Keenen Burnett
Elkhart,IN
Summary
Versatile and results-driven IT Engineer with 8+ years of progressive experience in technical support, infrastructure management, and systems administration across diverse industries. Proven ability to manage end-to-end IT operations, support enterprise networks, and implement scalable solutions for both small businesses and large organizations. Skilled in managing cloud-based environments (Office 365, Azure), Active Directory, remote management tools, and infrastructure hardware. Adept at leading cross-functional projects, providing executive-level support, and optimizing IT processes to improve uptime, user satisfaction, and organizational efficiency.
Overview
12
12
years of professional experience
Work History
IT Support Engineer
Adams Remco
03.2023 - Current
- Manage a portfolio of 15–20 business clients, delivering consistent, high-quality technical support
- Provide on-site and remote support throughout Northern Indiana and Southern Michigan
- Perform diagnostics and resolve issues involving LAN, VPN, system performance, and user access
- Administer Active Directory, Office 365, and Azure environments, including user and group management
- Deploy and maintain desktops, laptops, Synology NAS devices, and networking hardware
- Monitor network performance and conduct root cause analysis on performance issues
- Document service requests and maintain technical logs to support service transparency and SLA compliance
Technical Support Specialist
Orchard Software
01.2019 - Current
- Supported proprietary medical software (Harvest, Copia, Sequoia, Trellis) for 1,200+ clients
- Resolved 35+ weekly tickets using Jira and Webex remote tools
- Maintained and migrated SQL databases; performed HL7 scripting and network troubleshooting
- Provided Windows 7 to 10 upgrade assistance and printer/driver installations
IT Manager
AHEPA Senior Living / Hellenic Senior Living
08.2022 - 01.2023
- Sole IT support for over 500 employees across 96 satellite locations
- Built and managed Freshdesk ticketing system and standardized support workflows
- Implemented remote management via ConnectWise on all company devices
- Managed Active Directory, Office 365, Azure Sync, and Security portals
- Standardized mobile device deployment and managed Verizon infrastructure
IT Operations Expert
Dormakaba / Stanley Best
08.2020 - 08.2022
- Provided Tier III support and resolution through ServiceNow; created performance KPI reports
- Supported global teams in establishing standardized IT processes
- Troubleshot and maintained Windows and iOS environments; executed software patching
- Managed global hardware inventory, distribution, and lifecycle replacements
- Led mobile device contract administration using Verizon, Bell Canada, and Tangoe
- Created technical documentation and training resources for Intune and mobile setup
- Assisted executives and plant managers with hands-on IT support
Service Desk Engineer
TekSystems @ KAR Global
02.2020 - 03.2020
- Delivered front-line technical support and hardware/software provisioning
- Resolved Active Directory and VDI issues; supported users via Bomgar remote tools
- Closed ~90 tickets per week using ServiceNow
Service Desk Analyst
Bell Techlogix
01.2017 - 01.2018
- Delivered application and mobile support; closed 90% of daily tickets via Remedy
- Provided remote assistance through Bomgar and software installs with Pointsec
IT Help Desk Technician
Indiana University School of Science
01.2014 - 01.2016
- Supported hardware/software deployments, OS upgrades, and network troubleshooting
- Used SCCM and Ghost Imaging for system deployment; maintained Active Directory folder permissions
- Managed encryption and MacOS configurations across labs
Classroom Technician
Indiana University Technology Services
01.2014 - 05.2014
- Maintained audiovisual systems in academic settings; replaced Crestron touchscreen equipment
- Handled inventory management for classroom tech supplies
Education
Bachelor of Science - Informatics, Minor in Business
Indiana University–Purdue University Indianapolis (IUPUI)
12.2020
Skills
- Platforms & Tools: Windows, iOS, MacOS, Office 365, Azure, Active Directory, Freshdesk, ConnectWise, ServiceNow, Jira, Webex, Bomgar, SCCM, Ghost Imaging
- Networking & Infrastructure: LAN/WAN, VPN, Firewalls, Switches, Synology NAS, Wi-Fi, Domain Controllers
- Database & Scripting: Microsoft SQL Studio, HL7, Intune
- Device Management: Verizon Enterprise, Tangoe, Dell Enterprise Systems
- Remote & On-Site Support: National & International Deployment, Executive Support, Conference IT Setup
Timeline
IT Support Engineer
Adams Remco
03.2023 - Current
IT Manager
AHEPA Senior Living / Hellenic Senior Living
08.2022 - 01.2023
IT Operations Expert
Dormakaba / Stanley Best
08.2020 - 08.2022
Service Desk Engineer
TekSystems @ KAR Global
02.2020 - 03.2020
Technical Support Specialist
Orchard Software
01.2019 - Current
Service Desk Analyst
Bell Techlogix
01.2017 - 01.2018
IT Help Desk Technician
Indiana University School of Science
01.2014 - 01.2016
Classroom Technician
Indiana University Technology Services
01.2014 - 05.2014
Bachelor of Science - Informatics, Minor in Business
Indiana University–Purdue University Indianapolis (IUPUI)
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