Kevin Harger

• ServiceNow (ITSM Tool): Demonstrated expertise in detailed, efficient ticket documentation and investigative research, ensuring streamlined workflows and rapid incident resolution with a resolution rate over 85% and serving over 80k.
• CyberArk: Proficient in leveraging enterprise-level privileged access management tools to enforce password security protocols and protect sensitive credentials.
• PowerShell: Skilled in scripting for automation and efficiency; utilized PowerShell to simplify complex, repetitive tasks and enhance operational productivity.
• RSA Security (SecurID & SoftID): Experienced in implementing and supporting RSA authentication solutions, enhancing multi-factor security across environments.
• AOVPN, Citrix, and Network Access Tools: Skilled in supporting secure remote access through VPN and virtualization platforms; ensure integrity and confidentiality of user sessions in accordance with cybersecurity protocols.
• Cisco, Jabber, and Click2Dial: Proficient in maintaining and troubleshooting enterprise communication systems; ensure secure and compliant collaboration across internal and external networks.
• Confidential Enterprise Tools: Trusted with a diverse range of proprietary and classified internal platforms; quickly adapt to unfamiliar systems while maintaining strict confidentiality and operational integrity.

• FreshService (ITSM Tool): resolved 600 tickets monthly escalated tickets when needed.
• Active Directory & EV Reach (Goverlan): Identity/card/group Access Management/password resets/Filesystem Permission/onboarding, offboarding & process Job Role Changes.
• Mitel Director: phone management.
• Microsoft Exchange: Distribution groups, create SMTP email forwarding name changes.
• Powershell: Utilized pre written scripts to assist in migration process.
• Customer Service: Promptly resolved tickets from users via email, inbound and outbound calls.
• Winpack: Utilized server for Access card management.
• Printers: Configuration, Install, Troubleshoot.
• OnBase: Account Management.
• MS-365 Migration: Troubleshooting and Coaching assist implementation.
• Cybersecurity: Managed endpoint security, unlocked user accounts, dispatched recovery solutions and evaluated email threats.

• Deployed & Managed: desktop/laptop systems using IBM BigFix, reducing deployment time and minimizing errors.
• Windows 10/11: Provided desktop support and Active Directory account management for a large user base.
• ServiceNow: Utilized for ticket tracking, ensuring timely issue resolution and professional documentation.
• Application Support: Offered user support and troubleshooting for Windows, Microsoft products and Adobe Creative Cloud applications.
• Customer/Tech Support: Built and maintain customer relationships by assisting with data transfers and application installations customized to departmental needs.

• Troubleshoot: Diagnosed and resolved hardware/software issues across various workstations, laptops, and peripheral devices.
• Imaging & Staging: Performed system upgrades, new user setups, and application configurations to maintain operational continuity.
• Data Entry: Ensured accurate Oracle data entry for internal record-keeping.

Operations Supervisor – Responsible for supervising collection activities in one or more lines of business (commercial, residential, roll-off (industrial), and/or container delivery and pick-up) in a geographically dispersed area. Oversaw drivers and helpers and worked with the Operations Manager and General Manager to implement tactical initiatives to drive functional excellence and achieve the budget. Ensured adherence to all accident prevention programs and led compliance with all safety, environmental, operating, regulatory, accounting, ethics, and other standards. Responsible for the execution and delivery of Safety, Customer Experience, and Efficiency while supporting a culture of employee engagement.

Performed complete pre- and post-operation vehicle inspections per company policy, ensuring proper tire pressure, fluid levels, safety equipment, gauges, and controls. Reported any safety issues on standard reports. Courteously interacted with customers, dispatchers, and others daily to ensure timely and professional customer route service. Followed all required safety policies and procedures. Maintained a strong sense of pride in work and consistently strived to achieve all goals.