Customer Service Technical Support

ROGER S KENNEDY

770-***-**** **********@*******.*** www.linkedin.com/in/roger-kennedy-18888336

Professional Summary

Customer Service/Technical Support Representative focused on resolving user software inquires across a variety of platforms seeking to bring outstanding technical knowledge to a rapidly growing company.

Skills Microsoft Office Suite 360

IVR programming SQL Server

Tier II Technical Support Closed Circuit TV

Customer Service Professional Supervisor Experience

Voice over IP POS

LAN/WAN/SAN Service-Now & Remedy.

Work History

Professional Security Officer June 2015-Current

Allied Universal /QTS Data Centers 1601 West Peachtree Street, Atlanta, GA 30309

Primary job functions and descriptions as a Security Officer Include:

Patrol the data center for security issues.

Prepare daily logs on activities in the data center.

Escort customers to their assigned area.

Respond to all emergencies within the data center.

Check in vendors and customers coming into the data center

Monitor the CCTV cameras for any suspicious activities and issues.

Assign/work trouble tickets through the remedy system.

Deputy Sheriff May 2014-May2015

Barrow County Sheriff Department 652 Barrow Park Drive, Winder GA 30680

Primary job functions and descriptions as a Deputy Sheriff Include:

Maintains the security of the facility by conducting security checks, settling disputes, and

performing cell/inmate searches and inspections; performing perimeter checks.

Maintains security of the Detention by working the control center.

Supervises inmate programs such as recreation, attorneys, parole, probation, DFACS, visitation,

and religious services.

Transports the prisoners to State correctional facilities, doctor’s appointments, and to the

courthouse

Completes and drafts reports on detention and inmate activity.

Supervises all inmate movement within the detention.

Collects, interprets, and preserves evidence as necessary.

Responsible for housing unit and inmate head count to include but not limited to cell searches and inspections.

Oversee all housing responsibilities.

Attends training classes as required.

Receives and/or reviews various records and reports such as briefing by supervisor or by officer

relieving, charge or arrest information from arresting Officer, nurse and medical staff, and other officers.

Operates vehicles and variety law enforcement and office equipment.

Uses a variety of law enforcement tools and supplies such as handcuffs, restraint chair, “wrap” restraint, transport hoods, lice-all, wristbands, etc.

Assumes shift supervisor role when supervisor is out.

Technical Project Lead May 2013-Jan2014

Any Lab Test Now 5815 Windward Pkwy #205 Alpharetta, Ga 30005

Primary job function and description as Technical Project Lead Include:

Manage the implementation of a new POS being rolled out through our franchisees.

Quality assurance on the product prior to roll out and ongoing as enhancements are incorporated.

Escalate product issues to the vendor if needed.

Log all products issues into CMR (Salesforce.com)

Develop product plan for POS roll out and write training documentations and coordinate training videos.

Provide virtual and classroom training to the franchises and corporate staff.

Assist franchises with transitioning to new internet, phone and IVR system and onboard the franchisees to the call center.

Setup email accounts for the franchises and employees.

Train franchises on the appointment setting application

Stage new computers for corporate employees, perform software applications upgrades and troubleshoot computer related issues.

Troubleshoot POS and phone issues for franchises.

Provide weekly status reports on status of on boarding

QA new applications before they are released to the customer to insure they are working to specifications. Resolve all call center issues.

Work with local vendor on any telecommunications issues related to on boarding franchises.

On Call 24/7 should any technical issues arise.

Account Manager / Customer Service / Tech Support September 1995-April 2013

Intelliverse Telecommunications 5900 Windward Pkwy #500, Alpharetta, GA 30005

Primary job function and description as Account Manager / Tier 2 Tech Support.

Managed seven large and lucrative national accounts (Verizon Wireless, AT&T Wireless, LensCrafters, Fifth Third Bank, Wachovia Bank, SunTrust Bank and Key Bank).

Ensure telecommunication features are set up properly (e.g. call forward, call forward busy, LOA), accessing real time based network platform Centigram (immediate provisioning), onsite visits, 24-hour work turnaround time.

Perform required maintenance, analyze trouble reports and take appropriate steps to correct any malfunctions by opening a remedy ticket.

Work online and over the phone with installation vendors, central office personnel, maintenance engineers and network planning to ensure build work is accomplished as scheduled.

QA new applications before they are released to the customer to insure they are working to specifications. This includes unified messaging, conferencing and IVR products.

Provided on call technical assistance 24/7 to all the companies’ customers should any issues arise.

Provision new accounts and load them into the SQL server to be processed as well as loading the recordings for each location.

Handle any billing issues and issue credits if needed.

Grow my assigned accounts to increase revenue.

Education

Cross Keys High – High school Diploma

Dekalb Community – Course work in Criminal Justice/Physiology

Gwinnett Technical – Certificate in Project Management

Clayton County Police – Certificate Police Officer

Diebold / NCR ATM Certified Tech Support

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