Keiondre Henry
IT Specialist
San Antonio,United States
Summary
Driven Systems Administrator with [6] years of experience in software implementation and maintenance. Proven history of managing complex infrastructures and data center operations. Expert in solutions-oriented business application problem-solving and dedicated to providing best-in-class service. Skilled at troubleshooting, communication and collaboration.
Overview
11
11
years of professional experience
5
5
Certifications
Work History
Tier 2 Technical Support Specialist
Cherokee Nation Businesses, ETI Professionals
10.2023 - Current
- Analyzed customer feedback data to identify areas of improvement and implement necessary changes in service delivery.
- Collaborated with cross-functional teams to identify recurring issues and develop long-term solutions to prevent future occurrences.
- Served as a resource to Tier 1 support technicians, providing guidance and advice on complex issues to ensure seamless escalation of cases when needed.
- Delivered exceptional customer service while addressing user inquiries via phone, email, or live chat channels promptly.
- Maintained a high level of expertise on company products, staying up-to-date with software updates and new features.
- Increased productivity through the implementation of remote desktop tools to diagnose and resolve technical issues more efficiently.
- Exceeded departmental targets in terms of resolved cases per month continuously throughout tenure as a Tier 2 Technical Support Specialist.
System Administrator
OBxtek
11.2022 - 10.2023
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Designed proactive preventive maintenance schedules to prevent unnecessary downtime and hardware faults.
- Established network specifications and analyzed workflow, access, information and security requirements.
- Drove continuous improvement of IT governance processes.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Tested software remotely and onsite for server sets to maintain operational readiness.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
Computer Helpdesk Technician
GCS Technologies
04.2022 - 11.2022
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored systems in operation and quickly troubleshot errors.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configured hardware and granted system permissions to new employees.
Technical Support Analyst
Segra
01.2021 - 01.2022
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Prepared technical responses to requests for quotes, assigning costs, timeframes and alternative solutions.
- Reduced response time for Tier [Number] support tickets.
- Promoted efficiency among departments with prompt resolution of system issues.
- Analyzed massive quantities of deep-dive information for Big Data projects.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Boosted network, system and data availability and integrity through preventive maintenance and upgrades.
Fiber Optic Installer
Prince Telecom
05.2020 - 12.2020
- Adhered to safety policies and procedures to install or remove IP set-top devices, optical network terminals and wireless access points.
- Conducted site surveys to validate customer's infrastructure deliverables.
- Performed troubleshooting and equipment testing to identify and correct problems end to end and network-wide.
- Read blueprints and schematics to correctly place equipment.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
- Worked closely with network administrators and server engineers to deliver quality service.
- Installed and configured new devices and system components.
PC Repair Technician
Robert Half Technology
03.2020 - 05.2020
- Linked computers to network and peripheral equipment.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers, and more.
- Replaced defective components and parts on malfunctioning computers and office machines.
Signal Support Specialist (25U)
US Army
09.2013 - 09.2017
- Provided maintenance and technical assistance to commanders and staff in regards to signal support systems.
- Supervised and assisted with battlefield signal support systems and terminal devices.
- Performed signal diagnostic functions to detect network interruptions and diagnose connection deficits.
- Set up terminal devices, completing prescribed onboarding processes to verify successful integration into existing network frameworks.
- Tested signal-level equipment for operational performance within prescribed tolerances.
- Utilized technical equipment to monitor network status in operational environments.
- Modified, maintained, or repaired electronics equipment or systems to achieve proper functioning.
Signal Support Team Lead
US Army
04.2015 - 11.2015
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Monitored systems in operation and quickly troubleshot errors.
- Installed malware to protect software from virus and cyber attacks.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Tested new software and hardware prior to deployment.
- Configured hardware, devices, and software to set up work stations for employees.
Education
Associate of Applied Science - Cyber Security
MyComputerCareer.com
Raleigh, NC 09.2021 - 03.2022
Skills
Product development
System upgrades
Technical education
File system administration
Hardware and software installation
Program installations
Data backups
Network repairs and maintenance
Operational setup
Excellent Communication
Application support
Security Protocols
System Administration
Product reliability
Remote Technical Support
Remote Desktop Support
Additional Information
Active security Clearance
Certification
CompTIA Security +
Timeline
Tier 2 Technical Support Specialist
Cherokee Nation Businesses, ETI Professionals
10.2023 - Current
System Administrator
OBxtek
11.2022 - 10.2023
Computer Helpdesk Technician
GCS Technologies
04.2022 - 11.2022
Associate of Applied Science - Cyber Security
MyComputerCareer.com
09.2021 - 03.2022
Technical Support Analyst
Segra
01.2021 - 01.2022
Fiber Optic Installer
Prince Telecom
05.2020 - 12.2020
PC Repair Technician
Robert Half Technology
03.2020 - 05.2020
Signal Support Team Lead
US Army
04.2015 - 11.2015
Signal Support Specialist (25U)
US Army
09.2013 - 09.2017
CompTIA Security +
Linux Essentials
(MTA) Server Fundamentals
(MTA) Security Fundamentals
CompTIA CySA+ ce
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