Customer Service Help Desk
Resume:
Kenneth D. Stoke
Kansas City, MO 64157
Cell: 303-***-****
*******.*****@*****.***
PROFESSIONAL SUMMARY
Resourceful, innovative professional with over 25 years’ experience within a broad range of responsibilities and companies.
Manage projects that resulted in the company’s increased growth and profitability.
Provide comprehensive organizational and planning capabilities which translate complex business problems into successful strategies and business plans.
Extensive experience in leading people and project teams.
Implementing and overseeing technology programs supporting clients such as; Ford, Johnson & Johnson, Lucent Technologies and Commerce Bank.
Developed the Internal Second Level Team at IBM through research and developing strategies transforming the workflow process increasing first call resolution while reducing the demand and costs associated with 2nd and 3rd level teams.
Created a strategy to increase participation in the IBM / United Way Donations. Achieved 97% participation in 90 days which far exceeded any previous year.
RELEVANT EXPERIENCE
AEROTEK/ Ford Motor Company Claycomo, MO Oct. 2017 – Present
Process Coach / Production Supervisor
Supervise employees on the Paint Process Floor and the Paint Kitchen to keep trucks moving through the paint booths correctly with zero defects.
Verify the Paint Kitchen maintains the volume requirements for all systems to avoid any delay or inability to paint the trucks scheduled for that shift.
Work with the Maintenance team to keep the ovens and booths running at the proper temperature and air pressure.
Work with the Automation team to keep the robots up and running.
Generate hourly reports tracking automation or manual faults which may result in defects of lost production.
Using Process Confirmation sheets, I confirm that all jobs are performed correctly by the operator.
Utilize program FIS to keep the line running smoothly and producing quality painted trucks.
Enhance Team Leader and Team Member skills to perform their job to the best of their abilities.
HTC Ciber / Ford Motor Company Claycomo, MO Feb. 2013 – Aug. 2017
Deskside Technician
Managed the PC Renewal project for the Ford Claycomo Plant resulting in the renewal of over 3000 Desktop and laptop PC’s.
Managed the project of Computer Measuring Machines (CMM) Stand-Alone Engineering Work Stations (SEWS) swap and coordinated with Hexagon group of proprietary software installation and configuration of the PC’s that are used to measure the trucks, critical structural points.
Lead Project of Printer Renewal Swap in 2015. Swapped 130 printers, provided setup of new printers and packing / shipping of old printers.
Managed multiple projects simultaneously for the Ford Claycomo Plant;
oPC Renewal – Resulting in the renewal of over 3000 desktop and laptop PC’s.
oPrinter Renewal – Swapped 130 printers including all setup of the new printer and the packaging and shipping of the old printers.
System Administration – Handle administrative privileges of users. Add/Delete users, increase Group Policy Object.
Kenneth D. Stoke
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Stefanini / Ford Motor Company Claycomo, MO Sept. 2012 – Feb. 2013
Deskside Technician
Provided installation and upgrading services of hardware and software.
Diagnosed end user system failures and implemented repair solutions.
Supported Executive and Administration team’s computer issues and failures.
Completed troubleshooting of network devices to ensure PC connectivity.
H&R Block Kansas City, MO Oct.2011 - May 2012
Support Specialist
Performed research to analyze office computer technical issues, i.e. remote access connections, password resets, and software support.
Reimaged servers and workstations; reconfigured printers.
Troubleshoot LAN, WAN & ODDS issues; Ethernet switches.
Installed and configured software and antivirus programs.
IBM, Boulder, CO Sept.2008 – Nov.2009
Customer Knowledge Management Document Focal
Created, edited, and published documentation to support Help Desk Agents for the Johnson & Johnson account.
Assisted in training new agents on Knowledge Management Support Tools.
Documented Policies and Procedures on how to grant access rights to customers and Customer Service Agents.
Team Lead / Subject Matter Expert Mar.1997 – Nov.2009
Worked remotely from home in Kansas City, MO 2003-2009
Managed the call center focused on seven small business accounts: Consolidated Freightways, Commerce Bank, Cuban, Logitech, Elcoteq, Viewpointe, and Minute Maid.
Responsible for Off-shift Database access and Audit readiness (i.e., ISO 9000 and ISO 14001)
Developed reporting template for all accounts to report number of calls, First Call Resolve tickets passed to 2nd and 3rd level support.
Assisted in creating Internal Second Level team designed to support Level 1 Help Desk agents to complete calls without engaging Level 2.
Supported the Johnson & Johnson account in assisting clients with accessing the account network via remote access programs.
Granted access to customers and Client Service Agents to multiple programs and databases.
Configured clients’ system to allow remote work access through the firewall.
CERTIFICATIONS & TRAINING
Certification/Training; USA Hockey Level 4 Oct. 2013
EDUCATION
Bachelors of Science, Business Information Systems University of Phoenix May 1999
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