Brent Kammen
Topeka
Summary
Experienced in telecommunications, retail, and customer service, a detail-oriented Technical Support Consultant with a knack for troubleshooting highly technical and complex issues. Approach challenges with ease and patience. Expertise lies in delivering Tier 2 knowledge, ensuring efficient problem resolution and exceptional customer satisfaction.
Overview
10
10
years of professional experience
Work History
Technical Support Consultant I
Kansas Board Of Indigents' Defense Service
05.2024 - Current
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Assisted in development of system security protocols.
- Installed, configured and maintained computer systems and network connections.
- Generated reports to track performance and analyze trends.
- Created user accounts and assigned permissions.
- Developed and implemented preventive maintenance procedures.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
Technical Support Consultant II
Kansas Department of Children and Family
09.2021 - 05.2024
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Demonstrated proficiency in Linux, virtual platforms and cloud connectivity.
- Completed troubleshooting for Windows, MacOS and Linux-based desktops and laptops.
Technical Support Consultant Temp
Key Staffing Inc.
06.2021 - 09.2021
- Used ticketing systems to manage and process support actions and requests.
- Configured and tested new software and hardware.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Technical Support Representative
Inmotion Hosting
06.2020 - 06.2021
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Provided Tier 1 IT support to non-technical internal users through desk side support services
- Promoted efficiency among departments with prompt resolution of system issues
- Submitted service tickets for equipment maintenance requests
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
- Explained security measures in simple terminology to help users understand malware and phishing threats
Technical Project Manager
Office Communications LLC
12.2019 - 05.2020
- Leveraged tools, resources and company procedures to address and diagnose problems
- Multi tasked across systems and applications and resolved broad range of technical issues
- Communicated with customers to identify issues, walk them through solutions and initiate corrective actions to restore service and functionality
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts
- Maintained compliance with established and updated policies and procedures with minimal supervision
- Set up VoIP phone systems and call flow for business communications
Technical Project Manager
Saitell Technology Inc
05.2017 - 11.2019
- Partnered with project team members to identify and quickly address problems.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Served as technical liaison, supporting engineering, management, procurement, sales, and marketing, quality assurance and supply base.
- Accomplished client goals by providing quality technical projects.
- Trained personnel on use of IT tools and applications.
- Researched and identified solutions to technical problems.
- Diagnosed and troubleshot hardware, software and network issues.
Technical Support Representative
Dakota Consulting Inc
02.2017 - 04.2017
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Diagnosed and troubleshot hardware and software issues.
- Installed and configured operating systems and applications.
Technical Support Specialist
Comcast Corp
05.2015 - 01.2017
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Managed, tracked, and coordinated problem resolution and escalation processes.
- Accurately read, understood and carried out written instructions.
- Accurately documented user support activities, such as system problems, corrective actions, resolution status and completed equipment installations.
- Worked with users to diagnose and resolve network and device problems and implemented established technical or procedural solutions.
- Made changes to VOIP (Business Voice Edge) system based on customer requests.
Education
Technical Certificate - Computer Repair And Networking
Washburn University of Topeka
Topeka, KS05-2010
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Linux
- Microsoft Outlook
- WordPress
- Docker
- HTTP
- LAN
- Network Configuration
- Desktop support
- TCP/IP
- Software diagnosis
- Technical issues analysis
- Network diagnostics
- Issue troubleshooting
- Technical Support
- Windows 10
- PC component diagnostics
- Technical documents comprehension
- Incident management
- Server maintenance
- Network administration
- Software installation
- Remote assistance
- Customer support
- Virtualization technologies
- Hardware configuration
- User credential management
Additional Education
09/01/08, 05/01/10
Technical Profile
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Linux
- Microsoft Outlook
- WordPress
- Docker
- HTTP
- LAN
- Network Configuration
Timeline
Technical Support Consultant I
Kansas Board Of Indigents' Defense Service
05.2024 - Current
Technical Support Consultant II
Kansas Department of Children and Family
09.2021 - 05.2024
Technical Support Consultant Temp
Key Staffing Inc.
06.2021 - 09.2021
Technical Support Representative
Inmotion Hosting
06.2020 - 06.2021
Technical Project Manager
Office Communications LLC
12.2019 - 05.2020
Technical Project Manager
Saitell Technology Inc
05.2017 - 11.2019
Technical Support Representative
Dakota Consulting Inc
02.2017 - 04.2017
Technical Support Specialist
Comcast Corp
05.2015 - 01.2017
Technical Certificate - Computer Repair And Networking
Washburn University of Topeka
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