Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Kyle Burton

Long Island City,NY

Summary

Lifelong technician with skills and experience in an expansive range of computer systems, network environments, MIS objectives, hardware repair and maintenance, systems deployment, automation, and team supervision spanning over two decades. A thoroughly dedicated and results-driven technician with a proven track record of excellence in troubleshooting and resolving complex technical issues. Brings a wealth of technical expertise and leadership skills to drive the success of the team. Recognized for consistently delivering high-quality IT support and solutions and is committed to fostering a collaborative and efficient work environment as team lead.

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Surge Team Lead

Abbtech Professional Resources, Inc.
08.2023 - Current
  • Mentor and coach team members, fostering their professional development and enhancing technical skills
  • Enforce IRS quality standards for customer support, ensuring consistent and high quality service delivery
  • Conduct regular audits of tickets and interactions to identify areas for improvement
  • Act as a POC for escalated customer issues, providing resolution or coordinating with appropriate teams when necessary
  • Provide leadership to the team, guiding them to meet timely performance goals
  • Generally oversee daily operations, ensuring that the team are all following policies and rules set forth both by Abbtech and the IRS
  • Perform spot training for technicians to fill any lapses in knowledge and to ensure their reliability when they are called on for IRS coverage
  • Monitor team performance metrics, such as ticket resolution times, ticket counts, and EQRS scores
  • Generate regular reports for management, highlighting key performance indicators and areas for improvement
  • Lead the resolution of complex technical issues, working closely with the team members to better their understanding of these issues and how to handle them
  • Ensure machine parity across all team members to ensure that all are able to perform their duties with all necessary tools available to them
  • Maintain employee data of technicians, such as their various employee, badge, and machine IDs
  • Oversee the yearly mandatory FISMA / SAT training to ensure 100% security compliance for all technicians on the team
  • Perform corrective meetings with members of the team who are not performing up to standard expectations

Personal Assistant to Owners

Harmony Entertainment
02.2010 - Current
  • Attend business meetings with prospective owners or partners and provide insight and opinions on said meetings to CEOs
  • Act as the official representative in foreign countries during prospective business ventures and send reports back to company owners
  • Take important people and govt officials to lunches to ensure good and solid relationships in the owners’ stead when they are too busy to do so themselves
  • Research and write reports on prospective business ventures and submit findings for review to owners
  • Write emails and other official messages for owners using professional English verbiage
  • Meet with investors in meetings and support the owners by building their image during these social interactions
  • Attend events with owners and other VIPs, taking care of any tasks or errands requested by the owners and their connections
  • Oversee projects personally, domestic or foreign, in place of the owners for the duration of contracts, seeing them through to the end while representing the owners
  • Handle problem situations personally to minimize any negative effects they may have on the owners’ daily momentum
  • Be on call at a moment’s notice to be sent to foreign countries to handle business in the owners’ steads

IT Service Desk Technician

Abbtech Professional Resources, Inc.
06.2021 - 08.2023
  • Serve as the initial POC for end-users seeking technical assistance, providing prompt and courteous support
  • Address and resolve a variety of hardware, software and network issue through effective troubleshooting
  • Log and categorize support requests in KISAM, ServiceNow, ensuring accurate documentation of issues
  • Communicate or personally handle technical solutions for end-users, ensuring user satisfaction
  • Utilize a number of remote tools to troubleshoot issues and deliver software to end-users without a need for on-site problem resolution
  • Diagnose and resolve hardware-related issues, including desktops, laptops, printers, and other peripherals
  • Install and troubleshoot software for users, following common IT knowledge and the full breadth of Knowledge Articles created by the IT community at the IRS
  • Assist users with password resets and general account management using WebAD (QWERT), Entrust Identity Guard, and BEARS
  • Educate users on best practices for password management and security awareness
  • Document fixes and step-by-step processes for resolving issues, ensuring efficient issue resolution for future reference
  • Daily “read” time research of current issues, possible solutions, and upcoming updates that may have a small or large impact on users
  • Participate daily with our own ancillary team in addition to the larger IRS team, sharing findings and solutions to issues
  • Take over tickets for coworkers who are having difficulty solving issues, ensuring a minimum in end-user work stoppage times
  • Used Live Chat services to assist users entirely over text-based systems
  • Provided regular higher-tier and specialty coverage for IRS technicians upon all requests, ensuring the reliability of Abbtech and availability of technicians during these times

