Summary

Overview

Work History

Education

Skills

Accomplishments

Timeline

Kyle Sutherland

Irvine,CA

Summary

Technical client support (Microsoft Azure and Google Suite). Set up, maintaining stations, training users and supporting pivotal process improvements to Windows and Mac systems/software for IT standards and government regulations. Monitoring and resolving IT issues, responding to inquiries/trouble shooting/education/support calls, management of data, distributing information to staff/organization and responding to Slack contacts inquiries/calls. Analyze data, supports security, organizes, classifies, maintains records and contributes to team efforts. Expertise in information technology, technical understanding, Exchange Management Console and/or Office 365 Exchange Portal documentation, reporting, customer service and time sensitive/deadlines. Software installation and update via Beyond Trust. Experience in Admin roles (7.5 years) using Active Directory, Exchange Management Console, Azure and Jamf. Building and updating an accurate inventory of hardware and assets. Building, imaging, and deploying desktops and assisting installation and configuration of Polycom Conference systems and Jira Ticketing System. Setup/teardown, of supporting company events such as graduations, fundraisers, chapels (weekly), plays and musicals. Installing hardware, updating software, Managing LAN systems and updating information guidance and articles. Assisting end users/staff with diverse computer systems, mobile devices and peripheral equipment problems. Operates autonomously to troubleshoot and fix concerns. Experience configuring computers, servers and peripheral devices and security parameters, managing permissions, filters and file sharing. Maintenance, security and training of teaching end user on programs/other technological needs. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Assisting in office setups at different office locations and pre planning and implementing moves for construction/remodel of buildings.

Overview

years of professional experience

Work History

Sr. Desktop Support Specialist

TaxRise

10.2023 - Current

Contributed to increased network security by identifying potential vulnerabilities and implementing corrective measures in a timely manner.
Maintained up-to-date documentation of supported systems, allowing for quicker resolution of future incidents by referencing past fixes.
Conducted regular preventive maintenance on hardware components, extending the life cycle of company equipment and reducing costs associated with replacements or repairs.
Mentored junior team members in best practices for desktop support, helping develop the next generation of skilled IT professionals.
Provided exceptional customer service by actively listening to user concerns and addressing their needs in a professional manner.
Implemented asset management procedures that increased accountability for IT resources while reducing unnecessary expenses related to lost or damaged equipment.
Enhanced end-user satisfaction by promptly resolving desktop support issues and providing clear communication throughout the process.
Streamlined processes and improved productivity with the implementation of effective desktop support tools and strategies.
Served as an escalation point for challenging desktop support cases, applying advanced problem-solving skills to resolve issues quickly.
Partnered with vendors to ensure timely delivery of replacement parts and efficient resolution of warranty claims.
Developed training materials for new hires as well as ongoing education programs for existing staff, ensuring consistent knowledge levels across the department.
Managed software installations, upgrades, and patches, maintaining optimal system performance across multiple departments.
Reduced downtime for employees by efficiently troubleshooting and repairing hardware and software issues on a variety of platforms.
Assisted in planning and executing technology upgrades that resulted in improved performance and reliability for endusers.
Learned and implemented new software testing procedures.
Purchased, setup and installed new computers.
Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
Diagnosed and troubleshot hardware, software and network issues.
Installed, configured and maintained computer systems and network connections.
Generated reports to track performance and analyze trends.
Maintained servers and systems to keep networks fully operational during peak periods.

Deskside Support Technician

VIZIO

09.2021 - 10.2023

Proficient in Mac OS and Windows environments.
Documented troubleshooting and corrective actions in JIRA.
Troubleshot problems or issues with desktops and laptops.
Disconnected and reconnected desktops and peripherals to support office moves.
Monitored system performance to identify potential issues.
Tested new software and hardware prior to deployment.
Created user accounts and assigned permissions.
Configured and tested new software and hardware.
Removed malware, ransomware, and other threats from laptops and desktop systems.
Configured hardware, devices, and software to set up work stations for employees.
Researched and identified solutions to technical problems.
Patched software and installed new versions to eliminate security problems and protect data.
Installed and configured operating systems and applications.
Developed and implemented preventive maintenance procedures.
Responded to customer inquiries and provided technical assistance over phone and in person.
Offered assistance in implementing and developing training programs.
Diagnosed and troubleshot hardware, software and network issues.
Helped streamline repair processes and update procedures for support action consistency.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.

Information Technology Specialist

Capistrano Valley Christian School

12.2017 - 09.2021

Managed system-wide operating system and software deployments, as well as related software upgrade problems.
Conducted daily system monitoring, verifying security, integrity and availability of all hardware, server resources, applications and key processes.
Answered and triaged requests for assistance in order to provide top-notch support.
Investigated and corrected problems with printers, copiers and other peripheral devices.
Established, repaired and optimized networks by installing wiring, cabling and devices.
Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.
Updated department documentation such as license databases, infrastructure maps and FAQs to maintain consistent response levels.
Set up hardware and software in optimal configurations to meet network performance requirements.
Installed, modified and repaired software and hardware to resolve technical issues.
Trained end-users of Microsoft 365 and Google Suite on use, functionality and application to business problems.
Loaded software, granted permissions and configured hardware for new employees as part of onboarding process.
Handled computer system troubleshooting and provided technical support to entire team for computer operations.
Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Provided Tier 1 IT support to non-technical internal users through desk side support services.
Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Performed tests of functionality, security and performance of different workstations and devices.
Trained and supported end-users with software, hardware and network standards and use processes.
Devised solutions to operations issues related to Microsoft 365 and Google Suite, working closely via phone, email, live chat and web teleconference.
Identified and solved technical issues using variety of diagnostic tools and tactics.
Knowledge in using Google admin Management, Servicenow, Slack, Zoom, Cisco Telepresence, Active Directory and Office 365 Admin Portal.
Experienced in building, Imaging and deploying Desktops and laptops

Vehicle and Vehicular Equipment Maintenance (2T3X1

United States Air Force, USAF

04.2013 - 09.2015

Troubleshot and repaired electromechanical and pneumatic systems, using electrical drawings.
Completed preventive maintenance routines, documentation and procedures.
Conducted installations, repairs, rebuilds and service on various types of locks and locking devices.
Performed repairs and maintenance to air conditioning, furnace, plumbing, electrical and other related systems and equipment.
Responded to emergency situations such as fire, power outage and gas or water leak.
Diagnosed electrical and mechanical problems related to all material handling equipment components.
Performed basic preventive maintenance and repairs on production equipment such as motors, conveyors, mechanical components or electrical wiring and electrical components for production equipment.
Performed preventive or predictive maintenance of conveyance equipment, using appropriate job plans, procedures and manuals.
Responded immediately to mechanical breakdowns and developed timely repair plan to minimize downtime.
Scheduled vehicle and equipment maintenance to improve longevity and overall equipment functionality.
Provided top quality control to eliminate maintenance downtime.
Made routine adjustments to machines depending on use and season.
Followed safety precautions to avoid personal injury and provide safe work environment.
Documented machine irregularities and completed repairs.
Inspected structures, machinery, and equipment to determine failure and causes for concern.
Increased overall lifespan of equipment by following preventative maintenance plans and executing unscheduled repairs.
Followed detailed maintenance and operational schedules to complete projects and keep vehicles functioning.