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Kyle McCall

Technical Analyst & IT Infrastructure Specialist
✉ me@kylem.cc 📱 720-369-4000 📍 Denver, CO 💼 LinkedIn 🌐 kylem.cc

Professional Summary

IT professional with 9+ years of experience and a knack for building knowledge base systems that actually work. Created KB solutions that boosted first-call resolution by 30% and cut training time by 40%. Skilled at turning messy information dumps into clean, searchable documentation that teams can actually use. Also experienced in cutting operational costs (saved companies up to 37%), keeping systems running smoothly, and implementing security solutions that exceed federal compliance standards.

Technical Arsenal

🏗️ Infrastructure & Systems

Active Directory, PowerShell, Windows Server, Windows 10/11, Linux, VMware, Asset Management, Network Administration, WordPress, LAMP

🎫 Ticketing Systems

Help Desk, Jira, Salesforce Service Cloud, SysAid, Zoho Desk, Plane

🔒 Security & Compliance

Cybersecurity, NIST Framework, SOC 2, PCI DSS, Security Auditing, Access Control

☁️ Cloud & Applications

Microsoft 365, Google Workspace, Salesforce, ServiceNow, Wiki Systems

💻 Development

Python, API Integration, Automation Scripting, HTML 5, CSS, TailwindCSS, JS, PHP

🎨 Multimedia

Adobe Creative Suite, Video Production, Broadcast Systems

Professional Experience

Care Synergy Network | Denver, CO
Technical Analyst
September 2024 - Present
  • ▶ Architected and deployed Wiki-based Knowledge Base System with approval workflow, empowering tier-one staff to maintain documentation and reducing knowledge gap incidents by 40%
  • ▶ Deliver mission-critical IT support to Hospice Nurses across multiple facilities remotely and on-site through SysAid ticketing system, maintaining 99.5% system availability for patient care applications
  • ▶ Enhanced asset management operations through automated tracking systems, improving inventory accuracy by 25%
  • ▶ Executed seamless hardware migrations across 5 Colorado locations with zero operational downtime
Mountain View Bank of Commerce | Westminster, CO
IT Coordinator & Lead Information Security Engineer
June 2023 - July 2024
  • ▶ Orchestrated MSP transition resulting in 37% cost reduction ($45K annual savings) and 30% faster ticket resolution for critical issues
  • ▶ Achieved 99% compliance rate in comprehensive federal cybersecurity audit, implementing enhanced controls for financial institution requirements
  • ▶ Automated routine tasks using PowerShell, Active Directory, and Microsoft 365 administration, integrating new platforms while avoiding $15K in MSP fees
  • ▶ Drove $20K annual maintenance savings through strategic process optimization and infrastructure modernization
Locus Robotics | Remote (HQ: Boston, MA)
Senior Support Specialist
August 2021 - July 2023
  • ▶ Streamlined ticketing triage process using Salesforce Service Cloud and Jira for automation robotics service desk, achieving 30% increase in first-call resolution
  • ▶ Developed comprehensive knowledge base documentation following IT service management best practices
  • ▶ Designed and delivered technical training program covering Robot RMA processes, Salesforce issues, and documentation standards, onboarding 12 new team members
  • ▶ Performed on-site robotics repairs across Rocky Mountain region, maintaining 98% customer satisfaction during technician shortages
KTWO Media | Casper, WY
Lead Master Control Operator
February 2015 - September 2018
  • ▶ Maintained 99.9% broadcast uptime for statewide Wyoming television network through proactive monitoring and rapid issue resolution
  • ▶ Produced and edited multimedia content for prime-time broadcasts using Adobe Creative Suite (Premiere Pro, After Effects, Photoshop, Audition)
  • ▶ Developed comprehensive troubleshooting documentation and trained 8 technicians on equipment operation and maintenance procedures

Education

Bachelor of Arts in Broadcast Journalism

University of Wyoming
In Progress (2024-Present)

Associate of Arts

Casper College
2010-2012

Side Projects

UI Development Specialist

Blind Date Game | MentalPop.ca
Built HTML/CSS interface components for commercial Steam release with 500+ positive reviews

IT Support Specialist

Gamma Space Cooperative | Canada
Remote technical support for game developers with workflow optimization tools