Kevin Ferrell Email and Phone Number

- Continuing service as team lead and point of contact for NCI Shady Grove's seminar room logistics and events team (Conference Services). - Maintaining and performing administrator duties for our conference room reservations system - Tango Analytics' SaaS, Tango Reserve by AgilQuest. Duties include but not limited to: access privileges, user account management, user group management, troubleshooting issues, user training. - Solely responsible for issuing logistical plans, creating custom floor layouts, and disseminating all pertinent information to involved parties for every VIP meeting (average of 135 VIP meetings monthly). - Developed templates and response plans to verify daily schedules and prepare all facility POC's and any other individuals involved with complex projects. - Constantly developing and updating SOP's for our branch to ensure business continuity. - Regularly communicating with stakeholders and senior management to report on conference room program status as well as current and future initiatives and areas of concern. - Applying project management principles to assist in cataloguing conference room utilization raw data, measuring trends, identifying bottlenecks, applying corrective system actions, and monitoring on a daily basis.

A culmination of my professional experience - providing customer support as an IT Specialist to the National Cancer Institute via multiple contractors: GDIT, ASRC Federal, Global Solutions Network, and Guidehouse Digital.

- Point of contact for NCI Shady Grove's seminar room logistics and events team (Conference Services). - Maintained and performed administrator duties for our clients' former conference room reservations system - AgilQuest OnBoard. Duties included but were not limited to: access privileges, user account management, user group management, troubleshooting issues, user training. - Assisted with migrating all corresponding user information from AgilQuest OnBoard to Tango Reserve and deprovision all user accounts after migration. - Solely responsible for issuing logistical plans, creating custom floor layouts, and disseminating all pertinent information to involved parties for every VIP meeting (average of 135 VIP meetings monthly). - Developed templates and response plans to verify daily schedules and prepare all facility POC's and any other individuals involved with complex projects. - Applied project management principles to assist in cataloguing conference room utilization raw data, measuring trends, identifying bottlenecks, applying corrective system actions, and monitoring on a daily basis.

- Provided conference room audio/visual support and direct customer service to the 3500 users across the 56 conference rooms at NCI Shady Grove. - Daily operations involved performing regular maintenance on conference room A/V equipment (USB hubs, codecs, DM's, cameras, etc.), assisting customers with VTC connections using a variety of applications such as: WebEx, Zoom, Teams, BlueJeans, & NCI bridge lines, and performing administrative duties during customer meetings which included muting/unmuting virtual attendees, controlling conference room cameras & presentations, and monitoring & adjusting mic & lighting levels. - Selected to assist the A/V Install team with our FY2019 conference room technology refresh program (56 conference rooms). Tasks included installing rack hardware from Crestron, Extron, Biamp, & Cisco, cable management, programming Crestron software & hardware, and troubleshooting connectivity issues. - Utilized ServiceNow to create & assign A/V tickets, perform & complete work, and create dashboards to analyze A/V team metrics. In the 445 days worked for this team, I closed/completed 1,288 tickets, which calculated to roughly 22% of all tickets closed for the 10-person team in that time frame. - Created, managed, and deprovisioned all Cisco WebEx user accounts as well as provided training for new users on Cisco WebEx and Crestron control tablets. - Routinely selected to provide direct customer support for high profile and NCI mission critical meetings. - Applied troubleshooting for conference room audio/visual requests; worked efficiently and intuitively to minimize time spent troubleshooting.

- Provided conference room audio/visual support and direct customer service to the 3500 users across the 56 conference rooms at NCI Shady Grove. - Daily operations involved performing regular maintenance on conference room A/V equipment (USB hubs, codecs, DM's, cameras, etc.), assisting customers with VTC connections using a variety of applications such as: WebEx, Zoom, Teams, BlueJeans, & NCI bridge lines, and performing administrative duties during customer meetings which included muting/unmuting virtual attendees, controlling conference room cameras & presentations, and monitoring & adjusting mic & lighting levels. - Selected to assist the A/V Install team with our FY2019 conference room technology refresh program (56 conference rooms). Tasks included installing rack hardware from Crestron, Extron, Biamp, & Cisco, cable management, programming Crestron software & hardware, and troubleshooting connectivity issues. - Utilized ServiceNow to create & assign A/V tickets, perform & complete work, and create dashboards to analyze A/V team metrics. In the 445 days worked for this team, I closed/completed 1,288 tickets, which calculated to roughly 22% of all tickets closed for the 10-person team in that time frame. - Created, managed, and deprovisioned all Cisco WebEx user accounts as well as provided training for new users on Cisco WebEx and Crestron control tablets. - Routinely selected to provide direct customer support for high profile and NCI mission critical meetings. - Applied troubleshooting for conference room audio/visual requests; worked efficiently and intuitively to minimize time spent troubleshooting.

- Provided conference room audio/visual support and direct customer service to the 3500 users across the 56 conference rooms at NCI Shady Grove. - Daily operations involved performing regular maintenance on conference room A/V equipment (USB hubs, codecs, DM's, cameras, etc.), assisting customers with VTC connections using a variety of applications such as: WebEx, Zoom, Teams, BlueJeans, & NCI bridge lines, and performing administrative duties during customer meetings which included muting/unmuting virtual attendees, controlling conference room cameras & presentations, and monitoring & adjusting mic & lighting levels. - Selected to assist the A/V Install team with our FY2019 conference room technology refresh program (56 conference rooms). Tasks included installing rack hardware from Crestron, Extron, Biamp, & Cisco, cable management, programming Crestron software & hardware, and troubleshooting connectivity issues. - Utilized ServiceNow to create & assign A/V tickets, perform & complete work, and create dashboards to analyze A/V team metrics. In the 445 days worked for this team, I closed/completed 1,288 tickets, which calculated to roughly 22% of all tickets closed for the 10-person team in that time frame. - Created, managed, and deprovisioned all Cisco WebEx user accounts as well as provided training for new users on Cisco WebEx and Crestron control tablets. - Routinely selected to provide direct customer support for high profile and NCI mission critical meetings. - Applied troubleshooting for conference room audio/visual requests; worked efficiently and intuitively to minimize time spent troubleshooting.

Assisted project managers by creating and forwarding submittals, requests for information (RFI's), change orders, and purchase orders. Successfully provided mechanical and plumbing takeoff using the Viewpoint Estimation Software.

Moved up the ladder from driver/customer service associate to assistant manager within 3 months. Managed labor and product costs as well as 20-30 employees per day.

Assisted with managing and coaching 130+ employees on a daily basis as well as ensuring every one of our 100,000-500,000 daily customer shipments arrived to the loading dock on time.