Kevin Perry Email & Phone Number

Salt Lake City, Ut, Us

- Serve as a technical consultant for both new and existing accounts, ensuring smooth onboarding and ongoing support.- Building out customer accounts according to the guidelines agreed upon- Support and maintain all customer accounts adhering to defined scopes of work and iFoodDS SLAs- Foster strong relationships with customers at all levels, from executives to inspectors, to facilitate collaboration.- Research, validate, and report program bugs to the development team to enhance system performance.- Advocate for customer needs, driving continuous improvement in programs and services.- Assist with iOS and Android app release quality assurance and troubleshoot production issues.

West Valley City, Utah, United States

- Support and maintain the Cisco IP phone system- Support and maintain all video conferencing including Webex and Cisco Collaboration endpoints- Handle onboarding and off-boarding of employees in Cisco Call manger and Cisco Unified Contact Center Express- Setup and maintain call recording and screen recording for contact center employees- Support and maintain the mobile deposit functionality for online banking- Maintain and update Windows and Linux servers- Handle Help Desk escalations when necessary-Work on special projects as a technical expert and provide support after implementation

West Valley City, Utah, United States

- Hire, train and support Help Desk Specialists- Provide Help Desk support and resolve problems to the end users satisfaction- Monitor and respond quickly and effectively to requests received through the IT Help Desk- Document internal procedures- Assist with onboarding of new users including setup of user credentials and equipment- Install, test and configure new workstations, peripheral equipment and software- Assign users and computers to the proper groups in Active Directory- Perform timely workstation hardware and software upgrades as required- Respond to queries either in person or over the phone- Assist in writing training manuals

West Valley City, Utah, United States

- Act as an escalation path for issues that Level-1 helpdesk engineers are unable to resolve- Mentor to Level-1 helpdesk engineers; provide training and teach best practices- Accountable for site software and hardware inventory- Develop and enforce IT policies and procedures- Manage tasks, incidents, and issues in Jira/Confluence/Atlassian- Develop and maintain both internal and client facing Knowledge-Base for issue resolution- End-point management for AV, patching, encryption, and backup using enterprise-class tools

San Jose, California, United States

- Advanced troubleshooting of Enterprise indoor wireless networks, routing and switching - Advanced troubleshooting of outdoor PtP and PtMP wireless networks, routing and switching- Advanced troubleshooting of UniFi Video IP camera management system- Submitting bugs to development teams using JIRA/Atlassian- Started as the only Support Engineer and built a team of over 50 support agents world wide for 24x7 live chat and email support- Managing hiring and training of new support Engineers- In charge of maintaining our ZenDesk help desk software including macros, triggers, automations, and reporting/analytics- Responsible for over 1,000 incoming support requests daily and maintained a 96% satisfaction rating- Managing RMA processing team alongside support management- Working with Netsuite for RMA and Sales Orders- Handle internal IT issues for the office