Kevin Tarrant Email & Phone Number

Charlotte, North Carolina, United States

NinjaTek (formerly TechVesperia) is a Technology Services Provider located in Charlotte, NC. We specialize in the sale, resale, and repair of computers, networking equipment, and other consumer electronics.

Buffalo/Niagara, New York Area

• Identified, isolated, and documented bugs clearly and concisely in a bug database.• Ran test suites, verified fixes, and reported grammar / language errors.• Followed documented processes during all stages of the testing period.• Verified that bugs have been fixed and implemented correctly.

Buffalo/Niagara, New York Area

• Provided outstanding customer service• Provided advice and training to clinical staff• Emulated/reproduced technical issues encountered• Triaged, diagnosed, escalated, and resolved incidents• Consulted documents to implement solutions• Translated customer-reported symptoms into technical terms• Supported and contributed to special projects as needed• Contributed to Knowledge Management system• Provided phone-based technical support• Traveled to remote offices to provide support as needed

Buffalo/Niagara, New York Area

• Performed hardware and software maintenance and upgrades for desktop and portable computers.• Built custom PCs to order based on customer specifications.• Installed and configured home and small office networks.

Buffalo/Niagara, New York Area

• Provided technical support to Buffalo Public Schools staff regarding the proper use of BPS-issued hardware/software • Implemented workstation hardware and software upgrades on an as-needed basis• Provided support remotely whenever possible• Performed initial diagnostics, repair/replacement, and final resolution of faulty hardware and software • Maintained full accountability in regards to any assigned help desk tickets

Buffalo/Niagara, New York Area

• Sold all residential product lines including, Digital Phone, Digital Cable, High-Speed Internet, IntelligentHome, as well as other new and innovative products as they were launched.• Conducted table events, in-store product demonstrations, maintained the TWC kiosk/sales area, displayed all point of purchase materials, and re-ordered equipment/supplies as needed.• Collaborated with retail management to effectively drive sales of TWC’s services. • Entered sales orders, scheduled installation appointments, and processed equipment transactions for self-installations utilizing the TWC billing system.

Buffalo/Niagara, New York Area

• Resolved technical and billing concerns related to the use of multiple Apple software and hardware products, including (but not limited to): Desktop/Mobile computers (MacBook/Air/Pro, iMac, Mac Mini, Mac Pro), Mac OS X, and iCloud.• Sold additional products and services to enhance the customers’ experience with their Apple products, including accessories, extended service agreements, and hardware upgrades.

Buffalo/Niagara, New York Area

• Resolved technical and billing concerns related to the use of multiple Microsoft software and hardware products, including (but not limited to): Microsoft Account (Formerly Windows LIVE ID), Xbox 360, and Xbox One.• Exceeded defined goals for Customer Satisfaction and Quality Assurance scores.

Buffalo/Niagara, New York Area

• Received, reviewed, researched, and resolved escalated customer concerns from multiple internal sources (CEO/CFO/EVP/Legal/Public Affairs) and external sources (BBB/FCC/Local Franchise Authorities) in a timely manner.• Coordinated with Senior Leadership, Managers, Supervisors, Department Heads, and Specialty Groups (Divisional Office of the President, Field Operations, Voice Operations, Technical Operations, etc.) for the purpose of resolving customer concerns.• Analyzed emerging trends and identified areas of opportunity.• Assisted with the development and documentation of department processes.

Buffalo/Niagara, New York Area

• Monitored and utilized social media channels including Facebook, Twitter, Forums, and 3rd party blogs to assertively drive concerns, complaints, issues, or inquiries to resolution in a timely, professional manner with both internal and external customers of Time Warner Cable.• Collaborated with leaders and functional areas of the corporate, region, and division levels to resolve escalated customer concerns.• Utilized exceptional communication skills to foster a high level of customer satisfaction as well as a positive image of Time Warner Cable.

Buffalo/Niagara, New York Area

• Maintained ownership and accountability while resolving technical issues, including but not limited to: Cable Modem Provisioning, Basic LAN Troubleshooting, E-mail Support, and Billing.• Created detailed reports on technical issues with Advanced Products (Ethernet, PRI, and Dedicated Internet Access over DOCSIS and/or Fiber) and escalated cases for resolution when appropriate.• Educated customers as to how to solve similar technical issues in the future, thus preventing callbacks for the same (or similar) issue(s).• Developed and maintained strong customer service and technical support knowledge base continuously via internal training opportunities, external sources, and self-education.

Buffalo/Niagara, New York Area

• Owned and resolved customer issues escalated by Tier 1 agents across all Xbox LOBs (Hardware, Billing, Connectivity, Games, Other).• Provided systems & processes coaching to Tier 1 agents.• Identified, documented, and submitted emerging issues directly to the client for resolution.• Exceeded defined goals for Customer Satisfaction and Quality Assurance scores.

Buffalo/Niagara, New York Area

• Provided Target guests with excellent customer service regarding general product inquiries, product trade-ins, and wireless service from AT&T Mobility, Verizon Wireless, and T-Mobile.• Provided product expertise & sales coaching to Target employees. • Built a loyal customer base by creating long-term relationships.• Successfully managed sales and profit targets.• Managed the kiosk's controllable categories on the kiosk's profit and loss statement.• Achieved personal sales and profitability goals.• Recruited, hired, and retained top tier talent.• Managed the day to day operations of the business.• Supervised and managed the overall performance of store staff.• Accurately processed mid and end-of-day cash settlements.

Buffalo/Niagara, New York Area

• Provided Sales, Customer Service, Billing Support, and Technical Support for a wide range of mobile devices offered by AT&T Mobility, Sprint Nextel, T-Mobile, and Verizon Wireless.• Offered customers cutting-edge solutions in a friendly, confident, and knowledgeable manner.• Maintained high levels of sales and customer service performance.• Handled escalated customer issues in a manner acceptable to both the company and consumer.• Built a loyal customer base by creating long-term relationships.• Exceeded personal sales and profitability goals.• Performed all duties of a RadioShack Store Manager when requested.

Broadband Premises Installation & Service, Telecommunications Technology/Technician

Ged, High School/Secondary Diploma Programs