Kenneth Hagemann
Spectrum
Owego,NY
Summary
Support Technician experienced in diagnosing and troubleshooting software and hardware issues. Delivered exceptional customer service and technical problem resolution within enterprise environments through effective collaboration and adaptability. Focused on proactive problem-solving and comprehensive support for hardware and software systems. Experienced support professional prepared to excel in technical support roles. Strong background in troubleshooting, system maintenance, and customer service. Highly collaborative, adaptable to changing needs, and consistently focused on achieving results. Known for reliability and effective communication skills.
17
years of professional experience
Work History
Support Technician
3 Years 10 Months- Monitored fiber optic lines and coaxial cable lines for the Southeast region. NC to FL.
- Dispatched maintenance technicians to restore customer service during outages.
- Worked with construction coordinators to dispatch maintenance technicians and fibre splicers out for fiber cuts with their supervisors to oversee the cuts.
- When emergencies services would call: fire dept, police dpt or power company for broken power poles, down lines and low hanging lines.
- Updated generator refill times in Lighthouse and CSG.
- Managed high-volume workload during storm season, addressing outages caused by hurricanes, floods, and tornadoes.
- Supporting internal administrative team hardware and software issues.
- Training new employees on the ins and outs of using systems efficiently and effectively.
- Coordinated R.O.C.2 activities
Shop Technician
10 Months- Refurbished and maintained printers for printing as a service, ensuring optimal functionality.
- Updated database with serial numbers & Unit IDs.
- Coordinated shipping logistics for purchases and managed warehouse transfers in collaboration with project management team.
- Updated inventory daily to keep stock levels current.
- Resolved hardware and software issues for the internal administrative team at 1G Network.
- Coordinated shipping logistics for all purchases with project management team. & Handled warehouse transfers.
- Upgrading the network speed from 10/100 Mbps to 1 Gbps with fiber uplink on 4 laboratory floors.
- Upgrading two HP servers (8th and 9th generation) from an older 6th generation system and increasing the performance by up to 50% without having a timeout.
- Setting up a VoIP system.
Purchasing & Logistics Coordinator
2 Years 7 Months- Ordered hardware/software and supplies while maintain a minimum of 15% profit margin.
- Ordered hardware/software and supplies, achieving a minimum profit margin of 15%.
- Generated and processed purchase orders and sales orders in Microsoft Access.
- Coordinated shipping logistics for purchases, collaborating with project management team to meet delivery timelines.
- Track and quote all software renewal quotes for all clients.
- Producing time entry reports for project management and clients.
- Served as dedicated support to sales staff and Director of Sales.
- Managed commissions and produced monthly commissions report.
- Facilitated procurement processes to ensure timely acquisition of necessary supplies.
Regional Field Coordinator
2 Years 6 Months- Scheduling technicians for third party work orders.
- Worked with various platforms to get works orders filled.
- Adjusted schedules to accommodate technician availability.
- Evaluated and chose technicians for jobs using their history and background checks.
- Resolved payment disputes.
- Coordinated installation of all necessary equipment for new projects.
- Facilitated ordering of replacement parts, enhancing operational efficiency. as necessary for work orders through RMA'S.
- Procured replacement parts for work orders through RMAs.
- Coordinated technician schedules to promote on-time arrivals at job sites.
- Monitored and managed technician travel times to ensure timely arrivals at job sites.
Tier 2 Technical Support
7 Months- Conducted onsite virus removal to restore system functionality.
- Executed data backup to new computer systems, ensuring seamless transition and data integrity.
- Component replacement: Motherboards, HDDs, DVD Burners, PSUs etc.
- Data back up to new computer systems.
- Reformat and or reimage client's computer systems.
- Component replacement: Motherboards, HDD's, DVD Burner's, PSU's etc.
- (Contracted Position)
Tier 2 Technical Support
6 Months- Resolved virus infections directly on client devices to restore functionality.
- Facilitated data backup to new computer systems, ensuring data integrity during transitions.
- Data back up to new computer systems.
- Deployment of New laptops and Workstation systems.
- Reformat and or reimage client's computer systems.
- Reformatted and reimaged client computer systems for optimal performance and usability.
- Engaged as a contractor to deliver targeted technological solutions.
Tier 1 Tech Support
2 Years 3 Months- Deployed computers and provided tech support for large corporations.
- Migrated sensitive data to new computer systems, ensuring secure transfer.
- Reimage of clients' systems over their network.
- Migration of sensitive data to new computer systems.
- Document and categorize serial numbers of each system.
- Served as a contracted technician to fulfill specific project requirements.
Education
No Degree - Business Management
Associate of Science - Recording & Video
C
Skills
Microsoft Access
SQL
System monitoring
Microsoft Management Console
Hardware troubleshooting
Mobile device support
Mobile device support
Microsoft Office
Microsoft Microsoft Microsoft Office Suite
Image editing
Windows troubleshooting
System administration
Help Desk Support
Backup management
Network Network installation
Media equipment support Services
Ticket management
MacOS
Windows Server
Video editing
Windows 98
MacOS
Microsoft Windows Server
Operating Systems
Remote Support
Help desk support
Troubleshooting expertise
Performance optimization
Hardware diagnostics
Hardware upgrades
Training expertise
Incident management
Application installation
User training expertise
Customer success
Account management
User Training
Equipment maintenance
Decision-making
Verbal communication
Software support
Customer service expert
Performance optimization
Service support
Call center operations
Technical Support
User Support
Ms access
Ms office
Microsoft outlook
Service Support
Ticket Management
Task coordination
Apple device support
Credential management
Customer Success
Account Management
Hardware Diagnostics
Network Diagnostics
System Administration
Call Center Operations
Product issues
Software Diagnosis
Product training
Data management
Troubleshooting abilities
Product Troubleshooting
Technical Analysis
Technical knowledge
Issue Resolution
Technical Troubleshooting
Operating systems
Customer Service
Performance optimization
Application Installation
Appointment scheduling
Migration
Credential management
Hardware Peripherals
Organizational Management
Timeline
Support Technician
Spectrum
06.2022 - 04.2026
Shop Technician
SunPrint Management
06.2021 - 04.2022
Purchasing & Logistics Coordinator
Data-Tech / Lietz Development INC.
06.2016 - 01.2019
Regional Field Coordinator
Vital Networks
06.2013 - 12.2015
Tier 2 Technical Support
Hewlett Packard
02.2012 - 09.2012
Tier 2 Technical Support
Atos Inc
08.2011 - 02.2012
Tier 1 Tech Support
Peak Systems Inc
05.2009 - 08.2011
Pasco Hernando State College
No Degree from Business Management
Full Sail University
Associate of Science from Recording & Video
St. Pete College
C