Technical Support Customer Service

Kevin Eisert

Louisville, KY *****

*****.*****@*****.*** - 502-***-****

US Citizen - Authorized to work in the US for any employer

WORK EXPERIENCE

I.T. Analyst

Connextions/Optum - Jeffersonville, IN - June 2011 to April 2017

Cross-trained member of team providing 2nd tier internal, international support for hardware and software

issues to on-site as well as telecommuting employees, using the Service Now and Remedy ticketing systems, closing an average of 150 tickets per month. Repairing issues through telephone, email, and remote access when possible, and shipping replacement equipment when necessary.

Responsible for maintaining the day to day functionality of up to 1,200 individual work stations on site; Build out new work stations as account needs grow and/or change; replace worn or broken desktop components; Order, maintain, and distribute headsets and telephones for phone agents; Coordinate with vendors to recycle nonfunctioning equipment; Prepare classrooms for training of new phone agents. Assist management personnel with setting up email on handheld devices, such as smart phones. Attend annual HIPAA training.

Technical Support

NeuStar - Louisville, KY - March 2011 to June 2011

Verify WHOIS information, or track down the actual owner, for .us domain names; Updated domain record

keeping and developed a new method of maintaining informational archives. (As a temporary employee)

Counter Intelligence Agent

Geek Squad - Clarksville, IN - October 2010 to January 2011

Diagnose issues/problems with customer computers, check in units, perform hardware/software repairs,

fully document all actions taken regarding repairs, ship/receive units to/from service center. (As a Seasonal Employee)

Technical Support

Comcast - Knoxville, TN - July 2009 to April 2010

Assist customers on the phone, in a regional call center, with broadband internet, phone, and TV connection problems.

Technical Support

Insight Communications - Louisville, KY - November 2006 to July 2009

Assist customers on the phone, in a regional call center, with broadband internet connection and e-mail

problems.

Video Editor

Self Employed - February 2002 to November 2006

Take raw video footage and edit it according to the client's needs; take edited video footage and create new DVDs.

Operations Control Administrator

RagingWire Telecommunications - Sacramento, CA - January 2001 to February 2002

Monitor collocated client systems, with HPOV and command-line scripts, for any problems of any kind. Provide "help desk" coverage for client companies (change passwords, check PC settings, escalate problems and potential problems to the appropriate individuals or departments). Develop, implement and update policies and procedures for system monitoring.

Network Operations Systems Administrator

HearMe/Mplayer - Mountain View, CA - July 2000 to April 2001

Monitor production, servorum, voice presence, user, matchmaker, announcer and switchboard, apache, graph report, advertising, mail, HPOV, MCP and concentrator servers, and fix any problems that occur on each. Create and configure new accounts, manage e-mail alias lists.

Update system configurations as needed (new builds, bug fixes, etc.)

Customer Service/Technical Support

First Name Mail - Pleasanton, CA - January 2000 to June 2000

Integral part of site development from inception. Compiled requests for new domain names to be added and made recommendations for addition of names when demand reached certain levels. Assisted users with any and all problems related to e-mail services.

Systems Administrator/Technical Support Manager

BluegrassNet - Louisville, KY - January 1998 to January 2000

Administration of Unix servers

Set up new domains for web, ftp and mail access (virtual hosting and routing)

Manage Primary and Secondary DNS servers

Monitor disk usage and memory on web and mail servers

Ensure that daily tape backups are made and archived

Manage Technical Support Department

Hire, train and replace technical support personnel.

Ensure that phone lines are covered for all shifts.

Send appropriate personnel to customer locations for on-site service.

Manage employee shift and vacation schedules.

Assist customers with technical support levels 1 & 2

Assist customers with getting connected and troubleshooting problem connections.

Assist customers with obtaining, installing and configuring a variety of software.

Assist customers with their domains and virtual routing.

EDUCATION

Associate's in Electronics Engineering Technology

ITT Technical Institute

CERTIFICATIONS/LICENSES

HP Desktop and Laptop Repair

ADDITIONAL INFORMATION

TECHNICAL SKILLS

Experienced with Windows operating systems from Windows 3.11 up to an including Windows 10, UNIX, LINUX, HPOV, Microsoft Office Products, Apache, DNS and MX records, Various video, graphics and web-authoring software.

Personal and professional references available upon request

Contact this candidate