Service Software

Kevin Hillis

*** ******* **.

Danville, Al ****9

Cell: 256-***-****

WORK EXPERIENCE

June 2009 through Present EMCO Technologies (Lockheed Martin)

*** ******** ****, *******, **. 35758

1st Shift Team Lead/PC Analyst II

. Provides telephone support to end users

on a variety of issues; identifies,

researches and resolves technical

problems

. Responds to telephone calls, email and

personnel requests for technical

support, tracks and monitors the

problem to ensure a timely resolution

. Resolves PC software configuration

problems and remotely installs software

products or approved patches

. Troubleshoots computer problems,

performs hardware and software

diagnostics and coordinates needed

repairs

. Resolves computer system problems,

including coordination between users,

product line Specialists and components

of the Local Area Network support staff

. Diagnoses, isolates and analyzes

problems utilizing historical database

records

. Documents user's problems through the

use of an online problem management

system including opening, updating

status and closing problem tickets

. Monitors problem ticket queue to ensure

all assigned tasks are completed within

specified metric requirements

. Handled escalations from disgruntled

users.

. Supervised (Team Lead) 50 to 70

employees at any given time

January 2003 through September 2008 Comcast Cable

2047 Max Luther Drive, Huntsville, AL

35810

Commtech Level 5 Senior Service

Technician

. Successfully completed Comcast

University in approximately 3 years,

which consists of 5 classes followed by

online testing and field practicals.

. Employee of the Month, March 2006

. Worked as Interim Network Assistant for

3 months.

. Assist in training new hires in

troubleshooting computers and cable

modems.

. In the past year, Comcast has launched

phone service to the public which I

obtained knowledge for troubleshooting

and installation phases of this new

technology VOIP.

. Assisted in implementing a business

class service team to troubleshoot

basic network/VOIP problems that

companies are faced with on a daily

basis.

. In charge of scheduling service calls

and routing work accordingly.

January 2000 through May 2008 NetReign Communications

414 Ardmore HWY, Fayetteville, TN 37334

Owner and Supervisor

. Launched cable modem services for

Comcast Cable Florence Division.

Employed and supervised 7 Network

Technicians.

. Trained Comcast Technicians of the

Florence Division to troubleshoot and

install after our contract expired.

. Structured wiring of new homes and

business for cat5, rg6, and wireless

networks are implemented throughout the

facilities.

. Performed all types of PC repair for

residential, as well as business class

customers.

. Set up home networks and small servers

for various situations.

February 1999 through December 2001 Helms Cable Contractors

3208 8th Avenue, Huntsville, AL 35805

. Basic Cable Construction, advanced to

Cable Modem Installer. Learned fiber

splicing, mainline installation, LAN,

WAN network and phone installation.

. Operated directional boring machines

and supervised a team of three

employees in underground construction

EDUCATION

August 2008 through Present Calhoun Community

College

102B Wynn Dr. Huntsville, Al 35805

. Studying Computer Information

Systems, graduation date set for

December 2010

August 1998 through December 1999 Martin Methodist College

433 West Madison Street, Pulaski, TN

38478

. Concentration in Computer Science

and Business Administration.

CompTia (Computer Technology Industry

Association) www.comptia.org

. CompTia Security Plus

. 70-271 Microsoft Certified

Profesonal

. Currently working on Network Plus

Contact this candidate