Kenneth D Allen Jr.
Eden,NC
Summary
Seasoned in Mobile Device Management at GXO Logistics, I excel in configuring, deploying, and upgrading mobile solutions across diverse platforms. Adept at network security maintenance and team mentoring, my contributions have significantly enhanced organizational efficiency. Skilled in ServiceNow, I resolve up to 80 tickets daily, showcasing my problem-solving prowess and leadership in tech support.
Overview
24
24
years of professional experience
Work History
Mobile Device Management
GXO Logistics
Greensboro, NC
08.2021 - 02.2025
- Working within Velocity configuring and setting up new profiles for site startups or updating current sites
- Assisted in setting up mobile devices for use with corporate networks.
- Troubleshot issues reported by customers regarding their mobile devices or applications.
- Compiled monthly reports summarizing activities related to the management, utilization, and maintenance of all mobiles within the organization.
- Worked with site configuration and network upgrade, and also was part of the entire MDM upgrade of devices.
- Provided assistance with mobile device management solutions. Deployed mobile device management solutions across a variety of platforms.
- Maintained inventory of IT assets including computers, laptops, mobile devices.
Tech Support Analyst
GXO Logistics
Greensboro, NC
01.2020 - 08.2021
- Monitored network performance, ensuring systems are functioning properly and responding in a timely manner from single-user to site-wide.
- Third-party client application support, communicating with sites such as GreyOrange, Disney, Verizon, and Nike, to resolve order/transaction and site infrastructure issues.
- Remote workstation troubleshooting to aid users and decrease the overall ticket queue for L2 support and PC support (CmRc, RDC).
- Consists of:
- Windows NT/365 accounts, Citrix VPN, domain/workgroup additions, general PC issues.
- O, Admin provisioning for application access and installs.
- O script running in management consoles.
- 50-80 ticket completion average per day in ServiceNow.
- Handled password resets, software updates and issues promptly, escalating critical problems to appropriate resources.
Technical Support Associate
Banking Technical Support
08.2015 - 09.2018
- Handling first and second level support of helpdesk calls to support end users
- Troubleshooting Mac/Windows computers Win 7,8 and 10 Iphone’s and Android devices
- Responds to escalated contacts from BB&T online support associates (phone, email, and incident tickets)
- Branch offices and other departments
- Enhances personal and professional growth through participation in required and voluntary training and education
- Training doing Network control help desk issues ie: password reset using remote access for issue
POS Help Desk (contract)
Gilbarco Greensboro NC
Greensboro, NC
07.2014 - 03.2015
- Performed system maintenance tasks such as running diagnostics tests to detect any issues with the system.
- Conducted regular inspections of equipment in order to identify any signs of wear or damage.
- Answered customer service calls and resolved issues quickly to return machines to operational status.
- Provided technical assistance and troubleshooting support for customers experiencing difficulties with their POS systems.
- Resolved customer inquiries related to POS system operations both over the phone and in person.
Computer Support Technician
Total Systems Integration
Rocky Mount, VA
09.2013 - 07.2014
- Maintain and administer computer networks and related computing environments including computer hardware, systems software, applications software and all configurations
- Configure and provide support on Windows applications, network connectivity, user accounts, network printing and Bomgar/Logmein remote support
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Reference technical manuals, confer with users or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
- Plan, coordinate and implement network security measures to protect data, software and hardware
- Operate master consoles to monitor the performance of computer systems and networks, and to coordinate computer network access and use
- Monitor network performance to determine whether adjustments need to be made, and to determine where changes will need to be made in the future
Market Layer/Pilot Plant
VF Jeanswear
Greensboro, NC
02.2001 - 09.2012
Education
Computer Information Technology Associates Degree -
Guilford Technical Community College
Jamestown, NC01.2014
Career Readiness Certificate - Level Silver
Rockingham Community College
Wentworth, NC01.2013
Skills
- Local Area Networks
- Ticketing System ServiceNow
- Network Security and Maintenance
- Android devices /Apple devices /Win 6 devices
- Remote Location Support
- Team Building/Mentoring/Troubleshooting
- Mobile device management
References
References available upon request.
Timeline
Mobile Device Management
GXO Logistics
08.2021 - 02.2025
Tech Support Analyst
GXO Logistics
01.2020 - 08.2021
Technical Support Associate
Banking Technical Support
08.2015 - 09.2018
POS Help Desk (contract)
Gilbarco Greensboro NC
07.2014 - 03.2015
Computer Support Technician
Total Systems Integration
09.2013 - 07.2014
Market Layer/Pilot Plant
VF Jeanswear
02.2001 - 09.2012
Computer Information Technology Associates Degree -
Guilford Technical Community College
Career Readiness Certificate - Level Silver
Rockingham Community College