Kenneth Henriquez
Summary
Tech-savvy Desktop Support Analyst possessing excellent troubleshooting skills for Windows, Linux and Mac platforms. Offering six years of experience configuring, installing and maintaining computer and telephone systems. Well-versed in efficiently resolving issues and tickets with highest standard of service and support.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client System Technician / Operator
United States Air Force
07.2019 - 07.2025
- Administer and track all IT hardware and software assets using the Defense Property Accountability System (DPAS) and Microsoft Excel, ensuring compliance with Air Force inventory standards
- Developed and maintain user-friendly technical documentation and IT support guides
- Manage the full lifecycle of IT assets, including acquisition, transfer, and disposal, while maintaining training and inventory records for 60 IT custodians across the installation
- Delivered Tier 1 help desk support over the phone, resolving hardware, software, and network issues for over 12,000 service members and maintaining mission-critical system uptime.
- Administered the base-wide IT trouble ticketing system, distributing and tracking 100 - 200 service tickets daily across six technical teams
- Produced and presented comprehensive weekly and monthly activity reports to senior leadership using Microsoft PowerPoint
- Generated and provisioned admin tokens for authorized personnel
- Provided hands-on technical support across a range of systems including Microsoft Office Suite applications, Adobe Acrobat, Zoom, Google Chrome and specialized military applications
- Implemented software and system upgrades across the entire base
- Set up multiple office environments, installing and configuring computers, printers, monitors, keyboards, mice, speakers, and VoIP telephone machines
- Diagnosed and repaired IT hardware such as desktop computers, laptops, mobile devices, printers, and scanners
- Executed cybersecurity protocols including security incident reporting, vulnerability patching, and compliance with Department of Defense cybersecurity guidelines
- Supported enterprise IT operations by deploying Windows 10 and 11 image to computers across base
- Utilized Active Directory to manage user accounts, groups, and devices across the base network
- Configured iPhones and distributed them to senior leadership using BlackBerry UEM for secure mobile device management.
Education
Bachelors - Computer Science
Fordham University
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Community College of Air Force
High School Diploma - undefined
Bronx Engineering and Technology Academy
Skills
- Operating Systems: Windows 10, Windows 11, iOS, MacOS, Chrome OS
- Networking & Security: Creating Ethernet Cable, Configuring TCP/IP, Wire Management, Vulnerability Patching, Device Cleaning
- Experience Tools & Platforms: Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), Adobe Acrobat, Active Directory, Defense Property Accountability System, Zoom, Google Chrome, PowerShell, Remedy Ticketing System, Remote Desktop
Certification
- CompTIA Security+ CE – Certified IT Professional
- Client Systems Technician (PDS Code L0B) – 80 hours
- Client Systems Course (PDS Code XY4) – 15 CCAF credit hours
- Information Technology Fundamentals (ITF+) – 4 CCAF credit hours
- CompTIA Cybersecurity Analyst Training – 10-day program
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Client System Technician / Operator
United States Air Force
07.2019 - 07.2025
undefined
Community College of Air Force
High School Diploma - undefined
Bronx Engineering and Technology Academy
Bachelors - Computer Science
Fordham University
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<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media<ul><li>Worked across multiple levels of a complex content ingestion system over a 10-year span</li><li>Improved system performance by streamlining data retrieval and backend operations</li><li>Standardized data ingestion protocols, enhancing accuracy across geographic and topical datasets</li><li>Implemented client-facing dashboard features previously underutilized, making them standard practice</li><li>Integrated third-party tools to overcome content access restrictions and expand curation capabilities</li><li>Applied deep understanding of Google search logic to maximize content quality and relevance</li><li>Analyzed and explained system behavior to internal stakeholders and clients to improve transparency</li><li>Developed training protocols for content moderation and system maintenance, enabling week-long onboarding cycles</li><li>Managed a team of 12 moderators over four years, optimizing workflows to support high-volume data pulls</li><li>Coordinated with operations and account teams to assess client requests, troubleshoot issues, and develop solutions</li><li>Conducted honest, strategic discussions with clients and leadership to align requests with system limitations and business goals</li><li>Maintained detailed process documentation to support organizational memory, training, and accountability</li><li>Completed college-level coursework in survey and process writing; applied principles to workplace efficiencies</li><li>Self-taught in multiple platforms including sound and video editing software, media production software</li><li>Proficient in Microsoft Office Suite, Google Workspace, and a range of productivity and curation tools</li></ul> at Futuri Media