George M. Henson, Jr.
Reisterstown,MD
Summary
Dynamic IT professional with extensive experience at Kodiak Partners, excelling in IT service management and team leadership. Achieved over 80% first contact resolution while enhancing technical documentation and support processes. Proficient in Active Directory management and passionate about delivering exceptional customer service and innovative solutions. Results-driven Sr. Service Desk Analyst with a proven track record in incident management and remote technical support. Achieved an 80-85% first contact resolution rate while supporting over 5000 users across multiple operational companies.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Service Desk Analyst
Kodiak Partners
06.2022 - Current
- Receiving requests via phone, email, chat, or portals and documenting them accurately in an ITSM Jira.
- Supported multiple Op-Co with over 3000 devices and 5000 users, achieving first contact resolution rate of 80-85 percent on high ticket volume.
- Handled password resets, multi-factor authentication (MFA) setups, and access permissions for folders and applications.
- Escalation: Identifying complex issues that require specialized knowledge and routing them to Level 2 or Level 3 support teams (e.g., Network Engineers or Server Admins).
- Created "how-to" guides and documentation to assist users and technicians in resolving common issues.
IT Site Manager
Meridian Systems
02.2019 - 06.2022
- Oversee daily IT operations and ensure the reliability, performance, and security of local technology systems.
- Troubleshot and resolved complex IT issues swiftly, minimizing downtime and ensuring operational continuity.
- Coordinated with corporate IT on system upgrades, cybersecurity initiatives, and project rollouts to enhance system capabilities.
- Managed Azure and AD accounts. Managed Network support for over 100 site and remote users.
- Ensured compliance with company IT policies, procedures, and data protection standards.
- Maintain IT asset inventory and manage site-level technology budgets.
- Collaborate with other site leaders to align IT resources with operational and business needs.
- Ensured functionality of all computers, laptops, and printers by conducting regular updates and maintenance.
- Managed relationships with third-party vendors and service providers to optimize service delivery and support.
Technical Support Specialist
Calvert Education Services
09.2015 - 01.2019
- Delivered technical support to 3000+ students and school clients, ensuring resolution of issues and enhancing user satisfaction.
- Tier 1 and Tier 2 support, administrator of accounts and online databases.
- Assisted users with troubleshooting and resolving issues in Windows 7 and Windows 10.
- Facilitated Break/Fix repairs for laptops, PCs, and printers, minimizing downtime for users.
- Administrator in Active Directory password resets and creation of account using Google Mail and Office 365.
- Managed the Help desk and in charge of the process and training of staff.
- Led IT consulting, planning, and support for organizational units as primary technology leader, managing technologies and software while overseeing configuration and deployment of resources and learning management system.
- In charge of service and problem management in the ITIL process.
- Generated weekly and monthly reports on service management and change management.
Migration/PC Team Lead - EPIC/AD
University of Maryland Medical Center
Baltimore, Maryland
04.2014 - 09.2015
- Led team of technicians in migrating PCs to enterprise active directory domain, enhancing system integration.
- Resolved PC and account issues for customers to improve product configurations.
- Resolves escalated break/fix troubleshooting customer issues.
- Utilized exceptional communication skills to build and maintain positive relationships with customers.
- Supported less experienced desktop staff to enhance their skills in troubleshooting and ticket management.
- Solve issues desk side and through remote desktop.
- Diagnose and resolve product performance problems.
- Perform maintenance and repair services.
- Inventory PCs and assist with PC hardware requirements for Epic Software.
Sr. Helpdesk IT Support
Catholic Charities-Washington, DC
Washington, D.C.
01.2012 - 01.2014
- Executed real-time ticket entry by monitoring and managing ticketing system for prompt issue resolution.
- Followed up with users to confirm successful resolution of technical issues.
- Served as liaison between end-users and technical staff to facilitate effective communication of issues and questions.
- Delivered end user training on system functionalities.
- Document related issues to maintain an IT knowledge base.
- Maintained all systems, applications, security, and network configurations.
- Research patches, updates and solutions for computer issues, both hardware and software related.
- Research questions utilizing a variety of manuals and resources, and the ability to work with staff in answering customer questions.
- Build strong relationship within all levels of the client leadership.
