Keon D. Bowen
Washington,DC
Overview
8
8
years of professional experience
Work History
Service Desk Inventory Technician
Securities and Exchange Commission
03.2024 - 05.2025
- Manage asset inventory used to distribute to service desk technicians
- Perform a monthly inventory scan of all assets
- Diagnose, test, image/reimage, and repair laptop assets.
- Coordinate repair of assets with HP tech.
- Evaluates hardware and software and makes recommendations for change.
- Coordinate with the proper team to get rid of extra/ out of date equipment
- Coordinate with the proper team to pick up equipment for imaging
Tier II Help Desk Analyst
GW MFA
01.2023 - 08.2023
- Performs Tier 2 support via telephone, email, in person, and via remote systems management as well as personal interactions directly with MFA staff
- Travels locally to remote MFA sites primarily in the DC Metro area to provide support for the hardware, software, telephone and infrastructure equipment
- Assists with triaging IS&T Department tickets, ensuring that all tickets are appropriately assigned or closed
- Works with MFA staff to keep operations and practice systems in working order to meet their needs
- Works closely with teammates, cross functional IS&T teams and vendors to troubleshoot problems and offer possible solutions.
- Evaluates hardware and software and makes recommendation for change.
- Maintains and supports all printers by either repairing when possible or reporting to the proper party for repair or replacement.
- Supports medical equipment connectivity to the network and reports to the proper party for repair or replacement.
- Performs staff computer installs and support to include cable management, imaging, software installation, troubleshooting, and maintenance of computers, printers, peripherals, etc.;
IT Specialist
Kerecis LLC
02.2022 - 05.2022
- Provide IT support to staff and help monitor the IT Support inbox and ticketing system.
- Be responsible for the company’s IT equipment in the U.S. and maintain inventory.
- Set up accounts and computers for new staff.
- Participate in testing review to ensure that documented procedures and policies are followed or modified as needed; collect system performance data and support execution of program best practices, continuous process improvement, and implementation of quality principles.
- Identify new processes, techniques, and procedures to upgrade and enhance services.
- Windows Server administration
- Help manage the company’s IT systems
- HCL Domino Development
- Develop strategies and recommend policies that govern the delivery of customer support services throughout the organization.
- Evaluate the effectiveness of existing applications, trends, and patterns in customer usage and systemic problems.
- Handle miscellaneous tasks as assigned.
Tier II Help Desk Technician
Howard University (Addison Group)[Contract]
10.2021 - 01.2022
- Maintain standard laptop and desktop configuration images utilizing current imaging solution documentation and deployment procedure.
- Install software
- Printer configuration, installation, and troubleshooting
- Access and Document encrypted/infected machines
- Support end-user software and hardware enhancements and technical problems; build, configure.
- Provide over-the-phone, remote, and/or in-person support.
- Maintain standard laptop and desktop configuration images utilizing current imaging solution documentation and deployment procedure.
- Provide support for file and print services.
- Support and maintain all laptops and desktops, hardware, software, and printers.
- Install, configure, and maintain Microsoft Office Professional and all other desktop applications used by the staff.
- Provide software and maintenance support for Apple/MacBook products
Tier II Help Desk/Systems Administrator Team Lead
Small Business Admin. (1901 Group LLC)
09.2018 - 12.2019
- Provide a detailed analysis of the problem.
- Research and assist wish developing solutions to resolve identified issues.
- Perform incident analysis to determine the possible cause and potential fix.
- Assist in the deployment, engineering, and maintenance of various information technology systems by working closely with different IT Teams that support our physical environment.
- Ensure all systems and infrastructure are running optimally with high availability and quality.
- Provide hands-on system service desk support, system maintenance, and operations support for both internal and external customers.
- Support end-user software and hardware enhancements and technical problems; build, configure.
- Troubleshoot software and hardware enhancements, application deployments, and infrastructure upgrades.
- Configure LAN closet connection in the event the user has Ethernet connectivity issues.
- Troubleshoot e-mail issues and escalate issues related to the e-mail server to e-mail server administrators
- Install, configure, and maintain Microsoft Office Professional and all other desktop applications used by the staff.
Tier II Desktop Support/VIP End-user Support
Dept. Health and Human Services
02.2017 - 05.2018
- Provides PC support, including new installations, upgrades, repairs, and virus scans.
- Performs diagnostics on PC and phone failures and troubleshoots/applies counteractive measures to resolve the issue.
- Provide computer and iPhone operations support when needed.
- Image new user laptops, set up new users’ iPhones, and set up new user workstations.
- Used Desktop systems’ forensic tools to assist the HHS Cybersecurity Incident Response Team during major security incidents such as the “WannaCry” Ransomware outbreak.
- Troubleshoot software, network, and hardware issues.
- Provide over-the-phone, remote, and/or in-person support.
- Manage active directory users via password changes, managing groups, and policies.
- Provide desk-side support for political appointees and military personnel.
Education
IT Help Desk Training
The Hope Project
Workforce development, CompTIA A
University of the District of Columbia
Skills
- Customer Support
- Microsoft/Microsoft Admin Portal
- Remote Desktop tools
- System restoration, Malwarebytes, Checkpoint Endpoint Security
- Active Directory
- SCCM/MECM
- Service Now ticketing
- Remedy Ticketing
- HCL Domino Designer and Admin, HCL Notes
- Office 365/365 Admin
- Mobile device management
- Microsoft endpoint management
Timeline
Service Desk Inventory Technician
Securities and Exchange Commission
03.2024 - 05.2025
Tier II Help Desk Analyst
GW MFA
01.2023 - 08.2023
IT Specialist
Kerecis LLC
02.2022 - 05.2022
Tier II Help Desk Technician
Howard University (Addison Group)[Contract]
10.2021 - 01.2022
Tier II Help Desk/Systems Administrator Team Lead
Small Business Admin. (1901 Group LLC)
09.2018 - 12.2019
Tier II Desktop Support/VIP End-user Support
Dept. Health and Human Services
02.2017 - 05.2018
Workforce development, CompTIA A
University of the District of Columbia
IT Help Desk Training
The Hope Project
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