Customer Care Service
Resume:
Kevin D. Lepore
Culpeper VA, **701
************@*****.***
Summary of Skills:
Excellent communication, customer service, and client support service skills.
Exceptional attention to detail
Experience aiding a matrix of employees and capable of multi-tasking assignments
Executes tasks in timely and organized manner
Experience:
Networking Technologies and Support @ Culpeper Hospital December 2019 – March 2020
Deskside Support Specialist
Help all hospital staff with any IT related issues
Install, configure, troubleshoot and repair computer hardware and software issues, both stand-alone and network environments through ticketing system TRACKit
Maintain all devices on the server
Document all software/hardware for entire hospital
Versa Integrated Solutions April 2018 – November 2019
Network Operations Engineer
Responsibilities include:
Using VBrick software to provide live video and VOD for government customer
Monitoring USCIS VBrick platform for over 30,000 employees
Building servers related to VBrick infrastructure
Support all streaming, portal, storage and video on demand services
Maintaining 131 servers placed throughout the country
Network performance monitoring for entire platform
Maintain and manage all network monitoring tools
Managed two other employees to maintain customer satisfaction
Use Service Now (SNOW) ticketing system to run reports and manage users
Compass Group @ Microsoft IT July 2015 – April 2018
Senior AV Tier II Technician
Responsibilities include:
Provide A/V support for client meetings
Provide support for Roundtables, Surface Hubs, Perceptive Pixel Touches (PPI), Smartboards and VTC
Manage Skype rooms and SRSv2 rooms
Keep preventative maintenance reports on all A/V products
Fix all A/V issues throughout building/region
Assists with networking and UC phone installations
Provide IT/helpdesk support
Manage multiple sites
CBRE @ Microsoft May 2007 – July 2015
AV Specialist
Responsibilities include:
Provide A/V support for client meetings
Provide support for VTC, Roundtables and Perceptive Pixel Touches (PPI)
Manage Lync rooms
Keep preventative maintenance reports on all A/V products
Fix all A/V issues throughout building
Coordinate client functions and provide general administrative support pertaining to A/V
Provide monthly and quarterly reporting for projects
Provided support throughout the project lifecycle
Proctor for Prometric Testing Center
Assists with networking and UC phone installations
Meridian Knowledge Solutions, LLC June 2006 – April 2007
Assistant Project Manager/Implementation Consultant/Customer Care Representative
Responsibilities included:
Providing project support for multiple project managers throughout the entire project lifecycle
Assistance in requirements gathering and developing project schedules
Assistance in submitting and tracking of invoices
Assistance tracking budget projections and actual costs
Support for day to day administrative tasks including copying and correspondence with clients
Help desk support for users of Meridian IT products
Assistance with quality control/quality assurance for numerous projects
Developing and running test cases for quality control
Participated and conducted product training sessions
Technical documentation of user and administrator guides for Meridian products
Certifications:
CompTIA Security +
Crestron DM Certified Designer – 4K (DMC-D-4K)
VBrick ICP
Education:
American Public University
-BS in Information Systems Security, May 2012
Northern Virginia Community College – Manassas VA
-Associates in General Studies, September 2003
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