KENNETH D. SPIVEY

813-***-****

**** *. ************ *** ** 207

Tampa, Florida 33634

EDUCATION/CERTIFICATES

Bachelor of Science, Network and Communications Management

DeVry University, Addison, IL; Graduation-10/2004

Concentrations: Telecommunications, Wireless, Cisco Routers, LAN/WAN, Project Mgmt.

Certificate in Computer Technology, Mac Murray College, Jacksonville, IL; Completed-12/96

Certificate in VPN, (ISR 4)

Studying for PMP Certification Com in August / 2017

PROFESSIONAL EXPERIENCE:

Fortira /Bristol-Myers Squibb/Tampa, Florida July 2017- Present

Help Desk Analyst

Provide Level 1 support for 325 databases supported

VPM Remote Connectivity

Basic Remedy Help Desk Support

Customer service Phone Training skills

Handles problems that are complex and unknown with confidence

Excellent Customer Service Skills

Strong analytical skills

Ability to work with a team environment

Ability to explain to technical information to non- technical clients.

Apex/Insight/Contractor, Tampa, FL. Jan/2016- March/2017

Project Coordinator

Team Lead – Project Coordinator for McDonalds Installation Dual Menu Boards

Coordinate and work with Various vendors on Installation of New McDonalds Menu Boards

Document and approval Site Layout changes, work closely with Senior Project Managers and Directors.

Responsible included working on SharePoint database, sharing files, exported documents from Excel and creating reports in SharePoint database.

Lead a team of 5 Project Coordinator send hourly reports monitor all Technicians on site coordinating and feedback.

Team Lead (Night shift) Supporting the registration of user for Client AECOM

Worked with Clear Quest on Tickets that Priority Levels were either 1 or 2, assigned to the Team Lead.

Registering user Soft Token / Hard Token or (FOB)

Providing great customer service for users based in U.S. Canada and across the Globe.

Work specifically with user in UK, Italy, Malaysia, Romania, North and South Africa, Belgium, and other various countries that are associated with AECOM employees.

Worked in UAT testing phase before going with the Pilot of assigning and providing Access to VIP Manager.

Create Nightly reports via Email, and reports to Project Manager and AECOM Tier 2 support for any and all issues.

Assigned and worked tickets via Jira Ticketing Systems. Assigned Multiple Jira Tickets to Team Members.

Modis / Nielsen, Oldsmar, Fl. October/2015- Jan/2016(3 month role only)

Help Desk Analyst

Help achieve the configuration, installation, and testing of the Enhanced CBET Encoding algorithm at PPM Encoded entities.

Work with IIS 6, for quality assurance.

Created reports in SharePoint databases from extracted data from MS Excel sheets.

Supported UAT Testing of Encoders before shipping to PPM Markets.

Collaborate with station technical personal contacts in all PPM Markets to:

Secure the installation of the Enhanced CBET firmware on all issued encoders.

Confirm that the Enhanced CBET algorithm has been applied to all issued encoders.

Maintained reports in SharePoint databases for quality assurance of firmware products.

Confirm proper operation of encoding equipment by performing quality testing.

Respond to, and provide support to help correct encoding problems per established protocols.

Maintain an excellent working relationship with technical contacts at encoded entities.

Properly document all station contacts.

Assist with gathering station configurations information including encoder installation locations.

All Star Consulting/Franklin Templeton-, St Petersburg, Fl. Dec/2014- July/2015- 7 month role only.

Project Coordinator /Test Coordinator.

Teach users how to use IWS-Soft Phone Systems

Coordinator test times, with End-users documented test result and errors to Project Managers- to relay to relay to Engineering Team.

Support UAT Testing and Pre Production Testing Environments.

Conference Calls, Transfer a call, Monitor a call on cc/Pulse, Generate report on G12(historical report

Update Test Results in SharePoint

Perform supervisor role to monitor Agent Calls via Call Center.

Follow the Avaya call script against with the GeneSys Script to ensure the system works as expected.

Created nightly reports in SharePoint databases tracking test sequences and creating quality reports.

Document Test results and Document Steps for issues reporting Pass or Fail per Scripts details.

Perform Testing for Dress Rehearsal/Support Assistant for Live Production.

Follow up on Defects Log via UAT/Live Production issues as well.

NCS/Pearson, Iowa City, IA, February/2013- August/ 2014

Technical Support Specialist / Product Support Specialist

Provide Level I, and Level II support for customers on our wide variety of software

Escalate tickets to Level III, support

Meet all SLA, in a timely manner, while maintaining quality Customer Service to our customers

Support all additional special projects related but not withstanding our teams and various different teams within company organization

Supporting and troubling shooting all Windows OS, such as XP, Vista 7, 8, and browsers IE, Chrome and Firefox Internet Explorer 7, 8, 9, and 10, Office 365, Active Directory and Citrus VPN remote access also remote access via Web Ex.

