Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
BusinessAnalyst
Kenyatta Runnels

Kenyatta Runnels

Murphy,TX

Summary

Resourceful and innovative IT professional with a wealth of experience supporting Fortune 500 clients. Adept at providing top-notch technical support to end users in diverse organizational settings, prioritizing the delivery of an exceptional customer experience. I excel in implementing industry best practices and standards, driven by a strong work ethic. My commitment to raising the bar on IT service delivery in excellence is evident in daily operations. As a dedicated team player, I consistently collaborate with teams to uphold the high level of efficiency across multiple domains and environments.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Enterprise Support Technician III

Optimal Blue
Plano, TX
09.2023 - Current
  • Provides technical support to internal customers via phone, email and remote access applications.
  • Diagnose system errors and troubleshot technical issues for the end user.
  • Maintaines composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Maintains accurate records of customer interactions and service requests using provided ticketing system.
  • Assisting in the development and implementation of new processes related to IT support activities.
  • Developing training materials for users relating to software usage, new hire processes and other IT topics.
  • Configures user accounts via ADUC, other cloud management tools, modifications of file permissions, internal email distribution accounts., as needed for the customer use.
  • Responds promptly to customer inquiries regarding product features and functionality or services offered by the company.
  • Creating detail reports documenting customer support incidents as well as resolutions provided for management and team meetings.
  • Identifies areas of opportunity where service could be improved based on feedback from customers.
  • Generating inventory reports detailing assets such as hardware, software licenses and peripherals for all upcoming refreshes.
  • Reviews support cases for technical and troubleshooting accuracy and identifies needed process improvements.
  • Collaborating with technical staff to establish goals and objectives for system improvements and upgrades.
  • Creating and implementing new troubleshooting processes, improving efficiency and customer satisfaction to reduce downtime for end user.
  • Setup of new workstations with appropriate operating systems, software applications and peripheral devices.
  • Resolves printer problems remotely or onsite as needed by users.
  • Participates in IT projects related to desktop support services.

Enterprise Support Technician III

Black Knight Financial Services
Plano, TX
05.2022 - 09.2023
  • Provided technical support to customers via phone, email and remote access applications.
  • Diagnosed system errors and troubleshot technical issues for clients, remotely and onsite.
  • Configured user accounts, passwords, file permissions, email accounts., as needed for internal client use.
  • Responded promptly to customer inquiries regarding product features or services offered by the company.
  • Created detailed reports documenting customer support incidents as well as resolutions provided.
  • Tracked all open tickets in a ticketing system database with complete resolution details.
  • Documented repair processes and helped streamline procedures for future technical support actions.
  • Collaborated with support team to assist client stakeholders with emergent technical issues and develop effective solutions.
  • Worked with internal teams to deliver accurate information to customers and service accounts.
  • Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
  • Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
  • Conducted orientation sessions to introduce company policies and procedures as well as white glove support for laptop login and setup of accounts.
  • Provided technical support to ensure efficient functioning of audio and visual equipment used during meetings and conferences.
  • Delivered exceptional customer service through direct communication with clients and team members.

IT Support Specialist

Optimal Blue
Plano, TX
10.2017 - 05.2022
  • Diagnosed system malfunctions and provided troubleshooting assistance.
  • Maintained an inventory of all IT equipment in the organization.
  • Developed procedures for installation, configuration and testing of IT products.
  • Resolved network connectivity issues with routers and switches.
  • Installed software applications as requested by customers.
  • Troubleshoot problems remotely and deskside for proprietary software, hardware, mobile devices, and any other related issues for the organization
  • Removed and replaced old hardware during routine upgrades and system repairs.
  • Performed walk-throughs for new hires to aid in technological onboarding processes.
  • Coordinated with vendors for repairs or replacement of defective equipment.
  • Created user accounts and managed access rights for users.
  • Deployed operating systems upgrades and security patching in accordance with IT policies.
  • Created configuration guides for deploying new desktops, laptops and mobile devices.
  • Provided technical assistance and support to clients with Office 365 applications.
  • Managed user accounts in Active Directory and Azure AD Connector.
  • Assisted with the migration of email from legacy systems into Office 365 environment.
  • Conducted regular patching and software updates on servers and workstations using SCCM.
  • Created packages, collections, task sequences and advertisements in SCCM for software deployments.
  • Performed installation, configuration and troubleshooting of Windows operating systems.

Analytics & Reporting\Service Support Analyst

Vizient Inc
Irving, TX
12.2016 - 10.2017
  • Provide support for internal and external customers for the largest GPO in the country
  • Troubleshoot problems remotely and deskside for proprietary software, hardware, mobile devices, and any other related issues for the organization
  • Assisting management to implement and establish best practices base on the ITIL framework to maintain and achieve SLA’s
  • Creating and maintaining multiple reports for all managers for IT OPS Department to ensure SLA’s are achieved and maintained
  • Utilizing Remedy, performing root cause analysis and develops checklists for typical problems
  • Recommends procedures and controls for problem prevention
  • Sets clear and reasonable expectations as to resolution and timeframe
  • Escalates problems to others as needed
  • Documents issues and resolution on tracking system Remedy as well.