MIS (Management Information Systems) Coordinator

AHRC, Brookville (HQ)
06.2000 - 06.2005
  • Manage and maintain the full network and IT environments of two large office sites
  • Provide hands-on tech support to users and offices as problems arise, ensuring prompt resolution to work stoppages and hindrances
  • Manage and administer the organization’s MIS, including databases, software applications, and reporting tools
  • Perform system configurations and updates and troubleshooting to ensure optimal performance and usability
  • Ensure compliance with regulatory requirements and internal policies related to data management and information security
  • Perform rollouts of physical computer upgrades and other hardware during work hours while minimizing impact on overall productivity
  • Handle the wiping of data from unused storage devices and submit bare drives for possible repurposing
  • Perform physical repairs using personal tools, when possible, to minimize any possible monetary costs to the company
  • Manage intranet blacklist to ensure that no questionable sites are accessed using the company’s ISP and so that employees can stay focused on work

Library Tech Room

Adelphi University
10.1999 - 12.1999
  • Help manage a small network of study-related machines for use by students of the college
  • Clean the workstations and make sure they are presentable
  • Handle any reports of malfunctioning software, making sure the machines are fully functional and readily available
  • Keep stock of IT equipment, making notes of any losses from the main library floor

Library Tech Room

Half Hollow Hills Community Library
01.1998 - 01.1999
  • Help manage a small network of Apple and Microsoft workstations for student use
  • Perform regular maintenance and replacement of computer peripherals that are functioning less than perfectly
  • Perform weekly tape backups of library data to ensure availability of these records in case of database failure
  • Address any reports of software or hardware malfunctions to ensure availability of workstations to students
  • Perform daily checks of printers to ensure they are stocked with enough ink for rigorous daily use

Education

Regents Diploma -

HHH HS East

1 semester - CompSci

Adelphi University

Skills

  • Technical Expertise
  • Technical Adaptability
  • Customer Service Excellence
  • Troubleshooting
  • Systems Analysis
  • Communication Skills
  • Quality Assurance
  • Workflow Optimization
  • Organized
  • Punctual
  • IT Connections
  • Team Representation
  • Loss Contingency
  • Hardware Rollouts
  • Timely Resolutions
  • MS Windows
  • Office 365
  • Visual Studio
  • Arduino
  • Remote Desktop Console
  • Bomgar
  • Remote Tools Console
  • Notepad
  • Edge
  • MSIE
  • Firefox
  • Chrome
  • Blender
  • Real-Time Adherence
  • Active Directory
  • Command Prompt
  • Power Shell
  • ServiceNow
  • IRWorks
  • KISAM
  • QWERT
  • CTIOS
  • Jabber
  • Finesse
  • AnyConnect
  • BEARS
  • Entrust Identity Guard
  • SMP/ITMS
  • Aceyus
  • Verint Impact360
  • Aternity EUEM
  • COE
  • EQRS
  • Hardware
  • Networking
  • Encryption
  • Servers
  • Web Applications
  • Java
  • Communications
  • IT Security
  • Citrix
  • Virtual Machines
  • Database
  • UNIX
  • Kerberos
  • Assistive Technologies
  • Imaging and Backups
  • Uninterruptable Power Supplies
  • C
  • Soldering
  • Automation
  • Ticketing Systems
  • Myriad IRS Help Desk SOP
  • Google
  • Mobile Devices
  • Cloud Computing
  • Industry Standard Operation Procedures
  • Twisted Pair Cabling
  • Black/White Lists
  • Performance monitoring

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Collaborated with team of 60 in the development of surge contractors for IRS..

Certification

  • A+, 2024
  • Net+, 2024
  • Sec+, 2024

Languages

English

Timeline

Surge Team Lead

Abbtech Professional Resources, Inc.
08.2023 - Current

IT Service Desk Technician

Abbtech Professional Resources, Inc.
06.2021 - 08.2023

Personal Assistant to Owners

Harmony Entertainment
02.2010 - Current

MIS (Management Information Systems) Coordinator

AHRC, Brookville (HQ)
06.2000 - 06.2005

Library Tech Room

Adelphi University
10.1999 - 12.1999

Library Tech Room

Half Hollow Hills Community Library
01.1998 - 01.1999

1 semester - CompSci

Adelphi University

Regents Diploma -

HHH HS East

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Kyle Burton