K Keevon Young - James
New York,NY
Summary
Highly motivated and detail-oriented IT professional with 8 years of experience in providing Tier 1, 2, and 3 helpdesk support. Seeking a challenging position as a Tier 2 or 3 Helpdesk Support Technician to utilize the technical expertise and problem-solving skills gained and to contribute to the success of the organization by providing exceptional customer service. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
6
6
years of professional experience
Work History
Tier 3 Helpdesk Support Technician
Kyndryl, Inc
09.2021 - 01.2023
- Provided expert-level technical support and troubleshooting for wide ranges of IT issues escalated from Tier 1 and Tier 2 support teams
- Assisted in resolving complex hardware and software issues, ensuring minimal downtime and maximum productivity for end-users
- Performed advanced troubleshooting of network connectivity issues, both on-site and remotely, ensuring smooth operation of network resources
- Collaborated with cross-functional teams, including system administrators and network engineers, to identify and resolve complex technical problems
- Managed Active Directory user accounts, group policies, and security permissions
- Maintained accurate and detailed documentation of support activities, including ticket updates, resolutions, and knowledge base articles
- Conducted training sessions for Tier 1 and Tier 2 support teams to enhance their technical knowledge and problem-solving skills
- Assisted in implementation of IT projects, including hardware and software upgrades, system migrations, and deployments.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Provided basic end-user troubleshooting and desktop support.
Tier 2 Helpdesk Support Technician
IBM
08.2019 - 09.2021
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Configured hardware and granted system permissions to new employees.
- Researched product and issue resolution tactics to address customer concerns.
Tier 2 Helpdesk Support Technician
Hemmersbach
01.2017 - 03.2019
- Provided efficient and timely technical support to end-users, troubleshooting hardware and software issues via phone, email, and remote access tools
- Assisted in diagnosing and resolving network connectivity issues, ensuring uninterrupted access to critical resources
- Configured and deployed desktops, laptops, and mobile devices, ensuring proper installation and setup
- Assisted in managing user accounts, password resets, and access permissions in Active Directory
- Assisted in administration and maintenance of helpdesk ticketing system
- Contributed to development and improvement of support processes and procedures.
- Walked individuals through basic troubleshooting tasks.
Education
Computer Technician Training, Network+ certification, CompTIA - Information Technology
Per Scholas
Bronx, NY02.2015
Skills
- Helpdesk Software: ServiceNow, Remedy, Zendesk
- Networking: TCP/IP, DNS, DHCP, LAN/WAN
- Hardware: Desktops, laptops, printers, scanners, mobile devices
- Active Directory: User administration, group policy management
- Virtualization: VMware, Hyper-V
- Remote Support Tools: Webex, IBM BigFix, TeamViewer, Remote Desktop Connection
- Troubleshooting: Hardware and software issues, network connectivity, system crashes
- Excellent interpersonal and communication skills, both verbal and written
- Software and Hardware Issues
- Help Desk Support
- VPN Configurations
- Switches and Routers
- Video Conferencing
- Organizational Skills
- Cisco Jabber
- Service Ticket Tracking
- Technical Documentation
- Network Testing
- Data Security
- Operating Systems: Windows (XP, 7, 8, 10, 11), macOS, Linux
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Tier 3 Helpdesk Support Technician
Kyndryl, Inc
09.2021 - 01.2023
Tier 2 Helpdesk Support Technician
IBM
08.2019 - 09.2021
Tier 2 Helpdesk Support Technician
Hemmersbach
01.2017 - 03.2019
Computer Technician Training, Network+ certification, CompTIA - Information Technology
Per Scholas
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