Kyle Connor

•Troubleshoot and Provide instruction over the phone via incoming and outgoing calls
•Diagnose, analyze and attempt to resolve complex scenarios relating but not limited to branch technical systems across multiple platforms and data connectivity for departments and remote users
•Complete user requests and routine troubleshooting scenarios such as password resets, answering “how to” questions, and providing information on supported systems
•Thoroughly document presented issues with accurate detail according to provided guidelines to ensure continuity of service amongst the department and assist with identification of emerging trends or resolution for effective problem management
•Adapt to an ever-changing work environment including updates to processes and documentation requirements

• Maintain Flexibility in daily work schedule within the assigned shift based on business needs

• Collaborated with team members on troubleshooting.
• Assisted with investigations and implementation of solutions to technical issues for end users and collaborated with co-workers on the IT team for help.
• Installed documents and troubleshooted desktop software for staff production.
• Configured and recycled laptops and cellphones for company use, ensuring compliance with company regulations and standards.
• Developed and implemented new technical documentation for the company to use.
• Responded and followed up with service desk tickets from Ivanti via phone, email, chat, and in person.
• Actively participated in cross-functional projects and initiatives to streamline service desk operations and enhance user experience.
• Approved and denied different applications for company use through research and vulnerability analysis.
• Created policies within Windows Intune to improve company security standards.
• Created scripts to automatically update applications to their latest versions.

• Safeguarded the privacy and confidentiality of residents by adhering to strict data protection guidelines.
• Participated in regular security briefings and training sessions to stay informed about the latest security protocols and procedures.
• Demonstrated quick thinking and problem-solving skills during emergency situations, ensuring the safety and well-being of individuals under care.
• Developed and implemented emergency response plans to handle unforeseen security incidents.