Summary
Overview
Work History
Education
Skills
Websites
Links
Languages
References
Timeline
Generic

Kevin Nease

Amarillo

Summary

Skilled Technical Support Specialist with a background in providing top-notch customer service and resolving complex technical issues. Strengths include a deep understanding of various software, hardware, and remote support applications, and excellent problem-solving skills. Previous roles demonstrate strong communication abilities, successful client relationships built through clear explanation of technical terms and processes, consistent positive feedback for swift issue resolution, experience in fast-paced environments, and adaptability to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.

Overview

13
13
years of professional experience

Work History

Technical Support Specialist MacOS

Mosyle
Winter Park
04.2023 - Current
  • Documented all customer interactions and solutions in a detailed ticketing system for future reference.
  • Collaborated with cross-functional teams to escalate complex technical issues for prompt resolution.
  • Maintained professionalism while de-escalating tense situations with frustrated customers.
  • Provided feedback to development team regarding end-user bugs and issues.
  • Delivered technical support to customers via phone, email, and chat, troubleshooting hardware and software problems.
  • Assisted with troubleshooting, onboarding, and configuration of MDM for education and business clients.
  • Provided feedback to the development team regarding end-user bugs and issues.
  • Provided technical support for Apple device management solutions.
  • Resolved user issues through troubleshooting and problem-solving techniques.
  • Conducted training sessions for clients on application features and best practices.
  • Maintained knowledge of industry trends to enhance customer support strategies.
  • Communicated with customers to identify issues, walk through solutions, and initiate corrective actions to restore service and functionality.

IT Technical Support Specialist

City Of Amarillo
Amarillo
03.2021 - 04.2023
  • Provided remote and on-site support for 2000 end users, including Public Safety personnel.
  • Provided technical assistance to end users on a variety of issues, including hardware and software related problems.
  • Delivered technical support for City IT systems and applications to enhance operational efficiency.
  • Set up and deployed new hire desktops, laptops, and software to ensure timely onboarding.
  • Reviewed support cases for troubleshooting accuracy and identified process improvements.
  • Tracked progress of service requests using ticketing system while providing timely updates to customers.
  • Collaborated with teams to improve IT support processes and procedures.
  • Developed strong customer relationships to meet quality expectations in IT support.
  • Maintained accurate records of service requests and resolutions.
  • Documented technical information such as troubleshooting steps taken during issue resolution process.
  • Documented technical information, such as troubleshooting steps taken during the issue resolution process.
  • Maintained up-to-date case documentation for reference and future training purposes.
  • Assisted users with troubleshooting hardware and software issues.

IT Help Desk Technician

Kamino Technology LLC
Amarillo
10.2019 - 02.2021
  • Provided MSP support for small business end users while maintaining composure in challenging situations.
  • I resolved customer inquiries and concerns with professionalism and care.
  • Maintained accurate records of service activities and client interactions.
  • Configured new hire accounts and set up equipment for employee use.
  • Researched technical issues across various systems to identify resolutions and answer inquiries.
  • Maintained detailed records of work requests, data communications, and resolution actions.
  • Assisted customers with technical issues through email, live chat, and telephone.
  • Developed unique workarounds for IT-related problems to enhance user experience.
  • Collaborated with staff and management to determine requirements for new systems.
  • Executed clerical and administrative tasks related to onsite support operations.
  • Maintained accurate records of service calls and customer interactions.

Senior Client Support Engineer

Staz Entertainment LLC
Centennial
04.2012 - 09.2019
  • Provided customer support for 1,800 end users, achieving 98% approval rating year after year.
  • Created knowledge base articles and training materials for new users of the system.
  • Educated customers on technology issues using clear, accessible terminology.
  • I successfully managed the deployment of the two-factor authentication project to over 1,800 employees, including documentation and communications.
  • I lead an annual desktop and laptop refresh project, which involves researching hardware, obtaining quotes, collaborating with procurement for purchasing, receiving, imaging, and deploying systems.
  • I successfully reduced the costs of systems, saving the company additional money year over year, and allowing for equipment purchases.
  • Managed Windows and Mac updates across 2,000 systems to ensure uninterrupted availability.
  • Handled technical issues via phone and email, delivering effective bug fixes and product updates.
  • Documented user feedback to inform product improvements and updates.
  • Oversaw cloud-based backup and recovery of customer data, integrating disaster recovery protocols.
  • Provided technical support to clients using Staz Entertainment software solutions.
  • Conducted training sessions for clients on product features and best practices.
  • Managed users' inquiries through the ticketing system for efficient issue resolution.
  • Assisted in onboarding new users by configuring accounts and systems.
  • Maintained knowledge of industry trends to support client needs and inquiries better.
  • Facilitated communication between users and internal teams for seamless project execution.
  • Documented all pertinent information about customer inquiries and resolutions.
  • Performed troubleshooting techniques to identify the root cause of users' technical problems.
  • Researched solutions from third-party vendors for compatibility with existing software platforms.
  • Attended regular meetings with team members to discuss progress on projects or tasks assigned by management.
  • I identified, researched, and resolved customer issues quickly.
  • Monitored client systems for potential outages or errors and took corrective action when necessary.
  • Assisted with the installation of software applications for clients.
  • Tested new products before deploying them in the production environment.
  • Diagnosed network connectivity issues between internal systems and external vendors using various tools like ping and tracert.
  • Conducted remote sessions with customers to resolve complex technical issues.

Education

Associate's degree - Computer Science

College America-Denver
Denver, CO
07.2004

Skills

  • Windows Remote Desktop and Citrix
  • Technical troubleshooting
  • Apple MDM configuration
  • Hardware diagnostics
  • Remote support
  • Systems deployment
  • Ticketing systems
  • Training development
  • Problem solving
  • Effective communication
  • Time management
  • Hardware configuration
  • Asset management
  • System diagnostics
  • Remote technical assistance
  • Troubleshooting and diagnosing
  • Technical instruction
  • User training
  • Advanced troubleshooting
  • Issue research
  • Customer support
  • Virtualization technologies
  • Incident management
  • Remote IT implementation
  • Problem resolution
  • Mobile device management
  • Operating systems
  • Remote diagnostics
  • Software installation
  • System provisioning
  • Application installations
  • Account management
  • Remote desktop services and support
  • Application support
  • Accurate documentation
  • Desktop component repair
  • Hardware upgrades
  • Disaster recovery
  • Data recovery
  • Performance optimization
  • Desktop support
  • Microsoft outlook
  • Decision-making
  • Incident tracking
  • User support
  • Product knowledge
  • Customer service
  • Call tracking
  • Windows 10
  • ServiceNow and Remedy
  • Microsoft Office applications
  • Slack and TeamViewer
  • Network support and VoIP
  • Mobile device management and MobileIron
  • Computer hardware and software troubleshooting
  • Remote access technologies
  • Operating systems expertise
  • IT support and help desk services
  • Active Directory management
  • VPN and TCP/IP configuration
  • Microsoft Exchange and Azure administration
  • Mac OS and iOS proficiency

Links

https://www.linkedin.com/in/kevinnease

Languages

English
Full Professional

References

References available upon request.

Timeline

Technical Support Specialist MacOS

Mosyle
04.2023 - Current

IT Technical Support Specialist

City Of Amarillo
03.2021 - 04.2023

IT Help Desk Technician

Kamino Technology LLC
10.2019 - 02.2021

Senior Client Support Engineer

Staz Entertainment LLC
04.2012 - 09.2019

Associate's degree - Computer Science

College America-Denver

Similar Profiles

CREATE PROFILE
Kevin Nease