Experience

• 

  Centers for disease control and prevention

  Feb 2006 - Jan 2019

  During my tenure, I assisted overall functions related to VM administration, Hybrid infrastructure maintenance, and inventory management. I provided routine support to Tech Lead in implementing, maintaining, and troubleshooting environments by utilizing VMware Manager.• Administered patching and application upgrades to 40+ Centos/Ubuntu servers.• Planned and implemented robust IT infrastructure solutions for Research and Development (R&D) lab, resulting in enhanced access to Docker containers and Microsoft Azure virtualization platform.• Administered administration of Virtual Machines (VMs) running on physical HP ProLiant servers, encompassing 400-500 VMs varying by allocated processing speed.• Formulated system improvements to enhance performance and stability of environment by utilizing Trent Micro, VMware Horizon Client, and Citrix. Show less During my role, I oversaw several facets associated with management of facilities, inventory, and desktop support. I provided end-to-end assistance in backups management, reporting, problem identification, performance monitoring, and complex issues resolution for 200+ projects. I ensured protection against loss prevention during out-processing by carried-out auditing logs of all program computer equipment under Business Services division. I gathered and documented all property transactions in and out of custodial area. I led and trained personnel on care and use of assigned property in line with set CDC policy and federal regulations.• Headed software and hardware procurement with combined budget of $250k+ per year.• Met and exceeded expectations in repairing faulty equipment for program end-users, encompassing various laptops, desktops, mobiles, and several peripheral devices.• Assessed and identified surplus property and initiated process to remove from designated custodial area.• Evaluated and resolved inventory assignment discrepancies by analyzing and maintaining current records, including condition and availability. Show less

  • Junior Tech/Operations Specialist

    Jul 2015 - Jan 2019

  • Technical Support Specialist

    Feb 2006 - Jul 2015
• 

  Bmg - the new music company

  Sept 2013 - now

  Songwriter

  Jamaica "Kahncept" Smith, an Atlanta-based Grammy-nominated songwriter, singer, and producer, has built a successful music career from his rural Georgia upbringing to working in major music hubs like LA and New York. Signed to BMG Chrysalis since 2013, he has written over 300 songs and secured more than 25 placements for notable artists such as Akon and Prince Royce. In 2016, he released his single “Flight 542” under his alias Jean Penn. Influenced by icons like Donny Hathaway, Stevie Wonder, and Michael Jackson, Kahncept’s work spans R&B, pop, country, folk, alternative, and gospel. He was nominated for Best R&B Song at the 57th Grammy Awards for Luke James’ “Options” and has collaborated with artists like India Arie and producers like Danja and RedOne. Kahncept’s musical journey began in church choirs and school bands. He honed his skills at Augusta’s Davidson Fine Arts Magnet School and later at Kennesaw State University, where he studied vocal performance and piano. His drive and talent have opened doors to numerous collaborations, and he remains focused on building a lasting musical legacy. Show less

