John Kangethe Email & Phone Number

Coordinated with stakeholders to identify service delivery needsSpearheaded Service Desk implementation projects across various industries including but not limited to government, insurance, automotive, housing, healthcare and technologyDeveloped and implemented solutions to fit unique customer environmentsEstablished close-looped processes to sustain.

• Interviewing and training new engineers for technical phone support positions
• First point of contact for all technical escalation issues for the engineers providing phone support
• Provide statistical data for the company and customers on issues reported by users
• Coordinating with client resolving groups on issues and procedures
• Documentation and procedure management for the supported accounts

• Providing phone support to over 300 local, national and international users.
• Supporting companies including but not limited to Swift Transportation, LAM Research, Black and Decker Hardware and Home Improvement and Taco Bell.
• Resolving user's Windows, custom application and hardware issues on first contact over the phone..
• Creating incident tickets, researching reported issues, following up and confirming resolution with users before closing cases.
• Managing active directory, e mail accounts and network permissions.
• Setting up and supporting Blackberry’s, PDA's and other hand held devices.

• Supported computer users in various studio departments including Transportation, Studio Supply, Food Services, Feature Production, Set Lighting, Grip, Package Receiving, Facilities and Studio Financing.
• Developed a small SharePoint site to track department vendor support and software maintenance agreements.
• Assisted in creation of User Acceptance Testing (UAT) criteria as well as issue and bug tracking on capital projects.
• Performed application module testing for a custom development project.
• Created and distributed support and training documentation.
• Established a pilot program for mobile text voting for the Vice President of Studio Operations IT.

• Deployed thin-clients to about 300 users.
• Responsible for receiving incoming support calls, researching and resolving reported issues.
• Built workstations, installed and updated operating systems, anti-virus software and user specific applications.
• Trained users on various Microsoft Office applications and performed various computer preventive maintenance tasks.