Kenneth Popp
Fisher Investments
Brentwood,USA
11
years of professional experience
Service management professional with solid background in overseeing service desk functions and optimizing support processes. Valued for driving team collaboration and consistently achieving service targets. Known for adaptability, reliability, and effective communication skills.
Work History
IT Service Desk Manager
4 Years 2 Months- Manage a team of 10 technicians across 2 sites
- Developed reports and dashboards to monitor SLA compliance and team performance
- Address customer concerns promptly
- Managed technician performance to uphold support standards
- Conduct bi-weekly 1-on-1s with all technicians
- Trained technicians and provided guidance.
- Served as liaison between ITSM and Service Desk teams to update service request items in ServiceNow catalogue and implement process improvements
- Track and monitor all process improvement ideas from initial suggestions to implementation in Microsoft Teams task tracker application
IT Client Services Coordinator
1 Year 2 Months- Manage 20 offshore and 30 onsite consultants
- Conducted bi-weekly 1-on-1 meetings with consultant leads to ensure tasks and SLAs were met for the team and provided constructive feedback to improve performance.
- Write training documentation for all consultants to follow
- Served as subject matter expert for SecureDoc Encryption Software, overseeing server management and operations.
- SME for SecureDoc Encryption Software including management of servers used
- Project tasks for new processes and applications being deployed to support the business and secure our network
- Managed Client Services budget, overseeing procurement of hardware and peripherals to ensure operational efficiency
- Major Incident Management - Driving process for involving all required SMEs to help resolve outages
- Created Continual Improvement Register (CIR) in Microsoft tasks for team to report process improvement ideas and facilitated weekly meetings to discuss implementation
IT Client Services Lead
1 Year 11 Months- Ensure Client Services team is meeting SLAs on tickets and calls and provide coaching when not met
- Conducted training sessions for all new technicians.
- Conducted interviews and selected candidates for technician roles.
- Managed quarterly orders of hardware and peripherals for new hires, break/fix, and upgrades.
- Managed project for migration from Windows 7 to Windows 10, coordinating timelines and resources
- Developed Windows 10 image and integrated Veeam for efficient hardware imaging process
- Project tasks for Office 365 migration from Office 2010
- Responsible for quarterly ordering of hardware and peripherals for new hires, break/fix, and upgrades
- Provided remote support utilizing Beyond Trust and Bomgar software
- Provision of accounts and settings for Bomgar
- Managed print server operations to ensure efficient printing services
IT Client Services Tech II
1 Year 3 Months- Tier 2 support for Infrastructure, Infosec, Network, SAP, and other Corporate applications
- Trained new technicians to enhance team readiness and service quality
- Averaged 300 - 400 tickets per month
- Resolved 300 - 400 tickets per month, ensuring timely support for end-users
- Supported network MFP printers from Toshiba, Konica Minolta, and Ricoh, maintaining printer functionality and uptime
- Provided remote technical support using TeamViewer to assist users with issues
- Supported Network MFP Printers from Toshiba, Konica Minolta, and Ricoh
Service Desk Technician
2 Years- Average of 200 - 300 tickets per month with over 95% SLA
- Phone support averaging 150 - 200 calls per month
- Implemented asset management project by selecting and deploying GigaTrak software, adding all hardware, and establishing process for Service Desk team to ensure proper tracking.
- Managed system deployments including imaging, domain addition, profiling, and data transfer to ensure seamless integration of systems.
- Managed Active Directory accounts, including user access and permissions. - Account unlocks, Password resets, Distribution List and Security Group creation and management, Shared/Service Account creation and management, Shared mailbox management
- Administered Exchange Server for email management and user support.
Service Desk Intern
7 Months- Provided Tier 1 phone and ticket support to resolve user issues
- Provided technical support for Windows and Mac devices to ensure user satisfaction.
- Offered assistance for mobile IOS and Android devices to enhance user experience.
- Delivered support for network multifunction printers to maintain operational efficiency.
Education
HS Diploma
Bachelor of Science - Information Technologies And Business Mgt
ITIL v4 Certification
Software Asset Management Certification
Skills
ServiceNow
Incident management
macOS
Incident escalation
O365
Azure
Process improvement
OKTA
Mobile Device Management
Service level agreements
Incident response
Escalation procedures
Timeline
IT Service Desk Manager
Fisher Investments
2022.08 - CurrentRead More
IT Client Services Coordinator
Cepheid
2021.06 - 2022.08Read More
IT Client Services Lead
Cepheid
2019.07 - 2021.06Read More
IT Client Services Tech II
Cepheid
2018.04 - 2019.07Read More
Service Desk Technician
Cepheid
2016.04 - 2018.04Read More
Service Desk Intern
Cepheid
2015.09 - 2016.04Read More
IAITAM
Software Asset Management Certification
Read More
Branham High School
HS Diploma
Read More
Southern New Hampshire University
Bachelor of Science from Information Technologies And Business Mgt
Read More
Certprime
ITIL v4 Certification
Read More