Kent Blake

**** **** ***** *. ( Germantown, TN **138 ( Cell 901-***-**** (

abkw6d@r.postjobfree.com

Objective

Technical Support/ Training/Documentation efforts directed to increase

sales and Company profits.

Core Competencies

- Technical Support (40,000 - ITIL Familiarity - Active Directory

closed tickets) - Problem Determination - Comm Vault

- Root Cause Analysis - O/S: Win2000, XP - Departmental Consultant

- Training - Software/HW - Video Conferencing

- Attentive to Detail - BES Server - Documentation

- Project Management

Professional Experience

Incident Manager / Technical Support

August 2007 - Present

First Horizon

. Manage escalated critical incidents defined as outages affecting

multiple branches, online banking systems, ATM's, check processing and

other services with widespread customer impact.

. Open bridge calls pulling in relevant IT groups such as Network

Engineering, Mainframe, Business Systems, Telecom, Client Services,

and vendors; IBM and ATT.

. Working as a Critical Incident Response Team, (CIRT), we define the

problem and implement the solution(s) to return systems to an

operational status.

. Write hourly updates for senior management, every hour on the hour,

during critical incident events.

. Run a conference call with managers of 15 departments at 8 AM every

day and produce a morning checkpoint report on IT status across the

enterprise.

. On call 24x7 every other week.

. Extensive reporting on all aspects of priority 1 incidents each week

including root cause analysis. This is an ITIL-influenced environment.

Tracking software is HP/Peregrine Service Center, utilizing most

modules.

. Promoted from FTN Bond Division where I supported Sales operations on

the trading floor.

Cutomer Support Manger July

2006 - June 2007

Interactive Solutions, Inc

Managed the activities of a help desk, service department and the Managed

Services Group.

. Help Desk: Introduced a ticketing system to track problems and new

installations. Researched a product, aggressively negotiated with the

vendor on pricing, configured the software and trained our users on

TechExcel CRM 6.1 Project completed months ahead of schedule and on

budget.

. Service Department: Dispatched technicians. Evaluated service requests

from our five-state coverage area and paired the request with a

technician. Communicated directly with the customer following complex

service issues to ensure satisfaction.

. Managed Services: Supervised several employees who worked full time at

customer sites running unusually complex video conferencing, bridging

and full-room A/V integrated conference centers.

Hartford Steam Boiler Inspection and Insurance - Hartford, CT

August 1997 - June 2006

Tech Support - Level 2.

Logged the most calls 7 of 8 years.

. Software: Windows XP/2000, MSOffice, Lotus Notes 6, IE, VPN,

WebEx/Interwise, Norton Ghost, Outlook, Peregrine and Heat, VNC,

Hardware: Dell Desktops and Laptops, Routers/Switches,

Scanners/Fax/Copiers, Broadband Routers.

Education

University of Mississippi, BA. Oxford, MS

Certifications

Microsoft: MCP XP, CompTia A+; Dell Warranty Parts Direct - Servers,

Laptops and Desktops.

Dell Premier Technician authorized to order Dell warranty parts without

Dell involvement

Documentation and Training

Authored hundreds of pages of technical documentation and technical journal

pieces for the following magazines and web sites:

SupportWorld HR Magazine

Tech Republic Law Practice Management

Redmond Magazine Managing Office Technology

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