Keilan Banks
Riverside,CA
Summary
Proven IT professional with extensive experience at Kaiser Permanente, excelling in access management and print services. Demonstrated expertise in automation and project planning, significantly improving service delivery by automating processes and reducing ticket backlogs. Skilled in Microsoft Office and team building, consistently achieving cross-functional team success and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Analyst
Kaiser Permanente
05.2023 - Current
- Access Management – Security Provisioning
- Manage request and incident queues for Access Management demands within Kaiser’s enterprise, consisting of 5000+ tickets per month
- Work with cross functional teams and vendors to provide the best service to our business partners
- Maintained great relationships within department & vendors to ensure our goals aligned
- Initiate new ideas
- Project Management – which consisted of tracking, providing updates with ETAs on the status on different projects/deadlines
- Trained members on the team that needed insight on how to process tickets in ServiceNow
- 1st,2nd & 3rd level escalation handling
- Provision users using Active Directory/LDAP to provision access to users such as CPN, Pyxis, ePremis and other KP applications
- Script processes to reduce human error
- Configure networking credentials for users using Cisco UI
- Create documentation on new workflows/processes
- Test workflows in the UAT environment before pushing out new ServiceNow workflows to the enterprise
- Follow compliance and audit procedures
- Automate Pyxis Bulk Provisioning script that allowed a single provisioner to provision hundreds of users within minutes, instead of hours during strike operations
- Provided insight to any workflow improvements to make a more efficient working environment
IT Managed Print Associate
Kaiser Permanente
04.2019 - 04.2023
- Managed Print Services
- Manage request and incident queues for printer demands within Kaiser’s enterprise, consisting of 50,000+ printers
- Work with cross functional teams and vendors to provide the best service to our business partners
- 1st level escalation handling
- Make appropriate printer recommendations for departmental print needs that align with financial and green goals, while providing exemplary customer service
- Assisted with chatbot operations to help users get information without a tech being present
- Assisted in a project to reduce over 2000 backlog requests over 4 months
- Technology Steering Committee consultations, approving/denying any new technical requests
- Developed wireless printing solution to provision KP iPhone/iPads using 'PrinterOn' within the Enterprise & completed a pilot project for configuring wireless printing on the SCAL optical lens choice departments in 50 Service Areas
- Now being used enterprise wide as of (2023)
- Test workflows in the UAT environment before pushing out new ServiceNow workflows to the enterprise
- Packaged software drivers utilizing APPOS to allow users/IT to push software without having to manually install them with an Admin account
- Engaged TRO in approvals for new software from our vendor HP to provide support on new technologies
- Research & troubleshoot EMP servers that have issues
- Run PowerBI reporting for usage, lease & toner costs on all printers within Kaiser
- Lead meetings on project deadlines or ETAs
Data Center Service Desk Associate IT Support Technician
Kaiser Permanente
07.2018 - 04.2019
- Support up to 200,000+ Kaiser Employees that call with their technological problems via phone & ticketing system (Service Now)
- Support up to 5000+ of Kaiser’s applications used worldwide while utilizing Kaiser’s knowledge base
- Create new and update images utilizing Symantec’s Ghost software for public usage and faculty/staff to keep systems running efficiently
- Clean computer’s cluttered hard drive and make it use less resources and CPU time to improve speed
- Document solutions and share with other team members
- Password resetting for Active Directory or Web Single Sign on applications whenever end user verifies their identity
- Remote into end user’s PCs when an issue presents itself
- This can consist of troubleshooting hardware, software, & other networking infrastructure issues
- Escalating tickets whenever necessary to Advanced Support, local IT or vendors
- Mapping shared drives or printers through active directory
- Developing methods to resolve issues within 10 minutes
Technology Support Center Student Assistant
California State University, San Bernardino
02.2015 - 09.2018
- Support 300+ crucial areas of the university’s faculty/staff such as Financial Aid & Registration departments with technical problems submitted via ticketing system, email, or phone
- Support up to a wide variety of students on campus that need help with their technological problems
- Create new and update images utilizing Symantec’s Ghost software for public usage and faculty/staff to keep systems running efficiently
- Clean computer’s cluttered hard drive and make it use less resources and CPU time to improve speed
- Troubleshoot hardware, software, & networking infrastructure issues
- Removing viruses/malware
- Manage systems and ensure they are working properly
- Protect PC from harmful viruses/malware
- Document solutions and share with other team members
- Performing quality assurance on devices to ensure they are efficient
- Utilizing Active Directory and SCCM to deploy updated software/Windows updates to computers
Education
Bachelor of Science - Information Systems & Technology, Cyber Security Intelligence
California State University, San Bernardino
06.2018
Skills
- Microsoft Office
- Group Policy Management
- Virtualization
- Symantec Ghost
- GPOs
- Network & Directory
- Bootcamp/Winclone
- Wireshark
- Firewall
- Encryption
- Languages
- Scripting
- Task Scheduler
- Exploits
- FTK /Mobile phone examiner (Forensic Tools)
- Arp commands
- Nmap
- Lock picking
- Bruteforce
- Rainbow tables
- OpenVAS
- Yumi Multiboot
- Portableapps
- Operating Systems
- Automation
- Team building
- Project Planning
Awards
- Acknowledgment From Leadership (Strike Q4), 10/23
- Most Vetted Tickets in Print, 12/20
- Comptia A+ Certified, 06/18
- Cal State San Bernardino Library Certificate of Recognition (IT), 11/16
- Links Incorporated STEM Scholarship, 09/14
Accomplishments
Acknowledgment From Leadership (Strike Q4) October 2023
Most Vetted Tickets in Print December 2020
Comptia A+ Certified June 2018
Cal State San Bernardino Library Certificate of Recognition (IT) November 2016
Links Incorporated STEM Scholarship September 2014
Certification
- Comptia A+ (2018)
Timeline
IT Support Analyst
Kaiser Permanente
05.2023 - Current
IT Managed Print Associate
Kaiser Permanente
04.2019 - 04.2023
Data Center Service Desk Associate IT Support Technician
Kaiser Permanente
07.2018 - 04.2019
Technology Support Center Student Assistant
California State University, San Bernardino
02.2015 - 09.2018
Bachelor of Science - Information Systems & Technology, Cyber Security Intelligence
California State University, San Bernardino
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