Kevin Adkins
Technical Support Manager
Charlotte,NC
Summary
Experienced Technical Support Leader with over 25 years of experience across multiple sectors, including enterprise IT, customer success, and education. Proven ability to mentor teams, drive operational improvements, and restore key client relationships. Adept at troubleshooting complex systems, managing technical support operations, and delivering exceptional service outcomes. Combines hands-on technical expertise with strong communication and leadership skills.
Overview
30
30
years of professional experience
Work History
Manager of Technical Support
Aravo Solutions
02.2023 - Current
- Lead daily operations for the global Technical Support team, driving process improvements, and service excellence.
- Repaired a key relationship with a major client on the brink of leaving, which ultimately led to an increased spend with Aravo.
- Collaborate with cross-functional teams to ensure prompt resolution of client issues, and optimize support delivery.
- Lowered the overall open case count by 50%.
Swarm Lead
Veritas Technologies LLC
10.2019 - 02.2023
- Trained and mentored new team members; screened/interviewed applicants.
- Triaged cases and assisted team in identifying resources to drive resolution.
- Facilitated global team meetings, created case management reports, and coached toward KPIs.
Senior Technical Support Engineer – Appliances
Veritas Technologies LLC
06.2018 - 02.2023
- Resolved hardware issues on Veritas data retention products in enterprise environments.
- Developed troubleshooting documentation and maintained 95% customer satisfaction.
- Collaborated to identify root causes and deliver long-term fixes.
Technical Support Engineer – NetBackup
Veritas Technologies LLC
12.2012 - 06.2018
- Supported backup/recovery operations; advised on best practices.
- Earned Veritas Accredited Tech Support Engineer certification.
Information Systems Manager
Hudson Technologies
02.2006 - 12.2012
- Managed IT support for 200+ users; directed $400K annual tech budget.
- Led ERP system upgrade and revised disaster recovery plan.
- Oversaw Green Initiative compliance monitoring in manufacturing.
Technology Support Representative
Orange County Public Schools
07.2001 - 02.2006
- Maintained school networks and databases; led procurement and training.
- Directed student-run morning news and taught computer basics.
Educational Technician
Detroit Public Schools
09.1995 - 07.2001
- Delivered software/hardware training and managed campus tech inventory.
- Created digital filing systems; coached boys’ and girls’ basketball teams.
Education
Master of Science - Information Systems Management
University of Phoenix
Phoenix, AZ03-2010
Bachelor of Science - Information Technology
DeVry University
Orlando, FL10-2002
Bachelor of Arts - Sociology
Wayne State University
Detroit, MI06-1998
Skills
- Technical Support Leadership – Team mentoring, KPI coaching, global support operations
- Client Relationship Management – High-touch support, Incident/Escalation management, customer retention
- Enterprise Technologies – Veritas NetBackup, backup appliances, Active Directory, ERP systems
- IT Infrastructure – Hardware/software troubleshooting, server and network maintenance
- Project Management – ERP upgrades, disaster recovery planning, cross-functional coordination
- Process Improvement – Workflow optimization, case triage, knowledge base creation
- Reporting & Analysis – Support metrics, daily case management reports, root cause analysis
- Tools & Platforms – Salesforce, JIRA, Microsoft 365, Linux/Windows environments
- Training & Documentation – Onboarding, technical documentation, staff development
- Compliance & Environmental Monitoring – Green IT initiatives, regulatory adherence
Timeline
Manager of Technical Support
Aravo Solutions
02.2023 - Current
Swarm Lead
Veritas Technologies LLC
10.2019 - 02.2023
Senior Technical Support Engineer – Appliances
Veritas Technologies LLC
06.2018 - 02.2023
Technical Support Engineer – NetBackup
Veritas Technologies LLC
12.2012 - 06.2018
Information Systems Manager
Hudson Technologies
02.2006 - 12.2012
Technology Support Representative
Orange County Public Schools
07.2001 - 02.2006
Educational Technician
Detroit Public Schools
09.1995 - 07.2001
Master of Science - Information Systems Management
University of Phoenix
Bachelor of Science - Information Technology
DeVry University
Bachelor of Arts - Sociology
Wayne State University
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