Kenneth Gibbs Email and Phone Number

Manage assigned software platforms, software applications and service deployments through the full life cycle in accordance with relevant policies, standards, regulations, laws, and best practices.Monitor software applications for performance, integrity, and security in accordance with relevant policies, standards, laws, and best practices.Plan, install, configure, and maintain necessary production and non-production environments related to software applications on servers and/or workstations.Monitor for upgrades, patches, updates, installs, and keeps version software current on production and test environments.Maintain and use testing and validation processes to assure integrity and stability of software applications.Work within the change management process for all configuration changes to software applications and related environmentsWork with customers and OIT (Office of Information Technology) colleagues to maintain documentation for software applications such as Service Level Agreements, Memos of Understanding, Service Definitions, Run Books, and Playbooks.Work with OIT colleagues to facilitate and coordinate resources needed to support the software applications including servers, network, firewall, database, identity,monitoring, backup, security, project management, architecture, and communication.Use financial costs and metrics of operating software applications including those related to operational and backup resources as part of organizational strategy.Resolve customer reported applications issues.Work with vendors to correct software defects by installing fixes or managing user expectations of product use.Provide project communication with customers, management, and project management office for the purpose of having a common understanding of project results and goals.Provide support to team members related to the support of software applications.Manage vendor relationships and support vendor selection process.

Customer Service:Provide technical instructions to a non-technical audience.Collaborate with other members of the IT Team, especially Service Desk staff to resolve issues / tickets.Escalate and liaison issues / tickets with appropriate staff as needed & monitor progress through to final resolution.Work independently with both minimal and specific direction as well as work as part of a team when appropriate.Record client requests and incidents in the ticketing system following documentation requirements.Computing Device Endpoint Support:Configure, install, and maintain new desktops, laptops, tablets, mobile devices as well as other computing endpoints and the supported software for staff devices and research environments.Configure and troubleshoot printers and multifunction devices.Advanced troubleshooting for endpoint devices: analyze, identify, repair, and restore service.Maintain endpoint device compliance and assist with the resolution of security vulnerabilities on university equipment.Consultation & Advanced Support:Work with the department and manager to provide detailed information that will be used to understand, maintain, and recommend technology needs for research computer labs, learning spaces, and eventsAssist with the testing and evaluation of updated instructional technology for learning spaces, digital signs, conferencing equipment, staff computers, and websites.Assist with department with asset inventory.Documentation and Training:Assist in the creation of technical documentation to improve client experience and awareness of available technology.Assist with the training of student employees and peers on internal processes and technology use.Assist manager with the on-site supervision of student workers.Performs other duties as assigned

Troubleshoots and diagnoses different network issues, printer issues, and hardware problems.Aides IT department in fixing problems with connection issues. Manages customer support utilizing handheld and computer software.Provide great customer service and manage all user ticket requests with the IMS system ticketing system.

Acts as level 1-2 technical support and as a technical resource for all campus technology needs. Providing technical support includes installing, performing simple repairs, and troubleshooting all technology and software used in the classroom and campus.Communicates with campus users and the district Help Desk utilizing the district’s trouble-tracking system.Maintains accurate campus hardware inventory.Monitors campus teachers’ websites for accuracy and up-to-date information.Collaborates with campus staff and district technology personnel to meet campus technology needs.Assists campuses in budgeting for technology and related supplies.Utilizes a systems approach to continuous improvement.Performs other duties as assigned by the campus principal.Performs other duties as assigned by the Director of Information Services.

BAAS Information Systems

Deployed Windows 7 & Windows 10 OS on multiple Army Intranet machines.Managed customer support tickets utilizing Microsoft Excel software.Trained 80% of personnel in cybersecurity and technology usage.Made network cables for devices on the network.Troubleshot and diagnosed different internet and networking applications, and solved connection problems between CPU and printers, network connection.Resolved various software application issues within Microsoft Office, Word, PowerPoint, Outlook, and Excel.Performed troubleshooting and diagnostics to resolve application and connectivity issues for different printing and scanning devices.Managed Access Controls and Identity Advanced over 60 peers into team leadership roles; consistently selected for roles two pay levels above.Trained to be the company's IT support specialist

Managed detainee’s information using federal systems. Trained 100% of personnel in cybersecurity threats. Ensured 100% of the company was trained in CBRN.Advanced over 40 peers into team leadership roles; consistently selected for roles two pay levels above.