Kenneth Bass

• IT Customer Support Analyst
• Install and configure hardware in laptops and desktops including hard drives, memory, main boards, NICs and video.
• Upgrade OS from Windows 7 to Windows 10.
• Update BIOS to latest version and update all drivers.
• Day to day ticket work in Service Now.
• Keep all tickets updated / resolved to meet SLA.
• Assist customer's at window get there issues resolved immediately
• Assist with VPN troubleshooting and getting users back online in timely manner.
• Crafted intelligent, professional responses to emailed and web chat customer questions.
• Installed, configured and maintained computer systems and network connections.
• Patched software and installed new versions to eliminate security problems and protect data.
• Diagnosed and troubleshot hardware, software and network issues.
• Helped streamline repair processes and update procedures for support action consistency
• Diagnosed and troubleshot hardware, software and network issues
• Removed malware, ransomware, and other threats from laptops and desktop systems
• Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs
• Researched and identified solutions to technical problems
• Recognized escalation needs and connected customers with advanced support staff
• Configured hardware, devices, and software to set up work stations for employees
• Monitored system performance to identify potential issues
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Worked within task management system to receive, manage and close support requests.

• Systems and Applications Specialist III (Assigned to Houston School of Dentistry)
• Installed and configured hardware in laptops and desktops including hard drives, memory, main boards, NICs and video.
• Upgraded OS from Windows 7 to Windows 10 including all updates with Bios upgrades.
• Office 365 2013 and 2016Administration including Active Synch.
• Familiar with peer-to-peer networking, TCP/IP, DNS, DHCP, Meraki dashboard and equipment.
• Familiar with Heat ticketing system.
• Introductory level PowerShell scripting.
• Supported department heads and C-level executives.
• Strengthened communication skills through regular interactions with others

• Installed and configured hardware in laptops and desktops including hard drives, memory, main boards, NICs and video.
• Upgraded OS from Windows 7 to Windows 10 including all updates with Bios upgrades.
• Assisted with various server builds including Server 2008 R2, 2012 R2, Server 2016, Office 365 2013 and 2016 Administration with Active Synch.
• Set up and maintained user accounts as necessary.
• Set up VM’s using Microsoft Hyper V and Virtual Box.
• Familiar with peer-to-peer networking, TCP/IP, DNS, DHCP, and with Meraki dashboard and equipment.
• Familiar with ConnectWise ticketing system including adding and updating Tickets, Time Entries and Timesheets.
• Conducted on-site and remote training for Cisco VOIP phone users.
• Certified Meraki Network Associate.

• Provided Tier I & 2 technical support to customers’ requests by phone, email, and voice mail.
• Performed diagnostics and troubleshooting of customers’ application, hardware, network, and procedural issues.
• Assisted users with mobile devices such as tablets, iPads, and smart phones (androids, IOS, Windows).
• Installed and configured hardware in laptops and desktops including hard drives, memory, main boards, NICs and video.
• Upgraded OS from Windows 7 to Windows 10 including all updates with Bios upgrades.
• Assisted with various Server Builds to Include Server 2008 R2, 2012 R2, Server 2016, Exchange Server 2010, 2013
• Set up VM’s using Microsoft Hyper V and Virtual Box.
• Familiar with peer-to-peer networking, TCP/IP, DNS, DHCP, and with the Meraki dashboard and equipment.
• Familiar with ConnectWise ticketing system including adding and updating Tickets, Time Entries and Timesheets.
• Conducted on-site and remote training for Cisco VOIP phone users.
• Trained and assisted junior members of the Help Desk team

Upload your Packet Tracer file to here, so it can be graded. This is part of your exam grade.



Create a network layout that would consist of everything that we covered so far. (Combine every lab correctly)



Label all connections, and IP addresses/networks that you are using.



name the appropriate interfaces.

routers - 2811

vlans

switches - 2960

pc's

port security

trunking

forward traffic (router)

gateway

use appropriate cables ( do not use auto cable type)

make sure you can ping every device.

• Effectively handled call volume.
• Asked probing questions to determine best action to take to get customers back online.
• Entered tickets into Remedy to track issues.
• Sent reset signals to remote equipment to reboot them to correct issues as needed.
• Worked with customers’ schedules to determine best time for in-home tech visits when necessary.
• Upgraded customer internet speeds and added channels at the customers’ requests.
• Built and configured hardware and software to specifications.
• Restored data, operating systems, files, documents, and drivers.

• Responded promptly to incoming sales leads and requests for technical support
• Monitored systems in operation and quickly troubleshot errors

• Set up and configured hardware and software on company networks.
• Maintained 99.7% uptime on company networks following scheduled preventative maintenance procedures.
• Replaced failing video cards, memory, and hard drives.
• Added users and set up accounts and policies on the network.
• Updated operating systems, files, documents, and drivers using Unix.
• Restored data, operating systems, files, documents, and drivers.
• Resolved computer hardware and software, printing, installation, word processing, email, and operating systems issues.
• Queried Oracle databases using structured queries.
• Familiar with Linux operating system.