Kristian Heydon
Service Desk Administrator at Convergence Networks- Claim this Profile
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Topline Score
Bio
Credentials
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CompTIA A+ ce Certification
CompTIAJun, 2021- Sep, 2024 -
CompTIA IT Operations Specialist – CIOS Stackable Certification
CompTIANov, 2021- Sep, 2024 -
CompTIA Network+ ce Certification
CompTIANov, 2021- Sep, 2024 -
CompTIA Secure Infrastructure Specialist – CSIS Stackable Certification
CompTIAJan, 2022- Sep, 2024 -
CompTIA Security+ ce Certification
CompTIAJan, 2022- Sep, 2024 -
Pro Tools HD - Certified Operator: Post
Avid TechnologyJun, 2013- Sep, 2024 -
Datto Certified Deployment Specialist
DattoAug, 2021- Sep, 2024
Experience
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Convergence Networks
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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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Service Desk Administrator
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Mar 2022 - Present
» Provide an excellent customer experience by responding to and resolving IT requests over the phone and by email. » Work on a variety of technical issues, including diagnosing network, server, and workstation problems with a focus on network support, implementation, and Remote Desktop support. » Field a high volume of inbound phone calls. » Handle initial troubleshooting on tickets. » Large focus on resolving tickets on the first call, while also being able to determine when issue scope requires that a ticket be escalated to a Network Administrator. » Administer current Windows desktop operating systems, Windows server operating systems, Exchange, Office 365, and a variety of backup solutions, routers, firewalls, and virtual/cloud-based technologies. » Some troubleshooting of Apple macOS, iPadOS, and iOS. » Effectively utilize communication tools within a team as well as independently. » Developed a deep understanding of managed services and the value offered over a typical break-fix environment. » Skilled at defusing high-stress situations and facilitating resolution to technical problems. Show less
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GoodSuite
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United States
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Business Supplies & Equipment
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1 - 100 Employee
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Technology Solutions Specialist
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Apr 2021 - Present
» Provide first class Tier 1+ support to customers and internal staff, with a focus on maintaining high level of customer satisfaction. » Repair office product equipment in a timely and cost-efficient manner. » Provide technical assistance with the installation of new Multifunction Printing machines, as well as monitor existing machines for quality issues. » Assist with network scanning, print projects, deliveries, and any other miscellaneous projects. » Accurately identify and resolve technical issues and ensure optimum operational condition. » Collaborate with the Service and IT teams to maintain the optimum response time and customer satisfaction. » Maintained average response time of under 10 minutes and resolution time of under an hour on the IT and MFP Help Desk. » Oversaw the refresh, upgrade, and maintenance of 200+ student and faculty Macbooks, iPads, and Chromebooks at a private school. Show less
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Overnight PC & Mac Repair
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United States
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IT Services and IT Consulting
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Computer Repair Technician
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Sep 2020 - Apr 2021
» Troubleshoot systems and work with customers to determine needed hardware or software changes. » Break down systems, remove malfunctioning hardware, and install new parts » Diagnose software issues, install updates or new software, and remove malicious programs » Uphold customer privacy at all times » Troubleshoot systems and work with customers to determine needed hardware or software changes. » Break down systems, remove malfunctioning hardware, and install new parts » Diagnose software issues, install updates or new software, and remove malicious programs » Uphold customer privacy at all times
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New York Film Academy
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United States
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Higher Education
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700 & Above Employee
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Audio Engineer & Media Server Technician
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Nov 2015 - Apr 2021
» Set up and maintain media servers, including RAID 5 and RAID 10 servers, LTO tape archives, file management and organization, scheduled and manual backups, and hard drive inventory. » Install and maintain professional recording software and equipment. » Troubleshoot and repair software and equipment as needed. » Audio edit & mix promotional videos and podcasts, and record & mix live events with industry professionals. » Set up and maintain media servers, including RAID 5 and RAID 10 servers, LTO tape archives, file management and organization, scheduled and manual backups, and hard drive inventory. » Install and maintain professional recording software and equipment. » Troubleshoot and repair software and equipment as needed. » Audio edit & mix promotional videos and podcasts, and record & mix live events with industry professionals.
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Marie Callender Restaurants
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United States
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Food & Beverages
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1 - 100 Employee
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Tech Expert
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Aug 2015 - Nov 2015
» Uninstall restaurant Point of Sale workstations » Facilitate the installation of new Point of Sale workstations and restaurant software » Train employees on the use of new software » Coordinate with off-site tech support to ensure smooth deployment and adoption of new systems. » Uninstall restaurant Point of Sale workstations » Facilitate the installation of new Point of Sale workstations and restaurant software » Train employees on the use of new software » Coordinate with off-site tech support to ensure smooth deployment and adoption of new systems.
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Chapman University
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United States
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Higher Education
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700 & Above Employee
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Media Services Technician
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Nov 2011 - May 2014
» Set up and break down computer and A/V equipment for university events » Manage inventory & events schedule through ticketing software » Repair and maintain professional A/V equipment » Set up and break down computer and A/V equipment for university events » Manage inventory & events schedule through ticketing software » Repair and maintain professional A/V equipment
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AudioVision Production Services
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United States
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Movies, Videos, and Sound
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1 - 100 Employee
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Post Production Intern
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May 2012 - Aug 2012
» Install and maintain professional recording equipment » Organize and maintain tape backups of recording sessions » Voice over recording sessions over ISDN » General office duties » Install and maintain professional recording equipment » Organize and maintain tape backups of recording sessions » Voice over recording sessions over ISDN » General office duties
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Education
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2010 - 2014
Chapman University
Bachelor of Fine Arts (BFA), Film Production - Sound Design -
2005 - 2010
Dublin High School
High School Diploma, General Studies
Community
