Kenneth Bostic Email and Phone Number

• Manage Help Desk to meet customer SLA’s• Create training documentation for internal and client• Assist with creation and maintain of Knowledge Base• Conduct Monthly SLA report, ACD phone report for each client• Project management development and client interfacing• Software troubleshooting for various applications related to the medical and financial industry• Network troubleshooting of various servers, switches and storage devices• Epic and EclinicalWorks• HIPPA• Phone administrator• N-Central administrator• Autotask administrator• Kaseya administrator

• Conduct meetings twice a week with clients the company provides services to;• Create reports on statistics and metrics of the IT Helpdesk call center for Project Managers;• Communicate directly with clients about major issues (outages) and procedural issues;• Attend weekly meetings concerning tickets and their status updates;• Complete monthly JSOX audits for clients;• Handle all concerns about call center employees from clients and callers;• Create new accounts and update appropriate documentation for new employees;• Knowledge and implementation of all tier 1 materials and procedures;• Ability to answer questions concerning tickets created;• Ability to answer questions concerning procedures at meetings with clients;• Handle training and documentation creation and updates for training;• Assist Project Management with tasks (Quality Assurance);• Creating hourly reports on employees that are hourly for monetary reimbursement;• Conduct weekly meetings with tier 1 engineers to go over processes, procedures, tickets, and ways to improve;• Work closely with tier 2 manager to help the functionality of the Network Operational Center;• Review resumes and conduct interviews to hire candidates• Time management for all meetings, interviews, and other daily tasks;• Upkeep of schedules to provide coverage of the phones for all operational hours;• Ability to communicate with clients to complete their agreements of workload in order for the call center to perform optimally;• Arranging timelines for work completion with strict deadlines that are met daily, weekly, and monthly;• Ensure tickets are being created correctly and completed in a timely manner by the tier 1 engineers;• Assisting with call volumes, as needed;• Ability to address issues in a timely manner and determine a resolution;• Conduct employee retention processes;• Conduct employee reviews and set goals for employees to obtain quarterly.Student Records

High Level Customer ServiceSaturn specialized customer service coursesHigh Volume SalesGeneral Motors/Saturn product training

Press Operator- Metal Stamping Minster Presses 400 ton to 1650 ton automated transfer pressDie Setter, Material Handler, Crane Operator, Shipping and Receiving Team Leadersupplied automotive parts for GM, Chrysler, Ford, and Mercedes Benz.