Kevin Willis Email & Phone Number

Greater Atlanta Area

Instrumental in creating a new Customer Service team that worked along side the Technical Assistance Center. Collaborated with the parts team in Oklahoma City to find the best possible method for the Customer Service Center to create and process customer orders. Developed the workflow for the transfer of inbound customer contacts to multiple internal teams from the Customer Service Center. Worked to improve current, and create new support procedures for my teams by directing the constant review and updating of our Knowledge base, ensuring the most correct and up to date methods for supporting AGS customers. Worked to develop career paths for member of both teams under my direction. Mentored the more senior members to allow better guidance for the team. Worked with newly promoted team members to understand their role and better lead the team assigned. Developed new and reviewed existing standard operating procedures for both the team reporting to me.

Worked to inspire my team to provide the best possible customer support experience while encouraging personal and professional growth. Spent much of my time working to streamline the support model and ensure the success of my team members. Handling two teams in separate locations, I had to develop training procedures to ensure both teams could perform duplicate tasks as needed. Worked to enhance my SQL and advanced troubleshooting skills. Worked extensively with our engineering teams to find root cause, and deploy new software and patches to correct these issues.

Duluth, Georgia

Coming from Cadillac Jack, merging with AGS, I worked to integrate multiple new platforms into my team support repertoire. Added the new platforms to our existing support monitoring application. Worked with new customers to ensure remote access needs while maintaining the highest level of compliance with those customers gaming authorities. Learned the new platforms and worked to train my team members in the new methods and technologies to assure the ongoing success our the Technical Assistance Center.

Duluth, Ga

Supported day to day gaming operations nationwide 24/7. Managed the upgrade and deployment of server sets to support the gaming floor at Class 2 casinos. Helped streamline the build process of those servers and worked with our Field Operations to get them installed. Maintained the installed server base using OpManager monitoring software. Coordinated the proactive replacement of failed components once alerted. Queried SQL databases to gather needed or requested information by Casinos and internal Performance Management teams. Supported our Field Technicians on the server side configuring and troubleshooting the games on floor. Reviewed game and server logs while working with our software development teams to determine root cause for all failures.

Maintained a 95+% SLA and receiving multiple customer service awards. Provide outstanding desk-side, phone and remote support for over 12,000 users. Coordinated the repair and return of Home Depot computer and other technology assets to multiple vendors while ensuring minimal downtime.Notable Projects: PGP Whole Disk Encryption – Instrumental in discovering and resolving a critical stop issue during the testing phase, which enabled the project to complete on time with the whole disk encryption of 10,000 laptops with limited support calls.Matrix 42 Empirum – Worked diligently to install a new provisioning system to over 2000 stores to ensure minimal downtime for the stores.

Worked as a LAN administrator consolidating sixty legacy print servers down to four Windows 2003 print servers. Configured both DHCP and DNS servers for the consolidation. Deployed the latest PCL drivers onto the 2003 servers. Worked to troubleshoot network connectivity and DNS resolution issues, as well as DHCP addressing.

Worked as an integral part of the Store Manager Tablet PC Project. Wrote documentation and created multimedia training material for the store managers. Supported the first two test deployments of tablet PCs to the stores. Created and distributed multiple viewlets for training on The Home Depot’s remote access applications. Utilized by the Store Mobility team lead to upgrade all remote users to the latest remote access packages.

Developed and deployed an Active Directory infrastructure from a bare metal installation. Built and administered two Windows 2000 domain controllers. Built and deployed two DNS servers as well as one DHCP server. Designed the Active directory structure and utilized Microsoft’s GPMC to develop and manage group policy. Deployed a Microsoft Exchange 2003 server from a bare metal install. Utilized Netsupport Manager and DNA clients to inventory and deploy software to machines at remote POS locations. Deployed and configured five HP networked printers.

Worked as part of a team to convert a Novell NDS to Active Directory. Created user accounts, distributions groups, and generic mailboxes. Utilized often by project management for advanced group policy troubleshooting. Developed and delivered training classes on the use and deployment of Active Directory. Supported hundreds of HP networked printers using HP JetDirect cards. Developed a custom MS Office XP package. Provided desk-side support for five thousand plus users at the Home Depot’s corporate headquarters, and another five thousand remote users.

Worked as part of a team of three VIP tech support representatives. Provided desk-side support for all the executive level management and their administrative assistants. Supported all aspects of their computer needs, from hardware replacement to printer installation. Traveled to homes as needed to support DSL, T1, Cable, and networking at their homes. Installed and configured numerous wireless access points. Configured and supported all hardware and software used by the executive level employees.

Primarily supported hardware and software for end users at the corporate office. Supported multiple Windows NT 4.0 and Windows 2000 Servers doing hardware monitoring and patch management. Handled installation, upgrading, and replacement of all failed hardware on these servers. Developed and maintained multiple computer images utilizing Symantec Ghost for deployment. Designed and deployed a McAfee anti-virus installation package company wide.