Kevin Upp
Columbus,OH
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Effective peer leadership through skill-based understanding of subject and organization.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Request Coordinator
Morgan Stanley
Columbus, North Dakota
10.2023 - 03.2025
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.
Interim Team Lead
Morgan Stanley
Columbus, OH
06.2022 - 10.2023
- Built strong relationships with agents and other service desk teams through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Co-Lead level 1.5 team composed of level 1 desk's tenured and skilled agents.
- Participated in bimonthly meetings with level 2 helpdesk representatives to discuss trending issues, review feedback, share information, and highlight areas of improvement for level 1 and level 1.5 agents
- Performed monthly quotas for feedback and quality assurance of tickets, calls, and chats
- Facilitated staff meetings of up to 25 members of leadership from across North America.
- Held biweekly team meetings to inform team members on company news and updates.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Gathered, organized and input information into digital databases.
- Monitored agent call status to confirm accountability and provide assistance where needed.
- Performed interviews focusing on technical aptitude and customer service ability.
- Designed and implemented new processes and procedures relevant to areas of expertise.
Technical Support Representative
Morgan Stanley Techconnect
Columbus, OH
05.2019 - 06.2022
- Responsible for in-taking, troubleshooting, and documenting technical support requests from clients; application installation and setup, education on use of software, processing security verification for user account-related issues, troubleshooting hardware and software issues, assisting new hires through on-boarding tasks and first-time setup of their devices, and coordinating with other help desks and agents for expedited resolution of on-going issues.
- Maintaining consistent, positive, and effective customer service for Morgan Stanley employees domestically and internationally by quickly and professionally resolving issues in often high-stress environment.
- Investigation of and providing resolutions to multitude of issues on a case by case basis, often providing opportunity to learn new methods and means of troubleshooting in a challenging environment.
- Providing white glove service for high level officers within the firm.
- Performance of escalations for high priority tasks, often for clients experiencing issues that have been left unresolved for extended periods of time.
- Assists with operation of help chats for fellow agents; providing efficient and high quality mentoring of information and skills developed working for the desk, often in a high volume environment that requires assisting multiple agents at once.
- Tasked with rebuilds of firm computers; performing system rebuilds and reassignment, managing the work queue, creating daily progress reports.
- Improved efficiency of existing rebuild ticket intake practices through applying information gained through experience working in those practices and communicating those changes to peers and leadership.
- Coordinates with clients, site management and other help desks to provide efficient and effective resolutions to problems preventing the use of firm computers.
- Assumed responsibility for day to day rebuild team management including ticket assignment, training of new agents, managing projects, creating effective instructional guides, and being the point of contact for questions, assistance, and escalations for all rebuild-related issues on the desk with minimal leadership intervention and assistance
Security Guard
American Services and Protection
Columbus, OH
10.2018 - 01.2019
- Responsibilities included maintaining a keen eye for detail, assist guests, provide basic first aid, supervision of a security team, enforcing site rules, and to be a contact point between law enforcement and site management.
- Oversaw premises, including entry and exit of up to hundreds employees and visitors daily
- Answered alarms, investigated disturbances and contacted law enforcement personnel to escalate crises
Customer Service Representative
Allstate Insurance
01.2018 - 06.2018
- Responsible for reaching out to clients for transactions and service calls, handling private information, utilizing work based software, acquiring trailing documents, and handling client complaints.
- Collected customer feedback and made process changes to exceed customer satisfaction goals
Security Shift Supervisor
Universal Pro/Allied Universal
05.2016 - 01.2018
- Responsibilities included walking the interior of the site, driving the mobile security unit, and operating the control room cameras, each in two-hour duties.
- Locking the site entrances at closing time, unlocking them in the morning, checking the utility rooms once a day, performing jump-starts and lockouts for vehicles, assisting tenant stores with shoplifting and disruptive guests, giving directions and information to guests, and documenting events throughout the day and report-writing.
- Responsibilities of shift supervisor role included writing a daily report, managing co-workers during the shift, cashing in and out the employees at guest reception, successfully managing stressful situations with potential financial and legal consequences, and operating as temporary site manager when required.
Sales Associate/Key Holder
Radio Shack
07.2014 - 05.2016
- Operating a point-of-sale system, troubleshooting that point-of-sale system, greeting customers, assisting customers in finding products, up-selling target merchandise, keeping the front store clean, stocking product on the shelves, sweeping the parking lot, setting planograms, counting down the cash drawer, depositing the stores cash into the bank, and opening/closing the store.
- Prepared merchandise for sales floor by pricing or tagging
Education
High School Diploma -
Westerville North High School
Westerville, Ohio 08.2008 - 06.2012
Skills
IT technical support
Troubleshooting expertise
Management of user credentials
Customer service specialist
Technical application support
Client account management
Mentorship and support
Project coordination
Team supervision
Effective request coordination
Cross-department collaboration
Cooperative project development
Timeline
Request Coordinator
Morgan Stanley
10.2023 - 03.2025
Interim Team Lead
Morgan Stanley
06.2022 - 10.2023
Technical Support Representative
Morgan Stanley Techconnect
05.2019 - 06.2022
Security Guard
American Services and Protection
10.2018 - 01.2019
Customer Service Representative
Allstate Insurance
01.2018 - 06.2018
Security Shift Supervisor
Universal Pro/Allied Universal
05.2016 - 01.2018
Sales Associate/Key Holder
Radio Shack
07.2014 - 05.2016
High School Diploma -
Westerville North High School
08.2008 - 06.2012