KENNEDY ALLEN
Jacksonville
Summary
IT professional with several years of diverse experience. Skilled in enhancing client relationships and aligning technical service and solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Team Lead
iVenture Solutions
04.2024 - Current
- Point of contact between customer and IT managed services team, to ensure technical needs are fully communicated to the team and executed upon successfully.
- Hired, trained, and mentored staff to maximize effectiveness.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Generated reports to analyze customer initiated incidents, revenue, and team performance.
- Regular touchpoints with customers to discuss service delivery, open projects, and any new initiatives.
Technical Account Manager
iVenture Solutions
03.2022 - 04.2024
- Responsible for managing and maintaining relationships with over 30 clients at a time.
- Assist clients with following technology best practices, and with selecting and procuring hardware, software, and services.
- Manages changes to ISP services and client office moves, and manage vendor relationships on behalf of our clients.
- Manage and track client hardware lifecycle (PCs, wireless access points, switches, firewalls, etc.).
- Developed customer relationships and managed customer expectations to ensure customer satisfaction.
IT Support Specialist
iVenture Solutions
05.2021 - 02.2022
- Provide Tier 2 desktop and application support, including new user setups, user account management, line of business application support, and hosted application support
- Monitor Windows server and server application performance and resolve issues
- Monitor network performance and resolve issues such as internet bandwidth problems and ISP issues
- Support Windows server technologies – latest operating systems, Exchange, DNS and Active Directory
- Delivered support for internet service and connectivity-related issues pertaining to operating system, PC, and browser configuration
- Troubleshot networking issues such as IP addressing conflicts, DNS server settings
IT Help Desk Technician
iVenture Solutions
06.2020 - 05.2021
- Delivered first-level contact and problem resolution for users with hardware, software, and applications problems
- Provide fast and friendly tech support to end-users, IT managers, and C-level executives
- Support end-users with application, computer, desk phone, printer and basic network related issues following established policies, processes and procedures
- Support Microsoft Windows desktop and server technologies
- Troubleshoot infrastructure solutions including routers, switches, remote access solution, wireless access points, servers, printers and desktop technologies
NOC Analyst
iVenture Solutions
05.2019 - 05.2020
- Responsible for operation center alerting and triage
- Standardization of client communication per company guidelines
- Drive space management and triage for cleanup
- Service outage/restart management for workstation and servers
- Local Windows OS patching and management
- Deployment service use of SmartDeploy Imaging system to stage newly procured machines
Education
Bachelor of Science - Information Technology
Georgia Southern University
Statesboro, GA05-2019
Skills
- IT Service Management
- Account Management
- Stakeholder Engagement
- Mentoring Team Members
- Problem-solving
Certification
- ITIL 4 Foundations
- AZ-900
- CompTIA Net+
- CompTIA Sec+
Timeline
Technical Team Lead
iVenture Solutions
04.2024 - Current
Technical Account Manager
iVenture Solutions
03.2022 - 04.2024
IT Support Specialist
iVenture Solutions
05.2021 - 02.2022
IT Help Desk Technician
iVenture Solutions
06.2020 - 05.2021
NOC Analyst
iVenture Solutions
05.2019 - 05.2020
Bachelor of Science - Information Technology
Georgia Southern University
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