Khristopher M. Bell

Clarks Hill,SC

Summary

Meticulous and service-oriented Professional with 11+ years of expertise in technical system support, Network configurations, Software installations and OS administration. Excels in providing Tier 1 support in Remote Diagnostics and Technical Issue Analysis assisting in network security, setting up stations, training users and supporting pivotal process improvements. Proficient Service Desk Specialist with deep understanding of system architecture and diagnostics.

Experienced with diagnosing and resolving hardware and software issues. 1+ year experience utilizing Microsoft Azure technologies and virtual machine environments. Utilizes technical expertise to provide effective support and maintain system functionality. Track record of delivering high-quality solutions and ensuring minimal downtime.

Overview

years of professional experience

Work History

Deskside Support Technician

Morgan Advanced Materials

11.2021 - Current

Provided technical support for hardware and software issues, ensuring minimal downtime for end users.
Diagnosed and resolved complex IT problems using remote support tools and ticketing systems.
Collaborated with cross-functional teams to implement system upgrades and enhancements effectively.
Mentored junior technicians, fostering skill development and promoting best practices within the team.
Assessed user needs to recommend appropriate technology solutions aligned with organizational goals.
Led initiatives to document troubleshooting procedures, enhancing knowledge sharing across support teams.
Collaborated with cross-functional teams to address complex technical challenges and implement effective solutions.
Disconnected and reconnected desktops and peripherals to support office moves.
Mentored junior technicians by sharing best practices and troubleshooting techniques, fostering a collaborative work environment.
Provided onsite support during critical incidents, quickly identifying root causes and implementing appropriate resolutions.
Assisted in the planning and execution of company-wide technology upgrades, minimizing disruptions to daily operations.
Provided remote support to offsite employees, ensuring seamless access to company resources regardless of location.
Supported operating system and various tools and applications.
Managed inventory of IT equipment, maintaining accurate records and ensuring timely replacement or repairs as needed.
Troubleshot problems or issues with desktops and laptops.
Enhanced end-user productivity by troubleshooting and resolving hardware, software, and network issues.
Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
Walked individuals through basic troubleshooting tasks.
Documented support interactions for future reference.
Maintained servers and systems to keep networks fully operational during peak periods.
Diagnosed and troubleshot hardware, software and network issues.
Responded to customer inquiries and provided technical assistance over phone and in person.
Created user accounts and assigned permissions.
Migration of on-prem servers into centralized data center utilizing both Veeam and vMotion.
Creation and management of Veeam backup infrastructure of servers.
Creation and configuration of virtual machines within vSphere and Hyper-V.
Enrollment of server infrastructure within Azure Arc and monitoring environment
Creation and implementation of new e-waste SOP within the Augusta site.
Responsible for ordering, activating and deactivating cell phones for Morgan employees.
Assisted with LAN network upgrade

Service Support Representative 1/ Service Desk Specialist L2

UNISYS

02.2015 - 11.2021

Resolved diverse range of technical issues across systems and applications including menu navigation assistance, corporate network security and system functionality.
Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Ensured Active Directory Accounts, VMware, Mobile Devices for customers collecting data for improved assistance in system issues.
Remotely supported end-users with software, hardware and network standards and use processes utilizing technical tools such as, SCCM and skype for quick resolution.
Liaised with VIP clients around the world on a daily basis for troubleshooting procedures.
Resolved technical issues as Service Desk Specialist L1 for Microsoft Azure, Service Now ticketing system, AirWatch, SAP and Entrust (Identity Protection).
Managed AH team as a Service Desk Specialist L2 for Kellogg company, Wisconsin Department of Justice, United Launch Association, Lamb Weston Corporation, and Department of Interior
Assisted with technical issues L1 agents assigned to other contracts would have.
Assisted L1 agents with technical issues found on calls/chats and self-service tickets.
Created and maintained accounts within DLX application
Coached L1 agents to continuously score 100% on weekly Quality Assurance evaluations
Continuously ensured contracts met or exceeded Service Level Agreements as an L2
Executed exemplary customer service with a high First Call Resolution rate.
Was able to diffuse difficult end users with customer service skills on multiple occasions
Updated L1 agents’ break times within IEX application
Assisted team manager with team member scheduling decisions, such as time off and schedule updates.

Customer Service Representative

Target

11.2010 - 10.2011

Assisted customers with product information
Responsible for financial transactions at the checkout line
Leading Target RedCard seller for fiscal year 2011 at the Goshen, IN store
Worked in multiple departments throughout the store, including Customer Service Desk

Satellite Communications Operator

United States Army

02.2001 - 06.2005

Installed Satellite Communications equipment in order to provide secure internet and phone lines in deployment setting
Qualified expert in Satellite Communications equipment installation with my team
Deployment to Iraq in March 2003
Operated satellite communication systems to ensure reliable transmission of data and signals.
Monitored system performance, identifying issues and implementing corrective actions.
Assisted in troubleshooting satellite equipment and resolving technical problems swiftly.
Conducted routine maintenance on communication devices to enhance operational efficiency.
Moved to Administration Sergeant in 2004. Responsible for daily reports dealing with personnel accountability, training records, and Human Resource records. Reports generated in Microsoft Excel and Power Point.
Generated correspondence in Microsoft Word for company leadership
Assigned as company Mail Clerk in 2004

Education

Certification of Satellite Communications -

U.S. Army School of Telecommunications

Fort Gordon, GA

01.2002

Skills

VPN Software: U-Connect Launcher, Pulse Secure, Cisco
VDI Software: VMWARE, Citrix, vSphere,
Remote Software: SCCM (Microsoft System Configuration Manager) RDC – Remote Desktop
Configuration, RDP Remote Desktop protocol, Bomgar, Logmein, Skype, Zoom, Teams
Microsoft Office
CRM: Service Now, Microsoft Sharepoint

MFA Tools: OKTA Verify, Microsoft Authenticator, RSA
Softphone Tools: AVAYA, In-Contact
Operating Systems: Windows - XP, 7, 8, 1011
Microsoft Azure; AirWatch
DLX/SAP Admin, UNIX (Putty) Admin Lockout Status Tool, VMWARE Horizon View, Avaya, MPLS (VDI)
SNOW – Service Now, FreshService

Timeline