Kevin Fitzgerald

Madison Heights,VA

Summary

Results-driven customer success and technical support professional with over 5 years of experience in delivering personalized onboarding, troubleshooting, and training solutions. Proven ability to quickly assess client needs and develop effective strategies that drive high satisfaction and retention rates. Strong track record in sales and product expertise, consistently exceeding performance metrics in fast-paced environments. Actively pursuing opportunities in customer success, implementation, technical support, or account management to leverage skills and contribute to organizational growth.

Overview

years of professional experience

Work History

Guided Setup Specialist

Intuit

Remote

10.2022 - 05.2026

Lead end-to-end guided setup for new and migrating QuickBooks Online clients, including company file creation, chart of accounts customization, banking connections, sales tax setup, and data migrations while ensuring data integrity and accurate financial foundations.
Conduct personalized virtual setup sessions and training for business owners and bookkeepers, tailoring workflows, automation, and best practices to each client's industry and needs.
Consistently ranked as the highest-performing Guided Setup Specialist for 2+ years in lead acquisition and closing rate; received 500+ positive customer surveys.
Developed job aids, scenario-based training PDFs, and process documentation that improved team productivity and supported new-hire training.
Troubleshoot complex setup issues (bank feeds, integrations with PayPal/Shopify/Square, class/location tracking) and provide ongoing optimization recommendations on sales tax, 1099s, payroll, and multi-currency.

IT Support Specialist

Support.com

Remote

07.2021 - 10.2022

Executed remote troubleshooting for hardware, software, connectivity, security, and operating system issues on Windows, Mac, and mobile devices through phone, chat, and remote desktop channels.
Provided comprehensive assistance to non-technical users, achieving high first-call resolution rates and fostering positive patient experiences.
Tracked and recorded cases in CRM, implementing escalations and conducting follow-ups to guarantee thorough resolution.

Consistently achieved 92%+ Customer Satisfaction (CSAT) scores while handling 25–35 support tickets per shift, ranking in the top 10% of the remote support team.

Maintained a 78% First Contact Resolution (FCR) rate, successfully resolving over 1,200 technical issues monthly via chat, phone, and remote desktop without escalation.
Reduced average ticket resolution time by 22% (from 18 to 14 minutes) through efficient troubleshooting of hardware, software, malware, and connectivity problems.

Front of House Supervisor

BJ's Brewhouse

Canton, OH

01.2019 - 03.2020

Supervised front-of-house operations and a team of 15-25 staff during high-volume shifts, maintaining excellent guest service standards and satisfaction scores.
Managed guest experience by resolving complaints, handling special requests, and upholding professionalism, cleanliness, and food safety protocols.
Oversaw staff scheduling, training, onboarding, and daily coaching.

Education

High School Diploma -

Liberty Christian Academy

Virginia

05-2009

Skills

Software & Tools: QuickBooks Online (expert), Data Migration, Bank Feeds & Integrations (PayPal, Shopify, Square), CRM Systems, Remote Desktop Tools
Technical: Hardware/Software Troubleshooting, Windows & Mac OS Support, Network Connectivity
Professional: Client Onboarding & Training, Solution Design & Customization, Sales & Closing, Team Training & Mentoring, Process Documentation, Customer Success
Soft Skills: Problem Solving, Communication, Adaptability, High Emotional Intelligence, Results-Oriented
Planning and scheduling
Customer support
Good communication
Problem-solving

Accomplishments

Spearheaded product vision and executive pitch for QuickBooks Online Contractor Pro, a new cloud-based, AI-powered SaaS solution bridging QuickBooks Desktop Enterprise to modern construction workflows; conducted market research on the $1.4T U.S. construction industry, identified critical pain points (60% job-costing losses, 80% delays from manual processes), defined 12+ differentiated features (AI analytics, mobile AR/barcode scanning, AIA invoicing, subcontractor portal, sustainability tracking), built competitive analysis matrix, and delivered financial projections targeting $60M annual revenue by Year 3.
Developed comprehensive sales rebuttal and lead apprehension training materials for QuickBooks customer-facing teams; authored scripted, empathetic responses to 7+ common objections (budget concerns, “just want to play with the program,” fit uncertainty, small-business simplicity); standardized lead-closing techniques that drive free expert consultations and improve conversion rates while maintaining a customer-first experience.
Created an engaging, gamified training and user guide for QuickBooks Live Tax featuring 8-bit pixel-art (Super Mario) design to simplify tax-prep education; outlined key features (automatic data import, expert assistance, full-service option), benefits (time savings, accuracy, peace of mind), step-by-step implementation, customer-engagement questions, and eligibility notes; designed to boost user adoption and reduce support burden for accountants and small-business owners.

Timeline