Summary
Overview
Work History
Education
Skills
Timeline
Generic

KEVIN SWAN

Dallas

Summary

  • Technical Support Specialist with 10+ years of extensive experience, troubleshooting technical issues with ease and patience.
  • Skilled communicator with great ability to work with wide range of end-users to diagnose and resolve complex technical issues.
  • Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
  • Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
  • To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

12
12
years of professional experience

Work History

Infrastructure Technician

ECOM
09.2019 - Current
  • Reduced downtime by swiftly addressing hardware failures and coordinating equipment replacements.
  • Collaborated with cross-functional teams to plan and execute large-scale infrastructure projects successfully.
  • Maintained network security through diligent patch management and firewall configuration efforts.
  • Improved end-user experience by providing timely technical support and issue resolution for multiple locations.
  • Enhanced network reliability by troubleshooting and resolving IT infrastructure issues.
  • Contributed to cost savings by analyzing vendor contracts, renegotiating terms, and procuring quality equipment at competitive prices.
  • Evaluated software products to determine compatibility with existing systems.
  • Installed and configured network printers and other peripheral devices.
  • Planned and implemented upgrades to system hardware and software.
  • Diagnosed and resolved hardware and software issues.
  • Resolved issues and escalated problems with knowledgeable support and quality service.
  • Supported IT operations for corporate headquarters and nationwide locations.
  • Google GSuite Knowledgeable
  • Manage all users and PCs within Active Directory
  • Created and Monitored monthly trainings for Security issues users could encounter
  • Managed company cell phones/contracts
  • Managed company printer/contracts
  • Managed all Desktop Office equipment
  • Managed Banking software Wells Fargo/Bank of Texas
  • Managed Data Protection Software LookOut for all company cell phones.

Desktop Support Technician III

Realpage
04.2018 - 06.2019
  • Provided support to multiple property management companies
  • Assisted with on-boarding and off-boarding users
  • Deployment of PC's and Desktops
  • Performed PC and Desktop clean ups
  • Installed and Troubleshooted MS Outlook issues
  • Installed and connected users to printers and scanners
  • Connected and troubleshooted check scanner issues
  • Created new users within Office Portal
  • Created new users within Active Directory
  • Created email address for users within the Exchange Management Console
  • Performed re-imaging of PC's and Desktops
  • Created new user profiles for PC's and Desktops
  • Troubleshooted hardware issues

Technical Support Specialist

Calyx Software
06.2015 - 09.2017
  • Provide telephone support to over 200 end users, troubleshooting, diagnosing, resolving, documenting hardware, software, and network related technical issues.
  • Manage call flow and respond to technical support needs of customers.
  • Resolve customer issues in clear, courteous and straightforward manner.
  • Demonstrate professionalism and courtesy with customers at all times.
  • Follow-up with clients to ensure optimal customer satisfaction.
  • Received Customer commendations for quickly resolving complex issues including connectivity problems, security breaches, network slowdowns, systems crash and more.
  • Install software and perform hardware/OS configuration changes as needed.
  • Identify and solve technical issues with variety of diagnostic tools.
  • Train new hires on internal systems and procedures. Trained 3 new hires in 2-month period as company rapidly expanded.
  • Maintain high departmental standards for quality and productivity metrics.
  • Worked closely with team members to meet or exceed all customer service requirements.

Help Desk Analyst

CompuCom
07.2014 - 06.2015
  • Answered average of 30 calls per day by addressing customer inquiries, solving problemsand providing new product information.
  • Resolved customers technical problems and error messages on laptops and iPad's.
  • Provided access for certain programs to medical users.
  • Assisted doctors with certain software installations on laptops and iPad's.
  • Helped medical and other users setup equipment for on-site or at home use.


Customer Service Representative

Experian
12.2013 - 05.2014
  • Assisted customers with credit issues.
  • Monitored customers credit.
  • Handled billing issues.
  • Assisted customers who had fraud issues or required information to be removed from their credit report.
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints professionally with empathy.
  • Accurately documented, researched and resolved customer service issues.


Insurance Adjuster

Staffmark
02.2012 - 12.2012
  • Calculated premiums and established payment methods for sales.
  • Tracked progress of all outstanding insurance claims.
  • Followed-up with customers on unresolved issues.
  • Evaluated accuracy and quality of data entered into agency management system.


Education

Associate of Arts - Business / Marketing studies Business / Marketing

Collin College
Plano, TX

Associate of Arts - Marketing

SOUTH PLAINS COLLEGE
LUBBOCK, TEXAS

Skills

  • Outstanding problem solving and root cause analysis skills
  • Excellent Leader / Team Player
  • Exceptional ability to bring order to chaos
  • Superb interpersonal skills
  • Self-motivated and quick learner
  • Create innovative solutions
  • Strong client relationship builder
  • Excellent computer skills
  • MS Windows proficient
  • Multi-line phone talent
  • Knowledgeable in Mac systems
  • Skilled managing multiple tasks simultaneously
  • OS: Windows (10 & 11) Mac OS, Microsoft Server 2008, 2010, 2016
  • Software Applications: SQL, Active Directory, MS Office (Word, Excel, PowerPoint), Google GSuite
  • Mobile Device Management
  • Networking: Ethernet, Routers, TCP/IP, Domain Names, SSL Certificates, Static IP Address
  • Remote Software: Anydesk, LogMeIn123, GoToAssist, Windows Remote Tool, Teamviewer, Desktop Central
  • Ticketing Systems: Sales Force Remedy, ServiceNow, Mojo, Microsoft CRM
  • Deployments: PC's & Desktops, Printers, Cell Phones
  • Skilled at On-Boarding/Off-Boarding clients with their companies
  • Skilled at connecting users to printers & setting up their scan to email or folder features
  • Software Configuration
  • Parts Inventory Management
  • Organizational Skills

Timeline

Infrastructure Technician

ECOM
09.2019 - Current

Desktop Support Technician III

Realpage
04.2018 - 06.2019

Technical Support Specialist

Calyx Software
06.2015 - 09.2017

Help Desk Analyst

CompuCom
07.2014 - 06.2015

Customer Service Representative

Experian
12.2013 - 05.2014

Insurance Adjuster

Staffmark
02.2012 - 12.2012

Associate of Arts - Business / Marketing studies Business / Marketing

Collin College

Associate of Arts - Marketing

SOUTH PLAINS COLLEGE

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