Kevin Mcadam Email & Phone Number

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.

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.

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

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.

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.

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.

- 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

• 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