Customer Service Technical Support

Kevin R. Hill

** ******* ****, ***** ***** AR ***15

Phone: 479-***-****

Email: adzctt@r.postjobfree.com

Customer Support & IT Technical Services

US Air Force veteran with over thirty years’ customer service and IT support experience. An extensive background managing personnel, departmental budgets, project management, and IT system installations/upgrades. Well-versed in the subtle arts of training/coaching internal and external resources in the nuances of administration and management. Delivers excellent customer service to existing and new customers. Drives team members to excel through ongoing training and adherence to company policies/procedures. Education & Certifications

Associates Degree – Liberal Arts, Lake Land College, Mattoon, IL Occupational Certificate - Computer Systems Technologies, Rend Lake College, Ina, IL Occupational Certificate – Business Management, Rend Lake College, Ina, IL Professional Experience

Viken Services, Bella Vista, AR

Customer Service Agent/Courier, October 2022 – Present Day Independent/contract provider of onsite customer support and courier/delivery services.

• Provides 24/7 on-call and routinely scheduled medical/legal courier duties in Benton County

• Liaison between internal and external customers to coordinate work load requirements are met

• Remote customer service agent in a virtual call center environment

• Escalation coordinator to ensure timely customer dispute resolution with targeted zero cost overruns Apex Systems, Bentonville, AR

IT Support Engineer/Customer Service Agent, November 2020 – October 2022 Providing remote and onsite hardware/software support for various Windows based systems.

• Trained personnel to ensure all team members were familiar with new hardware/software applications

• Analyzed network layout and implemented improvements for greater stability & throughput

• Provided Level 2 technical support on thin clients systems during massive rolling server upgrades

• Acted as escalation liaison between end-users and corporate headquarters’ IT department managers TECHNOLOGY SERVICE PROFESSIONALS (TSP) INC, Rogers, AR Storage Engineer / Field Engineer Trainer / Technical Support Coordinator, July 2008 – Nov 2020 Planning, installation, configuration, troubleshooting, repair, and upgrading data servers & storage systems

• Managed and supervised 30+ field engineers providing administrative and technical support

• Created/facilitated certification training classes for field service engineers & technical support personnel

• Served as project manager of multiple system upgrades of critical production environments

• Established, supervised, and supported help desk/troubleshooting environment for customer assistance

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