Ken W. Email & Phone Number

23 U.S. Offices, Oo

Position Responsibilities:Deskside Support which includes:*Provide desktop PC/MAC, application and network application incident resolution*Manage user installation and relocation requestsAsset Inventory Support*Conduct physical inventory of assets*Conduct scheduled and random electronic inventories*Assist in receiving and receipting property*Transfer of property to other organizations*Process computer equipment for excess and dispositionDisposal Preparation Support*Ensure disposal policies and procedures are employed*Ensure every device is wiped/degaussed prior to site removalEncryption Services*Administer and manage encryption tools application server*Ensure laptops are properly encrypted*Encrypt laptops discovered without encryption*Provide password recovery for encrypted deviceVideo Conferencing and Audio/Video O&M*Troubleshoot system problems and repairs*Work with support staff for remote troubleshooting and repairs*Assist in setting up presentation devices and Video Conference units*Set up, ensure functionality, be available during events and shut down video conferencesLocal On-Site Cabling*Restart wiring closet cabling electronics including switches or other network devices*Replace defective cabling electronics and simple replacement of defective cabling electronics and components such as switch bladesWireless Services*Assist users with mobile communication devices (mobile phones iPhones, iPad, Droids, broadband cards,and laptops) with incident support tickets*Provide Tier 3 support in the which includes hardware troubleshooting and OS reinstall, and equipment swapping supportService Center Services*Ensure IT services are rendered/tested for teleworker users using VPN and CITRIX services*Provide remote support services for teleworker/home users*Support pre/post application releases*Account Management ServicesHardware Incident Resolution*Identify and resolve hardware incidents and service requests of a consumable part

Creates, Produces and Hosts a weekly electronic radio show for live 100.5FM called Urban Fabric w Ken Webb

* Primarily responsible for Fixed Asset Management using Altiris/Symantec Management Suite and BMC Software IT Service Management*Assist in the evaluation of new hardware and software to determine potential impact and make recommendations on the best solutions for our users. * Experience supporting users within an Active Directory environment.* Maintained customer rapport by listening/resolving concerns; answering questions* Complete knowledge of Microsoft Windows desktop operating systems* Demonstrated extensive knowledge of PC desktops and laptop hardware* Expertly installed, configured, and troubleshot all computers and computer peripherals* Familiar with wireless and wired networking, ISP's and networking concepts* Experienced in detecting and removing viruses, spyware and adware* Traveled to different office sites to support end users, repair equipment, and install software* Performed network tape backups for Cisco networking devices and Windows servers

Atlanta, Georgia, Us

* IBM Call Center / Help Desk (2nd and 3rd shifts) Team LeadResponsible for quality assurance by monitoring CVSupervisor to ensure that calls were answered in a timely manner. My work also included checking daily reports to make sure that trouble tickets were being filled out correctly by all the 2nd and 3rd shift technicians and representatives. I handled any and all questions or concerns from the 2nd and 3rd shifts and trained users on any new procedures. I handled most requests and issues using Lotus Notes for e-mail and also as a database for the documentation of procedures and tasks.* Desktop Password Reset Administration Team MemberStarted out as First level tech support for IBM help desk. Resolved and reset password issues via telephone or routed calls to the appropriate department. Troubleshooting and diagnosing problems pertaining to login and identification issues. Follow up with end users until resolution resolved. Entered service requests, and resolutions to call tracking databases in Remedy, Vantive, Magic, and Customer Management Systems.