Executive Desktop\Mac Onsite Support

Dr. Pepper Snapple Group
Plano, TX
10.2012 - 12.2016
  • Provide support for the President of Package Beverages, EVP of Supply Chain, VP of Sales, SVP of Information Technology, SVP of Sales, SVP and GM of ISO, VP of Customer Info and Licensing for their laptops running Windows 7, or 8.1, iPhone 6\6s binded with Airwatch MDM, Outlook and networking issues, and assisting with any A\V that may be required for Board meetings and etc
  • Lead the migration and deployment of Mountain Lion and Yosemite, Adobe CS6, Suitcase Fusion, Mac Office 2011, and other related software for the business needs
  • Maintain software updates via OSX server for all Macbook’s and MacPro’s that is on the LAN using Apple Remote Desktop
  • Upgraded the existing OSX server to fully support the essentials services, such as caching server, Open Directory, File services, and software update services
  • Provides support for upper management throughout the organization for audio\video conferencing, special presentations, and mostly all IT related issues for the executive members
  • Providing desk-side and some telephone support of Mac’s and PC’s to employees for the hardware, software, mobile devices, or any other related issues
  • Troubleshoots problems and provides immediate resolution, or performs additional research as needed to resolve issues
  • Setup and configure PC’s and Mac’s per the user requests throughout the continent
  • Migration of data locally or remotely to new machine
  • Utilizing Remedy, performs root cause analysis and develops checklists for typical problems
  • Recommends procedures and controls for problem prevention
  • Sets clear and reasonable expectations as to resolution and timeframe
  • Escalates problems to others as needed
  • Documents issues and resolution on tracking system Remedy as well.

PC\MAC Desktop Support\LAN Administrator

VideoPlus
Lake Dallas, TX
04.2011 - 09.2012
  • Provides support for upper management throughout the organization for audio\video conferencing, special presentations, and mostly all IT related issues for the executive members
  • Assistd with managing Symantec Anti-Virus on the Mac’s as well as the PC’s
  • The installation and applying the necessary udpates
  • Led Windows 7\Office 2010 migration for approx
  • 200 users that included custom images per Dell model desktop\laptop
  • Implemented Point of Sale system using ACME for the mobile retail store that was widely used throughout the country including Canada
  • Installation and maintenance of network hardware and software to operate at acceptable performance levels
  • Provided software\hardware support for PC Workstations and laptops, Apple workstations, iMacs and Macbook’s, IPads and Samsung tablets and all essential software that is needed
  • Placed orders for PC and APPLE equipment, for upper management and end users, created the image to be applied on the workstation\laptop, and deployed to selected user using WSUS and Carbon Copy Cloner
  • Troubleshot software and hardware issues for Apple workstations, iMacs and Macbook’s
  • Configure Airport Extreme along with Airport Express for networking purposes
  • Configure Apple workstation, iMacs and Macbooks for domain and exchange access in the corporate environment
  • Created and maintain a POS systems and all peripheral equipment, then migrated to mobile POS system which included IPads and Bluetooth technology
  • Provided end users with rebuilt machines, custom images, and all peripherals that as needed
  • Place machine back on the network, copy profile over and reconfigured for daily usage
  • Act as liaison between employees, business partners, and outside vendors to assist in providing technical support and reaching established goals
  • Work with end users to provide hardware and software support for PCs, Apple equipment, peripherals, mobile devices, Blackberry’s, video equipment, and any other associated equipment
  • Provide remote connectivity for end users using VPN technology, Terminal Server, Remote Desktop, and related technology
  • Manage Active Directory, Exchange server, File and Print server, McAfee EPO server, EEye Services, DHCP server and Track-It system
  • Define and enforce corporate policies and standards for security, purchasing, licensing, proper storage and usage of data, hardware, software and Internet service
  • Maintain backup and disaster recovery procedures for servers and network equipment, off site storage and business
  • Assist with the development of the IT budget and purchasing of equipment
  • Provided support for upper management throughout the organization for audio\video conferencing, special presentations, and mostly all IT related issues for the executive members
  • All other functions as directed by the IT Manager.

Systems Administrator

CitiGroup
Irving, TX
10.2010 - 04.2011
  • Packaged software from Citigroup developers and pushed it over the wire using OVCM to all HP clients, internal and external
  • Maintained McAfee EPO server with updates and confirmed that updates did reach the clients
  • Ensured all clients were encrypted with native Bitlocker and troubleshoot the issues that arise due to to encryption
  • Performed regular maintenance server updates when scheduled and DOD wiped the drives of the server that was being decommissioned
  • Generated several reports using VB Scripts, and the tools of the OVCM server to properly manage the distribution of software packages
  • Deployments of HP machines, desktops and laptops, utilizing Citigroup proprietary imaging system as well as restoring and encrypting Blackberry for end user usage
  • Assisted with data migration between data centers and monitored the exchange of data from volume to volume globally
  • Provided end user support for internal and remote customers for proprietary software developed by Citigroup using Resolve It as our ticketing system
  • Breakdown and the deployment of new machines for a wing or department
  • The process includes imaging of new machines, properly configured per user, per department, and IP phone replacements
  • All other functions as directed by the IT Manager.

