Kevin Marsh
Mattoon,IL
Summary
Versatile Support Specialist skilled at handling data, technical issues and personnel support tasks in distributed environment. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements. Offering 3 years of experience in technical support.
Overview
16
16
years of professional experience
Work History
Support Specialist – Tier 1
Patterson Companies
08.2023 - Current
- Respond to incoming customer requests via phone, email and/or chat sessions. Primarily answering customer phone calls.
- Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
- Maintain technical expertise and proficiency with all related and relevant software and computer systems.
- Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.
- Communicate professionally and effectively with customers for follow-up when required.
- Maintain relevant skills and credits via internal support continuing training courses.
- Follow established department processes and procedure.
- Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.
- Achievements
- In the top 1% of my team in KPI ratings.
- 100% on customer satisfaction surveys
- Used for training new hires, having live call listened to by new hires for training purposes.
- Selected to be a mentor for new hires.
Customer Service Representative - Loyalty Dept.
AT&T
08.2021 - 10.2022
- Answer customer/client requests or inquiries concerning services and products and report problem areas.
- Utilize various systems and tools to initiate, to assist, and service customers.
- Continually maintain working knowledge of all company products, services and promotions.
- Make sensible recommendations according to customer needs.
- Utilize operational systems to process purchases of all products and services.
- Administer system functions on all opening, closing, and balancing procedures according to finance guidelines.
- Engage virtually with management as needs of the business require.
- Achievements
- In the top 5% of my team in KPI.
- 99% or above on Customer Satisfaction Surveys
- Chosen to be on the Integrity Ambassador team, which meets to train and develop integrity habits and how to avoid integrity mistakes.
Production Manager
Mattoon Precision Manufacturing., Inc
04.2019 - 07.2021
- Overseeing the production process and managing the production schedule.
- Reviewing schedules and production orders concerning inventory requirements, staffing requirements, work procedures and duty assignments, considering budgetary limitations and time constraints.
- Review operations and confer with technical or administrative staff to resolve production or processing problems.
- Hire, train, evaluate, or discharge staff or resolve personnel grievances.
- Prepare and maintain production reports or personnel records.
- Achievements
- Achieved highest Continuous Improvement rate in all departments.
- Kept delivery rates above 98% even during pandemic
- Maintained full staff and schedules through the pandemic
- Upped production by 40% to meet demands of Toyota and Subaru.
Team Coordinator
07.2010 - 04.2019
- Organizing work to meet demanding production goals.
- Maintained work calendars, including shift scheduling and keeping track of important deadlines.
- Reading Quality Control paperwork, and customer blueprints, and editing CNC programs.
- General machine repair and fork truck operation.
- Achievements
- Took over new electronic stability control department and turned it into the most efficient department in the plant.
- Met schedules 100% of the time in this department, with less than 2% quality issues.
- Fellow engineer and I set up all machines and trained all employees in the new department, and constantly updated procedures and demands to customer request.
Education
Google IT Support Professional Certificate -
03-2023
High School Diploma - undefined
Casey Westfield Jr. Sr. High School
Casey, IL06-1995
Skills
- Troubleshooting
- Communication Skills
- Information Technology
- Hardware
- Windows OS
- Linux OS
- Remote connections and virtual machines
- Networking
- Data Entry
- Excel
- Microsoft Word
- Microsoft Office 360
- VMware
- VPNs
- Firewalls
- Proxies
- Implementing and managing directory services
- Basic computer architecture
- Cybersecurity
- Data management and recovery
- Customer Service
- Android/IOS systems
- Remote support
- Support services
Timeline
Support Specialist – Tier 1
Patterson Companies
08.2023 - Current
Customer Service Representative - Loyalty Dept.
AT&T
08.2021 - 10.2022
Production Manager
Mattoon Precision Manufacturing., Inc
04.2019 - 07.2021
Team Coordinator
07.2010 - 04.2019
High School Diploma - undefined
Casey Westfield Jr. Sr. High School