Kenneth Dobbin Email & Phone Number

Unc Hospital - Chapel Hill

• Provide support via phone and email•Record incidents and request using call tracking system•Follow-up via phone and email on existing incidents and request•Facilitate routing incidents that cannot be resolved by Help Desk to two and three tier support and in some instances routes to ITS(Information Technology System)•Identify trends in reoccurring problems and report to appropriate technical staff (this requires awareness of security policies, as well as the security issue directly affecting the systems and technology for which this position is directly involved).•Assist other Help Desk Analysts as required•Work with management and provide analysis for Incident and Problem Management processes, including quality assurance on tickets and management report•Follow detailed procedures while making recommendations for routine problem solutions

• Supervisors to maintain an 85% or higher CSAT average throughout the month for our teams.• Maintain and monitor Daily Attendance and Occurrences Tracker• Perform Weekly Work-With and Monthly One-on-One monitors for the purpose of coaching• Conduct Weekly Team Meetings - Discuss monthly statistics, challenges and best practices• 2 hours of Floor Support on scheduled days totaling 6 hours a week• In Cube Work With for Advisors under 85% Daily• Soliciting Reclaim Hours & Overtime Hours as needed• Reviewing 0 Customer Satisfaction Surveys (CSAT’s) on Daily Basis• Complete Internal & Client Calibrations - Ensuring all call reviews are held to the same standard• Conduct New Hire Interviews & Hiring • Maintain Real-Time Call Flow Production Management

Answered questions regarding retirement medical benefits, pension payroll, W2s, W4s, W4P's, state taxes and address changesAdministered health and welfare, defined benefit and defined contribution plans for two large clientsAssisted with annual enrollment, life event changes, correspondence, plan options and coverage statusAdvised employees of any new updates concerning benefits and/or payroll changes and processesResearched benefit issues by contacting carrier directlyResearched payroll issue by using People soft 8.8 HRMS databaseInvestigated issues when problems arose with payroll deductions, benefit deductions, garnishments, full time student verification and dependent eligibilityAssisted HR with the recruitment, interviewing and screening of new employeesInterpreted company policies and employee relations for employeesRouted employees to other departments within HR such as LOA and Worker CompensationLogged all transactions performed for plan participants regarding their benefits and coverage involving 401K, pension and stock purchase plans(which may have included , fund transfers, contribution rate changes, fund relocation, rollovers, investment directions, loans, withdrawals, final distribution, retirement packages and projections)Investigating incorrect W2s and advised of resolution

Worked as Acting Team Manager during Annual Enrollment at ACSDuring this time I processed work schedules for my employeesDelegated Task and Responsibilities accordinglyHandled customer escalations regarding Group InsuranceParticipated in monthly performance sessions with direct reportsMonitored work flow and performance of direct reportsFacilitated team meetings and daily reminders Facilitated training for direct reports based on trends

Answered questions regarding retirement medical benefits, pension payroll, W2s, W4s, W4P's, state taxes and address changesAdministered health and welfare, defined benefit and defined contribution plans for two large clientsAssisted with annual enrollment, life event changes, correspondence, plan options and coverage statusAdvised employees of any new updates concerning benefits and/or payroll changes and processesResearched benefit issues by contacting carrier directlyResearched payroll issue by using People soft 8.8 HRMS databaseInvestigated issues when problems arose with payroll deductions, benefit deductions, garnishments, full time student verification and dependent eligibilityAssisted HR with the recruitment, interviewing and screening of new employeesInterpreted company policies and employee relations for employeesRouted employees to other departments within HR such as LOA and Worker CompensationLogged all transactions performed for plan participants regarding their benefits and coverage involving 401K, pension and stock purchase plans(which may have included , fund transfers, contribution rate changes, fund relocation, rollovers, investment directions, loans, withdrawals, final distribution, retirement packages and projections)Investigating incorrect W2s and advised of resolution

Worked as Acting Team Manager during Annual Enrollment at ACSDuring this time I processed work schedules for my employeesDelegated Task and Responsibilities accordinglyHandled customer escalations regarding Group InsuranceParticipated in monthly performance sessions with direct reportsMonitored work flow and performance of direct reportsFacilitated team meetings and daily reminders Facilitated training for direct reports based on trends