• 

  Imerys

  Jul 2019 - Jan 2024

  Promoted to Team Lead to supervise and guide the help desk team, ensuring effective support delivery and meeting organizational service standards.Supervised a team of 8 IT technicians, coordinating daily operations and delegating tasks to meet service desk KPIs.Monitored ticket queues to prioritize and resolve technical issues efficiently, achieving a 20% reduction in resolution time.Provided mentorship and technical training to junior staff, enhancing team knowledge and capabilities.Collaborated with the IT Manager to develop and implement process improvements, resulting in streamlined workflows and reduced system downtime.Conducted performance evaluations and provided actionable feedback to help team members achieve their professional goals. Show less Delivered exceptional help desk support across the North American region, ensuring prompt resolution of technical issues and maintaining system integrity.Diagnosed and resolved hardware/software issues for Microsoft Operating Systems, Lotus Notes, and Google GSuite.Played a critical role in the decommissioning of Windows 7 OS and upgrading to Windows 10 across the organization.Maintained remote file and print servers and rebuilt systems affected by encryption crashes.Conducted training sessions for IT contractors and employees, fostering technical expertise and engagement.Supported IT security by implementing processes to mitigate vulnerabilities and enhance system protection.Created and managed PC Refresh project and implemented on global scale. Show less In my role, I provide exceptional help desk support to 4500+ users across North American region. I deliver end-to-end assistance to MDT imaging and PXE boot servers. I lead IT security team in identifying protocols vulnerable to spoofing and MITM attacks over TCP/IP and LLMNR, while implementing process to disable protocols via GPO. I confirm IT onboarding by establishing and updating IT procedures. I deliver routine software support in Lotus Notes through password resets and file transfers. I partner with various departments to deliver essential storage space for equipment, as well as oversee inventory receipts and relocations.• Completed Network Printer identification project for OPERA.• Delivered overall training to IT contractors tasked with decommissioning of Microsoft Windows 7 OS.• Executed required user backups and confirmed offsite connectivity monitoring by utilizing Spectrum.• Delivered end-to-end hardware/software assistance to Microsoft Operating Systems and assisted in decommissioning of Windows 7 OS during PC upgradation project.• Maintained file and print servers remotely during pandemic and rebuilt PGP triggered by Windows 10 updates crashes, while assisting rolling furloughs during COVID 19 shutdowns.• Oversaw remote PC builds project during pandemic, resulting in 100+ shipment of Windows 10 machines to various sites in two week time frame.• Supervised day-to-day training sessions and employee engagement in service desk ticketing system, while delivering Active Directory, SQL database, and end-to-end ITIL support.• Oversaw Google GSuite support to various users, enabling seamless transition from Microsoft Exchange server.• Confirmed monthly KPI guidelines are met as per set requirements by IT Manager, resulting in 95% average in time to proficiency, knowledge, and skill retention.• Diagnosed and troubleshooted various issues associated with SAP, Longview, and AX as per user needs. Show less In my role, I provide exceptional help desk support to 4500+ users across North American region. I deliver end-to-end assistance to MDT imaging and PXE boot servers. I lead IT security team in identifying protocols vulnerable to spoofing and MITM attacks over TCP/IP and LLMNR, while implementing process to disable protocols via GPO. I confirm IT onboarding by establishing and updating IT procedures. I deliver routine software support in Lotus Notes through password resets and file transfers. I partner with various departments to deliver essential storage space for equipment, as well as oversee inventory receipts and relocations.• Completed Network Printer identification project for OPERA.• Delivered overall training to IT contractors tasked with decommissioning of Microsoft Windows 7 OS.• Executed required user backups and confirmed offsite connectivity monitoring by utilizing Spectrum.• Delivered end-to-end hardware/software assistance to Microsoft Operating Systems and assisted in decommissioning of Windows 7 OS during PC upgradation project.• Maintained file and print servers remotely during pandemic and rebuilt PGP triggered by Windows 10 updates crashes, while assisting rolling furloughs during COVID 19 shutdowns.• Oversaw remote PC builds project during pandemic, resulting in 100+ shipment of Windows 10 machines to various sites in two week time frame.• Supervised day-to-day training sessions and employee engagement in service desk ticketing system, while delivering Active Directory, SQL database, and end-to-end ITIL support.• Oversaw Google GSuite support to various users, enabling seamless transition from Microsoft Exchange server.• Confirmed monthly KPI guidelines are met as per set requirements by IT Manager, resulting in 95% average in time to proficiency, knowledge, and skill retention.• Diagnosed and troubleshooted various issues associated with SAP, Longview, and AX as per user needs. Show less

  • Information Technology Support Team Lead

    Jul 2023 - Jan 2024

  • IT Analyst

    Sept 2021 - Jul 2023

  • Help Desk Technician II

    Oct 2019 - Sept 2021

  • IT Analyst

    Jul 2019 - Oct 2019
• 

  The recording academy

  Oct 2020 - now

  Voting member
• 

  Imerys

  Mar 2024 - now

  Regional information technology manager

  Promoted to oversee IT support operations for customer care across North America. Spearhead initiatives to enhance IT service delivery, improve customer satisfaction, and maintain high operational standards for 4500+ users.Led regional strategy for IT customer care, ensuring alignment with organizational objectives and KPIs.Managed a team of help desk professionals and contractors, driving efficiency in ticket resolution and system support.Enhanced IT onboarding and training programs to boost team proficiency and knowledge retention.Established and maintained communication with cross-departmental leaders to implement innovative solutions for complex IT challenges.Oversaw infrastructure projects, including migrations and hardware/software upgrades, to optimize system performance.Streamlined inventory management and procurement processes, reducing costs while ensuring compliance with federal regulations. Show less