Kevin Samms Email & Phone Number

Ocoee, Fl, Us

Ocoee, Fl, Us

• Excellent Customer Service• Desktop Support• Help Desk escalations • Configured Meraki switches and Firewalls• Complete tickets inbound via phone, email, and onsite.• Consult assigned clients on technology upgrades for technology improvements.• Performs onsite P.M. (Performance Maintenance Reports) Weekly performance monitoring reports to clients of the health and status of onsite servers and technology.• Onsite support visits with multiple clients to handle all desktop, server, and network issues.• Coordinate meetings and demos with software vendors and sales teams to create better avenues of increased productivity.• Maintain server health both remote and onsite to ensure the quality of service and issue resolution• On Call after hours support for clients.• Utilizes Connectwise Manage ticketing system • Utilizes Hyper-V and VMWare for accessing client virtual servers within the network.• Managing clients server updates, patching, backups, and overall system health.• Connects remotely to client infrastructure using ConnectWise Manage, • Weekly technology review with Executive staff to review tickets statuses, project planning and execution, and future update schedules.

Tampa, Florida, Us

• Server and desktop imaging• Coordinated with other I.T. and non I.T. staff ensuring issue resolution and/or workarounds• Contacted users upon receipt of incident/requests within the queue.• Maintained and/or create Excel spreadsheets for SQL job queries completions, inventory, logistics, and project goal and accomplishments.• Troubleshooting remotely via RDP (remote desktop), BMC Asset Core, VMware (Virtual machines), and Dame Ware.• Hardware maintenance: Hard drive removal and/or replacement, upgrade (RAM, Video Cards, and USB slots), Monitors, motherboard, and AT&T wireless cards• Performed virus scans of security alerts from TrendMicro and Malwarebytes (Enterprise Version)• Managed and configured Cisco VPN for token access, passcode resets, and new user creation/deletion.

• Imaging of all laptops and desktops for total hospital staff and locations• Troubleshoot, repair, or replace all technology equipment offered to staff• Complete open tickets sent via CA Service Desk Manager• Completed department moves of all printers, laptops, and desktops for nursing staff• Received incoming trouble calls from various departments.• Adding computers and users to the proper AD Domain.

Glen Allen, Va, Us

• Monitored SQL databases to ensure files are received for accurate data and daily report results• Remoted into cast member PCs via Microsoft Lync to troubleshoot and diagnose PC and App issues• Utilized Microsoft Service manager to accept, document, and close assigned tickets• Utilized Microsoft Outlook to send and receive emails for both group and personal mailboxes• Communicated with other departments I.E, DBAs, SQL team, App Development, and HelpDesk• Kept accurate and updated data within the company WIKI to ensure the documentation of past, present and future issues can be resolved• Completed all assigned tasks within allotted time per management guidelines.• Contacted all subject matter experts to ensure proper operation and understanding of all handled by our group.• Maintained accurate records of works performed and their completion utilizing Microsoft Excel.• Overnight monitoring of tickets, jobs, and automated processes to ensure all are completed successfully• Utilized Citrix remote apps to access Walt Disney World apps, email, and drives.• Acknowledged incidents and tickets via IPhone.• Conducted bridge calls for high priority issues and their resolution with all related cast members.• Monitored, pinged and remoted into servers for accurate trouble shooting of issues• Monitored video menu boards in all WDW parks and locations to ensure accurate information is being displayed to all guests.

Hanover, Md, Us

• Review, research, trouble shoot and close tickets within the SNOW system• Receives inbound calls from staff/faculty and students of approved schools regarding connectivity, online classes availability, password resets, AD account creation and enabling, and test login for verified logon success.• Call back students, faculty/staff of approved schools to verify that issue is either resolved or still occurring.• Divide open tickets with instruction, amongst special queue team to resolve, document, and close if need be

