Kevin West Email & Phone Number

Orlando, Fl, Us

Clearwater, Fl, Us

Lake Mary, Fl, Us

o Develop Service-Now applications to address business needs.o Complete Daily Service-Now administration:• User Administration - Maintain user database to keep in compliance with HR & IT systems.• Task Administration – Review task workflows, assignments and error logs to assure all tasks submitted are in a viewable state by IT personnel. • Maintain Hardware Assets – Create, retire, delete and consume hardware assets.• Model Management - Maintain Models and product associations and/or configuration items.• Stockroom Management - Maintain stockrooms for accuracy of hardware ownership.• Procurement Activities – Pair received PO’s with assets and confirm contract status.• Contract Activities – Create and align assets within contracts• Product Catalog – Create and publish appropriate catalog items to the service portal.o Develop Automation – Identify and implement processes and tasks for automation via the Service-Now Mid-Server connection to Azure/AD/Exchange/Office365 environments.o Follow CI/CD (Continuous Improvement/Continuous Delivery) DevOps practices.o Use approved Version Control Systems for code management/history, (‘Git’ for DevOps, ‘Team Development’ for Service-Now)o Develop criteria and technology for evaluation and implementation as well as accountable for selection of new hardware and software.o Identify and report on status and performance of network systems and software. o Test and implement replacement or additions to the network elements or changes in software configuration.o Provide documentation and architecture for new end user compute and tools used to support the environment.o Determine severity of problems and resolves or refers to the appropriate staff or vendor.o Evaluate and configure the installation of new or upgraded applications software and operating systems. Create and maintain system administration tools and troubleshoot as needed when problems are encountered.

Lake Mary, Fl, Us

o The point of escalation for Tier1 and Tier2 team members in responding to problems, inquiries and managing incoming requests determining user requirements as needed to ensure that customers receive prompt, efficient service. Work with users on diagnosing, troubleshooting, and solving a variety of technical issues and question with hardware/software problems. Utilize technical support from hardware or software manufacturers as a resource to aid in identifying and resolving computer related problems.o Responsible for resolving all Tiers of EUC issues within the documented timeframes ensuring detailed resolution notes included in the ticket.o Develops criteria and technology for evaluation and implementation as well as accountable for selection of new hardware.o Identify and report on status and performance of network systems and software. Test and implement replacement or additions to the network elements or changes in software configuration.o Provide documentation and architecture for new end user compute and tools used to support the environment.o Determine severity of problems and resolves or refers to the appropriate staff or vendor.o Evaluate and configure the installation of new or upgraded applications software and operating systems. Create and maintain system administration tools and troubleshoot as needed when problems are encountered.o Independently provide design, configuration and development of one or more 3rd party software or SAAS. Provider ownership, administrate and resolve difficult issues for FARO system. (SCCM, ServiceNow, Box, BlueJeans, Bomgar, etc.)

Lake Mary, Fl, Us

o Responding to problems, inquiries and managing incoming requests determining user requirements as needed to ensure that customers receive prompt, efficient service. Work with users on diagnosing, troubleshooting, and solving a variety of technical issues and question with hardware/software problems. Utilize technical support from hardware or software manufacturers as a resource to aid in identifying and resolving computer related problems.o Responsible for resolving all Tier1 and Tier2 issues within the documented timeframes ensuring detailed resolution notes included in the ticket.o Planning, implementating and installing desktop computer units and peripherals according to company standards and procedures. o Recommend and test new hardware for evaluation and implementation.o Identify and report on status and performance of network systems and software. Recommend replacement or additions to the network elements or changes in software configuration.o Maintain accurate equipment inventory records, network and system problem records, copyright compliance, and network documentationo Prepare purchase requisitions for approved items as required.o Determine severity of problems and resolves or refers to the appropriate staff or vendor.o Evaluate and configure the installation of new or upgraded applications software and operating systems. Create and maintain system administration tools and troubleshoot as needed when problems are encountered.o With minimal supervision, provide support to maintain health and availability of our private and public facing services supporting end user systems. Administrate and resolve simple problems in FARO owned systems (SCCM, ServiceNow, Box, BlueJeans, Bomgar, etc.). Provide some configuration and perform user administration.

We specialize in Annuities, Mortgage Protection, Final Expense, retirement planning through Indexed Universal Life and retirement protection through the use of Fixed Indexed Annuities. We have multiple insurance carriers, inclusive of Americo, American Amicable and various others that we work with in order to be able to meet our clients' needs.We are also able to empower others by helping them attain their financial dreams through helping families protect their most valuable asset and the people that matter most in their life.

New York, Ny, Us

• Worked with Developers testing applications with different versions of Oracle and SQL clients and configurations. I advised install changes for the software to install and register. • Worked with Trade Support on an Access/Oracle issue to increase performance by 1800%. Systems were taking 2 hours to run an Access database pulling info from an Oracle server. After optimizing and rewriting some queries we were able to pull the info in less than 7 minutes• Managed inventory and deployment of desktop and laptop systems for the Pershing Lake Mary office as more space was acquired and grew user base from 300 to 850 employees in one location. Supported offices from Miami, Florida to Toronto, Canada.• Resolved top level escalated incidents daily within the region via remote support within Service Level Agreements by correcting software/hardware issues or replacing equipment.• Collaborated with the Network Proxy team to debug network issues. • Identified improper group policy and active directory assignments causing connectivity issues for over 30 business groups and conveyed the root cause to the proper Active Directory Group.• Established myself as the go-to expert for many national and international groups for problem resolution.• Identified an Operating System issue affecting the company worldwide and collaborated with Desktop Engineering to write the solutions for deployment. Optimized boot speed by 650%, from 45 minutes down to 7 minutes for over 55,000 desktops and laptops worldwide. • Advised and assisted the Desktop Engineering Department configuring over 30 Pershing software packages for mass deployment through the Altiris Software Deployment system and their VB scripts. This eliminated the need for manual installations and configuration of software.• Advised and assisted the Windows 7 Migration team with issues migrating from Windows XP.• Configured Desktop images for business lines from the company approved master image.

Apex Computer Solutions provides support for small/medium businesses. Specialized in Server and Workstation hardware and software support, network support and printer support and maintenance.• Opened business corporation and serviced clients in the banking, dental and small to medium business markets. Used my extensive experience and customer service skills to obtain and retain clients for software and hardware maintenance and development.• Kept the company’s financial records and tax filings up to date.• Networked with the Chamber of Commerce and other local community organizations.• Was recognized as the “Business of the Month” in July 2005 by the East Orlando Chamber of Commerce

Amtek Computer Services provides support to the US Government in Washington D.C. Specializing in server and network maintenance, disaster recovery, mainframe support and specialized printer support.• Worked in the Baltimore/Washington area for customers including but not limited to the INS, Social Security's National Communication Center, NASA, John Hopkins Applied Physics Laboratory, The Supreme Court, Aberdeen Military Proving Grounds, Naval Land Warfare Service and Maryland State Department of Education.• Debug and repair crashed IBM and HP mainframe systems.• Installation and repair of tape drives and hard drives for Sun, HP and IBM mainframes.• Repair of printer systems connecting from single PC’s to large mainframes.• Coordinated and implemented disaster recovery plans.