Kevin Coffey
Level 4 IT Support Engineer i @Amazon
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WORK HISTORY
Level 4 IT Support Engineer i @Amazon
Greenwood, IN, US
Key Responsibilities:Provide ticket-based, walk-up, and remote support for multi-site user base (ServiceNow, SIM Ticketing)Manage service provider engagements to ensure effective and timely resolution of issuesMaintain processes for new hire onboarding, computer lifecycle management, asset management, imaging, and hardware supportContribute to the development, implementation, and administration of processes and procedures to ensure the reliability, recoverability, and performance of user hardware and local servicesWork with the IT Operations team to uphold system SLAs, including on-call support for production issuesResearch, procure, vet, and deploy new hardware and software solutionsQualifications:3+ years of related industry experience in a customer-focused enterprise environment2+ years of troubleshooting in a multi-user, high-availability environment2+ years of PC repair, troubleshooting, deployment, and liquidation experience1+ years of Windows Server technologies: AD, DFS, Print Services, SCCM2+ years of networking experience (DNS, DHCP, SSL, OSI Model, TCP/IP)2+ years of Windows, Mac, or Linux OS support in a corporate setting2+ years of supporting and maintaining a corporate network environmentPreferred Qualifications:Associate\'s degree in an IT-related field with 3+ years of progressive experienceIndustry-relevant certifications (CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux, Microsoft, AWS)4+ years of computer networking experience4+ years of troubleshooting in a multi-user, high-availability environment4+ years of Windows, Mac, or Linux OS support in a corporate settingAbility to explain complex IT concepts in simple termsExperience working in an Agile environmentProven track record of meeting SLAs and project deadlinesExcellent written and verbal communication skillsAbility to work successfully with limited supervisionWillingness to travel to remote offices domestically and internationally
EDUCATION
Ivy Tech Community College
Associate of Science, Information Technology
Western Governors University
Bachelor of Science, Information Technology
Union Jr. Sr. High School
Computer/Information Technology Administration and Management
ABOUT KEVIN COFFEY
Experienced IT Professional with a Diverse BackgroundWith over 10 years of experience in the IT industry, I have taken on various roles ranging from IT Intern to my current position as a Level 4 IT Support Engineer I. Throughout my career, I have developed a wide array of skills, including proficiency in Windows operating systems from XP to 11, as well as Chrome OS.One of my key strengths is providing exceptional technical support for computer repairs and training individuals in both field-based and education-focused settings. In a previous role, I had the opportunity to teach vocational IT and networking fundamentals to high school juniors and seniors, guiding them through dual-credit courses leading to CompTIA A+ and Network+ certifications.Collaborating effectively within teams is a core competency of mine. I take pride in my ability to delve deeply into issues at hand, insisting on the highest standards and demonstrating a customer-centric approach to ensure smooth operations for everyone involved. Continuously seeking ways to improve Standard Operating Procedures, I am always striving to enhance efficiency and drive continuous improvement.I am eager to leverage my diverse experience and proven track record of success to contribute to the growth and success of your organization. I welcome the opportunity to discuss how my skills and expertise can be a valuable asset to your team.
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