Kenneth Bundy Ii Email & Phone Number

United States

Remote

Reporting and updating Outage SLA alerts to the director of IT & Security via FreshWorks/FreshService Ticketing System.Elevating permission access to DevOps Engineers in the AWS EC2 Instances & troubleshooting Workspaces where necessary. Troubleshooting issues with users of their application access or Windows & Mac machines and documenting any trending issues within FreshWorks/FreshService.Managing Okta administration console for user management, workflows, application automation, and SAML and SCIM settings as needed. Working with the Security team to report proper alerts when thresholds are reached for spam and malware threats. Managing MDM applications and services such as JAMF and Mosyle for enterprise Macs. Further accomplishing this by pushing Self Service apps, policies, locking and wiping machines to upkeep standard IT policies. GSuite Google Workspace Administration management within user accounts such as distribution lists, email regulations, google drive data management, and spam alerts for security purposes. Slack Administration console experience by managing user and channel permissions for companies Additional experience with providing employee onboarding with step-by-step information on how to set up basic access for their machine to get up to speed for their roles. Automation of the Offboarding of employees from week to week with Okta workflows and gPanel administrationDocumentation internal documentation and achieving this by way of Jira/Confluence platforms.

Primarily Saas support related environment support the business and employees to achieve the goals of the company. 75 percent Mac with a remainder of Windows PC support for the customer facing support. Supported Saas applications as far as gatekeeping access for: AWS, Github, Okta, GSuite Admin, Atlassian (Confluence & Jira) to name a few. Also responsible for onboarding new employees and offboarding employees access on a weekly basis. Creation of workflows were also important as well as testing longevity to see what would would long term for Okta as the source of truth for access. Maintaining equipment inventory on a daily basis for new and replacement devices.

Richmond

Primary Mac Support with alternate Windows enviornment alternate support. Completing tickets via ServiceNow for user's for troubleshooting tasks. Deploying new equipment as well as replacing existing equipment if needed. Maintaining updates to user profiles weekly via Windows SCCM and Active Directory for Windows users. Mac user profile updates to be managed via JAMF (Casper).

Advisor facing with supporting Tier 1 iOS Advisors for customer consults and possible escalations. Escalating tickets to the System Engineering for further issues and research that go unresolved by myself. Create appeasements or customer satisfaction codes for customers as needed for their issue to maintain customer satisfaction. Note Safety issues incase devices become harmful or dangerous to the customer or their property. Regulate customer’s Apple ID’s by cancelling or deleting the ID for the customer. Managing iCloud storage billing for their accounts if they would like refunds, or a downgrade of storage.

Customer facing remotely from home on a Virtual Private Network. Phone support and chat support when needed. Troubleshooting issues with customers’ iOS devices such as the iPhone, iPad, and iPods. Troubleshooting installs of iTunes on Mac OS X and Windows Platforms from XP-Windows 8. Providing Account Security Support to customer’s Apple ID and iCloud accounts (ie: Passwords, Security Questions and Rescue emails.)

Fredericksburg, Va

Troubleshoot customers with the Quickbooks Online software to manage their accounting and finances. Since the program was supported in the cloud, it was important to keep the browsers up to date and clear cache and cookies when needed. Technical guidance and educating the end users on how to use the program to their needs as well was a requirement. Knowledge of the Google Chrome, Mozilla Firefox and Internet Explorer browsers was needed to troubleshoot issues. Adobe Reader troubleshooting was also required for some of the features of the program.

Dispatch Roadside assistance calls from all major transportation insurance companies.

Wells Fargo

This role was a help desk role under a contract. I learned and acquired skills under multitasking and seting up dispatches for hardware for company computers. I used PAC Remedy to file all the tickets in the system and also handled password resets to accounts under the SecurID tokens as well. This was primarily phone support. A lot of Remote Desktop Screen Sharing was used to solve customer PC issues.

Assisted customers during checkout process, performed all cash register functions, and bagged groceries. Processed merchandise returns and exchanges. Stocked shelves and updated price labels.

Scanned customers’ orders and handled the payment transactions. Engaged and interacted with customers to create a positive shopping experience.