Brian Kelton
Jeffersonville
Summary
Technology Support Center Supervisor with a strong background in IT service management and process optimization. Demonstrated success in leading teams to enhance operational efficiency and user support through expertise in Cherwell and ITIL best practices. Skilled in improving first-call resolution rates and implementing solutions that reduce call volume. Effective communicator with proven leadership abilities that foster cross-functional collaboration.
Overview
18
18
years of professional experience
1
1
Certification
Work History
TSC Supervisor
LG&E-KU/PPL
Louisville
03.2013 - Current
- Scheduling and lead a high performing team that always met our goals with first call resolution, incident breaches, Service Request breaches, missed calls.
- Created and handled Major Incidents.
- Worked with other teams to implement strategies for efficiency, reduce calls and call times with major rollouts of workstations and applications.
- Cherwell Admin: Creating users, teams, security groups, locations, CMDB and table management items. Also creating and maintaining Dashboards, creating searches, reports, and Knowledgebase articles.
- Exchange Admins: Creating/Editing user and shared Mailboxes, Dist. Lists, Resources and troubleshooting client issues.
- Help create and maintain metrics used in the TSC thru Cherwell.
- Monitoring and reviewing employee/contractor calls.
- Mobile Device Admin: MFA Resets, sending loaner devices out, device enrollments and troubleshooting mobile devices.
- Created AD accounts for new employees/contractors, assigned to groups and share drives.
- Troubleshooting and using VPN and VDI.
- Scheduling, holiday, and volunteer tracking.
- Train new employees/contractors as well as current employees in new responsibilities.
- Problem Manager: keeping problems up to date, identifying possible problems and current problems that could affect our dept.
- Consistently at the top with calls taken and FCR for incidents as well as 100% Service Request on-time Resolution Rate.
Help Desk
UofL Hospital
Louisville
05.2011 - 04.2013
- Supported hospital employees use of hospital software and hardware by email, phone and in-person, desk-side assistance.
- Used Grouplink Ticket System.
- Supported hospital employees use of Microsoft Office products.
- Configured Apple products (iPad/Mac Computers) to use hospital systems.
- Troubleshoot and resolve Desktop/Thin Client (Wyse) issues.
- Worked with tech vendors to resolve issues.
- Used Remote Assistance, PuTTY, VNC to remote and fix issues.
- Check server temps, remote into servers to restart servers and services as needed to resolve issues.
- Install and troubleshoot VPN (Cisco AnyConnect) on Doctor's mobile devices.
Level 2 Support Analyst
QSR Automations Inc
Louisville
10.2007 - 05.2011
- Methodical troubleshooting of proprietary software/hardware as well as Setup, installation, configuration, bug tracking on pc/server.
- Troubleshoot and resolve networking issues (TCP/IP, UDP, hardware, software, server, NIC, or router/switch as related to our software/hardware).
- Phone and email support using SalesLogix ticket system.
- Demonstrating excellent people skills and experience handling high pressure situations with customers around the world.
- Wrote and assisted with writing knowledgebase guides and troubleshooting documents for our products. These were used in-house and with customers.
- Worked with vendor representatives to identify and fix issues with out software and hardware that customers could not fix.
- Maintained over 90% FCR.
- Worked with vendor technicians as well as the restaurant customers themselves.
Education
ITIL V4 Foundation -
ITIL V3 IT Service Operations -
ITIL V3 Foundation -
CompTia A -
HDI -
Skills
- Cherwell
- Incident management
- Problem management
- Employee training
- Team leadership
- Call center metrics
- Mobile device management
- Software administration
- VPN troubleshooting
- Service request handling
- Customer service
- Process improvement
- Cross-functional collaboration
- Technical support
- Knowledge management
- Conflict resolution
- Quality control
- Team building
- Employee development
- Priority management
- Attention to detail
- Task delegation
- Strategic planning
- Employee motivation
- Policy enforcement
- Schedule development
- Decision-making
- Performance management
- Analytical thinking
- Staff management
- Documentation and reporting
- Training and mentoring
- Process monitoring and improvement
- Experience in leadership
- Troubleshoot service issues
- Software Troubleshooting
- Hardware Troubleshooting
- Active Directory
- Exchange
- Mobile Devices/MDM
- 365 and Teams
- Problem Management
- Help Desk
Certification
- ITIL V4 Foundation
- ITIL V3 IT Service Operations
- ITIL V3 Foundation
- CompTia A+
- HDI
Affiliations
- Hobbies include woodworking ands sports portraits/photography
- Also dabbled in Youtube with my daughter at one time and also my brother.
Timeline
TSC Supervisor
LG&E-KU/PPL
03.2013 - Current
Help Desk
UofL Hospital
05.2011 - 04.2013
Level 2 Support Analyst
QSR Automations Inc
10.2007 - 05.2011
ITIL V4 Foundation -
ITIL V3 IT Service Operations -
ITIL V3 Foundation -
CompTia A -
HDI -
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