It support engineer/ customer success manager

Nashville, TN, USA • Remote Available

Email: **************@*****.*** • LinkedIn: linkedin.com/in/kenneth-lloyd-berry 2024 – Present

KENNETH LLOYD BERRY

PROFESSIONAL SUMMARY

Results-driven Technical Support Leader & Customer Experience Manager with extensive experience optimizing remote service delivery, managing complex technical operations, and leading cross-functional support networks. Expert at aligning critical technology infrastructure with enterprise business objectives while maintaining an elite standard of client satisfaction. Proven technical depth in advanced hardware/software troubleshooting, circuit diagnostics, systems integration, and programmatic device configuration. A proactive operations strategist and published author recognized for designing comprehensive onboarding frameworks, scaling digital storefront architectures, and mastering high-stakes client escalations. Adept at driving down resolution times (MTTR), mitigating customer churn, and translating intricate technical concepts into clear, actionable metrics for executive stakeholders. CORE COMPETENCIES & EXPERTISE MATRIX

TECHNICAL & IT SYSTEMS

LEADERSHIP & CUSTOMER

SUCCESS

TOOLS & DIGITAL

INFRASTRUCTURE

Advanced System Diagnostics

Network Architecture & Wiring

Circuit Programming & Testing

Hardware/Software Integration

Root-Cause Analysis

System Configuration & Auditing

Device Deployment & Imaging

Cross-Functional Leadership

Escalation & Crisis Management

SLA Compliance & Punctuality

Process Optimization & Scaling

Client Retention Strategy

Technical Training & Mentorship

Operational Budget Management

Helpdesk & Ticketing Systems

E-Commerce Backend Operations

CRM & Customer Data Platforms

Remote Access & Support Tools

Audacity, BandLab, Canva, InShot

Knowledge Base Documentation

Collaboration Platforms (Teams/

Slack)

PROFESSIONAL EXPERIENCE

Technical Operations & Client Success Manager

Independent Technical Consulting & Operations Management • Remote / Field System Architecture & Diagnostics: Engineered, programmed, and cross-examined complex hardware systems, integrated AV networks, and smart device infrastructure, ensuring 99.9% system uptime and mission-critical reliability.

Technical Problem Solving: Spearheaded advanced troubleshooting and root-cause analysis for multifaceted device, power, and wiring failures, translating complex technical diagnostics into clear, actionable resolutions. Remote Deployment & Auditing: Managed end-to-end remote device deployment, system configurations, and network mapping, establishing rigorous testing protocols to eliminate post-installation operational defects. Escalation & Crisis Management: Acted as the primary escalation point for critical technical and service bottlenecks, utilizing empathetic communication and technical expertise to resolve high-priority ticket friction and protect long-term client retention.

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2025 – 2026

2023 – 2025

Founder & Operations Lead

Silk & Satin Co. & Content Publishing Ventures • Remote Process Architecture & Training: Authored comprehensive technical documentation, industry onboarding manuals, and instructional blueprints (including published handbooks "The Enhancer's Blueprint" and "The Restoration Blueprint") that standardized specialized workflows and accelerated team technical performance. E-Commerce & Digital Management: Orchestrated the end-to-end development, launch, and backend optimization of digital storefronts (Shopify), leveraging data analytics to streamline user experience, secure customer databases, and drive online consumer engagement.

Resource Allocation & Scaling: Spearheaded startup business operations, inventory tracking matrixes, and digital marketing assets utilizing advanced editing tools (Canva, InShot), scaling operational capacity while rigorously managing overhead costs.

Logistics & Service Level Agreement (SLA) Specialist Regional Logistics & Commercial Delivery Operations • Nashville, TN SLA & Delivery Excellence: Managed high-volume logistics routing and time-sensitive delivery schedules under strict contract parameters for commercial networks, maintaining a flawless record of punctuality, cargo compliance, and service precision.

Customer Success Strategy: Developed localized real-time delivery frameworks prioritizing exceptional first- contact resolution on field issues, minimizing delivery friction and elevating overall regional service ratings. Stakeholder Consultation: Interfaced directly with commercial handlers, retail accounts, and residential clients to clarify service demands, build operational trust, and customize delivery methodologies to meet unique client workflows.

CERTIFICATIONS & EDUCATION

Google IT Support Professional Certificate

Credential ID / Issued by Google • Systems, Networking & Security Focus

Advanced Technical & Professional Certifications

Continuous Professional Development • Business

Operations & IT Infrastructure

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