Kenneth Nichols Email & Phone Number

San Francisco Bay Area

• Responsible for overseeing daily operations of Vivid Vision's global customer base, ensuring the highest quality customer and technical support.
• Maintaining customer warranty program by procuring equipment and components on an ass needed basis by our customers.
• Coordinating with vendors to manufacture and deploy VR workstations for use in a clinical environment.
• Researching VR hardware and software solutions for use in future products and services.*Developing processes and procedures to help streamline support and logistics operations

San Francisco

• Provided technical support services for the firms global user base consisting of over 900 attorneys 1,200 support staff. spanning across US, UK, and Asia regions.
• Provide documentation to support knowledge base and train/mentor new analysts.
• Troubleshooting remote access issues for VPN, Citrix, OWA and RSA security devices.
• Support FileSite (iManage) DMS document version control library issues (version saves/deletes, security access, etc.).
• Testing of Windows 7 build with QA groups and System Administrators to ensure stability and functioning of system to be deployed firm wide.
• Supported the firm’s iPhone and Blackberry user base setting up and supporting e-mails on all phone devices via BES, Exchange Active Sync. Managing accounts and troubleshooting mobile phone problems such as hardware /.

San Francisco Bay Area

• Providing level 1, 2, and Administrative support services to the law firm’s 1,500+ user base including 800 Attorneys and support staff nation wide.
• Supporting the firm’s remote users configuring / troubleshooting wireless routers / / repeaters, and Cisco IP Phones over a wide array of networking technologies including Cisco VPN and AT&T’s MPLS cloud services.
• Performing security audits for user AD, Exchange, RSA, and phone accounts
• Provided statistical support data to IT management for all of the firm’s offices.
• Created proposal to streamline workflow processes based on ITIL standards
• Testing of Windows 7 build with QA groups and System Administrators to ensure stability and functioning of system to be deployed firm wide.

Redwood Shores

• Responsible for being the point of escalation for level 1 & 2 hardware, software, mobile device, and network support for Electronic Art’s 10,000 users worldwide and at their global headquarters.
• Front line for the company’s network troubleshooting with Cisco VPN and RSA authentication solutions. Verifying ACL requests for vendors & contractors. Assigning IP address for servers, workstations, printers and other.
• Supporting EA’s mobile phone devices including iPhone, Blackberry, and Palm. Setting up and supporting emails on all phone devices via BES, Exchange, Active Sync, and Goodlink console. Manage accounts and troubleshoot.
• Performed weekly security audits for user Active Directory, Exchange, and Phone accounts to be in compliance with SOX.

Monitoring and supporting company’s national and international offices. Work with other analysts and senior IT personnel to ensure that any critical network / server failures are identified and resolved quickly.Supported a diverse user base including executive team, corporate lawyers, accounting / finance groups, property rental / construction devisions.

Boston

• Provided setup & support for network, software, and hardware support to Boston College students.
• Worked in a mixed Windows 98, ME, NT4, 2000, and XP (Home / Professional) environment.
• Supported a wide variety of hardware vendor desktops and laptops.
• Collaborated with developers, engineers, support specialists and other IT professionals, across different departments to find solutions in a timely manner.

Greater Boston Area

• Worked with Compaq to upgrade Pitney Bowes's computer systems and software applications throughout the company's 3 Massachusetts based offices.
• Transferred data to new computer systems using scripts and manual transfers.
• Setup and configured software applications, including Lotus Notes and Windows 2000.
• Upgraded RAM and BIOS for laptops

Boston

• Supported Lend Lease REI’s user base in a Windows NT4, Novell and Lotus Notes environment. Deploying / repairing laptops and desktops resolving software and networking issues on-site and remotely.
• Assisted systems administrator and network manager with server maintenance.
• Installing remote management hardware on servers as well as increasing the capacity of the existing networked storage.
• Had IT meetings with management to review performance numbers, address user feedback, resolve any outstanding issues, and discus upcoming projects.

Natick

Provided on-site and over the phone sales and technical assistance to customers with questions and issues with products including consoles, games, and peripherals as well as PC games, productivity software, and hardware consisting of graphics cards, sound cards and system specs required to run these products.

Framingham

• Built and deployed workstations / laptops as well as provide support on site and remotely to executive team and office staff.
• Performed hardware and software upgrades to extend the life of older equipment. Did inventory of all computer hardware, software and peripherals
• Participated in monthly IT meetings to discus implementation of new computers throughout the school system, security issues, software and OS upgrades

Framingham

• Built network infrastructure throughout the building installing network cables and making simple hub devices to distribute network access to classrooms.
• Supplied technical resources to staff regarding NT4 deployment and internet connectivity. Built desktop PC computers also installed NT4 and added them to the domain. Also did on site support for hardware and software.

Management Information Systems, General

Diploma, Management Information Systems, General