Dave Kenher Email & Phone Number

Newburyport, Ma 01950

Haverhill, Ma

• Support local customers on many different computer, printer, networking and software issues including; Software installs/upgrades, installing of programs and updates, Internet Problems / Connectivity issues, Virus removal, MSOffice support, training on websites such as: EBAY, Amazon, LinkedIn, Facebook, Twitter, etc. • Various short contracts. Remain on call for any Technical support needed.

Billerica, Ma

• Upgraded 50 office Desktops and Laptops to Windows 10. Wiped Hard drives on the older XP machines and dissembled for recycling. Installed XP on some older laptops that could not handle Win 8 or 10. Performed maintenance: Memory upgrades, cleaning internal parts, installing specific programs, and replacing any non-working parts within laptops and desktops. • Helped office staff PC’s with login and lockout issues using Active Directory and performed daily check-ins with users to troubleshoot issues ranging from programs not responding to system set-up and hardware and software issues and upgrades.

Salem, Nh

• Respond to inquiries regarding 401(k) technical, product, and compliance questions by researching and resolving issues. • Troubleshoot participant issues utilizing desktop tools and resources including ADP, MS Office and other systems and the business processes that support them.• Develop and maintain effective communications to ensure participant satisfaction on issue resolution.

Billerica, Ma

Haverhill, Ma

• Supported office staff with computer support including various troubleshooting, installs, upgrades and set-up. • Provided support to customer via phone, email and in person to confirm orders.• Responded to email/ phone requests for products, services.• Setup and organized customer visits for in house training and for sales team travel to make local customer visits.• Followed up with customers and distributors related to specialty products.• Tracked product sales ran reports worked closely with the product team and helped in creating new products or promotions.

Woburn, Ma

·Maintain data in Lab Assist including creating and or editing users within it.·Make sure PC's are up to date with all necessary updates, virus protection, and appropriate Hardware for each department.· Organizing /Prepping and labeling samples to prepare them for analyzing. Responsible for also entering /uploading data for reports for clients.

Methuen, Ma

·As Project manager I managed a team of 5 to 7 technicians.-Handled all escalated calls, ran daily reports on performance, conducted interviews and reviews for existing or new members of the team.-Worked directly with upper management with both weekly and monthly meetings.-Conducted bi-weekly meetings with my team to discuss performance, changes, new software or hardware and other various projects. ·As a Technician I provided computer support to customers on a very broad basis (Tier1 to Tier 3).-Provided outstanding customer service experience with every call.-Investigated and resolved common user account problems for email and intranet access to corporate systems-Conducted follow up support services to reduce repeat occurrences of common support issues. I received numerous customer service awards.-Troubleshoot and resolve personal computer, operating system, office suite and internet software issues for business users. Often times utilizing remote software to enable us to log into the customers PC.-Diagnosed and supported online learning environment software issues, user accounts and VoIP access

Framingham, Ma

-Responsible for handling large flow of incoming calls regarding new software to be installed in Bose products. I then walked customers through installation process of this new software.-Supported customers over the phone with setup and installation of Bose home theater systems. -Completed sales orders for end user consumers and companies for Bose products.-Maintained active database of all Bose customers using SAP database.-Diagnosed technical issues and did troubleshooting to resolve issue or set up repair order if issue was more complex.

Woburn, Ma

· General office duties including; answering phones, filing, faxing, typing reports, scheduling clients and labeling and prepping samples· Drove to various sites and picked up samples from clients. Brought back samples to Pro Science to give to analysts to examine and test for harmful chemicals.· Helped to organize and label samples and prepare them for analyzing. Also began analyzing certain samples under the microscopes.· Made appointments and quoted prices with various clients regarding turnaround times for the samples they were bringing in.

Burlington, Ma

Responsible for setting operational policies and guidelines for secure networking practices, managing Genuity network security operations and developing networking security awareness for customers and employees.I was given a promotion to Project Manager in the final months of employment. * Dealt with major ISP's, law enforcement and lawyers either on the phone, through email, or in person.* Used Unix and various internet tools to track down people who are violating Genuity's acceptable use policies.* Tracked customer information in Vantive ticketing system.

· Helped analog customers who were having trouble with various issues such as connectivity and email preferences. Set-up DUN, configured TCP/IP stack, Modem properties and walked customers through installations of new accounts. · Supported ADSL customers with any connection problems. Solid knowledge of all aspects of DSL form install to connecting. Utilized various tools through the Internet along with a strong understanding of the OSI, routers, and IP addressing, Trace Routes, and Pinging.· Responsible for training new employees, "roaming" to assure quality customer service, and given the promotions of Tier 2, Tier 3, then Roamer.