Kevin Edison

Kevin Edison has worked in various roles in the IT Service Desk Management field since 2011. Kevin started their career as an IT Service Desk Manager at Kickapoo Lucky Eagle Casino, providing 24/7 network and applications support. In 2014, they became the IT Services Manager and Manager of Support Services at PCPC Direct, Ltd., where they managed a team of 16 Level 1 and Level 2 Support Desk Technicians and was involved in placing data and network security solutions. From 2018 to 2019, they worked as a Service Delivery Manager at Hemmersbach and Robert Half Technology @ Weir Group, managing the IT Transitional Service Agreements of a recently divested division and ensuring agreed upon service levels during the transition period. In 2021, they began working as an IT Service Desk Management Consultant at Pivot Point Consulting, a Vaco Company, Randstad Technologies US, Arch Staffing & Consulting, and RedSalsa Technologies, where they were responsible for optimizing and configuring ManageEngine ServiceDesk Plus, developing and implementing best-practice based internal Help Desk Service Level Agreements (SLAs) and Standard Operating Processes (SOPs), and improving operational efficiencies through implementation of IT Service Desk best practice processes and procedures. Kevin is currently working as an IT Service Desk Management Consultant at Resolute Consulting Group, focused on improving workflows and applying automation for Service Requests.

Kevin Edison has an educational background that includes a Bachelor of Science in Computer Science from Central State University, as well as a high school diploma from Wilkinsburg Senior High School. Additionally, they have obtained certifications from UiPath - Robotic Process Automation, AXELOS Global Best Practice, and Amazon Web Services (AWS). These certifications include the UiPath RPA Robotic Process Automation Business Analyst Foundation Certification (obtained in August 2020), ITIL V3 2011 Foundation (obtained in September 2013), and AWS Certified Cloud Practitioner (obtained in April 2018).