployment process
  • Provided desktop support to over 2000 users after deployment
  • Coordinated recovery of 1,900 legacy Windows computers
  • Collected and successfully processed (including inventoried) and E-wasted over 700 user machines, while processing separately machines with legal holds
  • Participated in procurement and coordinated materials
  • Promoted to Desktop Team Lead

IT Support Analyst

GARY GREENE BETTER HOME AND GARDENING
Houston, TX
01.2016 - 06.2016
  • On-site / Houston Tx, Utilized Active Directory for account creation / termination requests, employee management, and password resets
  • Added users to secure domain / granted domain access, as well as permissions for Citrix applications
  • Handled physical installs of desktop equipment, re-imaging and cleaning of Windows computers, and installs and maintenance of printers / fax machines
  • Supported network for 'down sites' (locations that lost complete network connectivity).
  • Excellent communication skills, both verbal and written.
  • Skilled at working independently and collaboratively in a team environment.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Help Desk Technician / Desktop Support

TAILORED BRANDS
Houston, TX
01.2014 - 01.2016
  • On-site / Houston Tx, Supported over 20 company corporate offices, over 5000 store locations, and several distribution centers across globe
  • Averaged 35-50 service calls while maintaining 'First Call Issue Resolution percentage' of 85%, and average of6 to 10 on customer service satisfaction surveys
  • Resolved Windows and Apple-based computer platform issues and application troubleshooting
  • Granted company access to corporate 'Groups', Network Drives, and assisted with procurement of office equipment
  • Supported multiple stores including POS machines, USB peripherals, and network equipment, overseeing completed testing for new store rollouts, remodels, and store closings.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem solving.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
  • Developed strong relationships with clients through excellent communication skills, earning respect as a trusted advisor on IT-related matters.

Desktop Support

CAPITAL ONE INC
Houston, Texas
01.2014 - 08.2014
  • Provided desktop support for Windows-based employee workstations
  • Handled creation, termination, and management of employee access
  • Relocated to Houston Area.
  • Served as an escalation point for challenging desktop support cases, applying advanced problem-solving skills to resolve issues quickly.
  • Improved end-user satisfaction by providing timely and efficient L2 desktop support services.
  • Demonstrated commitment to continuous learning by attending industry conferences, workshops, and online courses to stay current on best practices in desktop support management.

Help Desk / Desktop Corporate Analyst

AIG INC
Dallas, Texas
01.2013 - 12.2013
  • Managed Executive VIP Line levels 1, 2, 3 (VIP
  • Level 1 considered CEO level)
  • Utilized remote access tools to work with confidential and sensitive documents to troubleshoot Windows application issues
  • Used Active Directory for password resets and unlocking of accounts
  • Logged tickets in Remedy-based ticketing system
  • Reset and/or unlocked Mainframe applications through Rumba
  • Installed mobile applications (RSA and Good apps) on iDevices, Blackberrys, and Android Devices.
  • Cultivated a high-performing team environment, setting expectations for excellence and providing ongoing feedback and coaching to drive results.
  • Championed process improvements initiatives, leading cross-functional teams in the identification of inefficiencies and implementation of solutions.

Help Desk Support

JCPENNY'S
Dallas, TX
01.2012 - 01.2013
  • Supported stores with Scanners, Personal Computers, iDevices, PDAs
  • Troubleshooting POS and MPOS applications and devices used in store
  • Utilized Remedy ticketing system.
  • Delivered help desk support for regional and global users and worked with global service desk team to address repeat issues.
  • Participated in ongoing professional development opportunities to stay current with industry trends and best practices in help desk support.
  • Increased end-user satisfaction by establishing responsive help desk support services for hardware and software issues.

Applecare Support Agent

APPLE INC
Dallas, Texas
01.2009 - 01.2012
  • Achieved 97% Customer satisfaction survey percentage as At Home Advisor Applecare Tier 1
  • Promoted to Tier 2
  • Made lateral change to Mentoring / Training of new advisors
  • Supported Apple new product roll-outs while simultaneously supporting current and Legacy Apple products and services
  • Supported roll-out of Mac Mail, Mobile Me, iCloud, iPhone, iPad, iMac, Macbook, Macbook Air.
  • Managed multiple priorities successfully while maintaining strict adherence to deadlines within a fast-paced environment.
  • Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
  • Utilized remote desktop tools effectively when necessary for efficient troubleshooting assistance directly on client systems.

Education

UNIVERSITY OF HOUSTON
01.2007 - 01.2009

Skills

TECHNICAL SKILLS Bomgar Nextthink MECM (SCCM) Big Fix Jamf Active Directory Azure McAfee Net-Scope VPN Network Share Drives Okta Administration JAMF Administration Druva Microsoft Endpoint Adobe Admin Suite Microsoft Enterprise Software (Teams, Outlook, Excel, etc) Microsoft InTune MDM Argus Enterprise Security & Distribution List Management Service Now Zen Desk Jira Salesforce Based Ticketing Confluence Microsoft Office Google Workspace

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Timeline

IT Product Support

JONES LANG LASALLE
01.2023 - 02.2025

Technical Support Engineering Lead

JONES, LANG
01.2019 - 01.2023

Helpdesk Support Supervisor

HOLLIDAY, LANG
01.2018 - 01.2019

Imaging and Deployment Lead / Inventory Manager

TRANS-CANADA
01.2016 - 06.2017

IT Support Analyst

GARY GREENE BETTER HOME AND GARDENING
01.2016 - 06.2016

Help Desk Technician / Desktop Support

TAILORED BRANDS
01.2014 - 01.2016

Desktop Support

CAPITAL ONE INC
01.2014 - 08.2014

Help Desk / Desktop Corporate Analyst

AIG INC
01.2013 - 12.2013

Help Desk Support

JCPENNY'S
01.2012 - 01.2013

Applecare Support Agent

APPLE INC
01.2009 - 01.2012

UNIVERSITY OF HOUSTON
01.2007 - 01.2009

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