• Delivers personalized support and on-demand IT services & solutions.
• Fast-thinking and forward-moving, keeps users connected and on-task.
• Leverages ITIL-based processes to increase efficiency and speed up workflow.
• Relationship manager who makes friends and influences people.
• 10 amazing years on the people side of technological change.

TECHNOLOGIES
• Server 2016/2012/2008 • Azure AD • Exchange 2016/2013 • O365 • VMware.
• Windows 10/7 • Citrix Apps/Desktops • CRM • Dynamics • Intune • ServiceNow.
• G-Suite • MFA • SailPoint IIQ • SecurID • PowerShell • AWS EC2 • macOS • Ubuntu.
• Servers • Desktops •Laptops • Routers • Switches • Firewalls • Printers • Mobile.
• TCP/IP services (DNS, DHCP, SSH, SMTP, HTTP, FTP, SNMP, VPN, and SSL), wireless.
• VoIP • Avaya • Shoretel • Vonage • Polycom • Audio and video conferencing.

• 7-member team providing full-time identity account administration for 1,000's of users.
• O365 • Azure AD • Exchange Online • Lync • Network connectivity • Documentation.
• Azure AD experience used to manage user IDs, identity groups, and RBAC policies.
• Exchange know-how used to manage mailboxes, distro lists, Outlook connections.
• Prior knowledge of ServiceNow ticketing system used to leverage ITSM practices.

Anajet, Inc., Tustin, CA.
Technical Support Specialist
• Windows Server/O365/VMware/Win10 environment administration for 40+ users.
• Managed user expectations by managing service requests and keeping users informed.
• Minimized downtime and saved $ via high system-availability and user-connectivity.
• Leveraged VoIP know-how to manage Shoretel extensions, groups, back-ups.

Identity Access Management (IAM) Analyst

• Tier I/II support on team of 10 for 100+ Windows/Citrix/O365 users.
• Opened and closed ~10 tickets daily, logged requests in Service Desk Manager.
• Local O365 user migration, imaged/deployed 30+ systems, HP thin-client upgrade.
Comfort Keepers, Irvine, CA.
Help Desk Analyst
• SPOC provided Tier I/II remote support for 100+ franchisees.
• Logged requests in HelpSpot, accounts set up in SmartMail.
• Helped manage O365 migration and user configuration.

IT Support Engineer

• 5-member team supporting 70+ internal clients under Windows/Citrix environments.
• Worked with MSP to provide high-system availability and back-end support.
• Leveraged VoIP know-how to create Vonage extensions, groups, back-ups.
• Proactive local/remote support for corporate Windows and Citrix users.

System Administrator

• 10-member team supporting 200+ corporate users under Windows/Citrix.
• Resolved ~10-15 tickets in Track-IT daily with a ~ 90% first-call resolution rate
• Installed, deployed, configured, and updated Windows-based systems.
• Migrated PPB users to O365, migrated Independence Bank users to PPB.

Support Analyst

• Tier I/II support for 200+ users under Windows 2012/2008 environment.
• Active Directory, Exchange, Windows 10/7, Symantec, Avaya, VPN, MDM.
• Viruses/malware, installs, patches/upgrades, connectivity, mobile.
• Worked on team to migrate HGST Lotus Notes users to O365.

Help Desk Analyst II

• Tier I support for 1,000+ in-facing users under enterprise Windows/Citrix environment,
• Supported Active Directory, Exchange, Office, Windows XP, Citrix, VPN, Mainframe.
• Completed 20-30+ calls per day within a 15-minute turnaround at 85% resolution rate.
• Installations and upgrades, applications support, remote desktop, network connectivity.

Help Desk Technician III

Find out detailed information about Kurt Richardson,  in Irvine, CA

Kurt Richardson: in Irvine, CA

Kurt Richardson

Fullerton College

University of California