Customer Service Manager

Kevin J. Gainey

*** ******** ***, *********** ** 29466 843-***-**** ************@****.***

PROFESSIONAL SKILLS

• Information Technology • OPAS • BARS Remedy

• VBScripting • Information Security • Dameware

• Cisco Call Manager • VPN Networking • Microsoft Server 2003

• Networking • Information Security

• 95/98/XP workstations

PROFESSIONAL EXPERIENCE

Dell, North Charleston SC 12/10 – Present

Senior Support Analyst, Responsible for design functional, regression & negative test plans. Provide

operations & troubleshooting support for Business systems.

• Currently working on a Project through Boeing to support the Executive Staff as well as their Office

Assistants.

• Troubleshoot and resolve hardware, software, and connectivity problems, including user access and

component configuration.

• Record and maintain hardware and software inventories, site and/or server licensing, and user access

and security.

• Install, configure, and upgrade desktop hardware and peripherals to include; network cards, printers,

modems, mice and add-in boards.

• Work as a team member with other technical staff, such as networking to ensure connectivity and

compatibility between systems.

• Write and maintain system documentation.

• Select among authorized procedures and seek assistance when guidelines are inadequate, significant

deviations are proposed, or when unanticipated problems arise.

• Maintain confidentiality with regard to the information being processed stored or accessed by the

network.

• Document system problems and resolutions for future reference .

• Other duties as assigned.

Dell, North Charleston SC 7/2010 – 12/10

Workload Manager, Responsible for client site implementation of software and hardware utilized in

managing computing systems.

• Responsible for supervising the work of 6 to 8 technical employees to meet a 99% SLA. Migrated over

2,000 end users from Vought/Global Aircraft to Boeing.

• Boeing Executive Support

Kevin J. Gainey

PROFESSIONAL EXPERIENCE (Con’t)

Perot Systems, North Charleston, SC 3/2009 - 7/2010

Site Lead Tech, Responsible for

• Research and recommend hardware and software development, purchase, and use .

• Implemented a workload management process that improved the response time of the desktop support

team 25% thereby allowing the team to meet or exceed SLAs .

• Have had 16 continuous months of meeting SLAs and led to a 9.3/10 customer satisfaction rating, the

highest level ever achieved.

• Initiated a hardware reuse program to leverage existing client owned hardware lowering the quarterly

spend on IT hardware 15% saving the client $90K annually.

• Met all deadlines and made the necessary design and configuration modifications as needed to meet

customer requests.

• Responsible for supervising technical staff, training of customer employees and making on-site

software needs of the customer.

• Design, build and execute infrastructure plan. Install hardware, software and perform configuration

management changes

Stasmayer, Inc., James Island, SC (Contractual) 6/2008– 11/2008

IT Consultant,

• Directed newly created department, establishing process to provide incentives to design organization

production assemblies.

• Installed and maintained servers and desktops for law firms, health care services and customer service

establishments.

• Responsible for designing a network system for computerizing the clients system utilized for inpatient

and outpatient use. Involved in all aspects of system design.

• Part of a 6 person team responsible for on-site system requirement analysis.

State of South Carolina, Columbia, SC 1/2008– 6/2008

Help Desk Analyst, Took over poor performing project and instituted processes to deliver fully compliant

desktops.

• Provided phone support as well as on site support for the State supported medical facilities. Installed

and serviced PC’s and HP printers.

Certifications and Training

CompTIA A+ 2009 certification

Education

ECPI College of Technology, North Charleston, SC 2007 - 2009

Information Technology and Security

Strayer University, North Charleston, SC 2009 - present

Criminal Justice with emphasis of Computer Forensics

Awards

The National Society of Collegiate Scholars

References Available Upon Request

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