Kevin Breazeale
Technical Support Specialist
Oakley,CA
Summary
I am an accomplished Product and IT Tech Support Manager with a demonstrated track record of leading metrics-driven teams and implementing innovative business technology solutions. My expertise lies in identifying and resolving diverse technical issues while optimizing customer experience, security, privacy, and cost. Proficient in critical areas such as Active Directory, Networks, and Telecommunications, I consistently push boundaries to achieve the best possible outcomes. With a commitment to excellence and a proven ability to make a significant contribution to any team, I am well-prepared to drive success in any organization.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
On-Shore Delivery Manager for Blue Cross Blue Shield (BCBS)
Mastek, Inc
01.2023 - Current
- As an On-Shore Delivery Manager, your primary responsibilities include:
- Managing the NICE CXONE project for BCBS.
- Overseeing two NICE inContact Admins in India responsible for configuring and implementing the cloud call center.
- Providing project milestones to senior management and Mastek stakeholders.
- Assisting with onboarding for new Mastek employees who are hired to work on the BCBS project.
- Coordinating with four teams that support BCBS after business hours, which include Help Desk, IBM SI, Tech Ops & NICE CXONE.
- Participating in weekly meetings with the BCBS Telecom team, NICE CXONE, and BCBS Tech Ops Manager.
- Attending monthly meetings with the BCBS senior management team.
Healthcare IT Customer Service Nice inContact Project Delivery Manager
Satellite Healthcare
02.2019 - 01.2023
- Managed a team of 11 technical support analysts to ensure smooth IT customer service delivery.
- Reduced recurring support tickets by 45% by adopting ITSM best practices.
- Provided superior C-level and physician VIP customer support by executing a new IVR workflow.
- Coordinated the implementation of a new IVR for the patient portal, enabling patients to secure their medical records.
- Deployed quality metrics in the organization’s call center and submitted team performance reports to the leadership team.
- Assisted in transitioning the entire company to a cloud-based Unified Communications (UCaaS), resulting in a 75% reduction in travel costs and improved productivity.
- Improved SLAs by 50%, increased customer satisfaction from 85% to 96%, and reduced recurring issues by 75% by driving ITIL, implementing ServiceNow, and establishing a metrics and SLA customer-oriented mindset.
- Helped implement mobile device management (MDM) and Bring Your Device (BYOD) policy, cutting service time by 70% and realizing 60% savings ($250K annually) in operational expenses.
- Assisted in successfully implementing a Telehealth solution, enabling patient services remotely.
- Administered adds, moves, and changes of desktops, laptops, printers, and monitors for 95+ internal medical facilities within a Citrix and Azure environment.
Lead Tech Application Support Engineer
Satellite Healthcare
07.2013 - 02.2019
- Served as Lead Tech Application Support Engineer with ownership of smooth integration and replacement of legacy American Telephone system with inContact virtual cloud-based call center.
- Contributed proactively to installing and coaching 95 clinics, training nurses, medical assistants, biomedical technicians, and social workers on the Cisco Telepresence video conference system.
Application Support Engineer
Satellite Healthcare
07.2008 - 07.2013
- Trained all Medical Assistants and Clinical Admin Coordinators on efficiently using the SPIN Back Office Electronic System to scan medical records, documentation, and doctors’ comprehensive medical notes into a Sharp Commercial copier.
Telecommunications Engineer
Resmae Mortgage Corporation
Yorba Linda, CA
- Researched and recommended network and data communications hardware and software.
- Performed telecommunication and networking business evaluations.
- Worked closely with network administrators and server engineers to deliver quality service.
- Analyzed and interpreted complex data from multiple sources.
- Initiated improvements to operational efficiency of network.
- Performed day-to-day monitoring, management, administration and support of alarm systems.
- Analyzed user-generated trouble tickets to determine causes of problems and took appropriate action for resolution.
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP, and CTI applications.
Technical Support Engineer
ShoreTel Communications
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Served as primary point of contact for support relating to owned solutions and products.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained response times to support business continuity.
- Documented faults and bugs for referral to development staff for use in updates.
- Advised senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Explained technical information in clear terms to promote better understanding for non-technical users.
Education
No Degree - Business Management
University Of Phoenix
San Jose, CA 9 2012 - 06/2013
Associate of Science - Computer Networking And Telecommunications
Associated Technical College
Anaheim, CASkills
Unix
Supporting VoIP
Network Protocols
Telecommunications Repair
Project Leadership
Team Collaboration
Information Confidentiality
Change Management
Operating System Management
Documentation and Reporting
Technical Troubleshooting
User Support
Agile Framework
Staff Hiring
Project Coordination
Project Planning
Technical Skills
GoToAssist, SolarWinds, Citrix Director, NICE InContact, Studio, McAfee, Slack, Cisco Meraki, GoToMeeting, Zoom, MS Teams, WebEx, OpenVoice, Ascend LabCheck, LanSweeper, Desktop Central, Thycotic, JIRA, SharePoint, Yammer, Office 365, Windows 10 & 11, Global Protect VPN, Microsoft CRM & CWMS (Contingency Workforce Management), ADP, Ulti-Pro, Cisco Jabber, Sophos, Rapid 7, Cisco Routers/Switches, Finisar’s Network Splitters, Finisar’s Taps, Finisar’s LAN, SAN & WAN Hardware Analyzers, Net Optics Taps, Shoregear IPBX Switch, Shoregear T-1 Switch, HP ProCurve Switch, Sharp Copier, HP Printer, iPads, MacBook, Microsoft Surface Tablets, iPhones and Android Phone, Zebra Printers, ServiceNow, Manage Engine Service Desk, Clarify, Remedy, Microsoft CRM, Peregrin, TCP/IP, Windows Server 2008, Active Directory, Microsoft Exchange Server, Manage Engine AD360
Training
Agile foundations ITIL Service Management Introduction to Artificial Intelligence AWS Certified Cloud Practitioner AWS Certified Cloud Practitioner Intro to Artificial Intelligence
Certification
AI, Mastek-
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AI, Mastek-
11-2023
Agile, Linked In
11-2023
ITSM
11-2023
On-Shore Delivery Manager for Blue Cross Blue Shield (BCBS)
Mastek, Inc
01.2023 - Current
Healthcare IT Customer Service Nice inContact Project Delivery Manager
Satellite Healthcare
02.2019 - 01.2023
Lead Tech Application Support Engineer
Satellite Healthcare
07.2013 - 02.2019
Application Support Engineer
Satellite Healthcare
07.2008 - 07.2013
No Degree - Business Management
University Of Phoenix
9 2012 - 06/2013
Associate of Science - Computer Networking And Telecommunications
Associated Technical College
Telecommunications Engineer
Resmae Mortgage Corporation
Technical Support Engineer
ShoreTel Communications