Kenneth Hooks Email & Phone Number

Raleigh-Durham, North Carolina Area

• Provides oversight of the Service Ticket Queue for new desktop software requests and procurements of license/support through established distribution channels
• Updates the IT Service Connect software products and pricing catalog
• Ensure disposal of BCBSNC owned IT hardware according to required standards
• Conducts software asset inventories and reconcile with current contracts, agreements, and financial databases to establish and maintain a credible SAM platform.
• Maintains the SAM database, including the input and update of data for software assets in relation to requisition, procurement, deployment, maintenance and retirement
• Identifies discrepancies in the SAM database through periodic quality assurance audits, and resolve them or escalate them form investigation

Raleigh-Durham, North Carolina Area

• Develops and deploys asset management processes across Global IT in alignment with the IT Service Management (ITSM) framework based on ITIL guidelines.
• Works with applicable groups within IT and related partners (i.e. Facilities, Finance, etc.) during the Asset Management design process to ensure business requirements are being met by proposed solution.
• Responsible for validation and certification of software applications
• Responsible for managing, global inventory reconciliation, IT disposal, and software maintenance.
• Manage vendor relationships for Global software purchases
• Identify savings opportunities for software licensing, renewals, entitlements and services. Follow through with vendors to obtain identified savings.

Raleigh-Durham, North Carolina Area

• Participated in the implementation of new software and hardware technologies
• Manage global software repository and license database.
• Develop installation documentation for new software applications and provide installation support.
• Manage and maintain relationship with 3rd party software vendor.
• Created a plan to improve the Help Desk’s support capabilities and assisted in implementing practices that more effectively utilized IT resources.
• Provided expert technical documentation for hardware/software fixes, installation procedures, and process procedures

Raleigh-Durham, North Carolina Area

• Assist with the management and operations of Domestic and international IT Support Staff, providing 24X7 support to internal and external users.
• Oversees the development, implementation, and maintenance of appropriate documentation and support programs for end-users.
• Oversees the installation and maintenance of end-user computing equipment. Maintains an inventory of all hardware and software provided to end-users.
• May assist with computer system and non-computer related purchasing and maintenance to ensure optimal functionality.
• Work with vendors to order equipment and computer related supplies based on approved requirements.
• Handles escalated calls from customers that cannot be resolved by staff members.

Raleigh-Durham, North Carolina Area

• Performs professional first and second level direct or telephone computer support for INCR and all of its internal and external customers. Documents each support issue within software ticketing package.
• Resolves first and second level tickets and ensure the status of the ticket is closed out accurately and efficiently.
• Identifies third level issues and routes the tickets appropriately (to other team members, internal resources, external resources, etc.).
• Assists in tracking all tickets assigned to insure issues are resolved and tickets are closed.
• Performs outbound follow up calls to internal/external INC customers to ensure the service provided by the Customer Support Center was to the customers’ satisfaction. Documents and forwards suggestions or concerns.
• Communicates unusual system related problems to the Customer Support Center Management.

Raleigh-Durham, North Carolina Area

• Represent the first point of contact for Field Force Users who need IT technical support.
• Recognize, research, isolate, resolve and follow-up with internal customers.
• Initiate outbound calls to end-users for to assist with the download of Remote Data Capturing software.
• Verify user system requirements using Client System Assessment software.
• Assist customer in downloading Adobe, OPA Plug In, and Oracle Jinitiator.
• Assist customers with hardware issues (including Laptops, Cellular Internet, LAN/WAN, VPN, Network drives, Active Directory, Blackberry and Palm Devices, Printers/Faxes) via telephone.

Raleigh-Durham, North Carolina Area

• Responsible of insuring the fabrication and monitor the production of Gallium Nitride (GaN) wafer lots.
• Mentoring, coaching, and promotion of a teamwork environment to technicians.
• Coordinate efforts to improve moral, teamwork, process flow, and the overall function of the fabrication department.
• Coordinate shift schedule, vacation, and or time off.
• Perform fabrication process such as Stepper Lithography, Etching, E-beam Metallization, Dielectric Deposition, and the Annealing of GaN devices and circuits.
• Support awareness of new and updated process control documents.