KEVIN MONROE
Fresno,CA
Summary
Dynamic Service Desk Analyst II with 6+ years of IT experience specializing in technical support, system administration, and EHR solutions. Proven ability to lead IT teams, optimize service desk workflows, and drive process improvements. Adept at mentoring junior analysts and delivering high-impact IT solutions. Passionate about leveraging technology to maximize efficiency and enhance user experience. Seeking to contribute expertise in Active Directory, Office 365, and NextGen EHR to an innovative organization.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Desk Analyst II | Team Lead
Ohio Shared Information Services
08.2022 - Current
- Led and optimized service desk operations, ensuring adherence to ITIL best practices
- Spearheaded troubleshooting & resolution for complex NextGen EHR issues, reducing downtime
- Provided technical leadership & mentorship, training junior service desk analysts to enhance team expertise
- Automated & improved ticketing workflows, boosting response efficiency by 30%
- Developed and implemented strategic IT solutions, improving security and system reliability
- Coordinated major incident responses, collaborating with cross-functional teams to minimize disruption
- Conducted weekly performance reviews, enhancing service desk efficiency
- Created and maintained comprehensive IT documentation for knowledge sharing
Internal IT Support Technician
Livingston Community Health
07.2017 - 08.2022
- Provided expert-level technical support for workstations, printers, laptops, telephones, label printers, and critical medical equipment
- Assisted staff via phone, remote support, or on-site visits, troubleshooting application, device, and system issues, including NextGen EHR
- Installed, upgraded, and maintained network systems, servers, LAN/WAN infrastructure, and security software
- Provided full hardware maintenance and administration support, optimizing IT workflows and efficiency
- Led technology-driven expansions, helping scale operations by launching two new clinics
- Developed cost-effective hardware placement strategies, increasing staff productivity while reducing costs
Machine Operator & Process Technician
Berry Plastic Corporation
11.2016 - 11.2017
- Managed tooling operations for plastic manufacturing, ensuring optimal efficiency and minimal downtime
- Set up, calibrated, and operated machinery, including injection molding machines, extruders, and blow molding equipment
- Conducted regular inspections and preventative maintenance, reducing breakdowns and increasing productivity
- Collaborated with engineers and production supervisors to implement process improvements
- Resolved complex tooling and equipment issues, minimizing disruptions and keeping production on schedule
- Trained new technicians on tooling operations, safety protocols, and quality control standards
IT Technician & CNC Operator
U.S. DIE Services / U.S. Steel Rule Dies
07.2010 - 06.2016
- Installed, maintained, and repaired CNC machines, optimizing precision in die-cutting operations
- Designed custom cutting dies using CAD software, ensuring high-accuracy manufacturing
- Operated laser cutters and CNC equipment, fabricating cutting dies per design specifications
- Conducted quality control inspections, ensuring high standards and adjusting specifications as needed
- Implemented and maintained preventative maintenance programs, reducing machine downtime
- Worked closely with production teams, troubleshooting die-cutting process issues and maintaining efficiency
- Managed inventory levels and coordinated with suppliers to ensure an uninterrupted production cycle
- Enforced safety protocols and workplace procedures, maintaining a compliant and secure environment
Education
Bachelor of Science - Information Technology
Southern New Hampshire University
Manchester, NH01-2020
High School Diploma -
Buhach Colony High School
Atwater, CA01.2009
Skills
- Windows
- MacOS
- Linux
- SolarWinds
- ConnectWise Manage
- Control Up
- Screen Connect
- Active Directory
- Office 365 Administration
- NextGen
- TCP/IP
- DNS
- DHCP
- VPN
- Desktops
- Laptops
- Printers
- Scanners
- Mobile devices
- RDP
- Team Viewer
- Forti Client
- TS Print
- AD Manager Plus
- Service desk operations
Websites
Certification
- ITIL v4 Foundation Certification, In Progress
- CompTIA A+ Certification, Planned
- Microsoft 365 Certified: Modern Desktop Administrator Associate, Planned
Timeline
Service Desk Analyst II | Team Lead
Ohio Shared Information Services
08.2022 - Current
Internal IT Support Technician
Livingston Community Health
07.2017 - 08.2022
Machine Operator & Process Technician
Berry Plastic Corporation
11.2016 - 11.2017
IT Technician & CNC Operator
U.S. DIE Services / U.S. Steel Rule Dies
07.2010 - 06.2016
Bachelor of Science - Information Technology
Southern New Hampshire University
High School Diploma -
Buhach Colony High School
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