Kenneth Tucker
Summary
Knowledgeable Technician bringing over eight years' experience in helpdesk support, network administration and device support. Competent in using technical skills and root cause analysis techniques to resolve failures and maintain user productivity. Desire for long-term position with room for career advancement.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Petty Officer Third Class
United States Navy, USN
09.2001 - 09.2009
- Trained, coached and mentored military units to improve readiness and training.
- Diagnosed, troubleshot and resolved hardware and system problems.
- Performed data backups and disaster recovery operations.
- Monitored network performance to determine adjustments needed.
- Troubleshoot, installed and repaired Computer systems within the F-14 Tomcat, Dell PCs and HP devices
Service Desk Engineer
Allied Digital Services
Indianapolis , IN
03.2023 - Current
- Provided technical support to customers via telephone and email.
- Responded to customer inquiries regarding hardware, software and network issues.
- Investigated reported incidents and identified root causes of incidents and problems.
- Completed and resolve over 50 tickets a day.
- Provided technical guidance to clients on ServiceNow platform customization, configuration and deployment.
IS Support Techinican
Apex Systems
Indianapolis , IN
03.2023 - 08.2023
- With the collaboration with Epson America, managed all of the warehouse and office side with troubleshooting and resolving over 200 user devices from Indianapolis, IN to California.
- Completed the upgrade to windows 11 for all the users to make efficiency increase 15%.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Communicated technical information in easily understood terms to non-technical individuals.
Computer/Network Desktop Support Technician
Allied Digital
Indianapolis , IN
02.2021 - 03.2023
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Managed Over 20 branches from Old National Bank, and over 600 members from Allison Transmission
- Imaged OS and software deployments throughout system and addressed implementation concerns.
- Evaluated local area network (LAN) and wide area network (WAN) performance data to verify availability and speed, identifying network problems.
- Installed, repaired and troubleshoot over 60 Cisco WS-C3750V2-48PS-S switches and network phones in both Allison Transmission and Old National Bank
Data Analyst Manager
BellTechlogix
Indianapolis , Indiana
06.2019 - 01.2021
- Managed backup, user account and helpdesk systems.
- Met with users, vendors and technicians to determine computing requirements.
- Recruited, trained and supervised IT department staff.
- Provided company users with tech support for IT problems and account maintenance.
- Conducted data analysis to prepare forecasts and identify trends.
- Maintained or updated business intelligence tools, databases or dashboards.
- Utilized data analysis to monitor process efficiencies and identify data integrity exceptions.
IT Field Service Technician
DataField for TIBA Parking Systems
Indianapolis , Indiana
12.2018 - 06.2019
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Evaluated software or hardware to recommend improvements or upgrades.
- Maintained records of data communication transactions, problems and remedial actions or installation activities.
Computer Technician
ZenTech Consulting for Xerox at Rolls-Royce
Indianapolis , Indiana
01.2016 - 12.2018
- Coordinate cross functional technical assessments at the supplier’s or sub-tier supplier facilities to eliminate quality defect problems in manufacturing in order to address key business issues/priorities
- Provided solutions in networking, maintenance, programming, and computer system sales through Xerox at Rolls-Royce
- Assembled and designed custom tailored Windows 10 based desktop systems for all 1057 clients and personnel
- First call resolution for customer trouble tickets and escalated more difficult calls to the relevant operational subject matter experts (SME)
- Assisted in the installation and updating of software, as well as the setup and troubleshooting of all Xerox printers and Dell devices
Computer Technician
Samsung
Indianapolis , Indiana
05.2014 - 12.2015
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Troubleshot devices to identify and solve issues with hardware or software performance.
- Installed computers and other devices individually and across networks, testing connections to support proper functioning.
- Configured computers to network drivers and connected to printers and other peripheral equipment.
- Diagnosed and determined system issues to route for repair.
Education
Certification for Information Technology System Administration and Security Systems -
MyComputerCareer
01.2018
High School Diploma -
Stratford High School
01.2001
Skills
- Data Mining
- Forecasting and Planning
- Business Recovery and Sustainability
- Sales Process Engineering
- Application Engineering
- Hardware and Software Repair
- Resolving Problems and Incidents
- Defect Analysis and Resolution
- Microsoft Certification
- Tracking and Documentation
- User Support
- Network Security
- Proficient in ServiceNow
Certification
- CompTIA Server + - 2017
- Microsoft MTA OS Fundamentals - 2017
- Licensed Green Belt - 2006
Timeline
Service Desk Engineer
Allied Digital Services
03.2023 - Current
IS Support Techinican
Apex Systems
03.2023 - 08.2023
Computer/Network Desktop Support Technician
Allied Digital
02.2021 - 03.2023
Data Analyst Manager
BellTechlogix
06.2019 - 01.2021
IT Field Service Technician
DataField for TIBA Parking Systems
12.2018 - 06.2019
Computer Technician
ZenTech Consulting for Xerox at Rolls-Royce
01.2016 - 12.2018
Computer Technician
Samsung
05.2014 - 12.2015
Petty Officer Third Class
United States Navy, USN
09.2001 - 09.2009
Certification for Information Technology System Administration and Security Systems -
MyComputerCareer
High School Diploma -
Stratford High School
- CompTIA Server + - 2017
- Microsoft MTA OS Fundamentals - 2017
- Licensed Green Belt - 2006
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