Kevin Bertrand

SUMMARY 

• Hands-on  computer hardware experience gained through DXC Client Site Services and Music & Arts
• Client facing experience - Users and Managers
• Organized and experienced in managing multiple responsibilities 
• Experience with: Windows 10, Windows Server 2012 and 2016, Linux, Microsoft Office (Excel, Word, PowerPoint and Access) 
• On-site printer support and maintenance
• Customer facing experience – diagnosing and troubleshooting user hardware and software issues.      Physical hardware and virtual machines
• HP Service Center and ServiceNow ticket systems:  assigning, accepting, updating, resolving and closing tickets 

WORK EXPERIENCE
Music & Arts – Corporate Headquarters, Frederick, MD                                    September 2022 – Feb 2024

Helpdesk Technician

• Use of ServiceNow Ticketing system
• Support Users remotely and on-site
• Image laptops and setup user hardware
• Creation and management of Help Desk Knowledge Base
• Manage calls to support users (corporate and retail) to sites across the US
• Configure User Permissions in Active Directory
• Setup Users in Data Analysis Expressions (DAX)
• Train Users on PC Imaging process

GSK/Pfizer Manufacturing Warehouse, Carlisle, PA                               September 2020 – Jan 2022

Professional Technical Support (DXC Employee)

• Sole onsite DXC employee providing support for entire location
• Computer refresh
• Support of Pfizer techs
• Inventory tracking and management
• Laptop maintenance
• Network troubleshooting
• Label printer configuration and troubleshooting
• Server support and maintenance
• On-call support for business critical assets
• Troubleshooting of Microsoft applications
• Decommissioning of assets for site closure

Pfizer Pharmaceutical, Remote Support and Client Site Help Desk      March 2020 – July 2020 

Professional Remote Technical Support (DXC employee)

• Support customers remotely 
• Application configuration and troubleshooting using NetSupport to remote in
• Installation of Brother and HP printers
• Remote into PCs to provide support
• Travel to other client sites to provide on-site support as needed 

Pfizer Pharmaceutical, Pearl River, NY                                         March 2019 – March 2020 

Professional Technical Support (DXC employee)

• Computer refresh
• Provide tech support to Pfizer Users via tickets or on-site Help Desk
• Installation of Microsoft OS (computer wipe, install)
• User IP configuration 
• Windows Desktop Support
• Add Users to Pfizer network
• User password reset
• Provided staffing of Business Tech Site Services Kiosk
• Computer hardware repair, maintenance, and upgrade
• New computer set-up for Users

Key Accomplishments

• Creation of Help Desk Knowledge Base, providing step by step instructions on key activities. Used by entire IT tech team
• Managed Pfizer PCNew Computer Refresh program for 200 users 
• Pfizer computer refresh program was planned for two (2) technicians.      I completed the program on my own – saving DXC the cost of hiring one (1) technician
• Consistently places as a top technician in the DXC Customer Satisfaction Survey
• Assigned to be the only Pfizer support on the GSK/Pfizer Joint Venture site

Dominican College, Orangeburg, NY                                             June 2018 – Aug 2018

Jenzabar, Inc. – IT Tech Support Intern

• Installation of computer stations
• Upgrade of computer software
• Trained in SQL and the organization of the Dominican College database
• Created reports using the Izenda Program, linked to a SQL database 
• Selected to attend annual Jenzabar Conference in Nashville, TN for employee training 

EDUCATION

Dominican College, Orangeburg, New York                                                         Dec 2018

Bachelor of Science in Computer Information Systems, Technology Support         

Academic Honors

• Alpha Beta Gamma:  Business Honor Society 
• Dominican College Academic Scholarship:      $10,000/yr. 

SUMMARY 

• Hands-on  computer hardware experience gained through DXC Client Site Services and Music & Arts
• Client facing experience - Users and Managers
• Organized and experienced in managing multiple responsibilities 
• Experience with: Windows 10, Windows Server 2012 and 2016, Linux, Microsoft Office (Excel, Word, PowerPoint and Access) 
• On-site printer support and maintenance
• Customer facing experience – diagnosing and troubleshooting user hardware and software issues.      Physical hardware and virtual machines
• HP Service Center and ServiceNow ticket systems:  assigning, accepting, updating, resolving and closing tickets 

WORK EXPERIENCE
Music & Arts – Corporate Headquarters, Frederick, MD                                    September 2022 – Feb 2024

Helpdesk Technician

• Use of ServiceNow Ticketing system
• Support Users remotely and on-site
• Image laptops and setup user hardware
• Creation and management of Help Desk Knowledge Base
• Manage calls to support users (corporate and retail) to sites across the US
• Configure User Permissions in Active Directory
• Setup Users in Data Analysis Expressions (DAX)
• Train Users on PC Imaging process

GSK/Pfizer Manufacturing Warehouse, Carlisle, PA                               September 2020 – Jan 2022

Professional Technical Support (DXC Employee)

• Sole onsite DXC employee providing support for entire location
• Computer refresh
• Support of Pfizer techs
• Inventory tracking and management
• Laptop maintenance
• Network troubleshooting
• Label printer configuration and troubleshooting
• Server support and maintenance
• On-call support for business critical assets
• Troubleshooting of Microsoft applications
• Decommissioning of assets for site closure

Pfizer Pharmaceutical, Remote Support and Client Site Help Desk      March 2020 – July 2020 

Professional Remote Technical Support (DXC employee)

• Support customers remotely 
• Application configuration and troubleshooting using NetSupport to remote in
• Installation of Brother and HP printers
• Remote into PCs to provide support
• Travel to other client sites to provide on-site support as needed 

Pfizer Pharmaceutical, Pearl River, NY                                         March 2019 – March 2020 

Professional Technical Support (DXC employee)

• Computer refresh
• Provide tech support to Pfizer Users via tickets or on-site Help Desk
• Installation of Microsoft OS (computer wipe, install)
• User IP configuration 
• Windows Desktop Support
• Add Users to Pfizer network
• User password reset
• Provided staffing of Business Tech Site Services Kiosk
• Computer hardware repair, maintenance, and upgrade
• New computer set-up for Users

Key Accomplishments

• Creation of Help Desk Knowledge Base, providing step by step instructions on key activities. Used by entire IT tech team
• Managed Pfizer PCNew Computer Refresh program for 200 users 
• Pfizer computer refresh program was planned for two (2) technicians.      I completed the program on my own – saving DXC the cost of hiring one (1) technician
• Consistently places as a top technician in the DXC Customer Satisfaction Survey
• Assigned to be the only Pfizer support on the GSK/Pfizer Joint Venture site

Dominican College, Orangeburg, NY                                             June 2018 – Aug 2018

Jenzabar, Inc. – IT Tech Support Intern

• Installation of computer stations
• Upgrade of computer software
• Trained in SQL and the organization of the Dominican College database
• Created reports using the Izenda Program, linked to a SQL database 
• Selected to attend annual Jenzabar Conference in Nashville, TN for employee training 

EDUCATION

Dominican College, Orangeburg, New York                                                         Dec 2018

Bachelor of Science in Computer Information Systems, Technology Support         

Academic Honors

• Alpha Beta Gamma:  Business Honor Society 
• Dominican College Academic Scholarship:      $10,000/yr. 

See above sections for full resume