Kenneth Popp
Brentwood
Summary
With a proven track record at Cepheid and Fisher Investments, I excel in leading IT service teams to surpass SLAs, enhancing system efficiencies and user satisfaction. Expert in ServiceNow and adept at people management, I've driven significant improvements in technical support, achieving over 95% SLA compliance through strategic leadership and innovative solutions.
Overview
9
9
years of professional experience
Work History
IT Service Desk Manager
Fisher Investments
08.2022 - Current
- Manage a team of 10 technicians across 2 sites, providing technical support for over 5000 users
- Create reports and dashboards to track and ensure SLAs are being met by the team
- Handle customer escalations
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and offer available solutions.
- Conduct bi-weekly 1-on-1s with all technicians
- Build and update Service portal items and workflows in ServiceNow
- Developed and implemented Service Level Agreements (SLAs) in accordance to company standards
- Managed life cycle replacement of hardware and software.
- Managed Major Incident Management process
IT Client Services Coordinator
Cepheid
06.2021 - 08.2022
- Manage 20 offshore and 30 onsite consultants, providing technical support to over 12000 users
- Conducted bi-weekly 1-on-1 meetings with consultant leads to ensure tasks and SLAs were being met for the team and providing constructive feedback to help improve the team when required
- Build portal items and workflows in FreshService
- Supported rapid growth of business during Covid Pandemic. Averaged 120 new hires per week for nearly 18 months. Company grew from ~5000 employees globally pre-pandemic to ~12000 currently
- Manage day-to-day team stats ensuring SLAs for calls and tickets are met
- Write training documentation for all consultants to follow
- Created documentation guidelines and processes for the team to follow to upload new documentation to Confluence and have it regularly reviewed by senior technicians
- SME for SecureDoc Encryption Software including management of servers used
- Project tasks for new processes and applications being deployed to support the business and secure our network
- Business Relationship Manager (BRM) for multiple departments
- Manage Client Services budget - Procurement of hardware and peripherals
- Major Incident Management - Driving process for involving all required SMEs to help resolve outages
- Created Continual Improvement Register (CIR) through Microsoft tasks to make it easy for the team to report process improvement ideas and had weekly meetings to discuss implementing these ideas
- Server Management on Windows Server 2008, 2012, and 2016
- Installed, configured, and managed hardware and software applications
- Created and maintained user accounts, profiles, and privileges in Active Directory
- Monitored network performance and troubleshot network and system issues
IT Client Services Lead
Cepheid
07.2019 - 06.2021
- Ensure Client Services team is meeting SLAs on tickets and calls and provide coaching when not met
- Responsible for training all new technicians
- Responsible for interviewing and selecting technicians for open positions
- Responsible for quarterly ordering of hardware and peripherals for new hires, break/fix, and upgrades
- Project Management tasks for migration from Windows 7 to Windows 10
- Built image for Windows 10 and integrated Veeam as our ghosting application to image new hardware
- Worked with Infosec team to "Harden" the image using LGPO tool to apply required policies
- Project tasks for Office 365 migration from Office 2010
- Remote Support Via Beyond Trust/Bomgar
- Provision of accounts and settings for Bomgar
- Print Server Management
IT Client Services Tech II
Cepheid
04.2018 - 07.2019
- Tier 2 escalation point for Tier 1 technicians
- Provided training for new technicians
- Tier 2 support for Infrastructure, Infosec, Network, SAP, and other Corporate applications
- Averaged 300 - 400 tickets per month
- Support Network MFP Printers from Toshiba, Konica Minolta, and Ricoh
- Remote support via TeamViewer
- Manage and Provision Team Viewer accounts for Service Desk team
Service Desk Technician
Cepheid
04.2016 - 04.2018
- Phone support averaging 150 - 200 calls per month
- Average of 200 - 300 tickets per month with over 95% SLA
- Asset Management project implementation - Tested and determined the best software to use and implemented it (GigaTrak). Added all hardware to GigaTrak. Created Asset Managment process for Service Desk team to ensure all hardware was added and tracked properly in GigaTrak
- Responsible for all system deployments. Imaging, domain add, profiling, data transfer
- AD Managment - Account unlocks, Password resets, Distribution List and Security Group creation and management, Shared/Service Account creation and management, Shared mailbox management
- Exchange Server Management
Education
ServiceNow Certified System Administrator -
ServiceNow
Online01-2023
ITIL v4 Certification -
Certprime
Online01-2021
Software Asset Management Certification -
IAITAM
Online01-2018
HS Diploma -
Branham High School
San Jose, CA01-2008
Skills
- People Management
- Communication
- Budget Management
- Training
- Documentation
- Windows XP, 7, 10, 11
- Mac OS
- ServiceNow
- IOS and Android Management
- Print Server Management
- SCCM
- Incident management
Timeline
IT Service Desk Manager
Fisher Investments
08.2022 - Current
IT Client Services Coordinator
Cepheid
06.2021 - 08.2022
IT Client Services Lead
Cepheid
07.2019 - 06.2021
IT Client Services Tech II
Cepheid
04.2018 - 07.2019
Service Desk Technician
Cepheid
04.2016 - 04.2018
ServiceNow Certified System Administrator -
ServiceNow
ITIL v4 Certification -
Certprime
Software Asset Management Certification -
IAITAM
HS Diploma -
Branham High School
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