Kenny Johnston IV
Cloud Support Engineer at PartnerOne- Claim this Profile
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Bio
Credentials
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Kaseya Certified Administrator
KaseyaOct, 2021- Sep, 2024
Experience
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PartnerOne
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Canada
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Software Development
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1 - 100 Employee
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Cloud Support Engineer
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Jul 2023 - Present
• Monitor and resolve application and customer issues in production using Jira • Support the automation of recurring issues and issues that need manual intervention. • Identify and implement process improvement to reduce time to resolve support tickets. • Create dashboards and solutions to proactively identify issues. • Reduce human errors, increase quality and security through automation. • Collaborate with excellent verbal and written communication skills. • Troubleshoot alerts and escalated issues. • Engage in and improve services from deployment, operation, through refinement. • Maintain production environments by measuring and monitoring availability, latency, and overall system health. • Scale systems sustainably through automation. • Evolve systems by pushing for changes that improve reliability. • Practice sustainable incident response and disaster recovery exercises. • Communicate in real-time using Slack and MS Teams. • Follow infrastructure as code best practices. • Participate in on-call rotation that will troubleshoot production impacting issues. • Create and improve documentation and runbooks • Build SQL and MongoDB environments • Create, update, and maintain Powershell scripts for deployment • Manage public DNS records using AWS Route 53 Show less
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TEGNA
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United States
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Broadcast Media Production and Distribution
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700 & Above Employee
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Senior Information Technology Specialist
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Mar 2022 - Oct 2023
Support large user base Manage environment patching and deployment with SCCM Built and deployed multiple servers for ENPS Manage all aspects of IT for 2 tv stations Managing projects through ServiceNow Rebuilt and upgraded fileserver for station use Provided input with Director of Technology on purchasing IT equipment for the station Built custom machines for media development Developed and executed plan for Coronavirus working from home Image and install software on Windows, and Apple laptops/desktops including IMAC (installations, moves, additions, and changes) and Remote support Printer break-fix and installation Disposal, redeployment and Asset reclaim Shipping coordination Data Backup and Data Recovery coordination Hardware Refresh Warranty and Out-of-warranty repair and replacement Walk Up Support Spare parts management Audio and Video Support including Health Checks Inventory and Asset Management Identify and resolve hardware and software application conflicts Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents Responsible for asset tagging and entering all incoming equipment into our asset management system Developed new plan and procedures for onboarding new hires Collaborate with cross functional teams to properly onboard incoming new hires Ensure that hardware is properly assigned and updated into our management system Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware Ensure that resolutions are consistent with company standards and policies SCCM; Qualys; ProofHub; ENPS; Chyron; Bitcentral;' Abekas; Windows Server; Windows; MacOS, IOS; Android; Intune management; OKTA; purchasing; asset management; powershell; o365; aws; azure; nutanix; truenas; sharepoint; vmware; hyper-v; linux; project management; service now Show less
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TeamLogicIT
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United States
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Senior System Administrator
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Jul 2021 - Mar 2022
Provide support of incoming requests to the service desk via telephone, web portal, email. Provisioning and system setup for new hires. Prioritize incidents and service requests according to defined processes to meet defined SLAs. Use remote tools and diagnostic utilities to aid in resolving support requests. Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. Installing and configuring hardware and software components throughout various network infrastructure devices. Install antivirus software and ensure virus definitions are up to date. Server administration via Active Directory, File & Print services, DNS, DHCP. Network firewall and switch administration and maintenance. Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Establishing good relationships with all departments and colleagues. Ensuring company safety and security standards are met. Some network and server solution design and architecture. Manage/maintain customer relationships. Build/manage O365 and Azure environments Active Directory powershell scripting Maintain highest level of security possible for each environment, including NIST/CMMC compliance Show less
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IT Support Specialist
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Sep 2019 - Jul 2021
