Kenneth Manning is seeking a challenging position applying his hands-on experience in information technology. He has over 8 years of experience in help desk roles providing technical support via phone, email and remote access. He has extensive skills installing, maintaining and troubleshooting various computer operating systems, hardware and software. He also has experience building and maintaining local networks.

1. Kenneth E. Manning
6000 Cool Springs Drive ~ Arlington, TX 76001
817-449-5451 ~ kenneth.manning@yahoo.com
Career Objective
To obtain a challenging position where professional growth is achieved by providing an opportunity to apply the
hands-on experience I have gained through my education.
Computer Skills and Abilities
• Install, configure and maintain various Windows operating systems including Windows 2000,
Windows XP, Windows Vista, Windows 7, Windows 8.1, Server 2003/2008, Fedora 12 and Mac
OSX.
• Assemble personal computer systems including installation of motherboards, modems, sound/video cards,
network cards, CD drives, floppy disks, circuit boards, memory and related peripheral devices.
• Posses an understanding of theories related to DOS, computer architecture, GUI and project planning.
• Wire accordingly for the installation of property management network systems.
• Troubleshoot and replace faulty hardware including disk drives, network cards, hard drives and peripherals.
• Utilize Microsoft Office and Internet applications including Word, Excel, PowerPoint, Access, Internet
Explorer and Outlook.
• Work with and understand DOS and Linux fundamentals.
• Experience building and maintaining Local Area Networks.
• Demonstrate working knowledge of TCP/IP protocol.
• Possess in-depth knowledge of computer hardware and software installation and use complimented by
excellent communication and customer service skills.
Education
ITT Technical Institute, Arlington, TX June/2008 – December/2011
Associate of Science Degree
Information Technology-Computer Network Systems
Graduation: December 2011
Cumulative GPA: 3.50
Employment History
Apex Systems, Fort Worth, TX March/2015 - Present
Contractor/Help Desk Specialist
• Provide phone, chat and in-person support to DR Horton end users on a variety of IT related issues and requests.
• Research and resolve hardware, software and network connectivity issues which consist of, but not limited to
Microsoft products(Office 2010-2013, Outlook, Windows 7 & Windows 8.1, Surface Pro 2&3), Dell laptops & tablets,
Windows phones, various printer setups, VPN connectivity via Cisco AnyConnect, wireless network
connectivity(DRHX/DNet5), software installations, etc.
• Perform password resets and account unlocking via Active Roles (Active Directory).
• Remotely troubleshoot software and application issues via VNC (Virtual Network Computing).
• Perform corporate migration of end users from Windows 7 to Windows 8.1.
• Image corporate computers in UEFI platform.
• Install and configure all necessary software/applications on new Dell laptop and Windows Surface Pro tablets.
• Push necessary software to end users computers via SCCM.
• Move end users to correct OU in Active Roles (Active Directory).
• Schedule pick up of old laptops with end users to transfer data from the old laptop to new laptops via Windows
Easy Transfer.
• Map local printers and network drives to new laptops before deployment to end users.
• Deploy new laptops to end users and setup new laptops with current or new monitors, scanners and printers.
• Add necessary printers to print server.
• Make corporate deliveries within the DR Horton Corporate Tower, which consisted of, but not limited to printers,
toner, cables, etc.
• Document and track details of issues, both status and resolution within the Corporate Help Desk tracking system
(Track IT).

