Kyle Johnson Email & Phone Number

Philadelphia

-Provide timely response to all incidents, outages and performance alerts. Categorize issues for escalation to appropriate technical teams as needed.-Implement code deployments and releases.-Recognize, identify and prioritize incidents in accordance with customer business requirements, organizational policies and operational impact.-Complete change tasks by following change management process.-Collect and review performance reports for various systems, and report trends in hardware and application performance to assist senior technical personnel to predict future issues or outages.-Monitor a wide variety of information and network systems that include, but are not limited to telecommunications circuits, LAN/WAN systems, routers, switches, firewalls, VoIP systems, servers, storage, backup, operating systems and core applications.-Document all actions in accordance with standard company policies and procedures.-Notify customer and third-party service providers of issues, outages and remediation status.-Work with internal and external technical and service teams to create and/or update knowledge base articles.-Perform basic systems testing and operational tasks (installation of patches, network connectivity testing, script execution, etc.).-Support multiple technical teams in 24 x 7 environment operational environments with high uptime requirements. Varied shift schedules may include day or evening hours.-Track and manage day-today functions and specialized project work via Rally for team transparency and better time management. -Complete access administration functions when necessary.*Operating Systems Supported: UNIX (Linux, AIX, Solaris), Windows (XP, 7, 8), MAC OS*Technology Supported: Rally, Rundeck, App-Dynamics, Wily, SiteScope, Nagios, ServiceNOW, CA Unicenter, Cacti, GoCD, Confluence, CyberArk, F5 (loadbalancer), company enigineered homebrew applications, and others as needed

-Provide prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues. -Strive for First Call Resolution while handling all issues with urgency ownership and accountability. -Perform complex diagnostic troubleshooting to resolve voice video & data service issues. -Fulfill client requests to make changes to their Comcast Business Class Services including voice video & data products. -Leverage a variety of software applications to manage customer account information and diagnose and resolve technical difficulties. -Communicate effectively with customers in a professional manner while setting accurate expectations for issue resolution. -Recognize and diffuse difficult customer situations utilizing all resources interpersonal and negotiating skills to come to resolution. -Articulate relevant information regarding billing cycles processes and prorates effectively. -Act as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business upgrades or other services (Signature Support Upware etc.) based on customer needs/interests.

Upsell ProductsWork proactively with drivers, service agents, handheld return agents and managers to ensure proper vehicle supplyAssist members with questions and concerns to minimize counter visitsOffer assistance with luggage, directions, and any other questionsCommunicate customer service issues to managementPerform other customer service related duties in addition to those listed, to ensure our service meets the needs of our customers

Philadelphia

Local Tech Support intern, assisting with various tasks and responsibilities including troubleshooting network and connectivity problems, hardware errors, and common technical issues, all while providing an extremely high level of Customer Service.

Courses Covered:PC HardwareTroubleshootingIntro to NetworkingIntro to IT SecurityCustomer ServiceITWorks Friday Session: 100+ hours of networking and professional development with local IT leaders and HR professionalsCertifications Earned: A+

Operated Cash Register (POS System)Coordinated and maintained inventoryInteracted with customers and provided excellent customer serviceMaintained clean and orderly work environmentMaintained outstanding standards and solid product knowledge to increase product sales.

General Education

28 College Credit earned

Cisco A+ Certification, Information Technology

CISCO Web Essentials and CompTia A+ training courses.

Education record

High School Diploma

Activities and Societies: Captain of Varsity Baseball Team (06-08)

General Studies

Activities and Societies: Community Service, After School Program Mentor -Assist elementary-high school aged children with schoolwork..