Kevyn Ebert Email & Phone Number

The First point of contact for the end users for all technical issues and service requests. Provide
troubleshooting and technical support via phone, web based tools and email.
Provide voice based and remote technical support to end users for all standard desktop issues
Responds to queries, run diagnostic programs, isolates problem, determines and implements solutions.

• IT Service Desk - provides first/second level technical support through phone, email and chat
support
• Diagnoses and troubleshoots end user desktop application issues and provides appropriate solution
• Resolves Level 1/level 2 issues. Elevates complex and/or high priority problems to the appropriate
support groups for resolution
• Responds to, and resolves technical end user service and support incidents and requests.
• Follow-up with end users to provide status updates as per service level guidelines
• Performs account management and maintenance for various applications and systems (e.g., creates
or modifies user accounts and permissions, and performs password resets).
• Communicates with customers at all levels of technical and non-technical skills sets
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management
• Work collaboratively with people across the organization
• Support for PCs, laptops, printers, cell phones, and tablets etc.
• Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and
MDM (mobile device management)
• Install, modify, and repair computer software

Charlotte, North Carolina Area

Desktop Support Technician/ Windows 10 Migration. Duties/responsibilities: Answer inbound Technical support calls for all "in-general" computer andperipheral related issues including operating system issues, network connectivity issues, softwareinstallation/removal, remote OS imaging, hardware peripheral setup and troubleshooting. TCIP/IPnetwork printer installation and troubleshooting. responsible for Group policy updating for all WellsFargo team members. Remote desktop assistance used to assist users with troubleshooting. VPNserver troubleshooting. - Navigate and assist team members through windows 7 enterprise to windows 10 migration process,including data migration, network drive mapping, group policy updating, user login credentialregistration and missing software troubleshooting/installation.

Charlotte, North Carolina Area

Diagnose, troubleshoot and repair hardware and/or software related issues. troubleshoot computer,computer peripherals, network, network connectivity and mobile device issues. Provide recommendations for problem resolution, while maintaining cost effectiveness. Answer phone calls to the store with a professional, courteous and friendly demeanor Ensure that customers have an enjoyable experience by providing superior customer service andexceeding customer expectations Keep track of all devices and inventory while safeguarding all store stock Utilize the point of sale system to maintain an accurate record of customer information and a real-time status of each repair Maintain the cleanliness and professional appearance of the store

Charlotte, North Carolina Area

Answer inbound calls and greet customers Determine scope of customer issue in an effective and professional manner Effectively resolve customer issue in a timely manner Properly document all customer interactions Resolving Wireless configuration issues for all operating systems including Windows, iOS, OSX, andAndroid. Setup Windows network configurations on XP, Vista, 7, 8, 8.1, and 10. Router configuration Provide support and troubleshooting of wired and wireless home networks using multiple networktechnologies such as cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, PortForwarding) Assist Customers with peripheral setup to include: Game consoles iPads and other tablets Printer and/or folder sharing Wireless printers Resolve customer requests by investigating problems, developing solutions and recommend additionalproducts and/or services relevant to assessment of the customer needs. Adhere to quality standards determined by company and client Represent company in a professional and ethical manner Maintain high level of customer satisfaction with focus on first call resolution

Fort Mill, South Carolina

Assemble, inspect, test, and troubleshoot mobile logistic units in accordance with productionwarranties, company policies and standards utilizing precision power tools, wiring blueprints, assemblyschematics, software installations, firmware testing and wireless LAN testing dock/charging stations.