Kevin S.

Energetic and dynamic team player with 25 years Help Desk/ Desktop Support. Five years Remedy development and support . 2+ years supervisory capacity at various firms. Developed and redesigned the Help Desk ticket tracking systems at several companies. Designed and maintained images for PC's using Ghost and Fog, installed and maintained software and distribution. Familiar with Active Directory design, maintenance. Active with Microsoft Office from 95 to present. Willing to relocate. Set up various offices and companies during roll outs and upgrades on contracts.Implemented new processes for faster help desk first call resolutions, quicker tracking of incidents, designed training materials and Standard Operation Procedures. Helped in the creation of a disaster recovery system.Designed and maintained SLA process in Connectwise. Created matrix for customer service training and monitoring. Instituted new policies and procedures for the level one technicians. Specialties: Remedy Administration, Various CRM applications such as Tivoli, Peoplesoft CRM, GWI. Customer Service, training, organization.