Kelly L. Email & Phone Number

Andover, Massachusetts, Us

Bronx, New York, Us

- Training on BrightGauge, ConnectWise Manage/Automate, VMWare, and O365.- Assist with current projects and onboarding new clients.- Create reports using BrightGauge to pull from multiple other systems.

• Worked with nontechnical site designer on a per-contract basis to develop websites for the Knights of Columbus Council #1078, the Massachusetts KoC State Office, and the Judging Excellence in Film Awards organization (JEIFA; website in progress) that fulfill all of the highly specific needs of each respective organization.• Migrated content from the original websites with an eye toward ease of use, organization development, and ability to be updated by current and future officers.• Collaboratively worked with non-technical members to provide support for organizations after migration.

95877 Bezons, Fr

• Collaborating with teams across the globe to solve Incident tickets submitted by end-users. • Supporting MacBooks, Windows PCs, & mobile devices (iPhones/Androids) for national & international employees. • Providing white-glove support to VIPs and upper management.• Handling escalations from other technicians on the team, directed OSS technicians to appropriate persons/teams.• Working with Global Delivery Services, to fulfill Requests via REQ, RITM, & Tasks in ServiceNOW such as shipping of hardware, installation and use of software, etc. to end users across the US and Canada.• Onboarding new Atos technicians assigned to the Enel account and training more junior technicians.• Taking on Lead Technician duties when Lead is out of office; EG: Assigning Incidents and Tasks, leading meetings, attending executive meetings, updating protocols, ensuring tickets do not breach contractual deadlines, etc.

Washington, Dc, Us

• Assessed, diagnosed, and resolved support tickets, within SLA timeframes & with attention to detail. • Supported Windows PCs, iPhones, VOIP phone systems, and PBX phone systems.• Employed customer service and listening strategies to provide technical support to VA employees and veterans needing advice, assistance, and training in computer systems. Meeting and exceeding all assigned OIT KPIs.• Conducted trainings for peers, participated in groups to improve education and communication within OIT and VA.• Communicated orally and in writing with customer to gain understanding of individual technical problems, relayed solutions, and ensured satisfaction with resolution and equipment. Escalated incidents appropriately, as needed.

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Responsible for: * Coordinating and scheduling training; * Providing input to management after interviewing new hires; * Providing career-development advice for technicians; * Utilizing special education experience to accommodate employees with disabilities.

Atlanta, Georgia, Us

Responsible for: * Answering calls; * Creating and Prioritizing Tickets; * Resolving issues with assistance from Level II Technicians when needed; * Covering the evening shift; * Locking up at the end of the night as the last person out.

Storrs, Ct, Us

• Assisted faculty researchers with entry of data from study observations.• Built a database of PBIS article references for a federally funded technical assistance center.• Proofread conference documents and other proposals• Provided A/V support for conference presenters and peers.

New York, Ny, Us

• Tested website changes across different browsers, devices, and Operating Systems. • Provided user-experience feedback for developers and suggested aesthetic and functional site changes.

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• Covering for various teaching and other roles within the school district, including general education teachers, self-contained classroom teachers/aides, aides in inclusion classrooms, and librarians.

Bronx, New York, Us

• Maintained all Linux servers and several Windows servers for various types of business clients. • Performed various server administrative functions such as backup rotation of tapes, software security updates and migrations.• Generated multimedia content for dissemination via the web. • Handled all code and database deployments between all server environments for the Applications Department. • Collaboratively addressed server and network issues forwarded to level III network and server support. • Identified, organized, evaluated, and interpreted data used by executives in purchasing decisions, engineers in troubleshooting analysis, and helpdesk / field support via documentation updates.

Bronx, New York, Us

• Addressed level II support tickets on-site with client computers.• Installed new computers and configured per the needs of the user.• Addressed level III support issues, installations, and upgrades, which required on-site visits for servers and networks with assistance from level III server support.

Bronx, New York, Us

• Answered phones in a call center to provide remote computer support for clients. • Scheduled field technicians to go onsite to resolve issues. • Created and prioritized tickets as well as organizing and quickly relaying accurate information to the appropriate technical support group.

New York, Ny, Us

• Supported a network of approximately 40 desktop end-users, several servers, and 6 Blackberries. • Migrated Novell Groupwise e-mail and file server to CentOS Linux server with Microsoft Outlook.• Trained all employees on the new systems. • Implemented and maintained off-site backup and disaster recovery systems.

• Maintained and added to a small network of workstations and servers.• Employed the OpenMoves software to maintain an online database of e-mails from subscribed hiring officials, as well as coding HTML documents for the weekly mailings of the company newsletter.• Utilized the RESUMate program to enter and track current temporary employees of Watkins Staffing and search the web for qualified candidates to fill both temporary and permanent positions.

• Assisted journeymen electricians and took classes in wiring / terminating responsibilities for electrical and telecommunications networks. • Worked in accordance with OSHA, NEC, and BICSI Wiring, Terminating, and Networking standards.

• A student-run organization, dedicated to providing assistance for student PC issues resulting from hardware, software, or network complications.

• Installed and configured servers per systems administration requirements• Tested IEPPlus software to ensure software functionality.

Sixth-Year Master'S Degree, Special Education And Teaching

Master Of Arts - Ma, Special Education And Teaching

Master Of Science (M.S.Ed), Education/Teaching Of Individuals In Elementary Special Education Programs

Bachelor Of Arts - Ba, Technical Theatre/Theatre Design And Technology