Kerry Freeth Email & Phone Number

Livonia, Michigan, United States

Novi, Michigan, United States

Level 2 Help Desk support utilizing ConnectWise to create tickets from client support requests via email, phone, or the built-in ConnectWise ticketing portal. Worked remotely with client to resolve their issue. Recorded in each ticket the steps taken to resolve the client’s support request.Worked with Continuum NOC support staff triaging and resolving alerts generated by the Continuum agents installed on client server and desktop systems. Utilized Continuum provided LogMeIn services for remotely connecting to client computers and servers to resolve any technical issues discovered and reported by the Continuum agents. I also participated in the on-boarding process for new clients, performing network scans and configuring new clients in the Continuum online portal.Documented Standard Operating Procedures, client network inventories, and associated network infrastructures utilizing IT-Glue. This documentation included all covered assets, Internet Service Provider and vendor information, security passwords for software and hardware, client contact information, and information unique to the client’s network. Responsible for change management of selected client network infrastructures as they were updated.Handled escalations from and provided support for Help Desk personnel – including scheduling onsite visits involving other Level 2 or Level 3 team members.Worked with Service Managers to verify the tickets assigned to techs were resolved in a timely manner. Performed Service Manager duties in the absence of the Service Manager - this included assigning new, or unresolved, tickets to an available tech and managing the tech’s workload when Service Manager was not available.Handled the ordering and installation of Go-Daddy SSL certificates for client owned on-premise Exchange and IIS servers.

Farmington Hills, Michigan, United States

Provided Remote phone support and assistance using applications such as Remote Desktop and LogMeIn Rescue. Assisted in Help-Desk calls using proprietary ACE Help-desk application. Provided remote server maintenance using Remote Desktop and private site-to-site VPNs.Provided solutions for existing issues in a customer’s environment – helping them to reconfigure, re-deploy, and service their network resources for the most optimal utilization of their current resources.Wrote How-To documentation and Product checklists for use by other staff in the proper configuration and setup of hardware and software, providing step-by-step instructions in the steps necessary to perform these tasks. In addition, compiled security bulletins for the technical, sales, and development staff highlighting recent changes or updates in products supported by company.Configured remote monitoring for customer networked utilizing WhatsUp Gold Central Site and Remote Site setups. Configured WUG monitors to email the state of server components to a central NOC board; configured monthly WUG reports to assist Customer Service Managers in predicting failures in the customer’s network environment.

Ann Arbor, Michigan, United States

Designed Local Area Networks (LAN) to meet the current and future networking requirements for Small and Medium sized businesses; everything from rack-based solutions for health-care providers to virtual server solutions for business looking to consolidate their physical server environment.Provided Remote phone support and remote assistance using applications such as Remote Desktop and Teamviewer. Assisted in Help-Desk calls using Remedy and proprietary Help-desk applications. Provided remote server maintenance using Remote Desktop and private site-to-site VPN connections to client's network.Provided solutions for pre-existing issues in a customer’s environment – helping them to reconfigure, re-deploy, and service their current network resources for optimal utilization. When it was decided their current hardware or software was insufficient to the task, I provide a written proposal for a new solution.For many small businesses lacking the funds for a full-time onsite Network Administrator I provide part-time, or as needed, support performing preemptive diagnostics and preventive maintenance of their existing network infrastructures and providing feedback for problem resolutions and improvements.Where business had an internal IT department that lacked the time or skills to complete an internal project I was brought in to complete this project and then educate and train the customer’s IT staff in the basic functions of the new installation.