Kevin Micheal Fodo

**** ******** ******

Saint Charles MO 63301

636-***-****

ad2jfa@r.postjobfree.com

Experience

August2021-Current Prosphere*Saint Louis MO

Government IT Operations and Support- VA Hospital

Level II Technical Support Specialist, Customer Service Engineer

Provided technical support for customers having difficulty accessing the VA’s learning management infrastructure. (TMS)

Resolved end user complaints and concerns with strong verbal and negotiation skills.

Responsible for resolving tickets escalated to the VALI Tier 2 Team.

Built and maintained successful relationships with service providers, staff and end users.

Monitored and evaluated educational programs to maintain high-quality performance objectives and standards.

Assist with installation of all system updates, upgrades, integrated tools, and other software integrated with the Talent Management System (TMS)

Provide TMS administration support, and technical set up of system functionality

Application issue resolution will analyze how many users are affected, when the issue started, and attempt to reproduce the issue in order to identify the cause identify appropriate owner track issues test fixes and communicate until the issue is resolved.

Participation in Daily Calls review any high-profile issues that have been reported, future updates, and notify stakeholders of any new issues found that need to be addressed.

VA TMS course testing reviewing, testing, and providing feedback for high profile courses that are updated annually prior to release

VA Single Sign-On Initiative (SSOi) troubleshoot technical issues that TMS users encounter while using the SSOi centralized logon interface for access to TMS.

Track efforts escalated to Tier 2 will utilize the ticket system to track ticket statuses from inception at ESD

Modeled expected and appropriate leadership to promote to teaching staff and administrative personnel positive interaction with employees and teams.

March2021-August2021*Compunnel*Saint Louis MO

Contract employee for Techmahindra at BJC

Part of the BJCWindows10 Migration team

Installed replacement PCs

Pushed and installed software through sccm

installed printer drivers via network

Configured software's like Aviya, Cisco Any Connect and Office 365

Copy user profile from old machine to new machine

Educated end user on some basic differences between windows 7 and 10

April2020-March2021*Spectrum*Bridgeton MO

Customer Service Representative – Internet/Voice

Provisioned Internet modems

Helped customers over the phone setup their internet on their personal devices

Take payment over the phone to restore service

Schedule technicians to correct trouble areas and restore service

Identify, track, and document the issue in a ticketing tool

Help customers with email log in issues with resetting passwords

Troubleshoot WIFI connection and help customers to identify passphrase or change it

Troubleshoot Spectrum’s TV APP for customers over the phone

November2007-March2020*MOM365*Saint Charles MO

Providing Teir II Technical Phone Support

Preforming end-to-end troubleshooting

Troubleshooting internet connectivity

Diagnose camera, computer, and printer issues

Identify, track, and document the issue in a ticketing tool

Developed technical procedures for managing internal missing images

Use remote access to repair proprietary software and diagnose issues.

Train new employees

In July the Call Center changed to a Contact center and dismissed all inbound Customer Service and Sales Departments.

oAll communication from the customers then became the responsibility of the remaining departments through email and webchat.

oIn-between phone calls we have a responsibility to respond to the emails for web issues, package concerns, ordering questions and quality of packages.

Education

*Lindenwood University *Saint Charles MO

Bachelors of Arts in Education/History

*Saint Charles Community College *Saint Peters MO

Associate of Arts in General Studies

Security Clearance Public Trust

Honors

College

Who's Who Among College and University Students

Dean's List

Linden Leader

President of the History Club

President of the Student Senate

Outstanding Student Leadership

Published Outstanding International Studies Paper

Mom365

10 Year Milestone Anniversary

KicksNGiggles Photography

Crystal Fodo and I have started our photo business in 2017. I do all the technical support and maintenance. Crystal does the photography, processing and archiving of all the photos. We are getting to a point in our business where we are ready to start marketing for growth.

Volunteer Experience

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Operated video equipment for New Life Saint Louis

Church Mission Trip

Relay For Life

Daniel Boone Home

10 K Run/ Wellness Fair

Safety Fair

College Job Fair

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