K
Kenese Kaulave
About
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Virginia, United States
Résumé
Jobs
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- AHelp Desk Support IASM RESEARCH LLCJan 2024 - May 2025 (1 year 5 months)• Assisted over 10-20 users daily with ILMS, MyServices, and MyGrants account unlocks, password resets, and profile updates, ensuring timely and accurate issue resolution. • Managed and prioritized workload to resolve 95% of tickets and calls within SLA timelines, demonstrating strong time management and organizational skills. • Collaborated with an overnight team of 7 service desk agents, escalating complex issues to appropriate Tier 2 or Tier 3 support teams, improving first-call resolution rates. • Handled an average of 15-20 daily interactions across email, chat, and ServiceNow tickets, maintaining high levels of accuracy and responsiveness. • Utilized ILMS knowledge-based articles to troubleshoot and resolve issues, reducing avera
Service Desk TechnicianAMERICAN SYSTEMSJan 2021 - May 2021 (5 months)• Collaborated with service desk technicians on day-to-day support, deployments, releases, maintenance, potential security vulnerabilities and troubleshooting of services and products to ensure high availability, optimal performance and stability. • Performed system testing and diagnostics on newly assembled laptops, identifying and resolving hardware and software issues to ensure product quality. • Managed remote sessions for clients using LogMeIn, resolving technical issues efficiently and minimizing downtime. • Utilized ServiceNow and Dynamics 365 to document and standardize procedural workflows, resulting in improved team efficiency and knowledge sharing.- Global IT Help Desk Support IWomen for Women InternationalJun 2020 - Jan 2021 (8 months)• Managed user accounts, licenses, and permissions in Office 365, ensuring seamless access and collaboration for employees across the organization. • Managed device enrollment and configuration using Microsoft Intune, ensuring compliance with company policies and security standards. • Developed and implemented custom rules in Jira Service Desk to automate task assignments, resulting in a 25% increase in workflow efficiency. • Managed Azure AD implementation for user authentication and access control, ensuring seamless integration across multiple platforms.
Education
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- CCNA Cyber Ops Cyber Security TrainingPer ScholasJun 2020 - Aug 2020 (3 months)
- Cyber SecurityYear UpJan 2020 - Jan 2021 (1 year 1 month)