Kelvin Humphrey
Quinlan,USA
Summary
To obtain a sales position that will effectively utilize my expertise in IT Security & Administration as well as Customer Support and team leadership capabilities.
Experienced with diagnosing and resolving technical problems to optimize system performance. Able to utilize network management and hardware maintenance skills to ensure seamless operations. Knowledge of providing efficient support in fast-paced environments.
Systems: Windows 7/8/10, Mac OS X, iOS, DNS and DHCP, Network, Physical and Logical Security, Network Standards and Protocols, IPS/IDS Intrusion Prevention System, and Intrusion Detection System
Hardware: RAM, Hard Drives, Motherboard, Network Interface Cards, and Processors
Software: Microsoft Firewalls, identify types of Malware, Adobe Acrobat XI Professional, Scripting with Visual Basic, Classless IP Addressing
Overview
25
25
years of professional experience
1
1
Certification
Work History
IT Help Desk Agent
NCR
09.2023 - Current
- Improved customer satisfaction by promptly addressing and resolving technical issues.
- Streamlined help desk processes for increased efficiency and faster response times.
- Increased first call resolution rates by providing accurate and timely solutions to user inquiries.
- Certified IT Professional with a diverse background in pursuit of multiple CompTIA, Linux, and Microsoft certifications.
- Skills including but not limited to computer networking, analytical thinking and creative problem solving.
- Able to apply customer service concepts to IT to improve user experience for clients, employees, and administration.
- A dedicated commitment to a team environment dynamic with the ability to contribute expertise and follow leadership directives at appropriate times.
Concrete Finisher
Armorock Polymer Concrete Company
05.2019 - 09.2022
- Operated, cleaned and maintained machinery to build 4ft-15ft concrete manhole molds
- Operated concrete pouring machine
- Helped keep facility organized
UNION ROOFER
Castro Roofing
03.2018 - Current
- Roofing at Dallas locations. Job duties include tear-off, heat welding, cement, cement waterproofer, hand tools, painting, restoration
- 2nd year apprentice laborer – cleanup, roofing helper, cement water proofer
UNION ROOFER
Patriot Group
12.2017 - 03.2018
- Roofing at General Motors Plant. Job duties include tear-off, heat welding, cement, cement waterproofer, hand tools, painting, restoration
- 2nd year apprentice laborer – cleanup, roofing helper, cement waterproofer
UNION ROOFER
Schreiber
03.2017 - 12.2017
- Roofing at General Motors Plant. Job duties include tear-off, heat welding, cement, cement waterproofer, hand tools, painting, TPO
- 1ST year apprentice laborer – cleanup, roofing helper, cement waterproofer
UNION ROOFER
Christian Detroit
09.2016 - 03.2017
- Roofing at General Motors Plant. Job duties include tear-off, heat welding, cement, cement waterproofer, hand tools, painting, TPO
- 1ST year apprentice laborer – cleanup, roofing helper, cement waterproofer
ACCOUNT MANAGER
Lois law - (Wolters Kluwer)
08.2008 - 07.2009
- Manages territory customer account list of clients by monitoring current client subscriptions for nearing expiration dates and conversion from print to online opportunities; reviewing lapsed customer lists; proactively soliciting/collecting leads from existing
- Sells/upsells legal product subscriptions and other products
Sales/Customer Service Rep
Novo One- (TXU Electric)
11.2006 - 03.2008
- Responsible for providing and marketing TXU services to new and pre-existing TXU clients.
- Trained clients to maximize use of TXU Energy client site for the purpose of verifying and confirming service plans.
- Attended selling and training meetings to further improve sales, customer objectives, and client service.
- Promote and market various programs to various TXU customers to increase monthly sell goals.
- Ranked #1 customer sales rep in 1stquarter for Novo One.
Telephone Sales & Appointment Specialist
Silver Leaf Resort - (Piney Shores)
03.2004 - 10.2006
- Received inbound calls to promote and qualify customers in selling time shares.
- Sold getaway resort packages outside metropolitan areas to allow members to travel without the expense of air travel.
- Setting selling appointments to complete and confirm paper work and payment of time share packages.
- Assisted with leading and directing other sales reps in acquiring sells.
- Reported to Director of Sales of weekly sales progress.
Sales/Customer Service Representative
Telequest (Southwestern Bell)
02.2000 - 02.2004
- Provided customer support to customers who needed new phone service and/or interrupted service.
- Marketed and upgraded customers in variety of different service plans.
- Researched, and developed new prospects and existing customer to increase sales of the company’s products and services.
- Assisted dissatisfied customers in problem solving their phone service issues.
Education
High School -
Fort Campbell High School
Fort Campbell, KY01.1997
Information Technology
My Computer Career Cert Program
Remote08-2023
Skills
Install and implement wireless networks, and various topologies
Setup and configure computer hardware, software, systems, networks, printers, and scanners
Virus and malware mitigation, cleaning infected computers and implementation of Encryptions
Diagnose, repair, prioritize, and display problem-solving skills when troubleshooting technical issues
Accomplishments
Consistently in the top 1st / 2nd positions on team leaderboard weekly.
Highest number of calls handled and tickets completed daily.
Certification
Information Technology Security and Administration Program Certificate
August 14, 2023
Timeline
IT Help Desk Agent
NCR
09.2023 - Current
Concrete Finisher
Armorock Polymer Concrete Company
05.2019 - 09.2022
UNION ROOFER
Castro Roofing
03.2018 - Current
UNION ROOFER
Patriot Group
12.2017 - 03.2018
UNION ROOFER
Schreiber
03.2017 - 12.2017
UNION ROOFER
Christian Detroit
09.2016 - 03.2017
ACCOUNT MANAGER
Lois law - (Wolters Kluwer)
08.2008 - 07.2009
Sales/Customer Service Rep
Novo One- (TXU Electric)
11.2006 - 03.2008
Telephone Sales & Appointment Specialist
Silver Leaf Resort - (Piney Shores)
03.2004 - 10.2006
Sales/Customer Service Representative
Telequest (Southwestern Bell)
02.2000 - 02.2004
High School -
Fort Campbell High School
Information Technology
My Computer Career Cert Program
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