Kennedy Chisanga
Lawrenceville,GA
Summary
Leverage 15+ years of client-facing experience, desktop management skills, and expertise in the Information Technology industry into an intermediate position with a firm that can help me continue to grow professionally.
Overview
24
24
years of professional experience
1
1
Certification
Work History
IT Support Administrator
Page Southerland Page, Inc.
Atlanta
07.2021 - Current
- Managed daily operations of systems and programs across the enterprise.
- Manage all client systems deployment, configuration and break/fix
- Address daily network and user, configuration and connectivity needs
- Administer user adds and deletes, and general security and access items
- Contribute to core office applications support and troubleshooting
- Respond to requests for IT related information and support
- Provide back-up support for other IT team members
- Good understanding of computer network connectivity and troubleshooting
- Assisted with additional IT tasks to support team objectives.
Senior Information Technology Support Specialist (Deskside Services)
CENTENE Corporation
Bay Area
11.2019 - 07.2021
- Investigate, research, and resolve complex IT issues
- Delivered second-level remote support for software and minor operating system modification requests to enhance user experience.
- Respond to requests and document tickets in Service Now following Centene’s Information Technology policy and procedures
- Perform software installations, upgrades, and configure customer-specific software
- Perform hardware repairs, upgrades and replacements
- Assessed training needs and conducted new user IT training while communicating IT policies and standards to optimize software performance and customer service.
- Monitor service level agreements, perform scheduled departmental audits, and report findings to management
- Review team’s current processes and recommend process improvements.
- Update installation guides and workflow processes.
- Collaborate with Information Technology teams to update workflow processes impacting multiple teams
- Provided technical support and guidance to team members for Information Technology support specialists and coordinators
- Supported over 76,000 Centene staff during pandemic transition to WFH by providing essential IT services and resources.
- Conducted RTO assessment for Bay Area offices & deploying necessary hardware
Migration Technician
Apex Systems, INC [CENTENE]
, USA
01.2019 - 09.2019
- Performed Windows PXE (in-place) migration using SCCM
- Performed physical hardware swaps, transfer resources from old PC to new PC using SCCM deskside tool
- Acted as primary contact for customer service and technical support to internal partners and vendors during Windows 10 migration.
- Collaborated directly with users on post-migration support issues, ensuring seamless transition and resolution of any concerns.
- Executed additional migration tasks for Windows 10 and tracked hardware from previous night’s migration.
- Performed scheduled departmental audits and report findings to management prior to migrations
- Investigated, researched and troubleshoot more complex IT related issues
- Conducted new user IT training and communication of IT policies and standards to get them started
- Responded to requests for new services and servicing tickets using ServiceNow ticketing system
- Documented workflow of processes within the organization
- Prior migration tasks such as compliance of PCs to meet company requirements
- Provided white glove support to executives
Technical Advisor
PACIFIC WEB, LLC
Honolulu, HI
03.2018 - 01.2019
- Led IT planning and steering to align technology trends with firm’s operational needs and goals.
- Planned and developed annual IT operating budget to support organizational objectives.
- Installed and configured VMware ESXi 6.0 host
- Installed and configured Windows Server 2012 R2
- Installed and configured backups using Unitrends and Backup Exec
- Network setup and management
- Setup and configured user accounts
- Installed and configured network printers
- Coordinated web development projects with design and development teams to ensure seamless transition to new platform.
- Responded to support requests while onsite
Strategic Advisor, Associate
SOBO NETWORKS LLC
12.2012 - 02.2018
- Facilitated regular meetings with company owners to guide IT growth strategy and align technology with business goals
- Oversaw IT infrastructure for multiple SMBs, ensuring alignment with business objectives
- Implemented multiple virtual environments, migrating entire physical infrastructure to virtual (P2V) to enhance operational flexibility
- Deployed, migrated, and upgraded IT systems to improve efficiency. Microsoft Exchange server, as well as implemented dedicated spam filter solutions
- Construction and implementation of complex file server permissions trees
- Virtual backup appliances and DR scenarios
Desktop Support Technician
Sobo Networks LLC
Atlanta, GA
10.2010 - 12.2012
- Provided day-to-day user support over the phone and through TeamViewer (Remote Support Tool).
- Assisted staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines.
- Worked with vendor support contacts to resolve technical problems with desktop computing equipment and software.
- Performed Active Directory assignments including assigning creating, assigning user access and permissions.
- Handled the Sobo Networks Zendesk ticket system
- Performed monthly server maintenance for our clients
- Created and maintained Virtual Machines in ESXI vSphere environment
- Saved as an advisor on all client’s IT needs
IT Consultant
Self Employed
Atlanta, GA
01.2009 - 10.2010
- Provided IT Support to individual clients.
- Trained and oriented clients on use of hardware and software.
