Mark Kerns

· DESKTOP ENGINEER II

· ecoATM / Gazelle | Louisville, KY | 10/2023 – Current

• Triages at 20-25 tickets daily using ServiceNow SNOW

· PC SUPPORT SPECIALIST II

· TEK Systems | MSD | Louisville, KY | 10/2021 – 7/2023

• Triages at 20-25 tickets daily using the BMC Track-It system
• Supporting over 650 users, 800 PCs, and 400 mobile devices at 8 remote locations

· Troubleshoot all computer problems based on end-user issues

· Strives for a first-call resolution to meet an SLA success rate of 99.6% over the course of 20 months

· Installs and configures required software according to end-user and business requirements

· Supplies guidance to end-users on how to work new software and hardware to include SAP, IPS, eB, Adobe Professional & Microsoft Enterprise Suite

· Maintain Audio visual equipment for Cooperate Board room and 42 added mediums to small conference rooms

· Maintains user accounts using tools such as System Center Configuration Manager, Active Directory, LanSweeper, and Remote Desktop Connection

· Maintains On the Shelf inventory including computers and accessories valued over $250,000

· Alerts management when stock is needed

· Runs routine reports as requested from Active Directory Management Console 3.0 v. 21H2 and LanSweeper v. 10.2.0.0

· Follows escalation path for all technical issues as needed for infrastructure, applications, GIS, and LOJIC

· Have created over 65 entries to fix both hardware and software for all devices including servers using Microsoft One Note

· Runs Operational tasks including New Hire setups and account creations with over 100 onboarded during my 20 months

· Facilitates Life Cycle Management including imaging over 75 desktops and 100 laptops

· Coordinates break/fixes on a daily, weekly, monthly, and as-needed basis

· Images hardware using tools such as SCCM with Roles on eight desktops and ten laptops at a time

· Mentored and supplied technical oversight to two summer interns over the 8-week Kentucky Works Summer Program

· Provides support for 70 plus multi-function printers with Konica Minolta Business Solutions and 6 HP plotters

· Researches and proposes solutions for level 2, & 3 tickets

· Supplies desktop support to eight remote sites spread out through three counties in Kentucky

· Utilize monitoring tools such as Solar Winds and Volta Multi-meter for slow ping, network anomalies, and critically downed devices and network services

· Manage various IT projects including enabling Microsoft Bitlocker to devices being turned off, identifying a device with inappropriate software installs and virus scans

· Daily I keep the three 65" monitors to currently display information and read properly within our NOC monitoring operations

· Every month, I take inventory of all our copier toner and plotter paper and toner and place orders as needed for all nine of our offices including our Main Office

END USER COMPUTING SPECIALIST - INTERMEDIATE

· TEK Systems | U of L Physicians | Louisville, KY | 11/2020 - 5/2021

• Worked both Cerner and EPIC Go Lives Via Citrix 4.9 LTSR
• Imaged PC's, laptops etc. to be deployed throughout U of L

· Processed tickets through UofL L's SysAid ticket system

· Used Wireshark to patch connections to the 6 IDF closets.

· Collaborated with Providers on McKesson, Dragon Mic, and MUSE

· Setup new hires / Outlook / mapped network drives / printers

· Changed passwords /add users to OUs in DS AD / UMC Citrix

· COMPUTER NUMERICAL CONTROL PROGRAMMER

· Champion Machine Inc | Shepherdsville, KY | 1/2018 – 11/2020

• Installed Nic’s / assigned static IP / pulled / punch cable down.
• Ran maintenance repairs / rebuilt / rewired / troubleshot issues.
• Ran production reports on each machine total gross / downtime.
• Setup / repair / took down tooling / updated tooling database.

· COMPUTER NUMERICAL CONTROL PROGRAMMER.

· Champion Machine Inc | Shepherdsville, KY | 1/2018 – 11/2020

• Installed Nic’s / assigned static IP / pulled / punch cable down
• Ran maintenance repairs / rebuilt/rewired/troubleshot issues
• Ran production reports on each machine's total gross/downtime
• Setup/repair / took down tooling / updated tooling database

· NETWORK OPERATING CENTER TIER 2 SPECIALIST

· Yum Brands | Louisville, KY | 7/2017 – 1/2018 Contract

· Assessed/made recommendations to customers

· Remotely troubleshoot hardware/software issues

· Supported customer turnkey installations

· Updated customer network system diagrams

· TECHNOLOGY SPECIALIST II

· TEK Systems | U of L Dental | Louisville, KY | 1/2017 – 7/2017

• Served as a Tier 2 member of the IT area, Dental Informatics, supplied computer hardware and software support to clients
• Diagnosed and corrected media system problems
• Aided faculty, staff, and students with maintenance of user accounts for university resources or clinic information system
• Supplied technical support for videoconferences/webinars

· SENIOR NETWORK SYSTEMS ADMINISTRATOR

· Strand Associates, Inc.| Louisville, KY | 7/2000 – 12/2014

• Served as Senior Network System Administrator
• Responsible for the implementation of network projects
• Specialized in Microsoft and Cisco Technologies
• Patched / Service packed / Updated servers in ten offices
• Hardware support for Cisco, Dell, HP, Polycom, and ShoreTel
• Responsible for finding, recommending, and implementing the best IT solutions and their computer budget
• Aided in preparing the company's annual computer budget
• Troubleshot, repaired, managed, and supported network, software, and hardware of computers and servers in ten offices
• Documented procedures and put together computer training manuals for new PC / server builds

· SENIOR NETWORK SYSTEMS ADMINISTRATOR

· Strand Associates, Inc.| Louisville, KY | 7/2000 – 12/2014

• Served as Senior Network System Administrator
• Responsible for the implementation of network projects
• Specialized in Microsoft and Cisco Technologies
• Patched / Service packed / Updated servers in ten offices
• Hardware support for Cisco, Dell, HP, Polycom, and ShoreTel
• Responsible for finding, recommending, and implementing the best IT solutions and their computer budget
• Aided in preparing the company's annual computer budget
• Troubleshot, repaired, managed, and supported network, software, and hardware of computers and servers in ten offices
• Documented procedures and put together computer training manuals for new PC / server builds
• Ran system audits and checked all software installations
• Responsible for cross-training of accounting, front office, IT, marketing, CAD technicians and engineering staff

· MECHANICAL DESIGNER

· Lesco Design and Mfg. Co. | La Grange, KY | 1/1991 – 7/2000

• Took field measurements for the Kentucky Truck Plant, Louisville Assembly Plant, and Honda Manufacturing Plant
• Designed conveyor systems head through tail sections

Was present on the shop floor for revisions and retrofits

Ran field observations for all three plants