Kevin Roche
Philadelphia,PA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
17
17
years of professional experience
Work History
Service Desk Analyst
Anthony & Sylvan Pools
06.2021 - Current
- Administer Active Directory and Exchange accounts
- Oversee problem management and performed general troubleshooting for complex issues
- Create and maintain documentation of problem cases and solutions for later use (Knowledge Base)
- Utilize ticketing system to track and manage all client inquiries (Freshworks)
- Monitor and evaluated system performance in order to identify any potential issues.
- Reduce ticket resolution times with thorough troubleshooting and effective communication skills.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Collaborated with IT teams to resolve complex issues, ensuring minimal downtime for end users.
IT Help Desk/ Support Engineer
Physicians Endoscopy
01.2018 - 06.2021
- Serviced Full IT Support for 55 Endoscopy Centers over 1,000 employees
- Maintained and updated customer service documentation to ensure accuracy of information
- Administered Active Directory and Exchange accounts
- Provided technical support to over 500 customers in a fast-paced customer service environment
- Performed troubleshooting and maintenance of IT systems and networks
- Used DameWare and Teamviewer to connect to PC Remotely
- Used Desktop Central for MDM and diagnosing computers
- Utilized ticketing system to track and manage all client inquiries
- Trained new users on the company’s IT systems and processes
Junior IT Admin
Bio-PharmInc
06.2016 - 12.2017
- Administered Active Directory and Exchange accounts
- Set-up new computers, printers, and scanners
- Ran cabling and configured end connections
- Coordinated with other teams and vendors to achieve problem resolution
- Performed troubleshooting and maintenance of IT systems and networks
- Confirmed connection of production machinery
- Acquired knowledge of new systems to administer to client base (Labelnet, Labelview, CMS)
- Utilized ticketing system to track and manage all client inquiries
- Monitored and evaluated system performance in order to identify any potential issues.
Support Engineer
Alpha Systems
10.2013 - 06.2016
- Used SQL to fix demographics on hospital document
- Used Active Directory for creating usernames and passwords
- Answered phone calls on documents that need to be deleted from workflow
- On-Call for after hours to resolve emailed issues
- Used GoToMeeting to connect to end users and resolve issues.
Clinical Specimen Specialist
GlaxoSmith Kline
04.2012 - 09.2013
- Enhanced team productivity by streamlining processes and implementing time-saving strategies.
- Developed strong client relationships through consistent communication and attentive service.
Shipping and Receiving
Sodexo
07.2011 - 03.2012
- Managed packing, shipping and receiving of gallery art and other mail and packages.
- Streamlined shipping and receiving operations to reduce errors and improve customer satisfaction.
- Moved material to and from finishing to shipping and receiving or warehouse storage..
IT Technician
Asociación De Puertorriqueños En Marcha (APM)
08.2007 - 07.2011
- Administered Active Directory and Exchange accounts
- Managed 500 users and 15 Locations
- Set-up networks and network peripherals
- Basic knowledge of Avaya Site Admin Software & 4610 model phones
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Maintained office PCs, networks and mobile devices.
- Managed time efficiently in order to complete all tasks within deadlines.
- Went to multiple sites to handle Technical issues (manufacturing cables, peripherals, networking, end user computers)
Education
Bachelor’s Degree in Technical Management -
Devry University
01.2014
Skills
- Technical Support
- Incoming Call Management
- Technical Troubleshooting
- Asset Management
- Hardware support
- Documentation
- Account Management
- Performance Assessment
- Network Troubleshooting
- Hardware troubleshooting
- Database Management
- Remote Technical Support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Service Desk Analyst
Anthony & Sylvan Pools
06.2021 - Current
IT Help Desk/ Support Engineer
Physicians Endoscopy
01.2018 - 06.2021
Junior IT Admin
Bio-PharmInc
06.2016 - 12.2017
Support Engineer
Alpha Systems
10.2013 - 06.2016
Clinical Specimen Specialist
GlaxoSmith Kline
04.2012 - 09.2013
Shipping and Receiving
Sodexo
07.2011 - 03.2012
IT Technician
Asociación De Puertorriqueños En Marcha (APM)
08.2007 - 07.2011
Bachelor’s Degree in Technical Management -
Devry University
Similar Profiles
DarRon DandridgeDarRon Dandridge
Project Manager/Design Consultant at Anthony & Sylvan Pools CorporationProject Manager/Design Consultant at Anthony & Sylvan Pools Corporation
KEVIN TURNERKEVIN TURNER
Project Manager at Anthony & Sylvan PoolsProject Manager at Anthony & Sylvan Pools
Joni DelatteJoni Delatte
SALES ADMINISTRATOR at ANTHONY & SYLVAN POOLSSALES ADMINISTRATOR at ANTHONY & SYLVAN POOLS