Kenneth Wash II

• Configure, deploy, and maintain endpoint systems including podium laptops, workstations, and audiovisual hardware in a networked environment
• Troubleshoot hardware, software, and connectivity issues across AV-integrated systems, including microphones, cameras, projectors, and control systems (Crestron)
• Support hybrid and remote environments by diagnosing and resolving audio/video, network, and user access issues in real time
• Perform system testing, validation, and issue resolution for newly deployed or updated technologies prior to production use
• Monitor system performance and identify failures, escalating complex technical issues to appropriate IT teams

• Managed applicant tracking systems and maintained accurate data records
• Coordinated scheduling and communications using Outlook and internal tools

Managed high-volume service requests related to account access, authentication, and platform issues

• Managed account setup, updates, and access permissions for new and existing Warner Bros. streaming platform profiles across multiple internal systems.
• Oversaw and monitored global access permissions using tools such as Airtable and Sonic Studio to ensure secure and appropriate system access.
• Monitored system access and ensured compliance with security and data integrity standards
• Investigated and resolved user issues by collaborating with technical and operations teams

• Maintained accurate records within enterprise systems while ensuring data integrity and compliance
• Handled sensitive information in accordance with HIPAA and organizational policies

• Processed invoices using Oracle for national and international clients.
• Ensured invoice accuracy and regulatory compliance.

• Resolved 35–60 daily support tickets with advanced troubleshooting.
• Supported Microsoft Office, Citrix, and Active Directory environments.
• Recognized for high customer satisfaction and first-contact resolution rates.
• Baltimore MD

• Provided Tier 1 technical support to hospital staff, resolving hardware, software, and access-related issues in a high-demand healthcare environment
• Created, documented, and managed service desk tickets, ensuring accurate categorization and efficient escalation to specialized IT teams
• Guided end users through step-by-step troubleshooting for desktops, applications, and peripheral devices
• Maintained clear documentation of incidents and resolutions to support knowledge sharing and faster issue resolution
• Delivered responsive customer service in a fast-paced environment requiring accuracy and attention to detail