2. • Work on open work orders between calls that have not been resolved.
AIG, Fort Worth, TX November/2014 – March/2015
Service Desk Analyst
• Handle inbound calls/email from international and U.S. AIG employees and Senior Executives with technical issues
and requests.
• Assist users with hardware, software and remote access issues, which consist of, but not limited to laptops,
desktops, printers, mobile devices(iPhone, iPad, Android & Blackberry), device apps, Microsoft products, remote
access (Juniper/Neoteris & Junos Pulse VPNs), Mobilecon (Wi-Fi), GOOD application, Airwatch, wireless
connectivity, Citrix (XenDestop, XenApp & Wyse Terminals), escalations, etc.
• Perform password resets via Active Directory, Radius, Mainframe, iManager, Talent Connection, SAP, BES for
Blackberry and various others.
• Remotely troubleshoot software and remote access issues via Bomgar and KO (Knowledge Base).
• Assist users with Outlook issues consisting of .pst files, rebuilding profiles, etc.
• Create incident and request tickets via ServiceNow ticketing system.
• Escalate tickets to appropriate resolver groups.
• Work on open tickets between calls that have not been worked/resolved or assigned to correct resolver groups.
Modis, Fort Worth, TX January/2014 – November/2014
Contractor/Help Desk Analyst/Desktop Support
• Handle inbound calls/email from international and U.S. AIG employees and Senior Executives with technical issues
and requests.
• Assist users with hardware, software and remote access issues, which consist of, but not limited to laptops,
desktops, printers, mobile devices(iPhone, iPad, Android & Blackberry), device apps, Microsoft products, remote
access (Juniper/Neoteris & Junos Pulse VPNs), Mobilecon (Wi-Fi), GOOD application, Airwatch, wireless
connectivity, Citrix (XenDestop, XenApp & Wyse Terminals), escalations, etc.
• Perform password resets via Active Directory, Radius, Mainframe, iManager, Talent Connection, SAP, BES for
Blackberry and various others.
• Remotely troubleshoot software and remote access issues via Bomgar and KO (Knowledge Base).
• Assist users with Outlook issues consisting of .pst files, rebuilding profiles, etc.
• Create incident and request tickets via ServiceNow ticketing system.
• Escalate tickets to appropriate resolver groups.
• Work on open tickets between calls that have not been worked/resolved or assigned to correct resolver groups.
RANDSTAD TECHNOLOGIES, Irving, TX August/2013 – November/2013
Contractor/Helpdesk Support Analyst/Customer Support Representative
• Handle inbound calls from State Farm employees and Agents with technical issues.
• Assist customers with hardware and software issues which consisted of, but not limited to laptops, desktops,
printers, mobile devices, device apps, Microsoft products(Office, Lync, SharePoint, Publisher, etc), Adobe products,
Quicken, Lotus Notes, PDF Creator, Good For Enterprise, Internet Explorer, Secure Login, Password Resets, etc.
• Remotely troubleshoot software issues via NetOp Remote Control and eGain Knowledge Base.
• Create incident tickets through HP Service Manager.
• Escalate tickets to appropriate workgroups.
FNS SYSTEMS, Grand Prairie, TX January/2012 – August/2013
Contractor
• Provide hardware/ software support for various clients onsite.
• Perform password resets in Active Directory, setup/disable users in Active Directory and setup users in Microsoft
Outlook.
• Perform hardware support for Desktops and Laptops.
• Perform support for MetaSolv/M6 Workflow Provisioning Software (Oracle Production Suite).
• Perform support for Next Gen Technologies i.e. IP, Frame Relay/ACM.
• Document error messages found in MetaSolv/M6 software in Trouble Management Tool.
CENTRADA SOLUTIONS, Irving, TX March/2011 – January/2012
Call Coordinator/IT Support
• Handle inbound calls from hotel employees and managers to provide IT support. Hardware/software
troubleshooting and password resets in Active Directory. Setup/disable users in Active Directory and setup and
configure Microsoft Outlook for users. Determine where to escalate IT Help Desk tickets.

3. TELVISTA, Dallas, TX May/2010 – March/2011
Technical Support Agent
• Handle inbound calls from Verizon Business DSL customers with technical issues.
• Assist small business DSL customers with problems connecting to the Internet via Wireless or Hard-wired, Wi-Fi
Hot Spots (DSL and FiOS customers); configure modems, routers and computers (PC and Mac) with correct
protocols (DHCP, PPPoE & Static) over TCPIP and configure email clients such as Outlook Express. Also assist
DSL customers with password resets, computer sharing via “Go to Assist” to assure proper functionality.
• Use troubleshooting techniques such as Ping, Trace route, etc.
• Assist tech support agents while on calls with customers via general questions line or floor walking.
SPRINT, Fort Worth, TX November/2008 – April/2009
Technical Support Specialist
• Handle inbound calls involving technical issues.
• Assist customer issues with handsets, features, and services provided by Sprint such as internet access, games, ringers, text
messaging, instant messaging, and downloads.