KENNETH WALLACE
Dallas,TX
Summary
IT Support Specialist with hands-on help desk experience and expertise in troubleshooting, root-cause analysis, and resolving hardware, software, and network issues. Effectively minimized system downtime and maintained service quality standards while supporting critical logistics equipment, including handheld scanners and label printers, to ensure smooth daily operations.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Quality Assurance Specialist
DSV Logistics
Dallas, TX
03.2026 - Current
- Conducted thorough inspections to ensure compliance with quality standards.
•Trained staff on quality assurance protocols, fostering a culture of continuous improvement. - Spearheaded initiatives that improved product reliability and customer satisfaction through rigorous testing methodologies.
•Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies. - Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
IT Support Specialist
Monotronics
Irving, TX
01.2012 - 05.2015
- Provided technical support via phone, email, and in-person interactions, ensuring user satisfaction.
- Diagnosed and resolved hardware and software issues for diverse user environments.
- Configured and maintained network systems, enhancing operational reliability and performance.
- Assisted with onboarding new employees by setting up workstations and providing IT training.
- Used ticketing systems to manage and process support actions and requests.
- Installed and configured operating systems and applications.
- Created user accounts and assigned permissions.
Help Desk Support Specialist
HMS (Healthcare Management Systems)
Irving, TX
09.2010 - 01.2012
- Provided technical support for healthcare software, resolving user issues efficiently.
- Diagnosed and troubleshot hardware and software problems, ensuring operational continuity.
- Documented troubleshooting steps and resolutions to improve knowledge base accuracy.
- Responded to tickets promptly, prioritizing issues based on urgency and impact on operations.
- Configured hardware, devices, and software to set up work stations for employees.
Education
High School Diploma -
DeSoto High School
DeSoto, TX05-2005
No Degree - Database Management
DeVry University
Dallas, TXSkills
- Technical support
- Help desk support
- Software diagnosis
- Desktop support
- Remote support
- Ticketing system management
- Network connectivity
- Software installation
- Access point configuration
- Microsoft outlook
- Warehouse Management Systems
Certification
Miscrosoft 360: Endpoint Administrator Associate
Timeline
Quality Assurance Specialist
DSV Logistics
03.2026 - Current
IT Support Specialist
Monotronics
01.2012 - 05.2015
Help Desk Support Specialist
HMS (Healthcare Management Systems)
09.2010 - 01.2012
No Degree - Database Management
DeVry University
High School Diploma -
DeSoto High School