Ken Henry

Senior Helpdesk Technician (Work At Home Agent) at InfoTrack AU
  • Claim this Profile
Contact Information
us****@****om
(386) 825-5501
Location
Newark, New Jersey, United States, JE

Topline Score

Topline score feature will be out soon.

Bio

Generated by
Topline AI

You need to have a working account to view this content.
Join now
You need to have a working account to view this content.
Join now

Credentials

  • HDI
    -

Experience

  • InfoTrack AU
    • Australia
    • IT Services and IT Consulting
    • 200 - 300 Employee
    • Senior Helpdesk Technician (Work At Home Agent)
      • Sep 2019 - Present

      • Provide root-cause analysis on program, team and agent level identified opportunities. • Collaborate with management and department leaders to assess near- and long-term hardware, software and storage capacity needs. • Provide third level support for end users across a wide range of questions, problems and requests with issues related to services and applications supported by the messaging systems. • Monitor and track incidents and trouble call in a service desk ticketing system in support of the incident and problem management process; recognize high priority tickets and take action within the expected response time • Resolve escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues and ensuring closure is achieved. • Participates in projects as required, following a defined project methodology. • Troubleshoot and diagnose email messaging related issues. • Documentation of system configuration and standard operating procedures • After-hours support as needed. • Demonstrated work experience in Active Directory and support of Microsoft OS related products. • Possesses excellent project management and organizational competencies. • Proven ability to manage short deadlines, emergency situations and changing priorities. Show less

  • Caresource Technologies
    • Dayton, Ohio, United States
    • Help Desk Specialist (Remote
      • Aug 2013 - Sep 2019

      • Provided superior client service while troubleshooting client issues via phone, remote tools and e-mail in a Windows Enterprise Desktop environment. • Escalated, coordinated, and collaborated support issues with multiple teams as necessary. Provided follow-up status to users according to support policies and procedures. • Conveyed technical issues in a clear and concise manner. • Contributed technical solutions to organizational knowledge base and create new procedures to improve productivity. • Responsible for running SQL queries consisting of grouping data and using aggregate functions. • Provides support for the Exchange servers and systems across the environment. • Developed, backup and set restoration strategies for database applicaton and servcies • Assist in upgrades/deployments of hardware/software. • Resolved connectivity issues with wireless and broadband connections. • Ensured all laptops/desktops have the prerequisites for the company-based applications to function properly. • Performed Virus and Spyware removal, security updates and patches. • Analyzed mail files to determine application and web browser specific issues (Outlook) • Performed Active Directory clean-up and configuration assignments. Show less

  • Ohio Education Association
    • Public Policy
    • 100 - 200 Employee
    • Help Desk Specialist
      • Dec 2009 - Jul 2013

      • Provided superior client service while troubleshooting client issues via phone, remote tools, and e-mail in a Windows Enterprise Desktop environment. • Responsible for running SQL queries consisting of grouping data and using aggregate functions. • Managed and deployed SQL databases using MySQL. • Developed, backup and set restoration strategies for legal files database application. • Assist in upgrades/deployments of hardware/software • Escalated, coordinated, and collaborated support issues with multiple teams as necessary. Provided follow-up status to users according to support policies and procedures. • Contributed technical solutions to organizational knowledge base and create new procedures to improve productivity. • Executed single response resolution of 30-50 issues daily including network printing, installation of hardware and software as well as users' core applications in 24 business hours or less. • Updated user and computer accounts in Active Directory for employees’ new hires, modifications and terminations. • Imaged computers when required and with the company OS upgrade projects. • Installed, configured and troubleshoot on mobile devices. • Analyzed Call logs and incidents to spot trends and underlying issues. • Set up email on computer, laptops and mobile devices, synchronization, calendar updates and remote connectivity. • Mapped network drives, folders, and printers. • Handled problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to Manager and/or System Engineers. Show less

  • Kimmel & Roxborough, LLC, Washington, D.C.,
    • Washington, District of Columbia, United States
    • Office Manager
      • Jan 2004 - Nov 2009

      • Manager for all issues reported to the firm, responsible for support staff in addition to new othe responsibilities. • Mentored new secretaries and support staff providing one-on-one training and feedback, based on technical knowledge and client interactions. • Created Standard Operating Procedures as needed, according to support policies. • Installed, troubleshot and configured hardware and software components. • Demonstrated the ability to work well in a diverse professional environment. • Analyzed Call logs and incidents to spot trends and underlying issues. • Handle direct and indirect interaction with client and vendors who have matters with the firm. • Trainer for Microsoft Word, Excel and Power Point Show less

  • Kirkland & Ellis LLC,
    • Washington, District of Columbia, United States
    • Technical Document Specialist/Software Support Technician
      • Aug 2001 - Dec 2003

      • Full software support during firm migration to from Corel WordPerfect to the Microsoft Office package. • Created firm wide used templates during the migration. • Supported all helpdesk questions for the Microsoft Office Environment. • Basic network trouble shooting knowledge, including LAN, WAN and VPN. • Basic Microsoft Exchange and Outlook knowledge • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. • Access software updates, drivers, knowledge bases, and frequently asked question resources on the Internet to aid in problem resolution. • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. • Phone support and In-person support Show less

Education

  • Wright State University
    Bachelor's degree, Computer Science

Community

You need to have a working account to view this content. Click here to join now