Kenny Gordon Email & Phone Number

United States

Weaverville, North Carolina

• Assist in procurement processes by sourcing and acquiring hardware for both customer needs and internal use, including managing office inventory.• Develop and deploy Windows images to streamline system installations and updates, using Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), Microsoft Intune, and Autopilot to enhance efficiency.• Manage Active Directory tasks, including account creation, password updates, and organizational unit (OU) management, to support user access and security.• Perform installation, repair, re-imaging, and upgrades for Windows desktops and laptops, addressing hardware and software issues to maintain system performance.• Track and manage IT assets by maintaining accurate records of hardware and software inventory, implementing asset tagging and tracking processes to ensure efficient asset utilization and reduce losses.• Manage shipping and receiving tasks, including creating shipping labels, weighing and measuring packages, logging incoming packages, and ensuring that all packages are shipped in a timely manner.• Provide technical support to the internal Help Desk and customers by diagnosing, troubleshooting, and resolving hardware maintenance issues, installations, and upgrades, contributing to improved client satisfaction.• Collaborate with hardware and software vendors to expedite issue resolution and ensure timely client support.• Document issues and resolutions in the ticket tracking system, ensuring accurate records of problem-solving processes and next steps.

Arden, North Carolina

• Assist customers, providing information on pricing, purchases, and products.• Stock shelves and supplies and organize displays.• Increased sales by recommending additional items to customers.• Unloaded produce trucks and broke down produce pallets to organize produce within the produce refrigerator and dry storage areas.• Follow all cleaning and sanitation guidelines as requested by company and state.

Asheville, North Carolina Area

• Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.• Trained new call center operators on how to offer excellent customer service and prepared them for calls regarding healthcare and various other types of calls.• Provided white-glove customer service to all customers.• Resolved customer questions, issues, and complaints via phone and email.• Documented all support interactions in system for future reference and addition to knowledge base.• Help create and update clients accounts to reflect current/updated information within company database.• Assisted supervisor whenever needed.

Asheville, North Carolina Area

• Resolved customer questions, issues, and complaints via email and phone.• Provided white-glove customer service to all customers.• Recognized by management for providing exceptional customer service.• Hired full time with The Daniels Group in December 2015.

Charleston, Illinois

• Provided friendly, easy to understand troubleshooting guidance to clients by identifying problems, researching answers and guiding customers through corrective steps. • Diagnosed and resolved technical hardware and software issues involving internet connectivity, email, IPTV (Internet Protocol television), and VoIP services for residential and business customers.• Researched, documented, and escalated cases to higher levels of support according to internal procedures.• Used Remedy ticketing system to manage and process support actions and requests.• Verified credit card payments.

Charleston, Illinois

• Promoted to overnight shift after less than 8 month of employment, which little to no supervision.• Diagnosed and resolved technical hardware and software issues involving internet connectivity, email, IPTV (Internet Protocol television), and VoIP services for residential and business customers.• Recognized by management for providing exceptional customer service.• Hired full time with Consolidated Communications in November 2012.