Kelvin Genao

About Kelvin Genao

I’m a IT Specialist with 8 years of diverse experience in bring a results-driven approach to solving technical challenges and ensuring seamless IT operations for organizations. My expertise lies in providing top-notch customer service, managing incidents effectively, and contributing to system maintenance and security compliance. I strive to create lasting relationships, drive innovation, and help organizations reach their full potential by putting the customer at the heart of every decision. Core Competencies and Technological Skills: Microsoft 365 (Outlook Teams, Excel, Word, PowerPoint, Sharepoint), Troubleshooting Software, Firmware, and Hardware, Google Suite, User Support, Active Directory, Knowledge of Networking, Hardware and Software Installation, Incident Management, Remote Support, Ticketing System, Documentation, Problem Solving, Communication, Customer Service, and Operating Systems (Windows, MacOS) I am passionate about leveraging technology to drive business success and am eager to contribute my skills and expertise to your team. Let\'s connect to discuss how I can add value to your organization. Feel free to reach out via LinkedIn messaging.

Experience

1. Level 2- Executive Desktop Support Engineer

   AECOM

   Mar 2024 — Present · New York, NY, US

   Install and configure hardware and softwareRespond to tickets in accordance with SLA guidelinesRecord, track, and document the help desk request problem solving process including actions taken through to the final resolutionRespond in timely manner to requests and issuesRepair and replace equipment as neededProvide onsite and remote support to end usersAssist in AV setups as needed for meetingsAssist new hire training for basic IT needs.Set up new workstations for users (deploying equipment, checking over account setups).Heavy use of Windows and Mac OS devicesAbility to work in Active DirectoryTest new technologyCreate documentation for staff for training purposesResolve Tier 1-2 support tickets

Education

• Per Scholas

  CyberSecurity, Computer and Information Systems Security/Information Assurance

• LaGuardia Community College

  Associate of Science - AS, Computer Technology/Computer Systems Technology

• Compu21 Institute

  Tech School In Queens, NY, Computer Engineering Technology/Technician