Larry Keener Email & Phone Number

Vancouver, Washington, United States

Vancouver, Washington, United States

United States

Vancouver, Washington

Vancouver, Washington

Vancouver, WA

Day to day operations. Business analyst.

Vancouver, Washington

• Research, troubleshoot and resolve gTLDs, ccTLDs and nTLDs domain-related escalated customer support tickets including domain registrations, renewals, transfers, redemptions, abuse and ownership according to ICANN.
• Train new employees on handling domain-related issues.
• Deliver support to customers with configuration and troubleshooting of complex DNS issues for our ZoneEdit Advanced DNS Platform. This includes but is not limited to Dynamic DNS, Reverse DNS, Mail Forwarding, Web.
• Assist with the sales and fulfillment of aftermarket and premium domain names. This inculdes Accepting, rejecting and making counter offers according to a fair domain value using several appraisal tools.
• Work directly with domain registries such as CIRA, Verisign and Afilias.
• Define and set policies for domain and customer handling.

Vancouver, Washington

• Daily and monthly sales tracking, analysis and auditing.
• Write Wiki and Knowledgebase Articles for sales agents, technical support agents and customers.
• Develop Net Promoter Score (NPS) and First Call Resolution (FCR) data to incorporate into commission and bonus plan for agents.
• Create policies and procedures for handling the different gTLDs/nTLDs/sTLDs/ccTLDS (Domains).
• Develop training material and knowledge articles to support the Registrar Escalations Department (REC) Tier 2 and 3 teams.
• Train new employees to fill the duties of the REC Team.

Vancouver, Washington

• Train Support Specialists.
• Write Knowledge and Wiki articles for Customers and Support personnel.
• Resolve customer escalations.
• Work with Operations to develop and enhance products.
• Deliver support to customers with configuration and troubleshooting of complex DNS issues for our ZoneEdit Advanced DNS Platform. This includes but is not limited to Dynamic DNS, Reverse DNS, Mail Forwarding, Web.
• Define and set policies for domain and customer handling.

Vancouver, Washington

• Respond to email, chat, and phone requests in a call center environment.
• Efficiently and accurately trouble-shoot and professionally respond to support requests.
• Process inbound technical inquiries related to hosting, domain, registration, and other Dotster products and services.
• Meet required daily performance metrics and measurements.
• Provide high quality customer support to Dotster customers.

Irvine, California

• Provide advanced support for issues, problems and functional questions posed by customers while effectively triaging and setting appropriate customer expectations, thoroughly and concisely documenting interaction, and.
• Support both MAS90 and MAS200 technical and application problems to end users and resellers nationwide.
• Write Knowledge Base and Wiki articles with symptoms, research and resolutions which are then accessed by associates and customers.
• Research and development on new products prior to beta release.
• Serve as Import Specialist and Crystal Reports specialist for the technical team.

Irvine, California

• Under contract to Hewlett Packard, Performed printer upgrade project at the Ford Motor Company in Irvine, CA
• Under contract to Hewlett Packard, Performed printer upgrade and management project for Disnleyland Park and Hotel in Anaheim, CA

Costa Mesa, California

• Support eBay front-end and back-end web-based software for eBay Drop-Off Stores worldwide.
• Design and produce marketing materials and presentation materials for all stores.
• Design and produce marketing/sales materials for QuikDrop and eBay trade shows.
• Prepare and produce documentation and materials used in teaching QuikDrop owners how to use the software and become successful.
• Write html and php code for front end software used as interface to eBay used by all franchisees.

San Dimas, California

• Redesign Data Center and Failover Data Center from the ground up.
• Manage both the Data Center rebuild and the Operations Support Training.
• Provide end-user support.
• Train Operations personnel.
• Design and maintain an interactive Operations Technical Support Web Site.
• Capacity planning and budget analysis.

Anaheim, California

• Serve as technical lead on new application projects
• Provide end-user support.
• Train Help Desk and IT Support personnel.
• Design and maintain IT-Support Web Site.
• Design, configure, and test new systems, hardware and software, prior to rollout.
• Write configuration schemes.

Tustin, California

• Specified, purchased, configured and maintained all computer hardware, software, facsimile, and phone/voicemail equipment, company wide (17 locations).
• Restructured and managed the CADD department.
• Provided technical support.
• Served as Local Area Network Manager

Irvine, California

• Specified, purchased, configured and maintained all computer hardware, software, facsimile, and phone/voicemail equipment, company wide.
• Provided technical support to all computer users.
• Managed the Local Area Network.
• Served as CADD designer/graphics artist.
• Designed and implemented computer-aided presentations.

Bachelor Of Science, Information Technology

Management Information Systems

Bs, Operations Management

Managed the food services for Freshman Orientation week during my sophomore year. Helped develop the Operations Management department