Kevin Mcadam Email & Phone Number

Kutztown, Pa, Us

Kutztown, Pa, Us

Pennsylvania, United States

IT Analyst for Nike Corp.

United States

Morris Plains, New Jersey, United States

Excellent Customer ServiceComplete escalated to level 2 ticketsWorked with Connectwise Manage/Automate to assist clients Basic support troubleshooting to advance troubleshooting Closed tickets to meed customer satisfaction & SLAsKnowledge of Active DirectoryWindows 7-10Server 2008 - 2019Network/Sonicwall troubleshootingProvided followups to clients to ensure the problem has been resolvedSome Onsite includes (desktop installs)

Swiftwater Pa

Provide customer/clients with top of the line business machines, enterprise equipment for 25-50% less than competitors. Provide excellent service support across NYC, NJ & PA.• Trained Employees & engineers on time management and meeting SLA• Knowledge of troubleshooting Proliant & Lenovo servers• Complete monthly project for clients and potential clients.• Daily B2B sales to corporations selling Servers for HPE, Lenovo, IBM, & Cisco.• Averaged 250,000.00 in sales monthly.• Provide excellent customer service and put the customer first.• Customer satisfaction report was 9 out of 10 on a quarterly basis for all engineers• Provided detailed documentation for every work completed for clients• Research and created invoices & estimates for prospects and existing customers.

New Jersey & Nyc

Provide Field support to many customers of Delta Computer Group.• Met all SLAs every day• Knowledge of troubleshooting all HP Proliant server, Dell & IBM servers and some SUN Systems.• Parts are to be returned on a daily basis.• Used ticketing system for managing customer tickets and update for closures.• 100% hands on troubleshooting/repairs• Field Engineer for New Jersey & New York City.

Allentown, Pennsylvania Area

Provided customer service support for - New York Stock Exchange, AT&T, DOJ (Department of Justice), LockheedMartin, NJM (NJ Manufactures), International Bank of Israel, Astra Zeneca Met all SLAs every day.• Knowledge of troubleshooting all HP Proliant servers and Lenovo servers.• Returned all parts daily and keep a record of tickets completed along with customer signature and trackinginformation for parts.• Conduct weekly conference calls to other techs in the area.• Provided on call 24/7 on call service to customers with a 4-hour response time.• Kept all servers up to date, and completed new certifications as they are released.• 100% hands on repair• Repaired/replaced all components of a HP and Lenovo servers (Certified in HP & Lenovo Servers)Troubleshoot servers, updated firmware for customers.• When a ticket is placed in queue, customer is contacted immediately and we provided a quick troubleshootover the phone.• Averaged 9 out of 10 on customer service reports.• Provided training to customers and new employee• Provided support & training to entry level techs

Windgap Pa

• Provide support over the phone for the car wash industry • Troubleshoot both hardware/software to get site up and running again• Walked customers through wiring diagrams and setting up a product• Log detailed tickets for future support information. • Ability to provide detailed support over the phones to help customers understand more easily.• Averaged 15 calls a day.

• Used a Ticketing system called ICEE to track calls, log calls, ordered parts and managed my own scheduleCalls are acknowledge by accepting it in the ticketing system followed by a courtesy call to the customer• Monitor calls daily and made sure client is up to par with the status of their ticket.• Upon completion of repair, double check to make sure machine is functioning properly.• 100% hands on experience in repairing printers, laptops, Designjet and desktop.• Was able to adapt to any environment visited• Followed up with each client every day to check the outcome of the job and if they were satisfied.• Completed daily and weekly training for upcoming products.• My Customer satisfaction is an average of 9.5 out of 10.• Must have impeccable customer service skills• Certified Hardware Engineer also certified to work on top of the line equipment such as the HP Designjet.• My goal was to provide excellent customer service skills and made sure my customers came first.• Have an outstanding knowledge of all hardware for HP.• Covered a radius of over 200 miles north and west of PA.• Provided detailed documentation of every work completed for our clients.• Providing network support, maintaining servers, updating databases and backing data up.• Worked with Active Directory adding users, printer and computers to the server.• Used many tools to help provide security from Malware, Trojans and even unknown IP addresses and spamfiltering.

Swiftwater,Pa

Resolved incoming contacts for technical assistance through telephone and web service. Experience with LDAP, setting employee roles and setting up security policies. Managing and troubleshooting a variety of applications for Sanofi Pasteur employeesActive Directory, locking and unlocking accounts, viewed and pulled up clients account and also did password resets for them. Coordinate and ticket client’s incidents and try to resolve their issue as quickly as possible.Detailed orientated and good at explaining the situation with both client and when escalating the service to a technician. Monitor high severity incidents to ensure resolution within communicated Service Levels.On a daily basis I take a total of 30-35 calls. The success rate for the analyst support team is 85%.

- Supervise teammates on floor- Accomplished weekly goals in selling Max insurance and computer repair-shipment-cashier

• Repaired Customers computers & Tablets on a daily basis• Sell products and upsell to generate more revenue and accomplished weekly goal• Manage a group of 12 Easy Tech Associates• Meet with every customer that comes in for repair• Excellent customer service skills on the register and on the floor.• Registered 100 customers a week for a rewards card• Organized Shipment for a smooth and quick replenish of the store. • Self-Motivator

• Excellent customer service skills• Closed registers, counted and deposit store earnings at EOD• Managed 24 employees daily • Count total profit and record daily activities at the end of the day• Conduct role plays to train employees and exceed their experience