Keith Heflin Email & Phone Number

United States

• Answer incoming customer phone calls/ Solve customer technical related inquiries • Diagnosing technical issues Running systems test to complete daily operations • Troubleshooting equipment that needs technical repair • Updating system software • Provided daily technical support e-mail. network connectivity, peripheral equipment, and system maintenance • Deployed, maintained and operated numerous devices such as PC’s data projectors, iPads, Smartphones, and sound systems• Assisted in installing and maintenance of networking infrastructure. Helped transition wireless network from hot-spots to 100% signal coverage by installing and upgrading switches, Apps and routing Cat5 cable• Escalated technical tickets to correct department after problem solving customer issues • Provided Macintosh, PC, Printer, and networking end user technical support for staff, in person, via email, and via telephone• Maintained help desk form and logs regarding equipment use, equipment current updated status with time and date, also numerical count of equipment on-site• Resolved technical problems with Local Area Networks (LAN), Wide Area Networks (WAN) and other systems • Administered users rights, memberships, and access in Active Directory • Worked with PC manufacturers to support and replace when necessary both warrantied and non-warrantied system hardware • Knowledge of Microsoft Office, Microsoft Outlook, Microsoft Word, Microsoft Excel• Fulfilled help desk duties on a day-to-day basis• Sent daily reports to management on all daily operations and metrics • Help train incoming personnel on help desk responsibilities and security practices • Used verbal and written communications to demonstrate a customer-focused attitude when dealing with customers • Follow up with customer that recently called in to see if they had any other problems or needed any other help • Pass on any feedback or suggestions by customers to management at end of day operations

United States

 Employment of solid leadership skills in carrying out employee hiring, termination, coaching, training, recognition and rewards, and performance evaluation, along with the execution of disciplinary action as necessary Planning and oversight of daily business operations, including supervision of staff and delegation of duties focused on driving seamless, high-quality, and cost-effective operation Monitoring and evaluation of operational performance to identify opportunities for improvement and implement action plans toward optimum results Coordination and facilitation of daily employee meetings to maintain efficient workforce communication and understanding of operational updates and daily goals Key inputs in the creation and full accountability for the implementation of company safety and employee relations strategies Prompt resolution of customer service-related issues and concerns Presiding over the training and mentorship of new employees and personal on job duties and performance expectations, while enforcing adherence to FXG policies, procedures, and other training requirements Leveraging in-depth knowledge of relevant technology-based projects involving various devices and computer-based applications

Sterling, Virginia, United States

 Provision of IT support to customers regarding the current systems Utilization of Microsoft Office applications in fulfilling the following tasks:o Sending, tracking, and accomplishing daily mail reports; ando Tracking and locating certified mail Delivery of first-rate customer service to internal and external customers Responsibility for large-scale project management; inventory control; and sensitive certified mail distribution and transportation, including maintenance of accurate records Collaboration with vendors such as UPS and US Postal Service to ensure ongoing deliver/pick-up relations

Bachelor Of Computer Science, Computer Science, A+

High School Diploma, General Studies, A+