Customer Service Technical Support

Jeff Kahn 215-***-****

**** ****** ****** **** *****@*******.***

Doylestown, PA 18902 www.linkedin.com/in/jeff-kahn-it-spec

An accomplished IT expert with exceptional leadership abilities in video, desktop, and network support, mobile technology, communications, and project management. Skilled in delivering exceptional customer service to executive teams, fostering a cooperative and optimistic atmosphere, and collaborating with other teams to provide top-tier executive technical support. Demonstrated success as a team leader and coach.

CORE COMPETENCIES

●Management and Development

●Team \ Project Management

●Help Desk Lead and Ticketing Systems

●Audio \ Video Training and Support

●Executive (C-Suite) Support

●End User Training and Support

●Cross-team Collaboration

●Conference \ Event Setup and Support

●Innovative Customer Service

●Technical Documentation

●Vendor \ Client Relationship Management

EXPERIENCE

IT Services Specialist July 2023 – Present

Alliance Cancer Specialist Horsham, PA

(a division of the US Oncology Network)

Provide comprehensive IT support for the Horsham location of Alliance Cancer Specialist and 13+ remote locations in the Philadelphia area. This includes troubleshooting hardware and software issues, configuring mobile devices, and assisting with peripherals among other tasks.

Deliver IT technical support to administrative and medical staff via email, text, phone, in-person visits, or the Remedy Helpdesk system. Support is provided to users over the phone, by remote connection, or through site visits.

Supported IT projects, such as the rollout of Windows 11 and other company upgrades. This involves assisting in the planning, execution, and testing of new technologies.

Executive IT Specialist April 2022 – June 2023

PennMedicine Philadelphia, PA

IT support to hospital staff as assigned by the IT leadership, covering all areas of support from systems to software to mobile devices. Helpdesk tool – Athena.

Provided on-call IT Technical Support to senior executive staff and direct reports including supporting setup and maintenance of AV systems and meetings.

Project lead for VendorMate Kiosk project for Vendor credentialing (security protocol required for outside vendors to enter and operate on Hospital property)

CommScope, Inc. June 2011 – April 2022

Horsham, Pennsylvania

` CommScope - Sr. Systems Specialist, Executive Support April 2019 through April 2022

(CommScope acquired ARRIS in 2019)

Performed the highest level of analytical, technical, and administrative tasks regarding the company's technology assets.

Tasked in 2021 with populating additional content for the ServiceNow knowledgebase initiative, producing articles for all CommScope employees documenting both IT-specific and general knowledge topics.

Served as local support lead responsible for installing, configuring, maintaining, and documenting Cisco Video Systems throughout the Horsham site. Co-project lead tasked with reconfiguring the executive board room with a custom Cisco video conference system and replacing the video systems throughout the site.

Assigned to serve as the lead technician to support and document all aspects involving in-house Town Halls, Operation Reviews, Tech Day customer events, and other company matters. Produced process documentation for all events enabling other personnel to successfully replicate the experience.

Desktop \ Network support – Utilizing ServiceNow, offered escalation support for local IT Divisions as needed to diagnose and resolve issues with the site’s network, desktop systems, and peripherals. Produced needed documentation and “cheat sheets” to assist IT and general staff with issue resolution.

ARRIS – Sr. Staff IT Specialist June 2013 – April 2019

(ARRIS acquired Motorola Home from Google in 2013)

Served in a leadership position during the department manager's extended absence due to disability, assuming the role of a hands-on manager responsible for upholding employee morale and support, providing escalation assistance, conducting strategy reviews with the management team, and addressing all personnel-related matters. Supervised a team of two local technicians and eight technicians working remotely.

Assumed managing role for the helpdesk team during the yearly Leadership and Global Sales Conferences. Appointed as the primary IT technician to provide support for all local Company and Department Town Hall events.

Utilizing the Service Now Helpdesk application, pulled tickets as needed as well as manually entered tickets for IT requests.

Collaborated with IT Teams and company personnel to support all acquisition issues. Tested and documented processes for a variety of IT migration and general tasks.

Supported the Executive Leadership Team, their direct reports, and the general company population. Proactively developed documentation to assist staff with current issues resulting in significant decreases in Helpdesk ticket requests.

Served as the local lead technician supporting onsite video and audio-conferencing using Polycom (with Polycom and AMX Touch Panels), Tandberg, and Cisco Systems.

Proactively developed the Horsham site video conference manual to assist staff with setting up meetings and video calls, freeing up IT staff for more value-added assignments.

Google / Motorola – Sr. IT Specialist, Executive Support June 2011 – June 2013

(Google acquired Motorola Home from Google in 2012)

Supported the Senior Leadership Team and direct reports with all technical requests.

Member of the IT \ Helpdesk team supporting the Annual Global Sales Conference.

Appointed lead on-site technician for all video and audio-conferencing support using Polycom and Tandberg systems.

Proactively developed documentation showcasing existing Conference Facilities in the Horsham location, thus educating employees on the site’s capabilities.

Identified and produced a Google website designed to identify and list all site printers, their locations, and required information to self-install the equipment.

TECHNICAL AND SKILL PROFICIENCIES

Platforms:

Windows, macOS, Linux, Chrome OS, iOS, Android

Tools:

Microsoft Office and Office365, Teams and Teams Webinar\Live, Skype for Business, Active Directory, Exchange, WebEx, GoToWebinar, ServiceNow, Cherwell, CMDB, Intune, Workspace One, MDT Imaging

Hardware:

Workstations, Laptops, Printers and Peripherals, Servers, Audio Visual Equipment (Cisco, Polycom, Tanberg), SPARK Smart Board, mobile devices (iOS and Android phones, tablets)

Networking:

Monitoring, Performance, Connectivity, VoIP

Skills:

Management, Team Leadership, Interpersonal Communications, Customer Service, Technical Documentation, Problem-Solving, Decision-Making, Analytical, Well-organized, Independent Work, Diverse Workplace, Collaboration, Dynamic Environment, and Attention to Detail.

EDUCATION

Bachelor of Science – Marketing Temple University, Ambler, PA

Architecture – Transfer Pennsylvania State University, Abington, PA

CERTIFICATIONS

CompTIA A+ \ Network+ Certification The Training Camp, Poconos, PA

Certificate Web Design Temple University, Fort Washington, PA

VOLUNTEER EFFORTS

●Great Cycle Challenge GCC Champion \ Fundraiser

●Doylestown Toastmasters Vice President of Public Relations

●Town and Country Players Hospitality team member

●Beachglow, Concert for Charity IT Technician and Crew

●Challenger Little League Head Coach \ Founding Board Member

●Young American Bowling Alliance Head Coach \ Board Member

●Special Olympics Coach \ Board member

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