Microsoft Endpoint Configuration Manager
James Kitchens
Student
Orlando,FL
Summary
Driven student leveraging studies in Cyber Security seeking real-world experience in the Cyber Security field. Skilled with penetration testing, network monitoring, cloud computing, cryptography, cyber security principles, and more.
Overview
3
3
years of professional experience
6
6
Certifications
Work History
Technical Support Expert - Blue Diamond L1
Kaseya
Orlando, FL
06.2024 - Current
- Resolved complex technical issues by utilizing diagnostic tools and troubleshooting procedures.
- Increased productivity by automating routine tasks using scripting languages such as PowerShell.
- Enhanced customer satisfaction with prompt and accurate solutions to their technical concerns.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
SCCM Administrator
Universal Orlando Resorts
11.2022 - 02.2023
- Implemented, developed and tested installation, deployment and update of software from various vendors in SCCM
- Staged and deployed profiles from StageNow to automate mobile deployment tasks for various Zebra branded devices
- Maintained monthly updates for various applications in SCCM
- Ran software inventory reports in SCCM
- Enrolled mobile devices into AirWatch
- Deployed mobile devices running AndroidOS and iOS
Computer Support Specialist
City Of Orlando
07.2022 - 10.2022
- Maintained documentation and resources regarding problem resolution for reference in future instances.
- Culled technology knowledge to perform IT troubleshooting, restoration and maintenance services to maintain organizational performance levels.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Configured hardware, devices and software to set up work stations for employees.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Handled over 20 customer calls per day
Computer Systems Support Analyst
City Of Orlando
01.2022 - 10.2022
- Analyze and troubleshoot computer equipment and peripherals.
- Troubleshoot and resolve technical and complex hardware, and software computer related issues.
- Perform technical and analytical evaluation, installation of hardware, and software of personal computers on or off the network.
- Install and configure new hardware and software components.
- Utilize tools such as VNC, MECM, and ManageEngine Desktop Central to remotely troubleshoot and resolve software issues.
- Manage assets in tools such as Maintenance Connection.
- Handle kiosks and devices on the SCADA network.
- Design and program custom scripts and programs to automate tasks and resolve issues on a multi-user level.
- Image and configure new devices to be added to the network and to replace out-of-date systems
Education
Master of Science - Cyber Security And Privacy
University of Central Florida
Orlando, FL 05.2001 -
Bachelor of Science - Information Technology
University of Central Florida
Orlando, FL 01.2019 - 12.2021
Associate of Arts - Gen Ed
Valencia College
Orlando, FL 08.2016 - 12.2018
Skills
Penetration Testing
Programming Literacy
Maintenance and Repair
Computer Proficiency
Software
Wireshark
MS Office
Kali Linux
Microsoft Windows
Active Directory
Visual Studio
PowerShell
Certification
CompTIA PenTest+
Accomplishments
Reduced average hold time and call resolution time by about 70 percent by creating a custom program that integrated and condensed the applications and websites used by the service desk team
Timeline
Technical Support Expert - Blue Diamond L1
Kaseya
06.2024 - Current
SCCM Administrator
Universal Orlando Resorts
11.2022 - 02.2023
Computer Support Specialist
City Of Orlando
07.2022 - 10.2022
CompTIA IT Fundamentals+
05-2022
Computer Systems Support Analyst
City Of Orlando
01.2022 - 10.2022
Bachelor of Science - Information Technology
University of Central Florida
01.2019 - 12.2021
Microsoft Technology Associate
02-2017
Microsoft Office 2013
02-2017
Associate of Arts - Gen Ed
Valencia College
08.2016 - 12.2018
Master of Science - Cyber Security And Privacy
University of Central Florida
05.2001 -