Ken Smith
Houston,United States
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Help Desk Specialist
TransCore
04.2023 - Current
- Provided comprehensive technical support for company products, addressing usage and performance-based issues across Windows XP, Windows 7, Windows 8.1, and Windows 10
- Monitored email and phone communications (both internal and external) to ensure prompt acknowledgment and resolution of reported hardware, software, and networking problems
- Handled 20-50 Jira tickets daily, with the capacity to manage up to 100 tickets in high-demand situations, ensuring timely and effective issue resolution
- Troubleshot and resolved desktop computer issues, configured drives and images for installations, and performed remote troubleshooting as needed
- Communicated effectively with multiple departments such as Network, Server, and Tier 2 Helpdesk to address and resolve issues efficiently
Electronic Technician
ServerMonkey
02.2023 - 04.2023
- Assembled 3 to 6 computers, servers, and workstations daily to meet customer specifications, ensuring high-quality builds tailored to client needs
- Checked for compatibility between multi-vendor parts, ensuring seamless integration and optimal performance
- Installed and updated Windows Server OS on servers and workstations, ensuring systems were up-to-date and secure
- Ran diagnostic tests on servers, computers, and workstations to ensure full functionality and identify any potential issues
- Performed testing of RAM and hard drives, ensuring proper data destruction and erasing for security and compliance
- Maintained adherence to ESD and safety requirements in all work areas to ensure a safe and compliant working environment
Teardown Tech
ServerMonkey
02.2022 - 02.2023
- Conducted sorting, repairing, testing, and hands-on troubleshooting of a wide range of electronic hardware, including servers, network equipment, computers, and spare parts from vendors such as HPE, Dell, Cisco, Aruba, and Fortigate
- Configured hardware to meet customer specifications and created discrepancy reports to ensure compliance and quality standards
- Routinely met monthly goals, including: Troubleshooting, configuring, and repairing either 50 network switches, 75 PCs, 45 workstations, or 30 servers
- Developed comprehensive lists of all tested equipment and created troubleshooting guides for various devices, including PCs, workstations, switches, firewalls, servers, hubs, laptops, and hard drives (HDDs, SSDs, M.2)
Education
AAS - Computer Systems and Networking, Cyber Security
Houston Community College
01.2021
BFA - Graphic Design
Sam Houston State University
01.2013
Skills
- Network Troubleshooting
- Hardware knowledge
- Remote Support
- Software Knowledge
Certification
- Microsoft Azure Management Tools and Security Solutions
- CompTIA A+ ce Certification
- IT Academy: Cloud and Virtualization Concepts
- Cisco Cybersecurity Essentials
- CompTIA Security +
Timeline
IT Help Desk Specialist
TransCore
04.2023 - Current
Electronic Technician
ServerMonkey
02.2023 - 04.2023
Teardown Tech
ServerMonkey
02.2022 - 02.2023
BFA - Graphic Design
Sam Houston State University
AAS - Computer Systems and Networking, Cyber Security
Houston Community College
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