Desktop Support\LAN Administrator

Allied Pilots Association
Fort Worth, TX
10.2006 - 09.2009
  • Installation and maintenance of network hardware and software to operate at acceptable performance levels
  • Provided software\hardware support for PC Workstations and laptops, Apple workstations and Macbook’s and all essential software
  • Placed orders for PC and APPLE equipment, for upper management and end users, created the image to be applied on the workstation\laptop, and deployed to selected user
  • Troubleshot software and hardware issues for Apple workstations and Macbook’s
  • Configure Airport Extreme along with Airport Express for networking purposes
  • Configure Apple workstation and Macbooks for domain and exchange access in the corporate environment
  • Provided end users with rebuilt machines, custom images, and all peripherals needed
  • Place machine back on the network, copy profile over and reconfigured for daily usage
  • Act as liaison between employees, business partners, and outside vendors to assist in providing technical support and reaching established goals
  • Work with end users to provide hardware and software support for PCs, Apple equipment, peripherals, mobile devices, Blackberry’s, video equipment, and any other associated equipment
  • Provide remote connectivity for end users using VPN technology, Terminal Server, Remote Desktop, and related technology
  • Manage Active Directory, Exchange server, File and Print server, McAfee EPO server, DHCP server and Track-It system
  • Define and enforce corporate policies and standards for security, purchasing, licensing, proper storage and usage of data, hardware, software and Internet service
  • Maintain backup and disaster recovery procedures for servers and network equipment, off site storage and business resumption requirements
  • Assist with the development of the IT budget and purchasing of equipment
  • Provided support for upper management throughout the organization for audio\video conferencing, special presentations, and mostly all IT related issues for the executive members of the Board of Directors
  • All other functions as directed by the IT Manager.

Desktop Support Technician

Nursefinders
Arlington, TX
01.2006 - 09.2006
Macbook’sMacbook’sMacbook’sMacbook’sMacbook’sAirwatchFreshServiceCitigroupEEyeMacbooksMacbooksClonerIPadsIPadsupdatesAssistedMacPro’sbindedBitlockerBitlocker
  • Assisted staff with email migration and active directory migration
  • Manually converted users email accounts from exchange to Gmail and adjusted user accounts
  • Conferred with staff, users, and management to determine requirements for new systems and modifications
  • Read technical manuals and conducted computer diagnostics to determine root cause and drive to resolution
  • Tested and monitored software, hardware and peripheral equipment to evaluate use, effectiveness and adequacy of products
  • Maintained records of daily data communication and transactions, problems and remedial actions to be taken including installation activities
  • Operated the central console to monitor and control multiple terminal servers
  • Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications
  • Provided technical assistance to upper management and 100+ staff members.

Education

Network engineering -

Westwood Institute of Technology

INFORMATION TECHNOLOGY SUPPORT / NETWORK ENGINEERING -

Computer Learning Center

UTILITIES TECHNICIAN REPAIRMAN -

Aberdeen Ordinance Center & School

Skills

  • Windows 10/11 & Apple Support
  • Mobile Device Management
  • Microsoft Azure/Google Platform
  • Adobe Creative Suite
  • Checkpoint\Bitlocker Encryption
  • MS Office 365 & Exchange On-Prem
  • PC Imaging\MDT\SCCM
  • BigFix\SCCM Patching
  • Windows 2012 Server
  • Anti-Virus McAfee\Symantec\Sophos
  • Virtualization\Azure\VM Ware
  • ITIL Certified
  • Dashboarding & Reporting Ticketing
  • Networking
  • Printer Management
  • Asset Management
  • FreshService, ServiceNow, TrackIT
  • Knowledge Base Management
  • Server Management
  • Active Directory
  • PowerShell
  • User Account Management

Certification

  • CompTIA A+
  • Net+
  • ITIL Foundations\Overview

Personal Information

Title: Certified IT Professional

Timeline

Enterprise Support Technician III

Optimal Blue
09.2023 - Current

Enterprise Support Technician III

Black Knight Financial Services
05.2022 - 09.2023

IT Support Specialist

Optimal Blue
10.2017 - 05.2022

Analytics & Reporting\Service Support Analyst

Vizient Inc
12.2016 - 10.2017

Executive Desktop\Mac Onsite Support

Dr. Pepper Snapple Group
10.2012 - 12.2016

PC\MAC Desktop Support\LAN Administrator

VideoPlus
04.2011 - 09.2012

Systems Administrator

CitiGroup
10.2010 - 04.2011

Desktop Support\LAN Administrator

Allied Pilots Association
10.2006 - 09.2009

Desktop Support Technician

Nursefinders
01.2006 - 09.2006

Network engineering -

Westwood Institute of Technology

INFORMATION TECHNOLOGY SUPPORT / NETWORK ENGINEERING -

Computer Learning Center

UTILITIES TECHNICIAN REPAIRMAN -

Aberdeen Ordinance Center & School

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Kenyatta Runnels