Keith Vance Email & Phone Number

Newport News, Virginia, United States

• Provide first/second level contact and problem resolution for customer issues.• Work with Third Party Vendors to remediate complex AV issues as needed.• Provide timely communication on issue status and resolution.• Maintain ticket updates for all reported incidents.• Install, upgrade, support and troubleshoot XP, Windows 7, Windows 8.1, Windows 10 and Microsoft Office 2010, Cisco Jabber, another authorized desktop application.• Install, upgrade, support and troubleshoot for printers, computer hardware.• Perform general preventative maintenance tasks on computers, laptops, printers.• Perform remedial repairs on Desktops, laptops, printers, and any other authorized peripheral equipment.• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.

Hampton Roads, Virginia Metropolitan Area

Onsite Desktop Engineer for Hampton Roads Community Action Program

Williamsburg, Virginia, United States

Organization wide Apple managerAssists with troubleshooting ordering and vendor support for apple productsModerate and administer zoom webinars and meetings Zoom administrator Printer copier and scanner administrator Deal closely with vendors in printer support and supply replenishment Assists in basic troubleshooting of Audio Visual equipment Provide remote troubleshooting

Remote

The last line of contact to all customers and advisorsSupport and supervisor contact for advisorsUse the skills learned from past positions in the company to supervise and train advisors

Hampton Roads, Virginia Metropolitan Area

The last line of contact for all customersSupport and supervisor contact for advisorsUse the skills learned from past positions in the company to supervise and train advisors Offers guidance in troubleshooting and customer service by teaching advisors on the spot as a call is in progressAssists lower lines of business with calls when the volume is high

Remote

Assisted customers with their mac devices and software programs • Assisted customers with ios devices and servicesCarefully listened and understood customer issuesProbed and isolated issue causesUtilized available resources to identify appropriate solutions for customers • Explained product features and benefitsAnswered questions and set proper expectations for customer inquiries Ensured customer satisfaction through effective call resolutionIdentified and escalated emerging product or customer dissatisfaction issues

Hampton Roads, Virginia Metropolitan Area

Assisted customers with ios devices and services • Carefully listened to and understood customer issues Probed and isolated issue causesUtilized available resources to identify appropriate solutions for customersExplained product features and benefitsAnswered questions and set proper expectations for customer inquiries Ensured customer satisfaction through effective call resolutionIdentified and escalated emerging product or customer dissatisfaction issues

Norfolk, Virginia, United States

Assisted Manager with daily operations of restaurant and associates (formulating work schedules, inventory ordering, etc) Performed other tasks as directed by managementTrained and developed other management staff and team membersThe supported management team and General Manager in their operational decisionsMaintained a cooperative and harmonious working relationship between management team and crew Planned and prepared work schedules to provide the best possible level of customer service

Resolved issues reported by customers as well as issues by employeesAssisted in running Back of House operations (BOH) in the kitchen and preppingDeveloped new cooks in recipe compliance and BOH proceduresHeaded operations of the store with a crew of at least four as a shift leaderComputed money from safe and registers for End of Day audits as well as deposited money • Delegated job duties for the shift Handled operations for both BOH and Front of House (FOH)Assisted FOH operations by cross-training and working as a cashier/server

Assisted in customer services disputesAssisted customers with fittings, as well as the purchase of merchandise •, Ran a register while adhering to policy Resolved customer issues and complaints

As a cryptologic technician i operated collection and analysis consoles on surface, subsurface, and airborne platforms, as well as at shore commands was the first line of defense against inbound threats and anti-ship missiles for deployed units worked with highly classified and technical material in support of national security provided electronic intelligence support to commands throughout the world tracked surface and airborne targets of interest to determine defensive maneuvers and tactics in case of attack operated electronic detection and deception systems operated state-of-the-art electronic receivers, signal modifiers, digital recording devices and associated peripherals in collection of airborne, shipborne, and land-based radar signals performed in-depth technical analysis of radar signals/systems to produce technical reports and briefs for operational facilities in the United States, Hawaii, Japan, Spain, Great Britain, Australia, and various remote sites throughout the world created and maintained technical databases used by local and national level agencies

Technology Professional 6, Net+, Sec+, Cysa+

Social Sciences