Sr. Customer Support Engineer
Washington Metro Transit Authority
Washington, D.C.
01.2010 - 01.2012
- Delivered tier one and tier two helpdesk and desktop support in alignment with SLAs, managing high call volume effectively.
- Diagnosed and resolved technical issues for computers and peripherals, restoring functionality and minimizing downtime for users.
- Installed and upgraded operating systems from Windows XP to Windows 7, ensuring compatibility and performance enhancements.
- Install new images on laptops and computers using Symantec Ghost and Acronis software.
- Documented all calls and e-mails using the ticketing software and escalated tickets to the network group.
- Supported remote users with Citrix software and secure meeting software.
ITIL Problem Data Analyst
International Monetary Fund (IMF)
Washington, D.C.
01.2008 - 01.2010
- Analyzed data using Remedy and Crystal Reports to identify, develop, implement, and enhance IT Help Desk processes and metrics.
- Oversaw technical management and IT Helpdesk Operations teams to pinpoint potential infrastructure issues.
- Queried and integrated information from support tools (incident management, problem management, change management) to streamline data accessibility.
- Work closely with incident management, problem management, and other processes to identify potential problems or to investigate existing problems to direct technical team’s analysis.
Helpdesk Supervisor
Department of Labor-MSHA
Washington, D.C.
01.2007 - 01.2008
- Managed program operations and helpdesk services for a federal government client across multiple locations.
- Supervised 7 technicians at multiple sites.
- Supported more than 500 end users with computer network systems and peripheral devices.
- Installed, configured and maintained backend and front-end system as well as LAN and WAN connection at remote sites.
- Maintained passwords and data integrity and file system for the desktop environment.
- Created reports and customer surveys to identify service desk improvement opportunities.
- Conducted gap analysis to inform IT improvement projects.
Education
B.A. -
University of Maryland University College
Adelphi, MDUniversity of Maryland -
University of Maryland
College ParkSkills
- IT service management
- Incident management
- Technical support expertise
- Help desk operations
- Remote technical support
- Active Directory management
- Ticketing system proficiency
- Network troubleshooting
- Remote desktop support
- Service desk tools
- Software installation
- Technical documentation
- Security awareness training
- Team leadership
- ITIL framework
Certification
ITIL version 3
Projects
- UMMS AD/Epic Migration project, 9 Hospitals in the University of Maryland System. 20,000 PC’s inventory and add to Domain project
- DC Public Schools PC roll-out, 130 schools. Creation and management of school Personnel e-mail accounts
- Department of Labor-MSHA network design, Remote office set-up. Application and ITIL implantation project. Conducted Gap Analysis and Helpdesk assessment
- Howard University Hospital, Installation of web-based transportation software and transporter policy and procedures
- T. Rowe Price, Upgrade and launch of new financial software and website
Technical Skills
Remedy 6.03, GWI Interface, Cisco Agent, Active Directory, Go to Assist, Remotely Anywhere, Ghost Imaging, Acronis Imaging, LANDESK, Loaner Laptop setup, RSA Security, Printer configuration, Microsoft Office, WINTERMS, Citrix, Log Me In 123, Bomgar remote desktop, Salesforces, Nextiva phones, Office 365, Word, PowerPoint, Excel, Access, Publisher, Project, Outlook, Lotus Notes, Visio, Adobe Acrobat, Illustrator, Word Perfect, Front Page, Corel Draw, AutoCAD
Timeline
Sr. Service Desk Analyst
Kodiak Partners
06.2022 - Current
IT Site Manager
Meridian Systems
02.2019 - 06.2022
Technical Support Specialist
Calvert Education Services
09.2015 - 01.2019
Migration/PC Team Lead - EPIC/AD
University of Maryland Medical Center
04.2014 - 09.2015
Sr. Helpdesk IT Support
Catholic Charities-Washington, DC
01.2012 - 01.2014
Sr. Customer Support Engineer
Washington Metro Transit Authority
01.2010 - 01.2012
ITIL Problem Data Analyst
International Monetary Fund (IMF)
01.2008 - 01.2010
Helpdesk Supervisor
Department of Labor-MSHA
01.2007 - 01.2008
B.A. -
University of Maryland University College
University of Maryland -
University of Maryland