Kevin Bartlett

• Improved business processes by analyzing system requirements and implementing effective solutions.
• Streamlined data management for increased efficiency by designing and implementing new database systems.
• Enhanced user experience with thorough testing and troubleshooting of software applications.
• Reduced project completion times by effectively managing cross-functional teams in agile environments.
• Increased system reliability, optimizing performance through regular maintenance and updates.
• Collaborated with stakeholders to gather essential requirements, ensuring successful project outcomes.
• Developed comprehensive documentation to support end-users and facilitate future enhancements.

Utilizes ITSM ticketing systems to manage and process support actions and requests.
Assists zone technicians and managers with various issue such as Microsoft Exchange, RSA, Cisco
VoIP, NY.Gov and User Account Management, Network Support, VDI Support, etc.
Provided comprehensive training to internal and off-site users to optimize systems maintenance and
resolve recurring issues.
Streamlined troubleshooting processes to improve system support and enhance communication between
support team and end-users.
Worked closely with management teams to plan, develop, coordinate and execute technical strategies
aligned to client's vision, mission and purpose.
Resolved diverse range of technical issues across multiple systems and applications for customers and
end-users across various time zones.
Followed up with clients to verify optimal customer satisfaction following support engagement and
problem resolution.

• Leads daily operations of IT Help Desk. Supervises three full time employees in Albany office and two employees in Seattle office.
• Technical lead for upgrading over 400 workstations from Windows 7 to Windows 10.
• Technical lead for migrating Microsoft Office 2016 to Microsoft Office 365 for all employees.
• Reduced new computer purchases by 10% by maintaining relationships with vendors.
• Delivers on-site IT and AV technical support for team members in meeting spaces and company meetings.
• Meets with representatives from Dell, Staples and CDW to stay up to date on product roadmaps and software subscriptions.
• Ensured network, system and data availability and integrity through preventative maintenance and upgrades via IBM Big Fix and SCCM.

• Prioritizes service requests and dispatches student technicians in response to hardware, software and other service requests.
• Supports computers and related technologies in computer labs, computer classrooms, libraries, smart classrooms, meeting rooms and offices.
• Troubleshoot, research, diagnose, document and resolve hardware and software issues surrounding Windows and Apple operating systems.
• Installed software, modified and repaired hardware and resolved technical issues.

• Oversees daily operation of ITS Help Desk and manages all employees which include part time, full time, student workers and grad assistants.
• Lead technician for migrating over 1000 employee workstations, lab computers and smart classrooms from WIndows XP to WIndows 7.
• Project manager for yearly computer rollout. Research, test, recommend, and make all computer related purchases.
  
• Represents Information Technology Services on student panels, student orientation and other public speaking formats.
  
• Team member on the Academic Technology Committee, provides insight, updates and works with the team to make key decisions regarding Information Technology.
• Performs software audits to ensure compliance with all software licensing.

• Installation and support of desktop computers, thin clients, servers, software, peripheral equipment, and telecommunications equipment.
• Configure user e-mail accounts on Exchange servers, enable voice mail accounts, and place users into Active Directory groups.
• Diagnosed and troubleshooted UNIX and Windows processing problems and applied solutions to increase company efficiency.
• Provided all levels of IT support to non-technical personnel within the business.