Managed and executed multiple rounds of laptop deployments Built and deployed multiple servers for ENPS Support 50+ users Manage all aspects of IT for the station Rebuilt and upgraded fileserver for station use Provided input with Director of Technology on purchasing IT equipment for the station Built custom machines for marketing and media development Developed and executed plan for Coronavirus working from home Image and install software on Windows, and Apple laptops/desktops including IMAC(installations, moves, additions, and changes) and Remote support Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices Printer break-fix and installation Disposal, redeployment and Asset reclaim Shipping coordination Data Backup and Data Recovery coordination Hardware Refresh Warranty and Out-of-warranty repair and replacement Walk Up Support Spare parts management Audio and Video Support including Health Checks Inventory and Asset Management Identify and resolve hardware and software application conflicts Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents Responsible for asset tagging and entering all incoming equipment into our asset management system Developed new plan and procedures for onboarding new hires Collaborate with cross functional teams to properly onboard incoming new hires Ensure that hardware is properly assigned and updated into our management system Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware Ensure that resolutions are consistent with company standards and policies Show less
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HCL Technologies
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India
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IT Services and IT Consulting
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700 & Above Employee
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IT Support Specialist
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Apr 2019 - Sep 2019
Image and install software on Windows, and Apple laptops/desktops including IMAC(installations, moves, additions, and changes) and Remote support Troubleshoot post deployment issues on multiple computer platforms: Windows, Macintosh and mobile devices Printer break-fix and installation Disposal, redeployment and Asset reclaim Shipping coordination Data Backup and Data Recovery coordination Hardware Refresh Warranty and Out-of-warranty repair and replacement Depot Services Walk Up Support Spare parts management Executive (VIP) Support Audio and Video Support including Health Checks Inventory and Asset Management – Depot Operations Coordinate with external vendors for dispatch support Identify and resolve hardware and software application conflicts Open and close service requests, as well as manage the classification, assignment, tracking, and completion of requests or incidents Responsible for asset tagging and entering all incoming equipment into our asset management system Collaborate with cross functional teams to properly onboard incoming new hires Ensure that hardware is properly assigned and updated into our management system Provide weekly reports on physical inventory counts as well as record weekly outflows of hardware equipment Work with external Suppliers to schedule repairs for damaged/malfunctioning hardware Ensure that resolutions are consistent with company standards and policies Show less
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Spokane County
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Government Administration
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700 & Above Employee
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Systems Administrator
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Feb 2019 - Mar 2019
Configure manage update Cisco switches and ASA's, using CLI and ASDM Setup VLAN's and site-to-site tunnels Manage access to websites using Cisco SourceFire and Splunk. Work tickets in help desk portal. Monitor and manage APC, replace batteries in APC Decommission old equipment Configure manage update Cisco switches and ASA's, using CLI and ASDM Setup VLAN's and site-to-site tunnels Manage access to websites using Cisco SourceFire and Splunk. Work tickets in help desk portal. Monitor and manage APC, replace batteries in APC Decommission old equipment
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Executech
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United States
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Information Technology & Services
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100 - 200 Employee
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IT Consultant
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Jul 2018 - Feb 2019
Analysis, design, testing, documentation, implementation/configuration and support of network technologies Perform network reviews and develop detailed recommendations and action plans Provide support for LAN/WAN and desktops and servers Monitor and optimize network services to achieve maximum performance, availability and security while simultaneously maintaining business objectives and managing costs Provide consulting, engineering and project management services Configuring/managing SQL and Access databases. Managing/troubleshooting exchange on-prem and O365 exchange. Create and document processes. Utilize wireshark to monitor traffic and identify problems. Managing customers O365 accounts. Manage Domains Show less
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Itron, Inc.
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United States
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Utilities
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700 & Above Employee
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cloud infrastructure engineer
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Oct 2017 - Feb 2018
-Assist the Systems Architect with the design, implementation and ongoing support of virtualization/SAN projects as well as data center operations -Act as technical project manager for major initiatives, changes and product deployments -Demonstrate advanced analytical skills to identify issue root cause and to maintain maximum uptime and service availability -Configure, manage, and maintain physical and virtual infrastructures -Participate in an off hours on-call rotation Job Duties & Responsibilities: - Address front-line customer service calls from Itron's clients. - Write clear, concise and complete specifications. - Participate in testing new program enhancements. - Develop programs and support production. - Participate in estimating, planning design, application development, quality assurance, prototyping, implementation, modification and evaluation of automated systems. - Recommend solutions to enhance system functionality. - Configure, test and implement software. - Review specifications and analyze software releases for compliance to specifications. Show less
