Carl Kernek
System Administrator
Tucson,AZ
Summary
First-rate IT Expert with 6 years of experience offering outstanding support to users of various levels. Exceptional skills and knowledge in scripting, desktop support, and subject matter expert on architecting Apple device deployments. Established reputation as a sharp technology expert when working with employees to identify and deploy solutions. Continually looked upon as a leader in implementing IT changes across the organization.
Overview
6
6
years of professional experience
7
7
years of post-secondary education
3
3
Certifications
Work History
IT Support Specialist II
TuSimple
Tucson, AZ
04.2019 - Current
- Architected current macOS and iPad OS deployments company wide
- Architected current Windows 10 deployments company wide
- Troubleshot issues on Windows, macOS, Ubuntu, and iPad OS
- Set up and deploy servers for the Tucson site
- Coordinated and collaborated with multiple departments to set up IT equipment and permissions for employees and onboard new employees
- Forecast and place in orders for IT equipment for both the AZ and TX sites
- Manage end user services team for Arizona
- 2nd in command for end user services teams for CA, AZ, & TX
- Train new IT Support Specialists for both AZ and TX
- Document solutions, create work instructions for end user services
- Ensure asset management is up to date
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and input commands to troubleshoot areas.
IT Desktop Support Technician
Dun & Bradstreet
Tucson, AZ
10.2017 - 04.2021
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Configured hardware, devices and software to set up work stations for employees.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and company policies.
IT Support
Staff Experts
Tucson, AZ
12.2016 - 10.2017
- Was contracted out to Dun and Bradstreet Credibility
- Created help desk tickets, troubleshot and resolved desktop issues.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Delivered onsite technical support for 300+ employees.
- Answered questions and provided information to employees about new software or hardware.
- Updated company software deployments to maintain required performance metrics and safeguard against security flaws.
- Maintained and operated AV equipment for use during internal presentations and client-facing events.
- Closed 20 - 40 on site tickets per day and consistently took 1st place in IT tickets closed among international IT staff.
- Translated complex technical issues into digestible language for non-technical users.
IT Tech
Arizona Computer Guru
Tucson, AZ
01.2016 - 12.2016
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Documented all transactions and support interactions in system for future reference and addition to knowledge base.
- Provided replacement files to customers missing data, including media files, software components and other digital deliverables.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Identified potential sales and cross-selling opportunities in course of delivery of support services.
- Used critical thinking to break down problems, evaluate solutions and make decisions in repairing customer's devices.
- Remediated viruses and malware on customers' devices.
- Ensured customers' devices were up to date.
Owner
Dragoon Technologies
Tucson, AZ
03.2015 - 01.2016
- Assessed income and expenses and adapted plans to improve profit levels.
- Developed business plan, processes and procedures to provide superior service to customers.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Completed administrative duties, including answering phones, taking messages, ordering inventory products, organizing workplace and replying back to emails.
- Removed virus's and malware from customers devices.
- Set up small businesses with network, printers, and desktops.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Answered questions and provided information to customers about new software or hardware.
- Translated complex technical issues into digestible language for non-technical users.
- Assisted customers with product selection based on stated needs, proposed use and budget.
Education
Bachelor of Science - Technological Entrepreneurship And Management
Arizona State University
01.2014 - 12.2019
Associate of Science - Organic Chemistry
Pima Community College
01.2009 - 05.2011
Skills
Design development
Accomplishments
- Architected macOS deployments 1.5 months ahead of major compliance schedule compared to the other Operating Systems at TuSimple.
- MacOS deployments were so successful, company went from 20 macs to close to 400 macs in 3 months.
- Was nominated as an honorable mention in TuSimple's Company Core Value: Safekeeping.
- Planned and executed project to deploy 100 iPad Minis to a team at TuSimple that were critical for business operations
- American flag flown over Capitol Hill in honor of my volunteer service helping disadvantaged youth.
- Served in the Army Reserves in the early 2000's.
Certification
Comp TIA A+
Timeline
Comp TIA Security +
07-2019
IT Support Specialist II
TuSimple
04.2019 - Current
IT Desktop Support Technician
Dun & Bradstreet
10.2017 - 04.2021
Comp TIA Networking +
07-2017
IT Support
Staff Experts
12.2016 - 10.2017
IT Tech
Arizona Computer Guru
01.2016 - 12.2016
Owner
Dragoon Technologies
03.2015 - 01.2016
Comp TIA A+
10-2014
Bachelor of Science - Technological Entrepreneurship And Management
Arizona State University
01.2014 - 12.2019
Associate of Science - Organic Chemistry
Pima Community College
01.2009 - 05.2011
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