Kenny Ailor

Experience

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  US Army

  May 1989 - Nov 1995

  Military Police

  Conducted missions in support of overseas and stateside contingency operations; responsible for the professional development of soldiers; to include training, counseling, health, and welfare; accountable for the operational readiness and maintenance of tactical vehicles and law enforcement equipment valued over $100,000 without loss or damage in support of a community with over 50,000 members.

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  Nortel Networks

  May 2000 - Oct 2003

  Network Technician

  Supported and installed new telecommunications equipment on site for contracted clients.Partnered with client IT staff, operational business managers, and third-party providers to plan and execute installations,configuration, testing, and product turnover. Oversee on-time completion of key deliverable's. Provided periodic status reporting to senior decision makers.* Selected by senior management as the resource of choice to lead a multi-million dollar initiative in Des Moines, IA due to exceptional technical knowledge and superior client relationship management abilities. * Earned a reputation for delivering high-profile projects on time and under budget Show less

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  Tolt Service Group

  Apr 2005 - Jun 2008

  Regional Project Technician

  Provide exceptional customer service, troubleshooting, maintenance, repair, and recovery of failed IT hardware and Point of Sale Equipment in live retail and office environments. Demonstrated understanding across all technologies in using advanced troubleshooting techniques. Edit all aspects of trouble tickets assigned and provide comprehensive notes, resolution information, equipment information, and closure detail. Order and record usage of parts for all completed tickets. Maintain spare and parts inventory in company provided vehicle for multiple customer environments.* Complete ad hoc and project IT hardware installation tasks as needed.* Provide staging/integration services of IT hardware and software as needed.* Proficiency in repairing technology hardware to the sub-assembly level.* Maintain a strong sense of urgency in managing both Service Level Agreement (SLA) repair and inventory turn times* Provide accurate notation, billing, and parts order information.* Possess the Ability to work in adverse repair/installation environments and work independently as needed while being a strong team player Show less

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  SCI Consulting

  Jun 2008 - Jun 2009

  Help Desk Analyst

  Provide distributed desktop support and infrastructure maintenance, installation services, and problem resolution with Windows XP operating system. Apply complete understanding and develop an appropriate course of action for troubleshooting Windows applications, network connectivity, user accounts, network printing, and any other hardware/software related issues. Frequently apply problem solving skills under various constraints and stress.* Create, change, and delete user accounts per request using active directory. Reset passwords, unlock accounts, and create new DNS requests.* Identify, diagnose, and resolve recurring and incidental support issues for users of computer systems, software, hardware, and connectivity (network/internet).* Administer servers, desktop computers, printers, routers, switches,tablets, smartphones, software deployment, and security updates and patches when needed.* Understand the behavior of multiple software systems in order to deploy and, if necessary, troubleshoot problems when they arise and minimizing downtime.* Cleared the support ticket queue to zero for the first time in over 2 years within 3 months of arriving.* Play a key role in IT by decreasing the load of others and taking on more and newer responsibilities such as Xerox printers, Active Directory additions and deletions, account requests or approvals, and email. Show less

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  Bechtel Jacobs

  Jun 2009 - Mar 2013

  Manager, Telecommunications

  Serve as liaison between the workforce and clients earning confidence utilizing follow through and clear communication for numerous project activities that included planning, scheduling, budgeting, implementation and adherence to standards and procedures. Evaluate and select appropriate systems for the network group related to hardware, equipment, and protocols. Make informed decisions in a significant range of telecom activities during the life cycle of a project including the development, review, and execution of wired and wireless systems while always ensuring a value added environment to improve work processes. Install, test, and support LAN/WAN and telecom components such as data/voice switches and routers.* Cultivate valuable long-term relationships with clients, maintaining ongoing communication and facilitating solutions to address concerns.* Enhanced, refined, and customized telecom systems for individual client needs and worked with contract personnel to ensure successful installation at various sites.* Successfully completed numerous fiber and voice projects on time and within budget.*Play a significant role in bringing the company into the 21st century by upgrading systems with fiber and wireless systems.*Reduced the operating budget for telecom by nearly $500,000 for the year by creating a one device system, getting rid of pagers, replacing DSL with fiber, and instituting the Shore-Tel call system which decreased our phone costs from $23.00 monthly to around 21 cents by bundling the lines. Show less

