Kenneth B. Heales

• Configured hardware, devices and software to set up work stations for employees.
• Set up hardware and software in optimal configurations to meet network performance requirements.
• Diagnosed and executed resolution for network and server issues.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Identified issues, analyzed information and provided solutions to problems.
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes

• Performed study lesson plans, instructional materials and written practice tests for AWS, Red Hat Linux 7 and Python training courses to obtain certifications.
• Attended orientation sessions for on-the-job training for new hires

Waiting on contract placement.

• Installing computer, monitors, printers
• Investigated hardware product issues involving materials and software and devised solutions.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Configured hardware, devices and software to set up work stations for employees
• Planned layouts and ran cable into buildings and through walls, attics and crawl spaces
• Coordinated installation of new users and relocations of existing users

• Worked at Software Central supporting Get Software web site work flows, repository and support software licensing tickets
• Imported scanned and processed Free and Open-Source Software (FOSS)
• Follow Standard Operating Procedures SOP's) and responded via emails, phone calls, as well as ticket queues in Service Now to ensure timely responses to all customers
• Received kudos from customers
• Works with customers to process software using GetSoftware
• Trains customers on ticketing system in order to import necessary software on high side
• Searches for new products on interest for customer, scan for any threats (through Packager System), and package it up for deliver to customer via soft or hard copy
• Provide customer service such as answering calls and emails to assist customers that are unable to process tickets
• Customer service is performed through use of tools such as Outlook, Hotline, and GetSoftware

• Gathered and verified required customer information for tracking purposes
• Resolved customer issues in clear, courteous and straightforward manner
• Identified and solved technical issues with variety of diagnostic tools
• Help customers with routing trouble tickets
• Contacted customer by phone for issues
• Documented changes and actions in computer-based tracking system.

• Loading and unloading tapes for backups media libraries
• Send archived media off to storage
• Restore media libraries
• Resolved customer issues in clear, courteous and straightforward manner
• Maintain servers
• Resolved problems with malfunctioning products
• Conducted research to address customer concerns
• Organized and maintained detailed records on equipment use, materials logs and circulation activities.

• Take inbound calls from clients placing orders
• Order entry into computer database
• Assisted customers with product selection based on stated needs, proposed use and budget.
• Activated accounts for clients interested in new services.
• Upsold products and services to increase company revenue 75 % beyond targets