Ken V.

About Ken V.

Quality-focused IT professional with 20+ years of experience as a fast paced help desk support supervisor/manager. Proven ability to create and deliver solutions that meet corporate objectives tied to business and technology performance. Comfortable operating in a wide range of platforms and environments. Proven track record in leading a team of helpdesk professionals to meeting goals, SLA’s, and all objectives assigned by the executive management team. Effectively developed, led, and motivated a team to deliver excellent technical/non-technical support with an emphasis on customer service, satisfaction, and timeliness. Held 99%+ above average satisfaction rate in all surveys completed against tickets. Handled all executive VIP requests for service 24 X 7 X 365. Led team to become central point of contact for all IT related outages, maintenance, and change control. Oversee 100% of all requests, and lead to resolution while driving down incidents and problems. Train, coach, and mentor all service desk personnel, including personal/career development, and quarterly face to face performance reviews. Assisted with development of KPI’s, SLA’s, and incident management for executive level personnel. Managed full incident tracking system build from inception to completion. Led all efforts for Change Control, and Change Management, including running CC/CM meetings weekly, and notifying business units of conflicting changes.Specialties: Help desk, leadership, ITIL, Change Management, Change Control, SLA\'s, Desktop Support, Customer Service, Incident Management, Service Desk.

Experience

1. First Vice President End User Support at Pennymac Loan Services, Llc

   PENNYMAC

   Sep 2024 — Present · Las Vegas, NV, US

   I lead a geographically dispersed team of technology professionals, spanning nine locations across the country. Our mission is to provide comprehensive and seamless IT support to our organization, ensuring our employees have the tools and resources they need to succeed, regardless of their location.Our team\'s expertise encompasses a wide range of services, Support:** We provide comprehensive support for all end-user computing needs, including troubleshooting hardware and software issues for both onsite and remote employees. This includes resolving problems with VDI environments, local laptops, and traditional desktop workstations. We strive to deliver timely and effective solutions to minimize disruptions and maximize Hardware Support:** Our team is responsible for the maintenance and upkeep of all onsite hardware, ensuring optimal performance and reliability. This includes troubleshooting and resolving hardware issues, as well as coordinating repairs and replacements as Asset Management:** I also oversee the IT Asset Management team, which plays a critical role in the lifecycle management of our technology assets. This Management:** From procurement and deployment to lifecycle management and environmentally responsible e-recycling, we manage the entire hardware lifecycle. We work closely with vendors to negotiate favorable pricing and ensure timely delivery of equipment. We also track asset assignments and ensure proper disposal of retired Licensing:** We manage all aspects of software licensing, including procurement, allocation, and usage tracking. We ensure compliance with licensing agreements and optimize software usage to maximize efficiency and minimize costs. We also manage the employee software lifecycle, from onboarding to offboarding, ensuring appropriate access and license allocation.

Education

• United Educational Institute

  Certification, Networking

  1997 — 1998