Kevin Cobin Email & Phone Number

Champaign, Illinois, United States

Champaign County, Illinois, United States

-As a Service Coordinator, my role was to take incoming emails, phone calls, and text message from commercial and residential customers. Assisted in troubleshooting Fire Alarm, Burglar Alarm, Access Control, and IP Camera systems. -Responsible for the creation and resolution of tickets for each call which includes triaging, troubleshooting, dispatching & scheduling technicians; ordering parts, and ensure customer satisfaction. -Responsible for ordering parts, scheduling, and ensuring that projects stay in budget for commercial installations of Fire Alarm, Burglar Alarm, Access Control, and IP Camera systems.

Champaign, Illinois, United States

-Responsible for answering inbound phone calls and assisting customers in setup and maintainingtheir IP Camera Surveillance System(s). -Responsible for assisting customers in troubleshooting problems with their IP Camera SurveillanceSystem(s). -Responsible for contributing to the training of new hire employees and assisting with their furtherdevelopment(Developing training material as well as conducting new hire training classes).

Scottsdale Arizona

-Provide Enterprise level($2000/month+) technical & customer support for our VOIP(voice-over-IP)telephone systems product(s) as well as interfacing technology. -Responsible for taking "escalated" calls(customer requests a supervisor or when more advancedtechnical problem solving was needed). -Responsible for training new Technical Support Representatives, as well as developing "ContinuingEducation Curriculum

Phoenix, Arizona Area

-Responsible for the continuing education and development of Technical Support Representative:tasked specifically with improving the technical as well as problem solving abilities of technicians.-Developed a "Best Practices and Common Issues" manual, which provided Technicians with the toolsand materials to respond more confidently to common issues and the resources to provide superioradvanced support. • Through continuous coaching and mentoring, I assisted the technicians on my team to improvethemselves: rising all my technicians into the 90th percentile of metrics.

Glendale Arizona

Managed and performed maintenance on PCs, computers, printers, and the internal LAN. I repaired cellphones and was promoted to Cellphone Technical Lead. In charge of training, keeping the repair center neat, clean, and profitable. I was able to improve the profitability of the repair center from $1.8k a month in service fees to $3.6k by implementing best practices, stream lining the repair process, documenting, and enforcing policy and procedures.