Kenny Doerr

• Completed site discovery for assets and kept track and submitted discovery documents and also ServiceNow, maintaining accurate records for OTN asset management.
•  Performed TMPS security scans on asset discovery devices.

• Completed rack/stack for OTN switches and network devices in MDF and IDF’s at site.

• Created Visio Architecture designs of site assets detailing switch and firewall connections.

• Diagnosed and resolved network and firewall connectivity issues for security surveillance NVRs, cameras, and badging access panels, ensuring operation of critical systems.
• Determined and submitted Cisco switch configurations for CCTV NVRs, cameras, and security badging access panels.
• Completed site asset discovery for network devices by MAC addresses, VLANs, OUIs, and IPs.
• Utilized the ServiceNow platform for submitting service and network configuration requests for network-related issues.
• Kept track of assets in ServiceNow, maintaining accurate records for asset management.
• Conducted QA checks of Check Point firewall configurations.
• Managed ServiceNow queues and assigned tickets to OTN Engineers.

• Provided comprehensive deskside support for office and factory production, resolving hardware and software issues across a wide range of devices and equipment.
• Collaborated with users to ensure compliance with security demands and company policies, facilitating smooth transitions to new software packages and technologies.
• Managed PC refreshes, coordinating asset allocation, data migration, software installation, and equipment decommissioning in accordance with company policies.
• Proactively communicated with management regarding upcoming technology and software rollouts, as well as cybersecurity changes, ensuring timely and effective implementation.
• Conducted user training sessions on new technology and software, empowering employees to maximize their productivity and efficiency.
• Worked closely with cybersecurity, software, and networJk security teams to uphold and implement policies and resolve issues related to security and problem resolution.
• Managed equipment migrations and ensured proper disposal of old equipment, adhering to Windows 7/10 migration protocols.
• Managed supply orders for copiers, printers, and shipping needs, maintaining efficient inventory management.
• Coordinated with vendors for new equipment rollouts and leased equipment refreshes, ensuring compliance with policy rules and network security protocols.
• Utilized the Remedy ticketing system to validate and address users' needs, ensuring service level agreements were met.

• Provided technical service for onsite and remote users, resolving network, hardware and software issues promptly and effectively.
• Successfully completed projects for multiple companies, including Speedway, ACCO Brands, Barclays, John Morrell, GAP, Banana Republic, Hobby Lobby, Old Navy, Enterprise Rental Car, Worldwide Equipment, US Bank, and Walgreens.
• Managed service request tickets using the ServiceNow platform, ensuring timely resolution and excellent customer satisfaction and ensuring service level agreements were met.
• Managed and executed new equipment installations, server maintenance, rack/stack of network equipment, access point installations, and site evaluations.
• Ran and terminated cabling for network infrastructure, ensuring efficient and reliable connectivity.
• Supported and troubleshooted various computer equipment, including servers, desktops, laptops, iMac's, MacBook's, printers, point of sale systems, audio/video equipment, telephony systems, and mobile devices.
• Delivered end-user support and training on computer systems, software applications, hardware, and mobile devices.
• Installed, configured, and diagnosed networking systems, resolving connectivity issues and optimizing network performance.
• Managed and coordinated pc refreshes, data migrations and equipment inventory management.
• Utilized SCCM and Active Directory in daily role requirements.
• Successfully completed various project assignments, ensuring timely and efficient delivery of services to clients.

• Provided efficient and effective deskside support and troubleshooting for end users, ensuring minimal downtime and maximum productivity.
• Successfully managed high demand and fast-paced environments, demonstrating strong problem-solving skills and the ability to deliver quick resolutions.
• Played a key role in dedicated migration roll-out teams, facilitating smooth transitions and ensuring seamless asset management and data migrations for new laptops, desktops, and mobility devices.
• Diagnosed and resolved hardware and software issues with desktops, laptops, servers, and printers, consistently delivering rapid turnaround times and minimizing disruptions.
• Resolved network connectivity problems for end users, ensuring uninterrupted access to essential resources.
• Maintained clear and consistent communication with customers, service departments, and consultants, fostering collaborative relationships and achieving satisfactory resolutions.
• Prioritized effective documentation and reporting, ensuring accurate and up-to-date records of all support activities.
• Demonstrated strong attention to detail and meticulousness in all tasks, resulting in high-quality service delivery and customer satisfaction.

• Provided comprehensive Help Desk phone support to technicians and end users, resolving network connectivity problems, file and share folder issues, print and server/resource connectivity issues in Novell and Server 2000 environments.
• Administered user accounts, printer queues, and share folders, ensuring smooth access and efficient file management for Procter & Gamble employees and contractors.
• Managed and resolved cyber-security issues and threats, implementing proactive measures to safeguard network integrity and protect sensitive data.
• Implemented and maintained tape backups for data-center servers, ensuring the availability and integrity of critical business data.
• Collaborated with cross-functional teams to troubleshoot and resolve complex network issues, minimizing downtime and optimizing network performance.
• Maintained clear and concise documentation of network configurations and troubleshooting procedures, facilitating knowledge transfer and ensuring consistent and efficient support.
• Stayed updated with the latest industry trends and best practices in network administration, continuously enhancing skills and knowledge to provide effective and efficient support.
• Diligently proofread all documentation and communications, ensuring accuracy and professionalism in all interactions.

• Led a team of technicians on several demanding accounts, showcasing strong technical knowledge in troubleshooting and repairing a wide range of equipment and software in both stand-alone and network environments, effectively minimizing downtime.
• Maintained excellent communication with end-users and the service department, ensuring prompt resolution of issues and fostering strong customer relationships through outstanding service.
• Selected to be part of a roll-out team responsible for the installation, configuration, upgrade, and data migration for several state government cabinets, schools, and companies.
• Developed and implemented a comprehensive training program for technicians, enabling them to achieve vendor certifications and enhance their technical skills.

Fort Valley State University - Fort Valley, Georgia

• B. A. History