Kade Rathbun
Portland,OR
Summary
Tech-savvy and customer-focused IT professional with extensive experience in providing exceptional Help Desk Support and Technical Assistance. Experienced at resolving hardware and software issues, delivering top-notch application support, and performing hardware upgrades to optimize system performance. Possessing in-depth knowledge of computer hardware and a stellar track record of delivering outstanding customer service.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Desk-side Support Technician
Pomeroy Technologies
02.2023 - Current
- Supported 3,000 on-site employees and over 10,000 devices at Whirlpool's largest U.S. manufacturing center.
- Assisted remote employees with issues such as VPN access, Active Directory group permissions, and software installation.
- Configured hardware, software, and A.V. work stations for administrative and production employees.
- Worked with document imaging technologies and remote deployment software.
- Developed precise inventory and work-flow processes that reduced record keeping errors by 20%.
- Developed standard troubleshooting procedures for fellow I.T. technicians, resulting in minimal downtime.
- Responded to customer inquiries and provided technical assistance over phone, instant messaging, and in person.
- Quickly and accurately responded to over 15+ daily client incident tickets within service level agreement times.
Desktop Support Specialist
Northeast Ohio Network For Educational Technology
10.2021 - 07.2022
- Provided I.T. technical support services to educational faculty and administration.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Supervised creations and management of end-user accounts, ensuring accurate access privileges based on security best practices and policies.
- Enrolled, deployed, and serviced over 1,200 Windows, Chrome, and smart devices in a school environment.
- Assisted network team in monitoring and troubleshooting deployed network equipment.
- Configured and tested new software and hardware.
- Lowered prior service level agreement times by over 3.5 days upon assignment.
- Maintained critical audio-visual equipment that is imperative to facility operation.
Education
Associate of Applied Science - Computer Information Systems
Terra State Community College
Fremont, OH05-2020
Skills
- Service Now
- Remote Management Software
- Active Directory
- Google Admin Suite
- Help Desk Support
- Cyber Security
- Networking
- Technical documents comprehension
Certification
CCNA Routing and Switching: Introduction to Networks
CCNA Routing and Switching: Routing and Switching Essentials
CCNA Routing and Switching Scaling Networks
CCNA Routing and Switching: Connecting Networks
TestOut: Certified PC Pro
Timeline
Desk-side Support Technician
Pomeroy Technologies
02.2023 - Current
Desktop Support Specialist
Northeast Ohio Network For Educational Technology
10.2021 - 07.2022
Associate of Applied Science - Computer Information Systems
Terra State Community College
CCNA Routing and Switching: Introduction to Networks
CCNA Routing and Switching: Routing and Switching Essentials
CCNA Routing and Switching Scaling Networks
CCNA Routing and Switching: Connecting Networks
TestOut: Certified PC Pro
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