Kevin Clark
Philadelphia
Summary
Experienced IT professional with a strong technical background in hardware and software maintenance. Skilled in creating roadmaps and effectively managing complex provisioning, troubleshooting, and maintenance tasks. Proficient in the latest system standards and experienced in overseeing request-for-service processes for assessment, documentation, and resolution.
Overview
6
6
years of professional experience
Work History
Information Technology Specialist
Independence Blue Cross
Philadelphia
01.2023 - 06.2024
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting, Level 1, and Level 2 Helpdesk remote support to solve end user software issues.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Documented transactions and support interactions in the system for future reference and addition to the knowledge base.
- Supported, configured, and maintained IP and non-IP phone system.
- Administered a 1000+ user account base in Active Directory, Google Workspace, and other required systems
- Assessed system hardware and software, and suggested modifications to reduce lag time and improve overall speed.
- Upgraded operating systems on workstations in line with corporate standards.
- Monitored, tracked, and documented service support activity to assist future problem resolution.
Help Desk Analyst
Wayfair
Remote
04.2022 - 12.2022
- Served client providing product and service information and resolving product and service problems
- Supported our client's internal employees with basic technical support needs
- Documented support interactions for future reference
- Provided basic end-user troubleshooting and desktop support
- Logged support tickets and closed when issues were resolved
- Resolved technical issues by troubleshooting
- Clarified the client's complaint, determined the cause of the problem, selected and explained the best solution to solve the problem, expedited correction or adjustment, and followed up to ensure resolution
- Researched product and issue resolution tactics to address customer concerns.
Manager of Operations
Save A Lot
Philadelphia
08.2021 - 03.2022
- Coordinated employee schedules to provide adequate staff coverage
- Delegated tasks to appropriate staff members and monitored performance
- Supported senior managers with day-to-day operational requirements
- Optimized inventory for maximum revenue generation
- Maintained operational performance with skillful handling of opening and closing tasks
- Promoted products based on effective planning, merchandising, and employee preparation.
Help Desk Analyst
Quick Taxes
Philadelphia
09.2020 - 08.2021
- Documented support interactions for future reference
- Responded promptly to incoming sales leads and requests for technical support
- Logged support tickets and closed when issues were resolved
- Provided basic end-user troubleshooting and desktop support
- Activated accounts for clients interested in new services
- Used ticketing systems to manage and process support actions and requests.
Server
The Palm Restaurant Group
Philadelphia
08.2018 - 06.2019
- Processed credit card transactions, gift cards, and cash transactions
- Memorized menu additions, changes, and limited offerings
- Trained new servers in company policies, guest service standards, and best practices
- Supported bussers with table-cleaning during high-volume shifts
- Reconciled cash tills from dining sales as part of closing duties
- Achieved sales quotas through consistently promoting high-profit items and daily specials.
Education
Business Administration -
Cabrini College
Radnor, PA05.2018
Skills
- Active Directory
- Microsoft Windows
- O365
- Citrix
- Hardware Installation
- Software Installation
- Group Policy
- Remote assistance
- Software updating
- Hardware upgrades
- User Accounts
- Data Recovery
- Mobile Device Management
- Operations
Languages
English
Timeline
Information Technology Specialist
Independence Blue Cross
01.2023 - 06.2024
Help Desk Analyst
Wayfair
04.2022 - 12.2022
Manager of Operations
Save A Lot
08.2021 - 03.2022
Help Desk Analyst
Quick Taxes
09.2020 - 08.2021
Server
The Palm Restaurant Group
08.2018 - 06.2019
Business Administration -
Cabrini College
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