Kenyatta Mason

Qualifications

Superior attention to detail, and able to identify goals and priorities and resolve issues in initial stages.  An instinctively intuitive, polished professional with excellent judgment & demeanor: A very effective team leader, with excellent communication skills.

Professional Experience:

August 2015 – Current                  Amtrak/Disys                                                           Sandy Springs, GA Service Desk Analyst

·         Provide technical assistance and support related to computer systems, hardware, or software

·         Walk customer/employees through problem solving steps concerning mobile and hand held devices

·         Resolve technical with local area Networks (LAN), wide area networks (WAN) & other systems

·         VPN Set up and troubleshooting

·         IT Infrastructure & server configuration

·         Active Directory system administration

·         Utilize Help Desk ticketing system to track issues and document resolution

·         PC imaging and deployment and asset management

·         Email and Spam maintenance support

Oct 2012- July 2015                                            Statefarm- Randstand                                                                         Dunwoody, GA

Unified Communications (UC) Tech Support Analyst-Network:

·         Provide Day 2 support for agents and associates transferring from analog voice communications (PBXs, key systems) to Cisco Unified Communications

·         Implements, integrates, and supports State Farm infrastructure with technical applications and related vendor software/hardware   

·         Providing business application support for Statefarm agencies nationwide & Canada

·         Providing Cisco phone support for all State Farm Agents and Associates across the US by usingeffective communication with technical and non-technical staff.

Oct 2007 – Nov 2011              

Sprint/Nextel

Norcross, GA

·         Business Dedicated Care Representative: Dedicated to assisting Sprint Business Customers that carry 25 – 800 lines of service

·         Managed between 65 – 75 high risk/high maintenance accounts

·         Provided technical support for Blackberry, Android, I-phone, Samsung HTC & several other cellular types & brands.

·         Examined accounts for pre-overage maintenance and detailed billing reports

·         Processed weekly progress status reports on malfunctioning cell towers

Education

August 1994 – May 1997

Fayetteville State University

Fayetteville, NC