Kenneth Halbeck

Senior Information Technology Specialist @Ravago Americas

Manchester, TN, US

As IT Support Specialist my overall responsibilities are to ensure proper and network, computer and software application operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop and server level.• Field incoming help requests from end users via both telephone and workorders in a courteous manner.• Document all pertinent end user identification information, including name,department, contact information, and nature of problem or issue.• Build rapport and elicit problem details from help desk customers.• Prioritize and schedule problems. Escalate problems (when required) to theappropriately experienced technician.• Apply diagnostic utilities to aid in troubleshooting.• Access software updates, drivers, knowledge bases, and frequently askedquestions resources on the Internet to aid in problem resolution.• Identify and learn appropriate software and hardware used and supported bythe organization.• Perform hands-on fixes at the desktop level, including installing and upgradingsoftware, implementing file backups, and configuring systems andapplications.• Test fixes to ensure problem has been adequately resolved.• Perform post-resolution follow-ups to help requests.• Develop help sheets and knowledge base articles for end users.• Perform related duties consistent with the scope and intent of the position.New Horizons Certificate of CompletionMS 20410 Installing and Configuring Windows Server 2012MS 20411 Administering Windows Server 2012MS 20698 Installing and Configuring Windows 10MS 20697-1 Implementing and Managing Windows 10CompTIA Network+ InfoSec Institute Computer Forensic Training

Loara High School

GED, General Studies