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  Tolt Solutions

  Aug 2014 - Mar 2016

  Field Service Technician

  Provide end-to-end project management, technical support, and consulting to regional clients for business critical networks and systems on a broad range of technologies. Remedy all hardware, software, network, and printer issues at more than 100 customer sites having an average of 5 workstations, a windows based server, router, switches, wired and wireless equipment, and peripherals. Frequent on-site installations, upgrades, hot fixes, and configuration of a variety of hardware and software applications on workstations and servers.Track and assign charges to the appropriate account.* Assist with the support of core systems to include research, planning and implementation.* Ability to provide “wall to wall” service spanning multiple levels of support and numerous key technologies.* Unique ability to collect information in break/fix situations and get equipment back fully functional to minimize downtime.* Developed authoritative documentation detailing preferred practices for troubleshooting and supporting key systems.* Monitor trouble tickets online and maintain up to date information on time of arrival, on-site, part requirements, and ticket close with in-depth information of all activities performed.* Oversee, maintain, and service multiple pieces of equipment at mission critical sites to ensure 100% functionality of all hardware, software, and peripherals. Show less

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  American Medical Response

  Mar 2016 - Feb 2019

  Field Service Engineer

  Works independently and is responsible for consulting with business leaders within their assigned operating division to plan, design, install, configure and maintain technology solutions that support the local business needs. Serves as the local “go to” person for all technology needs and is available to key business leaders and users on a 24 hour/day 7 day/week basis to support mission critical systems. Independently uses system analytical techniques and procedures, including consulting with users, to determine all aspects of system functional specifications.Participates in key committees and attend meetings as required for good coordination of effort and proper communication of system status. Documents and revises procedures as needed.* Responsible for the procurement process in areas of requisition tracking, receiving, shipping and installation.* Responsible for documentation and maintenance of asset inventories. Works closely with AMR IT and operations management as well as the county EMS agency, and field staff to provide overall system support as required for proper system operation.* Responds to requests for technical assistance remaining on-call evenings and weekends for emergencies. Varied working hours may be required to accomplish technical solutions. Coordinates and conducts end user training sessions as needed.* Monitors and tunes systems to achieve optimum performance levels. Responsible for ensuring data integrity by evaluating, implementing, programming and/or managing appropriate software and hardware solutions.* Responsible for designing and implementing data/media recovery processes by implementing a schedule for system backups and database archive operations. Develops and maintains a comprehensive operating system hardware and software configuration database/library of all supporting documentation. Show less

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  Education Corporation of America

  Sept 2017 - May 2018

  Adjunct Instructor

  Plans and implements curriculum and educational programs for students within the Network Support Program. Communicates class content to students so that learning occurs, skills are developed, and students are motivated to learn and achieve their educational objectives.Duties and Responsibilities:• Develops the syllabus for each course assigned based on accreditor and department criteria. • Teaches the depth and scope of class materials as outlined in the syllabus and catalog and relates the instruction to careers and employer expectations. • Prepare and grades examinations based upon course objectives and published exam schedule and returns all assignments in a timely manner.• Implements evaluation for outcomes assessment, and achieves established results while maintaining college standards of student satisfaction. • Evaluate, design, and implement curriculum, testing, and/or teaching methodologies.• Make administrative and procedural decisions and judgments on sensitive, confidential issues, work effectively with diverse populations, and communicate materials competently.• Knowledge of teaching methods, curriculum, and education programs, teaching and facilitation skills.• Teach and control the behavior of students, knowledge of academic and/or vocational education curricula and the ability to apply relevant current education methodologies and techniques. Show less

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  U.S. Department of Veterans Affairs

  Oct 2019 - Oct 2019

  Information Technology Specialist

  IT