Russell Mckenny
IT Support Center Supervisor
Atlanta
Summary
An IT Support Professional with over 18 years of Customer Service experience and troubleshooting experience.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
Work History
IT Support Center Supervisor
Carter's
09.2020 - Current
- Coordinated with other department supervisors to achieve smooth workflow across all areas of the center.
- Enhanced operational efficiency by streamlining processes, implementing new procedures, and providing ongoing training to staff members.
- Assisted with transition from U.S. based employees to Mexico based employees.
- Promoted a culture of continuous improvement by empowering employees to identify inefficiencies in their respective departments.
Technical Analyst Event Services (Part Time)
AMBSE (Insight Global)
10.2019 - Current
- Responsible for onsite troubleshooting of credit card POS, IP Phones, menu boards, and IPTV systems, iPads
- Provides assistance with NCR and the POS department at AMBSE for testing out new updates to their vendor POS systems in the stadium
- Responsible in setting up the Microsoft Surface carts on the Falcons field
- Responsible for pre-gameday checks of various equipment
Senior IT Support Center Specialist
Carter's
02.2018 - 09.2020
- Created jabber accounts for corporate office
- Responsible for troubleshooting various software issues in regards to Microsoft Office Products on PC and MAC
- Resolve issues by remoting into PCs and MACs using Bomgar, Casper and Landesk
- Responsible for creating system access for corporate users and consultants
- Troubleshoots VDA and provides assistance to consultants remotely
- Expert troubleshooter with MFA (phonefactor)
- Responsible for various WMOS requests to create, disable and enable accounts
- Create and assign tickets for system access
- Train new hires
- Maintain the Operations Schedule for my shift at the service desk
- Maintain all my previous responsibilities from my previous role as a IT Support Center Specialist
Service Desk Analyst (Contractor)
SertaSimmons (TEKSYSTEMS)
04.2018 - 08.2018
- Assisted with troubleshooting of plant equipment, MS Office, VPN and Printers
- Provisioned access for company systems
- Was the primary IT Support on call on Saturdays
IT Support Specialist (Contractor)
Carter's
12.2017 - 03.2018
- Responsible for troubleshooting various software issues in regards to Microsoft Office Products on PC and MAC
- Resolve issues by remoting into PCs and MACs using Bomgar, Casper and Landesk
- Responsible for creating system access for corporate users and consultants
- Troubleshoots VDA and provides assistance to consultants remotely
- Expert troubleshooter with MFA (phonefactor)
Service Desk Technician Tier I
Computer Generated Solutions
05.2017 - 12.2017
- Assisted in password resets of IHG employees using Active Directory
- Resolved issues regarding Ingenico Card Readers, Workstations, Servers and Printers
- Remoted into laptops and workstations via Bomgar to resolve issues
Education
Bachelors Degree - Information Technology Management
Southern New Hampshire University
05.2017 - Current
Skills
- Microsoft Office
- Troubleshooting
- VPN
- MFA
- Printer
- Malware Removal
- POS
- Cisco Jabber
- Mobile Device
- Server
- Active Directory
- IT Operations
- Workstation/PC
- Systems Access Provisioning
- Enterprise Monitoring
- Team management
- Operations management
- Staff discipline
- Coaching and mentoring
Timeline
IT Support Center Supervisor
Carter's
09.2020 - Current
Technical Analyst Event Services (Part Time)
AMBSE (Insight Global)
10.2019 - Current
Service Desk Analyst (Contractor)
SertaSimmons (TEKSYSTEMS)
04.2018 - 08.2018
Senior IT Support Center Specialist
Carter's
02.2018 - 09.2020
IT Support Specialist (Contractor)
Carter's
12.2017 - 03.2018
Service Desk Technician Tier I
Computer Generated Solutions
05.2017 - 12.2017
Bachelors Degree - Information Technology Management
Southern New Hampshire University
05.2017 - Current