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Customer Service Management

Raleigh, North Carolina, United States
October 10, 2016

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Kenneth Hart 919-***-****

**** ******* *****, *******, ** 27614

Professional Profile

Polished telecommunications professional with over 15 years experience focused on customer service and customer fulfillment. Areas of knowledge and expertise include:

Incident Management

Project Management

Account Management

Process Improvement

Wide Area Network Maintenance

Windows Server Maintenance

Routers/Customer equipment

Active Directory

Red Hat Linux training

Incident Escalation

E-Way Troubleshooting

GCIA Studies

Professional Experience

Duke University Health System, Durham, NC

Service / Security Operations Analyst, 1999-Present


Troubleshoot server issues through Service Now Ticketing System

Run projects to maintain and update KB articles and Problem Records

Provide updates on escalated issues

EVA management, replacing disk drives

Use Remote Desktop Protocol for server login to clean disk space

Maintain an average ticket resolve time of under 10 minutes

Use Active Directory to reset password


100% Customer positive feedback for incidents worked in an entire year


Consistent praise from management because of my outstanding teamwork

Charles Schwab, Raleigh, NC

Technical Client Service Associate, April 2015-August 2016


Support/problem resolution for Registered Investment Advisor clients

Troubleshoot website application issues

Escalate chronic issues to 3rd level support team

Provide customer with information on other products and services

Verizon Business, Cary, NC

Project Manager, 2000-2014


Track customer orders from order receive date through billing

Coordinate third party circuit installs as well as internal upgrades, activations, and hot-cuts

Communicate with the customer and chair weekly customer calls

Daily SharePoint updates of up to 400 orders

Troubleshoot customer circuit issues


Played major roll in successfully completing projects that resulted in $100,000 in revenue

Achieved excellence in customer service for a project in 2012

Completed Project Management Boot Camp


University of South Florida, Tampa, Fl

Bachelor of Science in Management Information Systems, 1993

References Available upon Request

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