Kieran Keresoma

• Streamlined DoD IT processes by implementing effective troubleshooting techniques for common problems.
• Provided exceptional customer service, resolving a high volume of helpdesk tickets within established timeframes.
• Improved end-user satisfaction by providing timely and efficient desktop support for software and hardware issues.
• Understand and execute complex troubleshooting procedures to resolve all DoD software issues.
• Work with ServiceNow to manage customer related tickets for asset issues.
• Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.

• Conducted thorough inspections of damaged vehicles to assess the extent of damage and determine repair or replacement needs.
• Examined photographs and surveillance and any other documents relating to claims.
• Kept current on insurance regulations, laws, policies and procedures.
• Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
• Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
• Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
• Negotiated with claimants to settle claims.
• Issued payouts to claimants.
• Successfully negotiated settlements with claimants and insurers.

• Work with a diversified team to maintain and repair 5000+ assets.
• System administrator for Windows 10/11.
• Upgrade and deploy Windows 10/11 to all local assets using SCCM and standalone methods.
• Understand and execute complex troubleshooting procedures to resolve all software issues.
• Have an advanced understanding of HP Desktops and laptops to troubleshoot and install parts.
• Install HP / Xerox / Ricoh / Konica Printers and Multi-Function Devices.
• Have an advanced understanding of HP / Xerox / Ricoh / Konica Printers and Multi-Function Devices to troubleshoot any configuration / hardware / print queue issues.
• Work with HP Service Manager to manage customer related tickets for asset issues, change and install assets submissions.
• Order, inventory and deliver Hardware / Software PUKs to customers for deployment.
• Maintain warehouse shipment to and from site; to include all end of life network equipment and all end of life assets to main warehouse facility.
• Upgrade and deploy Windows 10/11 to all local assets using SCCM and standalone methods.
• Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.

• System Administrator for Windows 10/11.
• Understand and execute complex troubleshooting procedures to resolve all DoD software related issues.
• Have an advanced understanding of Dell/HP desktops and laptops to troubleshoot and install parts.
• Worked with a diversified team to maintain and repair 5000+ assets.
• Installed HP/Xerox/Lexmark Printers and Multi-Function devices.
• Have an advanced understanding of HP/Xerox/Lexmark Printer and Multi-Function devices to troubleshoot any configuration/hardware/print queue issues.
• Ordered, inventoried, and delivered hardware /Software PUKs to customers for deployment.
• Work with HP Service Manager to manage customer related tickets for asset issues
• Reduced downtime for users through proactive monitoring and maintenance of the Active Directory environment.

• Set up new computer systems and devices, including installing hardware and software and patching programs.
• Maintained compliance with federal and internal security standards.
• Troubleshot and repaired desktop and mobile systems.
• Provided remote and in-person support to resolve issues.
• Reported incidents and executed corrective procedures.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Maintained and monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
• Managed system-wide operating system and software deployments as well as related software upgrade problems.
• Delivered network technology training to junior team members and end-users, enhancing knowledgebase and team productivity.

Key Achievement: Participated in a humanitarian effort in 2018 in the Commonwealth of the Northern Marianas Islands to help rebuild their communications infrastructure after Typhoon Yutu.