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Kerry Grove
Senior Desktop Support Engineer
412.390.3520
Accomplished,
quality-based Senior Desktop Support Engineer embracing an extensive background
instituting a diverse set of support tools and solutions while driving cost-effective
technical support strategies across the enterprise. Superior technical support strategies have
been implemented and delivered in the Financial Services, Engineering and
Manufacturing market segments.
Exceptional communication skills have proven
instrumental in driving advanced workstation troubleshooting and resolution
through in-person and telephone support with a proven ability to deliver best-of-class customer service for companies
such as JP Morgan Chase, Xign Corporation, Carollo Engineers, and Peterson Tractor Company.
Recognized
for as a “Resolver,” capable of fostering
a calming influence in the midst of chaotic environments, quickly addressing
and solving challenging issues without the need for escalation.
Key
Strengths
- Collaboration & Teaming
- Disaster Recovery
- Asset Management & Inventory Control
- IT Purchasing
- Managed Remote Data Center
- Managed Service Level Agreements
- Network & Systems Design
- Network Management
- On-Premises Wiring & Build-Out
- Project Management & Tracking
- Regulatory Compliance
- Remote Assistance & Support
- Salesforce.com Administrator
- Security Access Administration
- System Migrations
- Vendor Management
- VOIP phone line Configuration
- Wireless LAN Configuration
Technical Skills
- Active Directory
- Backup Library Administration
- Blackberries / Network Printers
- GuardianPlus Encryption
- IBM, Dell, HP Hardware Service
- Lotus Notes
- Microsoft & Novell networks
- Norton & Mcafee Enterprise
- Novell Netware
- Outlook 2007 / Communicator
- RSA SecurID Administrator Client
- Word, Excel, Access, PowerPoint
Professional Experience
JPMorgan Chase - Calombia, ST 2006
-Present
Product Support
Specialist/Desktop Support............................................. 2009 - 2011
Card Services / Order To Pay / Supplier Services
- Served as the primary support
engineer for Level 2 and Level 3 calls, over-achieving SLA commitments,
receiving several awards for defining new support standards and
deliverables.
- Analyzed, identified and
resolved LAN/WAN challenges to include individual account administration,
desktop and laptop configuration, printer and software support, and remote
access privileges.
- Managed all on/off-boarding of
OSP contractor Support Technicians including creation of user access and security
administration, system imaging & setup, and remote support escalations
to ensure availability for client support team and team management.
- Redesigned “Client Account
Administrator Change” process from manual to digital for enhanced
security, accuracy & faster turn around time, cutting processing time
from 7 days down to 1 business day, receiving the “Outstanding Team
Employee“ award in December 2010.
Xign Corporation (through
migration to JPMorgan Chase)........................ 2006
- 2009
Tech Ops Engineer Analyst/Desktop Support Engineer
- Provided on-site and remote
workstation service & support of 120 legacy workstations while
simultaneously learning JPMC technologies and training users in the new
environment, increasing confidence and productivity.
- Provided technical support for
Order To Pay executives and business employees during & after
migration to JPMC technologies for all workstation issues, ensuring no
loss in productivity.
- Serviced Laptops and installed
replacement parts resulting in quick resolution of issues impacting
critical business application support with minimal down time.
- Researched a manual ACH
monitoring process and enlisted the development team to incorporate into
automation, resulting in freeing up 4 work-hours a day.
- Established new procedures for employee
on-boarding, addressing long delays of required resources that impacted
productivity, which resulted in our ability to begin new-hire training while
increasing individual and organizational productivity and reducing management
involvement.
Carollo Engineers - Walnut Creek, CA 2005
– 2006
Sr. Desktop Support Engineer
- Provided technical support in a
Netware\Windows environment, of local and remote IT systems for
approximately 500 employees in 5 West Coast offices.
- Traveled monthly to remote
offices to train Support Technicians in basic system issues resolution,
resulting in improved productivity.
- Performed full system builds and
preventative maintenance of HP and Toshiba laptop and desktop
workstations, managing complete installation, configuration and
troubleshooting issues with multiple enterprise applications.
Independent Contractor 2002
– 2005
Desktop Support / Systems Administrator -
- Client:
MKS Instruments
- Provided remote and onsite 2nd level support for 100 users in two
offices, including setup, installation and troubleshooting of systems in
their wired and wireless network environment. Managed Veritas tape backup tape
libraries and off-site storage.
- Client:
Roll Royce Engine Services
- Supported more than 500 end users, as Desktop Support Technician in a
Novell Netware-Windows network environment, resolving issues with software
and hardware, wired and wireless network connections, HP LaserJet
printers, MS Offihttps://docs.google.com/uc?id=1sOhRtN0uYe5taEHmG59bvR57bfP3gROs&export=downloadce applications and other proprietary enterprise
applications.
- Client:
Telephia, Inc.
- Developed and implemented a complete IT Asset Management program,
standardizing processes and ensuring availability of critical parts
- Created program and trained
personnel to use Remedy based asset-tracking software to continually
maintain predefined inventory stock.
Peterson Tractor Company - San
Leandro, CA 2000
- 2002
Helpdesk\IS Technician II
- Provided telephone and on-site
support for more than 700 on-site and remote end-users running Windows
2000/XP & NT 4.0 in a Novell Netware environment.
- Performed IT Security User ID Administration,
remote application deployment and end user training, while documenting all
issues and solutions in Helpdesk database, provided system back-ups, and
handled file restorations.
Training and Professional
Development
- Advanced troubleshooting Windows
OS....................................... 5
day workshop
- CompTIA A+ Certificate
Essentials.............................................. 5
day workshop
- CompTIA A+ Practical Application............................................... 5
day workshop
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