Work within a call center environment – average 45-60 calls daily

Provide Customer support to all Pearson customers on usage of online and paper testing questions

Log tickets/calls in Service manager

Support different cities in which has Pearson Access online testing supported over 15 cities

Also provided additional support for all Special Projects, Designated by Supervisor/Managers

Supporting clients in bound calls between 35- 50 daily in Customer Support Role.

LRS/Transamerica Insurance Company, Cedar Rapids, IA, Sept/2012-Dec/2012

Help Desk Support Level 1 – Contract- 3 (month role only)

Trouble Shoot End-Users on all Software supported by Transamerica AEGON computers and or Laptops

Troubleshoot all Windows, and MAC based PC, Windows Operating Systems of XP, Vista, Windows 7, on Browsers IE 7, 8,9, and 10 also Chrome and Mozilla Firefox

Understand and focus on Customer Needs for Issue Pertaining to AEGON Employees

Follow up and Document all work done in Remedy Tool 7.5 and Remedy 7.6

Escalate unresolved problems to Proper Team Groups

Knowledge of ITIL v. 3

Follow up with Customer to see if issue has been resolved meeting SLA requirements

Worked with Active Directory and Resetting Passwords, Outlook, Excel, Login issues etc.

Worked with SharePoint, SQL databases, Cisco routers, Citrus VPN remote access.

Sears Holding Corporation, Hoffman Estates, IL, June/ 2007- Aug/2012

Support Specialist

Manage and supervise the daily activities of the Support roles functions, which included including training end-users, on Avaya phone systems, programming UNIX/Linux and handling of coaching co-workers, organizing, building and creation of worksheets, and various other performance related activities

Support the Assortment Planning Project being instituted by Sears/Kmart Buyers and Inventory Managers, and Directors

Assisted with the day to day planning and monitoring of the Avaya phone systems and support helping with the monitoring end-users question or issue with the Software tool known as SaaS. Maintained an accuracy of 98% out of 100%

Closed Help Tickets in timely manner by using the tools, Help Ticket, and reporting tool known as SPRS, also work with Clear Quest issues as well

Supported Test environments, UAT, DEV for SaaS/I Plan tool

Worked with CRM tool Clear Quest on tickets assigned to via team members status via Priority levels either Normal or Average.

Trouble shoot issue with Microsoft tools Outlook, Excel, and Access.

Com National INC. Call Center/Telecom Industry, Buffalo Grove, IL, Dec/2004-May/2007

Project Coordinator, Level I and II Support,

Project Coordinator, Coordinate, and schedule, manages the shipping of all phone and wiring equipment in conjunction with all vendors

Customer Order Processing System and Customer Premise Equipment while in this role

Billed vendors and out-sourced technicians daily invoices

Maintained billing invoices for accounts payable and receivable

Working knowledge of MS Office Visual Basic for Applications Experience in Visual

Proficient in MS Office MS Excel, MS Access, Lotus Notes

Level I, II, support to all customers on the following phone systems that my accounts used. Nortel, PBX, Avaya, Panasonic, Toshiba, and Shipping and handling of BCM/50

Responsible to create, update and maintain MS Office based tools designed with Visual Basic

Responsibilities included, normal call center environment, monitoring accounts that were assigned to your team, and assisting others with billing and Service level Agreements (SLA’S).

Level II support answered and covered over 100-200 calls daily in call center environment.

Computer Software/Hardware Skills

SQL/Databases

Citrus/VPN

Active Directory

ITILv.3 Active Directory

MS Project/Word

SAP

BCM/50

AS/400

Sales Force

Nortel Phone Systems

Excel/2003/2007/2010 (Experience in File Table and Formulas)

Access/2003/2007 /2010

LAN/WAN

Power Point

TCP/IP

Panasonic Phone Systems

Remedy 7.5/7.6

Toshiba Phone Systems

Visio

C++

Clear Quest, HAT, VIP ACCESS

Jira Ticketing (CRM), VIP Access (Manager)

Outlook/2003/2007/2012 COBOL Programming I, II, III

VPN

Lotus Notes

Typing 65 wpm

Project Management

Visual Basic

Cisco Routers.

Oracle

Linux

UNIX System

IPLAN

SaaS

Cisco/ Phones

SharePoint

Nice /Witness

WINDOWS 7, WINDOWS XP/2003/Vista/ Windows 7, 8,9,10

Browsers: WINDOWS: IE7, 8, Firefox, Google Chrome,

MAC: Safari, Netscape, Avant

OFFICE 365

Military: US Army - Cannon Crewmember 1986-1989 (Honorable Discharge)

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