Kevin Bertrand
It Support specialist
Talent
Libertytown, FrederickMember since February 23, 2025
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About
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
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
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
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
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
- 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
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
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.
Experience
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
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
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
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
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
- 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
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
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.
Education
See above sections for full resume
