Kensloe Lariviere
Brooklyn,NY
Summary
Experienced IT Professional with over 4 years in Information Technology, specializing in front-line Help Desk support and possessing strong AWS/Cloud Computing knowledge. Proven track record in monitoring and addressing Service Desk phone calls, email queues, and auto-triggered requests in complex enterprise environments. Skilled in troubleshooting computer hardware/software issues, with expertise in standard operating systems and networking protocols. Detail-oriented professional with extensive experience in telecommunications, retail, and customer service, delivering Tier 2 and 3 support knowledge. Known for resolving problems quickly. Passionate about science and technology, with a proactive approach to analytical problem-solving. Experienced with ticketing systems like ServiceNow, Jira system, and proficient in prioritizing tickets.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Teacher's Assistant AWS - Cloud Architect Associate
Borough of Manhattan Community College
08.2023 - Current
- Collaborated with Lead Instructor to facilitate course content delivery, ensuring successful completion of training requirements and certificate attainment, while utilizing tools such as Confluence, Jira, Slack, and Trello for effective coordination
- Managed 30 student and facilitated AWS training, ensuring completion of certification requirements, aligning with Service Desk Analyst's responsibility to manage service incidents and requests
- Enforced compliance with educational policies, reflecting responsibility to contribute continuous process improvement within Service Desk area
- Utilized various tools for effective communication, aligning with requirement to remain technically knowledgeable and current on Service Desk tools
- Contributed to enhancing student learning experiences, reflecting responsibility to provide positive client experience and meet or exceed customer expectations while utilizing Confluence, Jira, Slack, and Trello to streamline communication and organization.
- Prioritized tasks to meet tight deadlines, pitching in to assist others with project duties.
- Researched and understood emerging technologies and end-user needs.
- Displayed sound understanding of standard networking protocols, virtual networks and load balancing.
Customer Service Associate /Pharmacy Technician
Walgreens
03.2020 - Current
- Utilized database technology to manage and organize client information, ensuring accurate and timely task completion, enhancing workflow and service efficiency.
- Coordinated verification and filling of more than 200 daily prescriptions in high-volume pharmacy environment
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Utilized internal software and tools to meet customer needs and resolved issues promptly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
IT Help Desk
Medgar Evers College
03.2018 - 04.2020
- Acted as team leader in group projects, delegating tasks and providing feedback.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Experienced in providing IT support as Single Point of Contact (SPOC) for students, faculty, and staff
- Proficient in handling service requests related to classroom technology, E-mail, CUNY Portal, CUNY First, Printing, and Wi-Fi accounts, desktop support, etc.
- Skilled in using ticketing software such as ServiceNow to manage and resolve IT service requests efficiently
- Dedicated to improving customer service and fostering better communication between users and IT staff
- Learned and adapted quickly to new technology and software applications.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Education
AWS | Linux | Networking |
Per Scholas
Bronx, NY01.2023
Software Engineer
General Assembly
New York, NY01.2021
Bachelor of Science - Biology
Medgar Evers College | CUNY
Brooklyn, United States08.2020
Skills
- ServiceNow
- Monday
- Microsoft Word
- VMware
- Office
- Python
- Outlook
- Excel
- Database administration
- Data Analysis
- CSS
- HTML
Certification
AWS Cloud Practitioner
Comptia Sec+(End of April 2024)
Timeline
Teacher's Assistant AWS - Cloud Architect Associate
Borough of Manhattan Community College
08.2023 - Current
Customer Service Associate /Pharmacy Technician
Walgreens
03.2020 - Current
IT Help Desk
Medgar Evers College
03.2018 - 04.2020
AWS | Linux | Networking |
Per Scholas
Software Engineer
General Assembly
Bachelor of Science - Biology
Medgar Evers College | CUNY
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