Kendall LaTrell Wilkins
Information Technology
Battleboro,NC
Tell your heart that the fear of suffering is worse than the suffering itself.
Paulo Coelho
Summary
It Analyst with over 4 years of successful experience in Problem Resolution and End-user Support. Competent, and well-versed in assisting users with diverse computer systems, mobile devices, and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns. Recognized consistently for performance excellence and contributions to success in the Information Technology sector. Strengths in software problem analytics, as well as system administration backed by training in Computer Science. Resolves problems quickly, delivering high levels of customer satisfaction.
Overview
2
2
Certifications
1
1
Year of Tertiary Education
6
6
years of professional experience
Work History
User Support Associate (Intern)
Family Health International
Durham, NC
01.2018 - 08.2018
- Maintained compliance with Service Level Agreement requirements.
- Initiated follow-up phone calls to fellow employees concerning resolved issues to ensure and enhance technological experience.
- Helped clients with day-to-day work and complex problems by applying motivational and analytical strategies.
- Displayed flexibility and ability to adapt to quarterly policy changes and database re-organization.
- Demonstrated computer skills for data entry via Configuration Management Data Base (CMDB) to ensure accurate asset management.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Facilitated best user experience through continuous support, training classes, webinars, improvements and communication of system changes.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Microsoft O365.
- Used database to research, gather, analyze and present data.
- Used Cherwell ticketing systems to manage and process support actions and requests.
- Communicated regularly with customers concerning data exchange and technology integration.
- Processed over 100+ support requests weekly for technical assistance on wide range of issues related to Microsoft O365.
- Configured hardware, devices and software to set up work stations for employees.
- Submitted service tickets for equipment maintenance requests.
- Patched software and installed new versions to eliminate security problems and protect data.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Managed high levels of call flow and responded to critical technical support needs.
- Documented all transactions and support interactions in Cherwell for future reference and addition to knowledge base.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
User Support Associate (Full Time)
Family Health International 360
Durham, NC
09.2018 - Current
- Answered and triaged requests for assistance in order to provide top-notch support.
- Processed over 150+ support requests weekly for technical assistance on wide range of issues related to Microsoft O365 and other Enterprise Applications.
- Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Conducted in-depth product and issue resolution research to address customer concerns.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues related to Pulse Secure Virtual Private Network (VPN).
- Assisted with administrative tasks within Endpoint Managers such as: Ivanti LanDesk, and Cyberark.
- Administrated access to data management platforms such as Electronic Trial Master File (eTMF) and ZenQMS.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
- Removed malware, ransomware and other threats from laptops and desktop systems.
User Support Associate II
Family Health International 360
Rocky Mount, NC
11.2020 - Current
- Facilitated lead Triage position during transition into pandemic setting. Assisted with onboarding new employees during start of pandemic and exhibited proper knowledge transfer.
- Continued to act as primary for responsibilities such as: Employee Account Creation, Network drive administration, privilege management via CyberArk, and Statistical Software configuration
- Covered daily "huddle" meetings to review breaching requests, conference meetings, and other metrics regarding the team's day-to-day operations.
- Developed an A.I. chatbot, that would be at the "Tier 0" level of the infrastructure within the Service Delivery support pyramid.
- Assisted in many team-centered responsibilities and presented efficiency and guidance to other technicians.
Education
High School Diploma -
08.2015 - 06.2017
Graduated with 3.0 GPA
08.2013 - 06.2015
- Activities: Track & Field
- Red Oak Volunteer Fire Department
- Red Oak Middle School Wrestling Team My Computer Career, 5511 Capital Center Dr. Suite #500, GPA: 93.5
Certificate of Completion - Information Technology
10.2017 - 07.2020
- Coursework in Information Technology & System Administration.
- Awarded Highest GPA (93.92%)
Skills
Windows
undefinedCertification
Microsoft Office Fundamentals (MS-900)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Hobbies
- I love to practice Qigong and calisthenics to better improve my physicality and flow.
- I enjoy playing/watching different sports, such as basketball, football, etc.
- As an overall tech savant (self-proclaimed), I also enjoy playing certain games competively, and mastering any crafts that I'm passionate about.
- I also cherish family time, and great conversation with likeminded individuals.
Timeline
User Support Associate II - Family Health International 360
11.2020 - Current
Microsoft Office Fundamentals (MS-900)
06-2020
User Support Associate (Full Time) - Family Health International 360
09.2018 - Current
MTA Networking Fundamentals (98-366)
04-2018
User Support Associate (Intern) - Family Health International
01.2018 - 08.2018
MyComputerCareer.com - Certificate of Completion, Information Technology
10.2017 - 07.2020
East Wake High School - High School Diploma,
08.2015 - 06.2017
Northern Nash High School - ,
08.2013 - 06.2015
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