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2nd Watch
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Cloud Operations Engineer
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Jul 2016 - Aug 2017
Provide remote and onsite support and resolution for complex technical issues Install, configure, administer, and monitor systems Implement pro-active monitoring for better availability and performance Validate the architecture and use cases of 2ndWatch, Microsoft and Amazon services in the customer support cycle Perform regular security reviews, document systems, processes, and procedures Strong intellectual and service operations depth, coupled with effective executive presence and a communication style that conveys expertise and instills confidence Identify and act quickly on opportunities to enhance customer experience Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally Assuring effective communication to customer stakeholders in the event of a service disruption, degradation or outage to make sure that they receive the latest updates as our operations teams work to restore full service Continuously improve your skills, product expertise, and knowledge on related technical topics Stay current with system information, changes and updates Ensure that our applications and infrastructure are designed and implemented to the highest security standards thus maintaining and enhancing customer trust Show less
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Providence Health & Services
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Hospitals and Health Care
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700 & Above Employee
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Application Analyst
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Jul 2015 - Jun 2016
1) Research to find out who owns the application within Providence, identify the priority applications and then start physically moving the priority applications in July. 2) Documenting the system requirements or procedures for the actual migration. Coordinate activities for migrating the applications assigned. 3) Work with the Application Analysts who support those different applications to do the testing and actual migration 4) Partner and communicate with the Vendor of applications that need vendor support, upgrades or even customized solutions if the application cannot be upgraded to Windows 2008/2012. 5) Healthcare environment, Citrix or Virtual Desktop (desired, not required) 6) Experience upgrading and moving applications from Windows 2003 servers to 2008/2012. 7) Strong communication skills to work with vendor, Application Analysts currently supporting the many applications, and other business users or management. 8) Strong ability to be a “polite nag” to get requirements to move these applications in the simplest manner. 9) Collecting and documenting system requirements or procedures for migration of applications. 10) Good problem solving and coming up with creative solutions as some of these applications will require physical upgrades first and some will not be able to be run on the Windows 2008/2013. Show less
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Microsoft
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United States
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Software Development
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200 - 300 Employee
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Support Engineer
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Dec 2013 - Apr 2015
Remotely support customers MASA and StorSimple appliances. Manage and own customers technical support requests, providing investigation prioritization, continuous and timely updates to customers. Deliver and maintain a support plan. Conduct regular service meetings to build trust, communicate product enhancements, supportability plans, strategy product plans and review open technical opportunities. Maintain and expand working knowledge of current and related products, including integration processes and industry trends. Coordinate hardware repairs with hardware vendor and track process through completion of parts replacement. Assist customer with setting up volumes and connecting through iSCSI remotely from their servers. Troubleshoot appliances through Linux and PowerShell/windows serial console. Wrote KB articles on processes not yet documented. Collected and reviewed logs for issues/failures with the appliances. Drive and deliver on projects to improve partner engagements and operational efficiencies. Share best practices with team members to contribute to enhance the quality and efficiency of customer support. Take ownership for resolving StorSimple/MASA technical issues and work with customers to provide solutions. Show less
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Wicresoft
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United States
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Business Consulting and Services
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700 & Above Employee
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AD Test Engineer
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Apr 2013 - Jul 2013
Responsible for creating, executing, and fixing PowerShell scripts for managing and maintaining domain controllers as well as other servers across multiple domains. Create and promote domain controllers both in a test and a production environment. Work with debuggers to figure out and fix issues with the servers. Work with the team to troubleshoot new and particularly difficult bugs. Test and create run jobs on systems using powershell scripting. Responsible for creating, executing, and fixing PowerShell scripts for managing and maintaining domain controllers as well as other servers across multiple domains. Create and promote domain controllers both in a test and a production environment. Work with debuggers to figure out and fix issues with the servers. Work with the team to troubleshoot new and particularly difficult bugs. Test and create run jobs on systems using powershell scripting.
