Kenneth B. Hart
Raleigh,NC
Summary
Utilize customer focused skills and experience to be a critical asset to my company
Experienced Customer Service and Call Center Representative Proven ability in service operations center environment focused on troubleshooting issues such as servers which includes windows and Linux, routers, ups, and SAN Storage. Experienced with applications such as Spectrum, and System Pulse. Initiator of WebEx bridges for internal or external outages which are patient affecting. Experienced NOC technician in troubleshooting of wide area network services.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Network Assurance
HCLTech
11.2023 - Current
- Troubleshoot WAN Ethernet circuits for Wells Fargo
- Cost reduction by maintaining required SLAs
- Management approximately 30 incoming calls and daily WebEx chats
- Service Now Implementation Tester for SNOW transition
Major Accounts Representative
Access Point Inc.
12.2016 - 01.2019
- Provide first level of support for customers in major accounts
- Create sales quotes for phone lines, VOIP, Ethernet and cable Internet
- Conduct weekly meetings and track projects for my customers
- Manage approximately 20 to 40 incoming calls and emails per day
Service Operations Center Analyst
Duke University Health System (DHTS)
02.1999 - 06.2018
- Provide service support for all Windows and UNIX based systems
- This includes analyses and diagnosis of server issues
- Cleanup of disk space on virtual windows and Linux servers
- Start and monitor Webex calls for critical issues
- Monitor and troubleshoot networks, applications and web services issues
- Administer to storage and backup technologies
- Follows DHTS ITIL process work flows to ensure operational tasks and activities are being followed for incident, request, change and event management
- Follows the change management process for operational change tasks to ensure compliance for change management
- Complete IP assignments via Bluecat
- Escalate critical ticket to the appropriate support team
- Provide ongoing support and management of monitoring tools
WAN Engineer
Verizon
02.2019 - 11.2023
- Troubleshoot WAN circuits for Wells Fargo
- Troubleshoot Ethernet circuits for Wells Fargo
- Troubleshoot routers for NASDAQ, NISSAN, and Ethernet circuits for Citibank
Technical Clients Support
Charles Schwab
04.2015 - 08.2016
- Customer training on the Schwab website
- Retrieve inbound calls for password resets and website issues
- Triage and troubleshoot hot items and escalate higher level issues to management
Telecommunications Technician III
Verizon
10.2000 - 09.2014
- Install, troubleshoot, repair, and maintain telecommunications equipment from DS0 through OC12
- Provide reports, completes requests for new service, and determines methodology for installing telephone service
- Determine appropriateness of moderate equipment changes or modifications including call switches, test trunks and test links, and installs communication circuits
- Work independently within established procedures associated with the specific job function
- Maintain up to 20 tickets at a time while providing timely customer updates while continually communicating the internal team and outside carriers
- Manage customer circuit orders in a timely manner
- Successful completion of multiple projects by communicating with customers and executing conference calls on a weekly basis
Education
Bachelor of Science - Management Information Systems
University of South Florida
08.1993
Skills
- Technical acumen
- Excellent communication skills
- Troubleshooting skills
- Ability to facilitate and manage technical bridge lines
- Ability to quickly determine root cause
- Business impact analysis
- Issue resolution
- Ability to troubleshoot and resolve issues
- User acceptance testing
Certification
- ITILv3
- Six Sigma Yellow Belt
References
Available upon request
Training
- Service Now
- SANS GIAC Security
- Project Management
- T1 to Ethernet
Awards
- DHTS - 5, 10 and 15 year service awards.
- Verizon - Multiple peer recognition awards for customer service.
Golf, Walking Trails, Boating
Love to take time for myself. Golfing is a pleasure and I love to walk and go boating a few times per year.
Timeline
Network Assurance
HCLTech
11.2023 - Current
WAN Engineer
Verizon
02.2019 - 11.2023
Major Accounts Representative
Access Point Inc.
12.2016 - 01.2019
Technical Clients Support
Charles Schwab
04.2015 - 08.2016
Telecommunications Technician III
Verizon
10.2000 - 09.2014
Service Operations Center Analyst
Duke University Health System (DHTS)
02.1999 - 06.2018
Bachelor of Science - Management Information Systems
University of South Florida
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