Kevin Serebour
Summary
CompTia Network + certified IT professional & U.S Air Force Veteran with a strong foundation in network operations, cybersecurity fundamentals, and system troubleshooting. Gained hands-on experiences in securing military installations, managing sensitive communications, and performing technical inspections in high stakes environments. Proven ability to support mission -critical infrastructure, enforce compliance protocols, and contribute to operational readiness through disciplined, security -focused practices. Eager to contribute to team success and further develop professional skills. Bring positive attitude and commitment and willingness to continuous learning growth, progression.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Information Technology Associate
Home Depot
01.2018 - 05.2021
- Improved ticket resolution by 30% in Q1 2023.
- Maintained 98% customer satisfaction rates.
- Trained 15 new staff members on support protocols.
- Provided remote support to offsite employees, enabling seamless collaboration across locations.
- Streamlined IT processes through automation, reducing manual effort and increasing efficiency.
- Troubleshot technical issues, providing timely solutions and minimizing downtime for staff members.
- Led a team of junior IT associates in project execution, fostering professional growth and skill development.
Information Technology Analyst
Macy's
08.2015 - 05.2021
- Handled 200+ support calls daily, improving response time.
- Reduced hardware failure rate by 25% with new maintenance.
- Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
- Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
- Enhanced system efficiency by implementing advanced IT solutions and optimizing workflow processes.
IT Technical Support Specialist
Brookstone
06.2011 - 08.2014
- Resolved 85% of issues within the first call.
- Cut IT downtime by 45% through proactive monitoring.
- Implemented new tools, reducing ticket volume by 20%.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Education
Associate of Science - General Studies
Naugatuck Valley Community College
Waterbury, CT06-2016
Skills
- Customer Service
- Technical Support
- Troubleshooting
- Network Management
- System Administration
- Helpdesk Software
- Remote Support
- Active Directory
Accomplishments
- Developed a new ticketing system, increasing efficiency by 25%.
- Led a team project to upgrade the company's network infrastructure.
- Air & Space Outstanding Unit Award
- Meritorious Unit Award
- National Defense Service Medal
- Global War on Terrorism Service Medal
- Air & Space Longevity service Award
- AF Good Conduct Medal
Certification
- Salesforce Certified Administrator
- Salesforce Certified Platform Developer I & II
- Salesforce Certified Cloud Consultant
- Salesforce Certified Data Architect
- CompTIA Network+
Timeline
Information Technology Associate
Home Depot
01.2018 - 05.2021
Information Technology Analyst
Macy's
08.2015 - 05.2021
IT Technical Support Specialist
Brookstone
06.2011 - 08.2014
Associate of Science - General Studies
Naugatuck Valley Community College
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