• Troubleshoot root causes for system issues for internal and external employees• Remote into site PCs with LOG ME IN and GOTOMPC to assist clients with PC hardware and software issues• Outbound calls to clients to follow up on open ticket, orders, etc..• Baseline all PC and laptops for assigned personnel both new and existing employees• Aid other departments in completing various issues with billing, shipments, and orders• Keep consistent records in MS Excel• Maintain high productivity while completing every ticket entered in Salesforce/Remedyforce.• Utilized MS Outlook for all communication and queue duties.• Aided clients in restoring internet connectivity to assigned PC/Laptops• Instructed clients and new employees on how to operate company derived scanning hardware• Rebuilding and recalibrating company derived Motorola hand scanners for client use• Received inbound calls from both employees in/ext and clients with the company.• Added memory to existing PC/Laptops for better efficiency and performance.• Adding local admin and employee profiles to new computers• Utilize Active Directory to reset passwords, enable accounts and disable accounts.• Mapping network locations, adding new mailboxes, and providing access for all employees• Update and track all inventory company wide for accurate inventory levels and tracking.• Add profiles to admin group to ensure user can make changes to PC.• Track via FEDEX product shipments to clients and /or field representatives.

Fort Lauderdale, Fl, Us

• Logged trouble tickets for Disney employees’ PC/MAC/PDA/Blackberry• Troubleshoot desktop issues for resolution• Active Directory password resets, enable accounts, reset profile• Allowed access to Outlook groups and shared directories• Reset accounts in AS400H and AS400Z• Shared directory mapping• Remote into PCs to resolve issues, take snapshots, and instruct the user

Tampa, Fl, Us

• Received calls from various parts of staff for online class issues• Aided admissions staff for the enrollment and scheduling of classes• Access online platforms for online colleges• Directed callers per script with contacts for any inquiry needed for all students.

• Instruct existing and new Comcast customer in the setup of new modems, routers, and service• Reset, traceroute, roll, and run diagnostic on modems• Log and route tickets to the appropriate department for resolution• Provide video support for channel line up• Schedule technicians to the field for onsite repair, test, or replacement of equipment

Hartford, Ct, Us

• Gather all property and medical claim information for proper demand submittal• Keep excel spreadsheet of all files pending, in process, and closed• Contact other insurance company’s claim handlers for liability and contact information• Tally all dividends paid out for claims for accurate demand requests• Gather all accident info for accurate decision on liability or refer to upper level handlers• Assign the appropriate handler to any files that need further research before Arbitration

Washington, Dc, Xxx, Us

• Aided customers with billing re-rates and credits• Worked in MsExcel to maintain spreadsheet of all calls taken and issues of why they have called• Provided aid for the technical problems associated with the digital voicemail platform• Added or created new voicemail boxes for new businesses• Coached and developed associates for accurate product knowledge and call feedback• Utilized Outlook to communicate with various departments and customers

Hartford, Connecticut, Us

• Received inbound Spanish and English call from new and existing natural gas customers.• Reviewed credit criteria to approve new service with or without required deposits for service• Approved payment arrangements, budget billing, and deferred payment plans• Total bill explanation of charges and rates• Communicated with other departments to implement new addresses and locations for new service availability.

• Outbound calls to new business clients to review first bill received.• Aided bill resolution team to resolve billing disputes and credits• Manually inputted contract term and volume in Bellsouth database• Worked in Excel to keep record of accounts resolved and validated for service• Frame relay provisioning.

Atlanta, Georgia, Us

• Received inbound calls from new customers for new service with EarthLink Internet services.• Upgraded service for existing customers• Explained all billing criteria and rates to new and existing customer• Returned calls to customers with resolved issues of connectivity and billing issues• Utilized IE for all internet browsing inquiries

• Sold AT&T long distance packages to new customers• Completely explained billing and rate information to customer• Applied necessary credits to account when needed for accurate billing• Disconnected services per account criteria.

Overland Park, Kansas, Us

• Sold Sprint home long distance packages• Explained every aspect of the billing information for sprint residential customers• Received inbound calls from Sprint PCS customers regarding cellular billing and charges• Aided customer with the activation of their handsets• Performed troubleshooting actions for any problems associated with the handset and programming• Recommended the correct plans per usage on the account

Bachelor'S Degree, Information Technology

Cyber It Security, Information Technology

Education record