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Kenny L. — Senior IT Support Specialist from United States

Kenny L.

Senior IT Support Specialist

United States 6+ years
Open to offersNew to Platform
Languages
English
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About

Kenny L. is a seasoned IT Support Specialist with over a decade of experience in healthcare, enterprise, and managed services environments. Based in Danville, VA, Kenny excels in providing both onsite and remote technical support. With expertise in Microsoft 365, remote desktop management, and Active Directory, he effectively bridges the gap between technology and user needs. At PATHS, he authored over 20 internal guides, significantly reducing repeat ticket volume by 15–20%. His fluency with tools like Kaseya, SolarWinds, and Splunk enhances his ability to diagnose and resolve issues efficiently. In his role at Barrister Global Services Network, Kenny handles hardware, software, and networking problems, supporting various client environments. His commitment to documentation is evident as he leverages AI tools to produce user-driven content, refining each draft for precision and clarity. Kenny holds an Associate of Science in Computer Networking and is CompTIA A+ certified, further demonstrating his dedication to technological excellence.

Experience

  • IT Support Specialist

    PATHS · 2021 — Present
    Assist clinical and administrative teams across multiple sites with Microsoft 365, Outlook, Teams, Windows, printers, scanners, and mobile devices. Manage Active Directory accounts and Group Policy in a multi-site setting while providing support for Remote Desktop Services and endpoint configurations. Created over 20 user guides and troubleshooting documents to decrease repeat ticket volume. Employ Kaseya RMM for remote diagnostic tasks, patching, and tracking assets. Escalate complicated issues with comprehensive details for seamless follow-up. Utilize AI tools for drafting documentation, ensuring each output undergoes thorough review.

  • Team Lead, Call Center

    Thriveworks · 2018 — 2020
    Oversee daily operations of a customer support team, including task assignments, quality monitoring, and coaching agents on handling de-escalations and call management. Directly address high-urgency escalations and train the team on relevant phone systems, software applications, and internal protocol.

  • IT Field Support Technician (Contract/Part-Time)

    Barrister Global Services Network · 2017 — Present
    Deliver onsite and remote technical support across various client environments, addressing hardware, software, printer, scanner, and network challenges. Undertake the installation and configuration of desktops, laptops, tablets, peripherals, and LAN/WAN components while providing assistance with switches, VLANs, and wireless networks. Utilize TeamViewer, LogMeIn Rescue, SolarWinds, and Splunk for diagnostic purposes and compile detailed service reports outlining root causes, actions taken, and recommendations.

  • Tier 2 Technical Support Specialist

    ICore Networks · 2011 — 2012
    Provide phone and email support for desktops, networking issues, printers, and customer applications while carrying out remote diagnostics. Coordinate vendor escalations on complex cases.

  • Desktop Support Engineer

    Volt Workforce Solutions / NII Holdings · 2008 — 2009
    Support Windows and macOS environments, oversee VoIP operations, software installations, and routine endpoint maintenance. Assist in the setup and updating of Windows Server.

Skills & Expertise

Photoshop ExpertIT Project ManagerNo-Code and OperationsHelpdeskGerman (Fluent)Excel Expert

Education

  • Associate of Science
    ITT Technical Institute