Ky Campbell

Documented incidents, recovery actions, and technical findings while providing feedback to engineering and operations teams. Recovered stranded autonomous vehicles and safely transported them to designated service locations. Diagnosed and troubleshot software, hardware, and connectivity issues, performing system reboots and recovery procedures when required.

Autonomous Vehicle Assistance Agent - TaskUs - Miami, FL

(2026-02 - 2026-04)

• Documented incidents, recovery actions, and technical findings while providing feedback to engineering and operations teams.
• Recovered stranded autonomous vehicles and safely transported them to designated service locations.
• Diagnosed and troubleshot software, hardware, and connectivity issues, performing system reboots and recovery procedures when required.

Global Ops IT Support - World Fuel / Kinect - Doral, FL

(2025-09 - 2026-01)

• Provided IT support for global operations teams and end users across multiple regions to ensure minimal downtime for business-critical systems.
• Acted as escalation point for Tier 1 support, troubleshooting/resolving complex hardware, software, and network issues across Windows 10/11 and macOS.
• Managed user identities, access, and group memberships using Azure Active Directory (Entra ID).
• Supported VPN connectivity, network configurations, and endpoint access issues, escalating to engineering teams when required.
• Oversaw full hardware and asset lifecycle: procurement, imaging, deployment, tracking, maintenance, and decommissioning.
• Followed ITIL-aligned workflows while handling tickets averaging ~20 daily. Documented root causes, resolutions, and procedures in ticketing systems to improve knowledge base quality and reduce repeat incidents; then applying this to create KB Articles.

IT Desktop Support Specialist - Renuity IT - Miami, FL

(2025-01 - 2025-06)

• Delivered Tier 1 and Tier 2 support for hardware, software, and network issues across diverse platforms.
• Managed user accounts, permissions, and group policies in Active Directory and Microsoft 365.
• Monitored IT service ticket queues using tools like ServiceNow or Jira, prioritizing and escalating incidents.
• Onboarded and trained new employees on IT tools and cybersecurity best practices.
• Collaborated on infrastructure upgrades and security patch rollouts.
• Documented technical procedures and solutions in internal knowledge base.

IT Helpdesk Technician - CBiZ EdwardJones - Remote

(2024-03 - 2024-12)

• Provided desktop/IT support via phone and chat, resolving software, hardware, and network issues under strict SLAs.
• Supported Microsoft 365 Apps, Salesforce, and PolyCom systems.
• Monitored network endpoints (switches, routers, access points) via Cradlepoint NetCloud.
• Managed user configurations in Active Directory.
• Escalated and documented incidents in ServiceNow while handling high ticket volumes.

IT Analyst / Helpdesk Analyst - Vaco - Remote

(2023-02 - 2023-12)

• Delivered IT support for MSP healthcare clients via phone, email, and chat to client and customer satisfaction.
• Used Active Directory for user management, including account unlocks and configuration.
• Managed high ticket volume from medical staff; installed and configured Windows and medical software.

B2B Advanced Technical Support - MCI Mass Markets (Optimum/Altice) - Remote

(2022-09 - 2023-02)

• Provided specialized white glove customer and technical support to business clients in the telecommunications industry.
• Diagnosed and resolved complex internet, cable, and VoIP issues.
• Configured static IP/POP3 email settings and performed system updates to enhance performance.

Bachelor of Science (B.S.) - Information Technology - Florida International University

Associate of Arts (A.A.) - Computational Science - Broward College