Kenya Callahan
Service Desk Analyst at Impellam Group- Claim this Profile
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Bio
Credentials
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Getting into the Mind of the Hiring Manager
LinkedInSep, 2020- Sep, 2024 -
Azure Administration: Manage Identities
LinkedInAug, 2020- Sep, 2024
Experience
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Impellam Group
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United Kingdom
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Staffing and Recruiting
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400 - 500 Employee
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Service Desk Analyst
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Mar 2021 - Present
Provide remote and on-site technical services to offices throughout the United States • Developed imaging specifications using MDT and assisted with image specifications and applications for SCCM • Provide technical services to large-scale contract clients for Impellam NA. • Administrator for Microsoft Office 365 accounts/licenses, Vonage (cloud-based phone system), Microsoft Dynamics CRM, SharePoint, Active Directory/Exchange Management Console (distribution lists, security groups, mailboxes in AD/EMC) and various in-house applications • Managed vulnerability threats to end-users through Office 365 and various anti-malware software • Facilitated migrations of local server (on-prem) Exchange accounts to Office 365 and OS migrations (Windows 7/Windows 10) on imaged machines • Configured Cisco AnyConnect and various other VPN clients for users • Provided technical support for Two-Factor Authentication for Exchange Server on Android / iPhone OS • Managed vulnerability threats using Trend Micro / Norton, various other anti-malware software • Initiate and complete Microsoft Windows server operating system updates. • Develop standard operating procedures and documentation for IT service desk operations • Create new users, process termed/leaver accounts, image pc/laptops, set up hardware, configure mobile device Show less
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Ciox Health
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United States
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Hospitals and Health Care
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700 & Above Employee
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Service Desk Specialist
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Apr 2018 - Mar 2021
• Serve as the first point of contact for our internal customers providing exceptional customer service, technical assistance, and support for incoming queries and issues related to computer systems, software, and hardware. • Maintain proper record and update of requests and incidents in the Service Desk system. • Provide functional support for enterprise web applications. • Perform in person and remote troubleshooting through diagnostic techniques and pertinent questions. • Ensure careful resolution of problems process by asking questions to determine nature of problem. • Follow-up and update customer status and information in a timely manner. • Perform the installation, modification, and repairing of computer hardware and software. • Execute the installation of computer peripherals for users. • Handle the setting up of accounts for new users. • Train computer users. • Direct unresolved issues to the next level of support personnel. • Maintain continued technical documentation and service catalog on installation of software, configuration of hardware, and problem troubleshooting. • Identify and suggest possible improvements on procedures as well as pass on any feedback or suggestions by customers to the appropriate internal team. Show less
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Help Desk Analyst
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Oct 2016 - Dec 2017
• Performed diagnosis on technical issues associated with Star2Star’s hosted communications products via phone, email, and/or chats and escalates to the appropriate Tier. • Determined root causes of issues related to VoIP (hardware, software, user, etc.) and advise or implement appropriate action for resolution FC. • Maintained proper documentation of issues by creating or contributing technical content to enhance SOPs and knowledge base within the Technical Support department. • Troubleshot using advanced diagnostic tools including Linux, Wireshark and Homer. • Worked together with onsite technicians to resolve connectivity issues and/or network outages. • Utilized desktop communications software such as remote-control software. • Performed the installation, configuration and maintenance of network equipment consisting of, but not limited to, network switches in Linux Server environments. Show less
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Bullhorn
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Bangladesh
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Advertising Services
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1 - 100 Employee
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Help Desk Analyst
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Jan 2015 - Dec 2015
• Experienced with Configuring and Installing Software and Applications. • Provided first level support to corporate employees and end users. • Provided remote support network credential resets, ticket documentation, resolve customer complaints and concerns with strong verbal and negotiation skills. • Experienced with VPN and password resets. • Demonstrated exceptional communication and customer service skills to users. • Experienced with Configuring and Installing Software and Applications. • Provided first level support to corporate employees and end users. • Provided remote support network credential resets, ticket documentation, resolve customer complaints and concerns with strong verbal and negotiation skills. • Experienced with VPN and password resets. • Demonstrated exceptional communication and customer service skills to users.
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State Farm ®
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United States
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Insurance
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Help Desk Analyst
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Jan 2014 - Jan 2015
• Delivered needed support for Associates, Agents and Staff. • Provided hardware technical support diagnose PCs, printers, and all other hardware. • Provided remote support Network credential resets, ticket documentation, resolve customer complaints and concerns with strong verbal and negotiation skills. • Performed extensive research on various computer systems and databases issues to resolve complaints and answer inquiries. • Supported customers having data connectivity issues. • Provided thorough support and problem resolution for customers. • Deep knowledge on customer problems, resolve, customer issues, and escalation. Show less
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Education
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2017 - 2020
Atlanta Technical College
Computer and Information Sciences and Support Services
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