Triangle Basketball Association & Triangle Referee Association

Cingular NetworkPerform daily systems checks, verifying switch status weather it be active or in active. Maintain phone communication with the Cingular Network Ops Center to obtain telnet access into proprietary devicesReport all inactive switch status by performing diagnostic testing using pre-assigned test commands. Upon verifying an inactive switch, we notified the support team via email, at which time the support team would follow up to resolve the issue

Cingular NetworkPerform daily systems checks, verifying switch status weather it be active or in active. Maintain phone communication with the Cingular Network Ops Center to obtain telnet access into proprietary devicesReport all inactive switch status by performing diagnostic testing using pre-assigned test commands. Upon verifying an inactive switch, we notified the support team via email, at which time the support team would follow up to resolve the issue

Monitor and troubleshoot Frame Relay Network for USPS NOCConfiguration of Local Area Networks & Wide Area Networks Devices.Working knowledge in Frame Relay, ATM, IP/VPN, MPLS and PIP as well as a complete understanding of Wide Area Networking media such as ISDN, T1 etcTroubleshoot routing protocols issues such as, OSPF, IGRP and EIGRPInstall Cisco routers, Paradyne CSU's, Visual CSU'sManaged customer routers. This involves in-depth analysis and resolution of the 1st three layers of the OSI Model within the client networkResolve problems in regards to layers 1,2, and 3 in the OSI Model, forward problems related to other layers to 2nd level support teamCoordinate dispatch activities with vendors and telecommunication companies and others to resolve customer router and network problems.Utilize various systems, such as MCI's internal trouble ticketing system to log and track issues as they are brought in the center.Assisted customers that used remote laptops, personal and computers on the Local Area Network. Duties include monitoring customer WAN utilizing HP Open ViewProvide the customer and Account Team representative the information regarding trouble seen on the networkTelnet into Cisco and Wellfleet routers, checking the interfaces and searching all activity on the router log that would help to determine the cause of the alarm. Coordinated dispatches with MCI's dispatch center HardwareCisco and Nortel Routers and LAN Switches, Cisco WAN Switches, Sync Research FRADs , Paradyne,Kentrox, and Visual CSUs, U. S. Robotics/3 Com, and Multitech ModemsWAN/LAN Technologies TCP/IP, RIP. IGRP, EIGRP, OSPF, BGP, VPN, MPLS, VoIP, IP Technology, Ethernet, Frame Relay, ATM, ISDN, Async, PPP, DSL, QOSSoftware/ApplicationCisco Works, HP Open View, Remedy, Microsoft Exchange

Monitor and troubleshoot Frame Relay Network for USPS NOCConfiguration of Local Area Networks & Wide Area Networks Devices.Working knowledge in Frame Relay, ATM, IP/VPN, MPLS and PIP as well as a complete understanding of Wide Area Networking media such as ISDN, T1 etcTroubleshoot routing protocols issues such as, OSPF, IGRP and EIGRPInstall Cisco routers, Paradyne CSU's, Visual CSU'sManaged customer routers. This involves in-depth analysis and resolution of the 1st three layers of the OSI Model within the client networkResolve problems in regards to layers 1,2, and 3 in the OSI Model, forward problems related to other layers to 2nd level support teamCoordinate dispatch activities with vendors and telecommunication companies and others to resolve customer router and network problems.Utilize various systems, such as MCI's internal trouble ticketing system to log and track issues as they are brought in the center.Assisted customers that used remote laptops, personal and computers on the Local Area Network. Duties include monitoring customer WAN utilizing HP Open ViewProvide the customer and Account Team representative the information regarding trouble seen on the networkTelnet into Cisco and Wellfleet routers, checking the interfaces and searching all activity on the router log that would help to determine the cause of the alarm. Coordinated dispatches with MCI's dispatch center HardwareCisco and Nortel Routers and LAN Switches, Cisco WAN Switches, Sync Research FRADs , Paradyne,Kentrox, and Visual CSUs, U. S. Robotics/3 Com, and Multitech ModemsWAN/LAN Technologies TCP/IP, RIP. IGRP, EIGRP, OSPF, BGP, VPN, MPLS, VoIP, IP Technology, Ethernet, Frame Relay, ATM, ISDN, Async, PPP, DSL, QOSSoftware/ApplicationCisco Works, HP Open View, Remedy, Microsoft Exchange

Bachelors, Science Business Administration

Business Administration Major Member of the Marching Bronco Band

Bachelors, Science Business Administration