Technical Support Customer Service

Kevin Breazeale

Phone: 510-***-****

Email: ***********@******.***

Professional Summary

Seasoned IT Technical Support Manager boasting 25 years of comprehensive experience in Information Technology. Specializing in management, project management, networking, and technical support. A proven leader in driving IT support teams, deploying optimal IT solutions, and enhancing customer contentment. Intention on leveraging my vast expertise and proficiency to enrich the triumph of an IT department.

Professional Experience

Onshore Delivery Delivery Manager, Mastek, Inc, Addison, TX

Blue Shield Blue Cross -Contractor

January 2023 – May 2024

Led the implementation and delivery of Nice inContact solutions for Blue Shield Blue Cross, ensuring project milestones were met on time and within budget.

Coordinated with cross-functional teams, including IT, customer service, and third-party vendors, to ensure seamless integration and deployment.

Developed and executed project plans, timelines, and resource allocations, resulting in a 15% improvement in project delivery efficiency.

Conducted training sessions for customer service representatives and IT staff on using Nice inContact tools, enhancing user proficiency and adoption rates by 25%.

Managed stakeholder communications, regularly updating project status, risks, and mitigation strategies.

Ensured compliance with healthcare regulations and data security standards during implementation.

Healthcare IT Customer Service Manager

Satellite Healthcare, San Jose, CA

2018 – Present

Delivered technical leadership in directing and monitoring the performance of 11 technical support analysts to ensure smooth IT customer service delivery.

Produced superior physicians and nephrologist VIP customer support by executing new IVR workflow.

Coordinated, seamless implementation of new IVR for patient portal, enabling patients to secure their medical records.

Contributed to integrating the ServiceNow CRM ticketing system with the NICE inContact virtual call center.

Managed Level 1 and Level 2 support services, ensuring service levels and customer expectations were met.

Fostered open communication lines for clients by generating new email accounts using Microsoft Exchange.

Administered adds, moves, and changes of desktops, laptops, printers, and monitors for 87 internal medical facilities within a Citrix environment.

Overseen integration of NiceCXone CRM utilizing inContact Max Agent.

Developed IVR, enabling Nephrologists to contact the IT Help Desk promptly.

Designed new hire onboarding/offboarding procedures for the IT Helpdesk.

Lead Tech Application Support Engineer

Satellite Healthcare, San Jose, CA

2013 – 2018

Led integration and replacement of legacy American Telephone system with inContact virtual cloud-based call center.

Supported the Satellite Community of 3000 employees as a customer support call center.

Installed and coached 95 clinics, training nurses, medical assistants, and biomedical technicians on the Cisco Telepresence video conference system.

Enabled virtual Telehealth system for patient meetings with physicians and clinical staff.

Application Support Engineer

Satellite Healthcare, San Jose, CA

2008 – 2013

Trained Medical Assistants and Clinical Admin Coordinators on using the SPIN Back Office Electronic System.

Mentored Nephrologists and RNs on the SPIN Med Tracker System for medication orders.

Supported SPIN Med Tracker System for all 95 Satellite Healthcare Clinics across multiple states.

Additional Experience:

Telecommunications Engineer

Resmae Mortgage Corporation

Technical Support Engineer

ShoreTel Communications

Education:

A.A. – Telecommunication

Associated Technical College, Anaheim, CA

Professional Training:

- Protocol Analysis – Pine Mountain Group

- 802.11 Wireless – Global Knowledge

Technical Proficiencies

Tools/Software:

Go to Assist, VNC Utility, Solar Winds, Citrix Director, InContact Studio, Putty, & NEC, One Call & McAfee EMM, Hip Chat & Slack, Meraki & GoToMeeting, Webex & Open Voice, Lab Check, Spin Back Office, Spin MD & Spin Center, Spin Station Monitor, Spin Med tracker, Microsoft Exchange, VMware, Okta, Webex, Zoom, Slack, Microsoft Teams

Hardware Support:

Cisco Routers/Switches, Finisar’s Network Splitters, Finisar’s Taps, Finisar’s LAN, SAN & WAN Hardware Analyzers, Net Optics Taps, Shoregear IPBX Switch, Shoregear T-1 Switch, HP ProCurve Switch, Sharp Copier, HP Printer

Ticketing Software:

Service Desk, ServiceNow, Clarify, Remedy, Microsoft CRM, Peregrine

Networking:

Windows 7 & 8.1, Macintosh OS X, Citrix

Server Support:

Windows Server 2008, Active Directory, Microsoft Exchange Server, SonicWALL Firewalls

Core Competencies

Team Building, Training & Leadership

Strategic Planning & Development

Technical Project Management

IT Support & Customer Experience

Continuous Process Improvement

Issues Identification & Troubleshooting

Operations Management

Cross-functional Collaboration

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