Kenneth Lucas
Woodstock,GA
Summary
With a proven track record at TEKsystems, I excel in resolving complex IT issues and enhancing system reliability, showcasing my expertise in Active Directory and a knack for leadership. My adeptness in both technical troubleshooting and fostering collaboration has significantly improved user experience and operational efficiency.
Overview
7
7
years of professional experience
Work History
Helpdesk Tech II
TEKsystems
07.2023 - Current
- Provide technical support for 300+ end users, ensuring quick resolution of hardware, software, and networking issues across the Yamaha Motor Marietta facility as well as taking escalations for all local sites in the area.
- Troubleshoot and resolve complex IT issues, including network connectivity, operating system errors, and application-related problems.
- Collaborate with Level 1 technicians to escalate and resolve unresolved technical problems, providing mentoring and guidance as needed.
- Monitor IT systems for potential issues, conducting proactive troubleshooting to prevent disruptions and enhance system reliability.
- Assist in the onboarding of new employees, providing technical training and setting up devices and software for smooth integration into the workplace.
- Manage user accounts, permissions, and access control through Active Directory, ensuring security and compliance with company policies.
Support Engineer I
Netgain Technologies
05.2022 - 07.2023
- Provides customers with IT support via desktop solutions, chat functions, emails, and calls.
- Assists with account setup and application installations.
- Ensures optimal application functionality by configuring networks, applications, accounts, and to-spec
- Performs remote and on-site troubleshooting for computing systems and networks.
- Responsible for hosting meetings with account executives regarding ongoing issues and troubles.
- Walk the user through processes and troubleshooting steps over the phone and email.
- Escalation point and supervisor for the Hardware department.
Produce Clerk
Provides Customers With IT Support Via Desktop Sol
10.2017 - 05.2022
- Performed daily inventory checks of merchandise on hand through Chain Track.
- Maintained current knowledge of product and planograms to effectively merchandise products.
- Pleasantly greeted customers and provided premier quality service to over 100 customers daily.
- Maintained safe, neat and clean working environment and closely monitored for wet floors or other hazards
Education
High School Diploma -
Lambert High School
Suwanee, GA05.2014
Skills
Office 365: Azure AD; Exchange; Microsoft Teams; Microsoft Office Suite of products; Microsoft 365 Admin
Center
Server Management: File shares; Security Groups; Active Directory; Remote desktop and applications;
User creation
Networking: Client VPN configuration; CAT 6 cabling; Scan to email; Printer installation and
Troubleshooting; Peripheral troubleshooting; DHCP; DNS
Hardware: Component installation; Device cleaning; Component troubleshooting; Workstation setup and
Deployment
Social: Leadership; Collaboration; Adaptability; De-escalation of hostile situations; Attention to detail;
Time management; Multitasking; Professional communication
Timeline
Helpdesk Tech II
TEKsystems
07.2023 - Current
Support Engineer I
Netgain Technologies
05.2022 - 07.2023
Produce Clerk
Provides Customers With IT Support Via Desktop Sol
10.2017 - 05.2022
High School Diploma -
Lambert High School
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