Kevin Hinshaw Email & Phone Number

Wichita, Kansas, United States

Wichita, Kansas

Helped customers maintain their tax software on Windows operating systems and/or Terminal/Citrix Servers.• Shared knowledge by creating knowledge base documentation for commonly asked questions.• Became a “go to” source of knowledge for my peers.• Identified areas needed for employee training. Created/edited training documents and led training classes.Led a Technical Support team of 5 - 10 FTEs and up to 15 temporary team members.• Helped team members meet or exceed their KPIs. This included maintaining availability to take incoming calls, managing their time, and maintaining product knowledge and/or tools to resolve customer questions.• Collaborated with QA/Development on topics that generated customer calls. Maintained open lines of communication between Support, QA/Development, and our customers. • Completed a Lean Six Sigma greenbelt project to improve efficiency of new hire training. Digitalized training documentation, restructured classroom training, and improved time to efficiency of new hires by 33%.Led a team of 12 FTEs consisting of Technical Writers and Knowledge Base Admins.• Implemented Knowledge Centered Support (KCS) methodology and practices to 400 Support employees.• Contributed to the implementation of Salesforce Service Cloud for both call ticketing and knowledge base management and Coveo as a knowledge base search engine. • Guided creation and maintenance of self-service documentation including product help files, instruction guides, knowledge base content, and “how to” videos.