Keith McKeeman
RIDLEY PARK,Pennsylvania
Summary
Experienced Hardware/Software Troubleshooter with over Twenty years of experience in the engineering industry. Excellent reputation for resolving problems and improving customer satisfaction as part of the Deskside Support Team.
Overview
20
20
years of professional experience
Work History
Desktop Support Technician
Kyndryl
Philadelphia, PA
10.2021 - Current
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Worked with various systems, software and peripherals and various types of games.
- 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.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Uploaded new software, rolled out updates and applied patches to [Type] servers upon release to thwart [Type] and [Type] threats from penetrating networks.
Desktop Support Technician
IBM
New Philadelphia, PA
02.2017 - 10.2021
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Worked with various systems, software and peripherals and various types of games.
- Purchased, setup and installed new computers.
- 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.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Uploaded new software, rolled out updates and applied patches to [Type] servers upon release to thwart [Type] and [Type] threats from penetrating networks.
Desktop Support Technician
AECOM
Philadelphia, PA
04.2007 - 01.2017
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Learned and implemented new software testing procedures.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Worked with various systems, software and peripherals and various types of games.
- Purchased, setup and installed new computers.
- 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.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Uploaded new software, rolled out updates and applied patches to [Type] servers upon release to thwart [Type] and [Type] threats from penetrating networks.
Help Desk Analyst, Network Operations
Becket And Lee LLC/LLP
Malvern, PA
09.2002 - 04.2007
- Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
- Documented transactions and support interactions in system for future reference and addition to knowledge base.
- Logged support tickets and closed when issues were resolved.
- Evaluated system potential by testing compatibility of new programs with existing programs.
- Gathered pertinent data, identified and evaluated options and recommended effective course of action to solve [Type] issue.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Resolved technical issues by troubleshooting.
- Coached and trained end-users on functions, features and basic troubleshooting of software such as [Software] and [Software].
- Created support documentation that enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Performed tests of functionality, security and performance of different workstations and devices.
- Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
- Prepared references for users by writing clear operating instructions.
- Installed and updated hardware, software and applications on Mac and PC devices.
- 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.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Maximized use of hardware and software by training users and interpreting instructions.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used ticketing systems to manage and process support actions and requests.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Assisted customers with troubleshooting issues encountered while using hardware or software, providing actionable tips to resolve problems.
- Activated accounts for clients interested in new services.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
Education
No Degree - MCSE
CompuTeach
Conshohocken, PAAssociate of Applied Science - Computer Networking
Delaware County Community College
Media, PA01.2002
Skills
- Active Listening
- Interpersonal Skills
- Friendly and Patient
- Issue and Resolution Tracking
- Hardware and Software Repair
- Microsoft Windows and Office
- Software Evaluation
- Verbal and Written Communication
- Collaborative Team Player
- Account Administration
- Organizational Skills
- Resolving Problems and Incidents
- Highly Professional
- Multitasking and Prioritization
- Help Desk Support
- Tracking and Documentation
- Attention to Detail
- Customer Service Support
- Technical Troubleshooting
- Analytical and Methodical
- Device Installation
- Component Replacement
- Computer Diagnostics
- Employee Computer Support
- Hardware and Software Configuration
- Conflict Resolution
- Remote Technical Support
- Positive and Upbeat
- System Maintenance
- Equipment Inspection
- Hardware Evaluations
- System Configuration
- Problem Solving
- Creative Issue Resolution
- Inventory Procedure Documentation
- Computer System Diagnostics Software
Camping
I have traveled thru the East Coast of the United States over the past 25 years.
Timeline
Desktop Support Technician
Kyndryl
10.2021 - Current
Desktop Support Technician
IBM
02.2017 - 10.2021
Desktop Support Technician
AECOM
04.2007 - 01.2017
Help Desk Analyst, Network Operations
Becket And Lee LLC/LLP
09.2002 - 04.2007
No Degree - MCSE
CompuTeach
Associate of Applied Science - Computer Networking
Delaware County Community College