Summary
Overview
Work History
Education
Skills
Certification
Additional knowledge
Timeline
Generic

Kevan Jenkins

Lexington,KY

Summary

Friendly Desktop Support Technician with years of computer systems experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Senior Desktop Support Specialist

Lexington Clinic
08.2011 - Current
  • Develop and Deploy Windows images to PCs with Microsoft Endpoint Manager
  • Manage Centralized XDR software researching and resolving incidents
  • Configured and implemented and maintain on premise Helpdesk System
  • Maintain Virtual Servers and Applications on related servers using VMware
  • Configure, and Maintain peripherals to local and remote facilities
  • Deploy preconfigured Network switches, perform network, closet rehabilitation and port changes when requested
  • Developed training materials for new hires as well as ongoing education programs for existing staff, ensuring consistent knowledge levels across the department.
  • Field calls from Lexington Clinic’s medical and support staff facilities during OnCall and Helpdesk rotations.
  • Managed software installations, upgrades, and patches, maintaining optimal system performance across multiple departments.
  • Collaborated with IT team members to develop comprehensive solutions for complex technical issues, ensuring smooth business operations.
  • Contributed to increased network security by identifying potential vulnerabilities and implementing corrective measures in a timely manner.
  • Reduced downtime for employees by efficiently troubleshooting and repairing hardware and software issues on a variety of platforms.
  • Leveraged remote access tools for efficient troubleshooting, minimizing disruptions to employee workflow during support interactions.

Tier 1 Technical Support Agent

Toyota Motor Engineering & Manufacturing North America
04.2010 - 08.2011
  • Field calls from Toyota’s North American production and engineering facilities as well as from remote users and suppliers
  • Resolve desktop issues via remote control or customer interaction when possible
  • Route non-resolvable incidents to local support teams
  • Field and route mission critical calls to local support staff across North America
  • Reset passwords for LDAP, Active Directory, Mainframe and PeopleSoft applications
  • Setup and problem resolution of client side Lotus Notes issues for new and existing users
  • Led the team in calls taken and overall scorecard results for multiple months
  • Troubleshoot Windows XP and 2000 operating systems, Microsoft Office, Lotus Notes as well as many other off the shelf and Toyota proprietary applications
  • Promoted to the Subject Matter Expert Team
  • Responsible for account creation and permission assignment for several Toyota proprietary applications
  • Installing Toyota approved software and Toyota proprietary Applications
  • Member of Helpdesk Disaster Recovery Team working remotely in case of inclement weather.

Tier 3 Migration Support Agent

Ashland Inc.(contractor)
01.2010 - 02.2010
  • Migrated PC’s from old domain (Hercules Water Treatment) to new domain (Ashland Inc)
  • Provided worldwide support to users with complications due to migration process
  • Assisted lead with ideas on how to make process more efficient.

Computer Sales and Installation

Circuit City Stores Inc.
10.2001 - 03.2009
  • Provided phone support and resolution to end users improving user experience and overall satisfaction
  • Deployment and Maintenance of PC’s and peripherals to residential and commercial clients
  • Troubleshoot OS and Hardware onsite and remotely
  • Designed, setup, and maintained residential and business LANs
  • Designed localized disaster recovery systems to meet user needs with minimum expenditure
  • Lead for store and technical staff technical staff as well as liaison for customers to vendor support.

Education

Computer Science

Kentucky State University

Computer Technology (Networking Emphasis)

Bluegrass Community and Technical

Skills

  • Documentation Development
  • Collaborative Team Player
  • Interpersonal Skills
  • Highly Professional
  • Analytical and Methodical
  • Remote Desktop Management
  • Software Installation
  • Incident Management
  • Hardware diagnostics
  • Asset Management
  • IT security protocols
  • Patch management
  • System Administration
  • End-User Training

Certification

  • CompTIA A+ certified
  • Microsoft Certified Solutions Associate

Additional knowledge

  • Microsoft Office 365
  • Lotus Notes
  • Remote Assistance / Remote Desktop / Proxy Pro
  • Symantec Ghost
  • Cisco 2950, 2960, and 3650 switches
  • Pro Business Tools (PBT) Scheduling System
  • BMC Remedy Help Desk Ticketing System
  • ISupport Ticketing System
  • Platforms: Windows 10
  • Server 2008 R2 - 2022
  • Active Directory
  • VMware
  • Hyper V
  • Azure
  • Database Management Software: Oracle 9i PL/SQL, Microsoft Access MS SQL
  • Virtualization Software: VMware Virtualization, Citrix, Hyper-V

Timeline

Senior Desktop Support Specialist

Lexington Clinic
08.2011 - Current

Tier 1 Technical Support Agent

Toyota Motor Engineering & Manufacturing North America
04.2010 - 08.2011

Tier 3 Migration Support Agent

Ashland Inc.(contractor)
01.2010 - 02.2010

Computer Sales and Installation

Circuit City Stores Inc.
10.2001 - 03.2009

Computer Science

Kentucky State University

Computer Technology (Networking Emphasis)

Bluegrass Community and Technical

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