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Tyler Kennedy

Tyler Kennedy

Help Desk Analyst (Orange lake)

location of Tyler KennedyHarrisburg, Pennsylvania, United States

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  • Timeline

  • About me

    Information Technology Help Desk Manager at Higher Information Group

  • Education

    • New Horizons

      -

    • Cumberland Valley High school

      2003 - 2006
      Diploma

  • Experience

    • Technisource

      Aug 2011 - Apr 2013
      Help Desk Analyst (Orange lake)

    • E&e IT Consulting Services, Inc.

      Mar 2012 - May 2013
      IT Technician

      Creating and maintaining documentation on all procedures of the IT Help Desk. Training Help Desk analysts to effectively assist the callers. Running reports in Remedy for tracking and trending purposes.

    • PennDOT (Pennsylvania department of Transportation)

      Apr 2012 - May 2013
      Technician (Team Lead)

      At Penndot I was responsible for training new employees, keeping an up to date training manual as well as reporting to management any and all anomalies within the systems that the analysts worked with.

    • Randstad USA

      May 2013 - now
      Help Desk Team Lead

      Documenting calls thoroughly, assisting in training analysts to prepare them for increased call volume. Reviewing calls daily and coaching analysts in areas of improvement. Creating and running reports in the service now environment as well as Remedy.

    • TreCom Systems Group, Inc.

      Jun 2017 - Sept 2019
      IT Hardware

    • Higher Information Group

      Sept 2019 - now
      Information Technology Help Desk Manager

  • Licenses & Certifications

    • MCITP

      Microsoft
      Mar 2013

    • Network +

      CompTIA

    • Network +

      CompTIA
      Feb 2012