Varence Penn-Kast
Valrico,FL
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Specialist Level 2
Rooms to Go Corporate Office
10.2022 - Current
- Utilization of the ServiceNow system for ticketing, ticket routing, software/hardware requests, inventory management and regular knowledge base maintenance
- Provide daily in-person support for both standard and executive corporate end-users
- Register and configure end-user devices, user accounts and groups, desktop software as well as elevation roles via Microsoft Azure/AAD (Entra ID) and Intune
- Active Directory/MECM user/computer administration
- Exposure to enterprise level network experience, specifically within the Juniper Mist environment
- Configuration and deployment of thin clients via Stratodesk
- Microsoft application configuration/troubleshooting, Teams, OneDrive, Office 365, Sharepoint etc
- Support for Microsoft Teams soft phones, as well as Cisco desk phones
- Citrix workspace support, within both Citrix exclusive and hybrid workspace devices
- Troubleshooting of networked printers, IP configuration, scanning features, etc
- Working on various company initiatives aimed in the direction of a zero-trust model
- Ivanti/pulse secure VPN support
- Warehouse scanner support, (Windows, Android)
- Handle AV requirements for company town hall events such as, wireless microphones/mixing board, projector, temporary cabling as well as verifying presentation content is ready and providing on the ready support during such meetings.
IT Support Specialist
Town of Bethel
08.2021 - 09.2022
- Configuration and deployment of new user PCs and peripherals
- Providing daily face-to-face interaction with users when assisting with IT related issues
- Local and network based imaging on end-user machines via windows media creation tools or PXE
- Installation of standard and commercial software as well as its configuration
- Providing support for some remote locations, as well as being on-site
- Creating complete documentation for various IT processes or updating current processes
- Maintaining detailed tracking of deployments
- Proactively monitoring and updating of the Solar Winds ticketing system as well as maintaining IT inventory
- Updating the Bethel Connecticut website via the QScend system.
IT On-boarding Specialist - Contract
William-Raveis Real Estate
10.2019 - 01.2020
- Responsible for the IT aspect of on-boarding new William-Raveis employees requiring extreme attention to detail
- Included the responsibility of on-boarding approximately 70+ new employees during a new office acquisition
- Completing terminations promptly and efficiently without error
- Streamlining of certain IT aspects within the new hire process
- Creating user accounts/configuring permissions within AD
- Providing remote troubleshooting support using various remote connection tools (LogMeIn, TeamViewer)
- Provide support for agent mobile devices including troubleshooting and account setup
- Providing support for remote offices, including their computers and peripherals
- Troubleshooting/installing printers remotely in both Windows and Mac environments
- Utilizing Microsoft Azure to implement proper Office 365 software licensing
- Effectively using the K.A.C.E
- Ticketing system to log, process and complete requests in a timely manner
- Provide phone support to end-users when needed while effectively logging requests
- Corresponding with 3rd party application support over issues varying from minor to complete outages
- Assisting end-users with standard software such as Office 365, Windows 10, Citrix Receiver, etc
- Able to communicate effectively with end-users, including those who may not be accustomed to newer technologies.
ITS Deployment Team - Contract
Yale New Haven Health Network
06.2019 - 10.2019
- Image/deploy over 500 computer workstations using Windows SCCM imaging tools
- Configure and deploy Medical grade IT equipment
- Configure and deploy workstation peripherals
- Manage incoming inventory and organize various types of equipment
- Assist users in transitioning to new devices
- Restore/backup user data where required
- Assist in ticket resolution from within Remedy systems both in-person and remotely
- Provide end-user technical support
- Provide correct permissions and OU placement via Active Directory
- Install proper software and/or drivers where required
- Check-in with users to verify functionality of new equipment and/or if changes are needed.
Project Development Services
VBS Communications Corp.
12.2016 - 01.2019
- Software/Hardware research and development of Indoor RTLS and Heat Map systems
- Hardware component and system prototype testing
- Technical support (Hardware/software).
IT Help Desk Support
Somerset Capital Group
08.2015 - 11.2016
- Frequent use of Active Directory to create and manage users as well configure permissions or groups
- Build Imaging servers as well as creating/restoring such build images for new user computers
- Creating/configuring network shares and their associated permissions/groups
- Use of the GLPI system for creating and managing service tickets
- Setting up calls to vendors and/or service and repair contractors
- Use of GoToAssist to troubleshoot computers remotely as well as setup the initial unattended service
- Creating Meetings via GoToMeetings and preparing various hardware to support said meeting
- Manage and configure MS RDS and Citrix application services and permissions pertaining to its users
- Troubleshoot networking issues both in-office and remotely in some cases using CMD
- Manage/create/apply VPN profiles and configurations as well as maintaining the Viscosity service
- Completing IT requests for all new hires as well as terminations
- Use and maintenance of the Google Apps for Work service used for Email as well as other office apps
- Manage/organize IT inventory and log/update changes of additions or subtractions of assets
- Managed/completed the reselling of retired IT assets
- Administer the Ring Central Cloud hosted phone system as well as any complementing hardware
- Diagnose all company printer hardware, complete repairs if possible, or call in for service if needed
- In addition to such listed, be available for any standard helpdesk requests from the company users.