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Amazon
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Bangladesh
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Advertising Services
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1 - 100 Employee
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Technical Support Engineer
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Dec 2012 - Apr 2013
Aiding any and all users at Amazon with any issues with their machines. Support a wide array of laptops and desktops, with operating systems including Windows 7 and 8, Ubuntu, Red Hat 5, and Mac OSX. Managing bitlocker on users machines. Keeping communication with the end users on the status of their machines. Test the latest version of windows for the managers to see about its deplorability to the end users. Work with other tech’s to get machines properly imaged and ready for deployment to end users. Show less
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Prithvi Catalytic
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United States
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Information Technology & Services
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1 - 100 Employee
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Software Test Engineer 3/Lead
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Apr 2011 - Dec 2012
Responsible for building and maintaining thousands of systems. Performed troubleshooting on hardware and software for systems. Replaced hardware as needed. Work with Windows 7, Windows 8, Windows Server 2008, Windows Server 2012, and Windows Server 8 systems to test features that the developers were attempting to get added to the build, I also am responsible for testing performance with Enterprise class equipment. Managed the systems through WTT, to creating and run jobs to test, rebuild, and repair these systems. Aid in the testing, development, and implementation of the next generation Windows desktop and server operating system. Worked on servers, desktops, laptops, and tablets to test a wide gamut of hardware configurations. Implement different configurations based off of customers’ needs for their projects and testing. Create and run scripts to make necessary changes without having to rebuild the entire system. I support around 2000 machines and around 100 people. Show less
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TEKsystems
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Malaysia
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IT Services and IT Consulting
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1 - 100 Employee
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Help Desk Lead Tier 2
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Feb 2010 - Apr 2011
• Selected as a virtual agent. Was selected to work on many Boeing direct projects as a contract employee. Was a big part of aiding the EHD change over and implement a new ticketing and knowledge base system. Worked directly with Boeing employees and Executives to resolve any issues or needs they had. Worked with my managers/supervisors on reviewing my performance and resolving and areas that I may be lacking, so as to better my performance. Troubleshoot and repair Windows, Linux, and UNIX based systems. Worked with systems running Windows 2000 through Windows 7. Work with users on troubleshooting, setting up, activating, and synchronizing their blackberries. Helped to train the new analysts and aid them with any questions they had. Show less
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Geek Squad
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IT Services and IT Consulting
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700 & Above Employee
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C.I.A/Geek Squad Agent
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Jun 2009 - Jan 2010
• Worked face to face directly with customers to troubleshoot and come up with a resolution for their issues. Aided the management team in figuring out ways to help drive and improve sales of services. Work with management to review and further increase my performance. Helped other technicians with resolving issues that they aren’t able to resolve on their own. Treated each customer to their own personal experience, and not just giving them the standard basic service. Worked on computers running Windows ’98 through Windows 7, as well as Computers running OSX 10.0 through OSX 10.6. Show less
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Radia Inc., P.S.
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United States
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Hospitals and Health Care
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100 - 200 Employee
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Healthcare IT Consultant
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Mar 2008 - Mar 2009
Aided on all projects for the IT Department. Met with managers to help drive my performance. Supported a wide array of medical imaging software and systems. Worked directly with the patient account and billing representatives in support of their systems and applications. Worked on troubleshooting telephony issues. Supported multiple sites, and had to travel to the different locations to support the users at each of these locations. Supported Windows XP, Windows Server 2003 and 2008, Linux, and Mac based systems. Maintained database of inventory of all workstations and servers. Show less
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Circuit City
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Technology, Information and Internet
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700 & Above Employee
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Client Services Manager
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Feb 2006 - Mar 2009
Managed a team of 10 technicians and 8 sales people. I was the Spanish language translator for the entire store. Got hired directly into a technician position instead of having to be sales first. Drove technician’s performance in hitting monthly sales, hardware, and installation goals. Aided technicians and sales associates who were not performing up to their goals and helped them to perform up to where they needed to be. Created a tracking report so that I was more easily able to manage and monitor technician’s performance. Delegated daily and weekly tasks out to my technicians to make sure our tech bench was performing at its best possible. Helped the bench to become one of the most successful tech benches in our district. Provided on-site and in-home/business consultations for computer, home theater, and networking needs, and provided them with a quote for the cost of the services they required. Aided the managers in recruiting and interviewing new talent for the sales and technician staff. Performed in-store and on-site installations and setups for customers. Show less
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Strategy Computers
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Information Technology & Services
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1 - 100 Employee
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Internship
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Jan 2006 - Jan 2007
Maintained database of customer information, including history/record of contact. Worked directly with the owner of the company and aided him with running the day to day operations of the company. Created, organized, and planned out the schedules for the many classes. Coordinated with all the instructors for all the different classes, to plan out the class schedules. Aided in purchasing books, training materials, and lab materials for the school as needed. Maintained inventory on books, training materials, office supplies, lab materials, and teaching supplies, and placed orders when needed. Worked with the students to aid them with their studies. Made sure that every class each day had the items it needed for that class before the class started. Maintained the pc and networking equipment for the labs. Helped recruit students to come in and see the school and to get them to enroll in one or many of the different courses we offered. Show less
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Education
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2004 - 2006
Strategy Computers
Bachelor of Technology, Computer Technology/Computer Systems Technology -
2000 - 2004
Interlake High School
HS Diploma, Information Technology -
2000 - 2002
Newport High School
high school, IT, construction, Spanish
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