Kevin Hardy Email & Phone Number

Lakeland, Fl, Us

Remote

• Support clientele and partner vendors (Nordstrom, Starbucks, etc.) with LTE routers such as Cradlepoint, Pepwave, DataRemote, Inhand or similar equipment• Interface with various vendors to recreate field incidents with ticketing systems such as Zendesk, Jira to drive towards resolution• Troubleshooting various telecom issues and protocols such as G711, VOIP, SIP, T.38.• Proficient using Netsapiens/Voipmonitor and familiarity with common panel protocols (ContactID, SIA, 4+2, etc.).• Create customer education materials, such as user guides, FAQs, manuals, release notes, root-cause analysis, tech bulletins, product specs, etc.• Worked with Field Technicians on service calls/installs• Troubleshooting issues with POTs to VoIP cutovers (Elevator Lines, Alarm lines, Modem Lines)

Support Evolution Digital’s clientele and partner vendors with on-call, onsite and remote assistance with all products and devices. This includes a wide variety of broadcast products: TiVo iGuide platforms, VU-IT! PPV and VOD services, Android TV products and services, TiVo APK products, SEI Robotics STB products, KAON Media Wi-Fi products, and Plume Wi-Fi services • Interface with Evolution Digital’s vendors to recreate field incidents with ticketing systems such as Zendesk, Jira, and BMC Remedy to drive issues to resolution• Assisting QA teams with testing newly released software/firmware, product materials, replicating customer field reports, etc.• Communicate escalation of customer requests to Engineering, QA, and Deployment teams when expressed by supported customer and requiring greater than tier 3 engineering feedback• Participate or own in the creation of customer facing documentation including but not limited to user guides, FAQs, manuals, release notes, root-cause analysis, tech bulletins and product requirements• Train customers when installing or repairing products or services on-site• Train in-coming employees on proprietary systems and company procedures and protocol • Provide recommendations of new technologies or products that would benefit Evolution’s customer base• Provide technical sales and demo support as needed

The last line of technical support for our Xfinity Mobile ProductSupporting all stores across the United States, with highly advanced issues such as; activation, porting, billing, device unlocking and etc. Provisioning devices to ensure they are functioning properly. Working with various mobile devices such as iPads, iWatches and etc.Assisting stores with making sure policies and procedures are up to date and communicated. Extensive knowledge with launching 5G compatible devices

Denver, Colorado

Greenwood Village, Colorado

Last line of technical support for customers, supporting Digital Voice, Internet and video Helping customers configure LAN/WAN settings Resolving complex telephone issues, such as can't make or receive calls Helping new hires and assisting peers Coordinating with engineers to help duplicate and resolve problems Provisioning customers equipment to ensure services are running properly Resolving IP routing issues

Littleton, Colorado

Monitoring large private networks for enterprise customers such as Facebook, Bank of America, US Bank and many others Reporting network alarms to clients in a timely mannerMeeting service level agreementsTrouble shooting fiber optics and optical network equipment Handling escalations from field techniciansWorking tickets through the remedy ticketing systemTrouble shooting Ethernet and routers

Centennial, Colorado

Supporting field technicians on installations and trouble callsProvisioning customers equipment to ensure proper installationResolving complex issues such as; telephone routing and static IP routing issuesResolving escalations from field supervisorsHelping field technicians configure LAN/WAN settings Assisting peers resolve complex issues and helping new hiresProvisioning telephone switches to ensure customers services are running appropriatelyActivating and building telephone subscriptions using the national NPAC system

Greenwood Village, Colorado

Monitoring email/chat room to assist field supportWorking with various carriers to port numbers over to ComcastProvisioning network/telephone services to ensure customers services are working at time of installActivating/building telephone subscriptions using the national NPAC systemResolving complex issues such as network and telephone routing issuesAssisting field IT to ensure our tools and programs are working properlyHelping peers in resolving complex issues and escalations

Manchester, New Hampshire

Troubleshooting digital voice, high speed internet and TV products and walked customers through email issuesResponsible for maintaining goals and metricsSelected for Welcome Call Team, called customers after they were installed and checked how services were. Audited orders and reviewed issues and concernsSelected for Peer Assistance Support, took escalations from other reps on the floor and helped with issues and questions.Participated in the Care Focus GroupAssisted in other departments, such as Tier 2 Technical Support/Change of Service