IT Service Desk - Contract
Richemont North America
03.2015 - 08.2015
- Use of the Service Now ticketing system (SNOW) including accessing knowledge base as well as creating and routing tickets in a comprehensive and timely manner
- Use of Microsoft Forefront Manager for user management such as password unlocks and resets, generic email delegation, terminations, etc
- Use of Active Directory for management to enable/disable user and or computer accounts, along with other account passwords unlocks/resets not done in Forefront
- As well as adding or removing Groups for users
- Use of Dameware Remote software for troubleshooting on user computers
- Use of DHCP servers to update MAC addresses and or create/remove IP leases and reservations
- Use of RDP manager to connect to multiple file, print, DHCP servers
- Configuring MS Outlook archiving policy for users
- Use of commands - Ping, ipconfig, gpupdate, etc
- As well as navigating devices to modify/delete folders or run scripts
- Remote configuring and troubleshooting of retail systems (POS systems and credit card terminals as well as completing Power and equipment checks on networking equipment and back-up power supplies
- Printer support which includes: (Remoting into printer IP to configure and adjust, HP, Zebra Label, Canon and Lexmark printers as well as setting up service calls and or ordering toners for Retail locations' printers
- Using tools such as Snagit or Snipping tool to capture screenshots for troubleshooting use
- Configuring iOS devices such as iPads or iPhones for retail and corporate users including installing/ removing profiles in those devices
- (Profile would include, Exchange account, and authorization for accessing Intranet).
PC Hardware Repair Technician
Discount Laptop Shop
10.2014 - 03.2015
- Perform upgrades such as RAM, Hard drives, CPUs, optical drives dependent on customer order
- Image computers using the local server on multiple computers simultaneously
- Perform various laptop and desktop repairs such as LCDs, Keyboards, Touch pads, etc
- Perform complete teardowns of both laptops and desktops and efficiently organize parts
- Inventory computers being stored in the warehouse as well as scan in computers for customer orders
- Inspect computers for cosmetic damage and determine what to replace.
IT Help Desk Support
SavATree
07.2014 - 09.2014
- Support to over 300 users
- Use Remote desktop connection to troubleshoot and repair problems
- Manage and setup VPN connections for thin clients and physical computers
- Setup Corporate Email on mobile devices as well as troubleshoot those devices
- Manage phone systems throughout the branches
- Oversee installation and configuration of new networks in branches done by ISP
- Setup and support Cisco WebEx corporate meeting scenarios as well as provide end-user assistance during such meetings.
Education
Technical Degree - Information Technology
Ridley-Lowell Business And Technical Institute - New London
New London, CT05.2014
High School Diploma -
Ridgefield High School
Ridgefield, CT06.2012
Skills
- Ticketing/Inventory: (ServiceNOW, GLPI, Solarwinds Orion, KACE)
- Hardware maintenance
- User Training
- Asset Management
- Hardware upgrades
- Software Licensing
- Software Installation
- Printer troubleshooting
- Software diagnosis
- Application installations
- User credential management
- Account Management
- TCP/IP
- ITIL Processes
- Virtualization Technologies
- Active Directory/Exchange Administration
- Microsoft Azure/Entra/Intune
- Microsoft Windows Administration
- Mobile OS configuration/deployment
- Microsoft Office (Suite and O365), OneDrive Support
- Conferencing support: (Cisco Webex, Citrix GoToMeeting, Microsoft Teams)
- Remote support applications: (Citrix GoToAssist, DameWare, TeamViewer, LogMeIn Rescue, Microsoft RDP/RDC, Google Desktop)
- VPN configuration/support: (Viscosity, Ivanti, Pulse Secure)
Certification
- CompTIA A+
- CompTIA Network+
Hardware Skills
- Troubleshooting computer and small network hardware
- Cable routing through drop ceiling, small areas
- Installing and configuring SOHO wireless and hard-wired network devices (switches/routers, cabling organization)
- Installation, local/remote configuration and troubleshooting of printers such as Zebra, Multifunction (HP, Canon, etc)
Personal Information
Title: IT Support Specialist
Timeline
IT Support Specialist Level 2
Rooms to Go Corporate Office
10.2022 - Current
IT Support Specialist
Town of Bethel
08.2021 - 09.2022
IT On-boarding Specialist - Contract
William-Raveis Real Estate
10.2019 - 01.2020
ITS Deployment Team - Contract
Yale New Haven Health Network
06.2019 - 10.2019
Project Development Services
VBS Communications Corp.
12.2016 - 01.2019
IT Help Desk Support
Somerset Capital Group
08.2015 - 11.2016
IT Service Desk - Contract
Richemont North America
03.2015 - 08.2015
PC Hardware Repair Technician
Discount Laptop Shop
10.2014 - 03.2015
IT Help Desk Support
SavATree
07.2014 - 09.2014
Technical Degree - Information Technology
Ridley-Lowell Business And Technical Institute - New London
High School Diploma -
Ridgefield High School
- CompTIA A+
- CompTIA Network+
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