- Advised clients on functional needs to determine specifications for their hardware/ software purchases.
- Recommended and / or performed upgrades on systems to ensure longevity.
Desktop Support Specialist
Management Sciences for Health
Cambridge, MA
07.2008 - 12.2008
- Provided day to day technical support to internal users mainly on Windows Platform
- Assisted network administrator with Active Directory tasks; creating user accounts, manage network
- Supported users with videoconferencing, GoToMeetings, teleconference
- Installed and configured new software: created system images using Norton Ghost software
- Saved as resource person during IT-related meetings and similar arrangements
- Assisted in management of inventory system for software and hardware
Technology Services Support
Harvard Business School
02.2008 - 05.2008
- Migrated emails from CommuniGate to Microsoft Exchange Server, ensuring seamless transition for users
- Converted POP/IMAP accounts to Exchange Server accounts, enhancing email accessibility for clients
- Converted Eudora accounts to IMAP accounts in order to move them to Exchange
- Configured Outlook 2007 and provided initial support to clients, facilitating smooth adoption of new email system
- Installed and configured Microsoft Office 2007 applications
- Installed and performed updates on machines worked on
IT Assistant/ Internship
Stevens and Wilkinson Management, Inc.
10.2007 - 01.2008
- Managed Windows 2003, Active Directory, Exchange 2003
- Managed Symantec Exec Back ups
- Provided technical support to internal clients
- Supported VPN clients through Remote Desktop
- Collaborated with internal clients to analyze information needs and functional requirements and determine how properly to use IT to support business goals.
Desktop Support
Insight Global Inc
Atlanta, Georgia
05.2007 - 08.2007
- At the Arthur M Blank Group, LLC
- IBM Point-of Sale (POS) Cash Register Deployment at the Georgia Dome
- Performed software installations and configurations on the POS
- Citrix Printer Management configurations for the Registers
- Provided end-user training during stress-testing
- Provided support to register user’s during game days
- Active Directory imaging of laptops, print and network management
- Provided support for end-users at the AMB family office and the Ticket, Retail and Human Resource offices at the Georgia Dome
- Contractor
Desktop Support Specialist
Metro Systems Inc.
Alexandria, United States
08.2006 - 03.2007
- Performed data migration from old to newly installed systems.
- Performed Quality assurance checks on all Systems Deployed and provided support to over 10,000 users.
- Troubleshooting on various computers, peripherals, software and applications
- Configured and installed users email address on Microsoft Exchange Server platform.
- Install and configure of Local and Network Printers
- Configure RDP for remote desktop (remote desktop deployment), for VPN users (More than 3000 users work remotely from unclassified locations).
- Assisted and resolve level one user’s problem over the phone and email
Network Administrator
Central Statistical Office, Zambia
, Zambia
01.2002 - 09.2004
Education
BS - COMPUTER SCIENCE
GEORGIA STATE UNIVERSITY - Senior
ATLANTA, GASkills
- Cybersecurity/ security protocols
- Technical troubleshooting
- IT support
- Knowledge base management
- Analytical thinking
- Issue escalation
- Remote support
- Ticket support system management
- Hardware and peripherals
- Videoconferencing
- Desktop support
- Technical support
- Customer service expert
- User guidance
- Verbal and written communication
- Service support
- Strong communication skills
- Problem Solver
- Team player
- Dedicated & Dependable
- Adaptable
- Strong work ethics
- Self-motivated
- Critical Thinker
- Windows 10, 11
- User support
- Customer service
- Software installation
Certification
Security +, 09/25
Timeline
IT Support Administrator
Page Southerland Page, Inc.
07.2021 - Current
Senior Information Technology Support Specialist (Deskside Services)
CENTENE Corporation
11.2019 - 07.2021
Migration Technician
Apex Systems, INC [CENTENE]
01.2019 - 09.2019
Technical Advisor
PACIFIC WEB, LLC
03.2018 - 01.2019
Strategic Advisor, Associate
SOBO NETWORKS LLC
12.2012 - 02.2018
Desktop Support Technician
Sobo Networks LLC
10.2010 - 12.2012
IT Consultant
Self Employed
01.2009 - 10.2010
Desktop Support Specialist
Management Sciences for Health
07.2008 - 12.2008
Technology Services Support
Harvard Business School
02.2008 - 05.2008
IT Assistant/ Internship
Stevens and Wilkinson Management, Inc.
10.2007 - 01.2008
Desktop Support
Insight Global Inc
05.2007 - 08.2007
Desktop Support Specialist
Metro Systems Inc.
08.2006 - 03.2007
Network Administrator
Central Statistical Office, Zambia
01.2002 - 09.2004
BS - COMPUTER SCIENCE
GEORGIA STATE UNIVERSITY - Senior