Kervon Hamid, Six Sigma Green Belt, CCNA

Experience

• 

  Luby's

  Apr 2004 - Oct 2010

  • Project manager for special projects as directed by the Store Systems Manager• Managed and support the company’s Kitchen Display System (Intellikitchen) rollout• Worked with Microsoft Great Plains Consultants to get Great Plains 8.0 Implemented• Setup and configuration of Blackberry devices (on hardware and BES) (Curve, BOLD, Tour, Pearl, and Touch)• Assisted in implementing 5th/3rd Credit Card Processing system (for 140 Restaurants) • Assisted Cisco Administrator with setup and installation of Cisco Routers, Switches, and VoIP phones and phone system• Supervising Network (LAN, WAN, & Wi-Fi) and Electrical wiring for POS Systems at new Luby’s locations• Setup and configuration of Apple iPhone devices (3G, 3GS, and 4G)• Provided Level 3 support for all store applications, escalated from the Help Desk.• Provided development and implementation support for new store systems initiatives • Administration of store Point Of Sale System• Ran daily reports and diagnostics on the company’s Credit Card Processing system.• Setup access accounts, and permission levels for GP Users• Supported Great Plains production and test servers.• Accessed Cisco Unity to grant user access, create voicemail, delete voicemail and setup new accounts Show less Managed team of six helpdesk techniciansMonitored schedule adherence, conducted team meetings, maintained quality control measures, and conducted employee counseling for corrective action when necessaryConsultant to managers and other personnel regarding network solutions to complex and logistical problemsProvided On-Site Hardware and Network assistance for the storesIdentify, test, develop, and implement network infrastructuresConfigure, develop, and maintain VPN connectionsCreate and develop guidelines and procedures to ensure network designs and support systems are handled appropriatelyConsistently apply knowledge required to perform technical and procedural aspects of the position and perform root cause analysis on escalated issuesWorked with various business groups to ensure efficient and accurate problem resolution. Implementation of vendor software/databases and working with vendor support to resolve technical issues Apply motivational techniques to build team morale and productivityResponsible for being the subject matter expert for assigned functional areas of responsibility in the development, documentation and implementation of processes and system/reporting enhancementsResponsible for the needs assessment and creation of training programs including; curriculum design, including online assistance and job aides and deliver training coursesFacilitate and delegate projects amongst the HelpdeskProvide On-Site Hardware and Network assistance for the storesCreate and manage schedules of the Helpdesk TechsAct as a consultant to managers and other personnel regarding network solutions to complex and logistical problemsIdentify, test, develop, and implement network infrastructuresMonitor schedule adherence, conduct team meetings, maintain quality control measures, and conduct employee counseling for corrective action Configure, develop, and maintain VPN connections Show less Document and update customer accounts using SAP interfaceAdministrate user permissions in SAP & MS Great PlainsProvide 24 hour technical support to Area Leaders & Store ManagersRetrieve lost and or corrupted data streamsDropped and Tested Voice & Data lines (Cisco VoIP)Creating Problem tickets in Track-It for activity tracking, status and call history.Configured and installed Windows XP Professional (both on Desktops and Notebooks)Create and Run Data backup jobs, along with Data ManipulationInstall and support network printers/ all-in-one'sInstall and maintain scan-to-file functionalityTroubleshoot Windows 2000, and Windows XP Desktop ApplicationsConfigured and Maintained VPN connections. Show less

  • POS Analyst

    Mar 2008 - Oct 2010

  • Help Desk Manager

    Oct 2006 - Mar 2008

  • Desktop Support Specialist

    Apr 2004 - Oct 2006
• 

  MEDHOST

  Mar 2011 - Jul 2012

  Project Technical Analyst

  • Function as Technical Point of Contact with ALL assigned projects; worked with local IT to build out and implement Windows Servers, Citrix Servers, and Cisco network equipment.• Provides technical status updates to Project Managers or the Implementation Manager, to include: project technical status, item tracking, risk identification and mitigation planning, and control strategies.• Communicates technical goals and guidelines with clients and project team• Acting as Team Lead, I have provided Tier 2 support to Tier 1 PTA’s• Serves as the technical point of contact for all internal clinical resources, and all Customer resources involved in technical implementation projects.• Handles initiation and planning activity that appropriately scopes the project’s technical vision, goals, and requirements.• Direct Project Manager of 24 concurrent projects; facilitating the implementation of an EDIS application across forty hospitals with hospital budgets of $600,000.• Builds out SQL DB with customization, based on Client requests• Management of client’s TEST and Production systems; both for troubleshooting and build out purposes.• Improves components or deliverables for product installation, testing, and configuration.• Assist with coaching of fellow Project Technical Analyst, to achieve team goals.• Travels to client sites for Testing, Validation, and Implementation• Identifies and mitigation of technical risk is the responsibility of the analyst through effective planning and development of corrective action strategies. Escalation of issues possesses a focus on resolution that results in no negative impact to project timelines, quality, and cost• Clinical content expert on MEDHOST software and company with deep technical knowledge of the MEDHOST platform including SQL database administration, EDMS Toolkit, Agent Console, EMR, billing, HL7 integration methods, multicast network protocols, Waveware transmitter protocols, and the EDMS application Show less

• 

  LifePoint Hospitals

  Jul 2012 - May 2013

  Lead Implementation Technician

  • Travels (100%) to client sites for Testing, Validation, Training, Implementation, and Go-Live Support• Provides technical status updates to Project Managers or the Implementation Manager, to include: project technical status, item tracking, risk identification and mitigation planning, and control strategies.• Communicates technical goals and guidelines with clients and project team• Acting as Team Lead, I have provided Tier 2 support to my fellow Technicians• Serves as the technical point of contact for all internal clinical resources, and all Customer resources involved in technical implementation projects.• Handles initiation and planning activity that appropriately scopes the project’s technical vision, goals, and requirements.• Utilize Microsoft SCCM to update and manage multiple systems (GP Push, Software installs, MS Updates installs)• Builds out SQL DB with customization, based on Client requests• Management of client’s TEST and Production systems; both for troubleshooting and build out purposes.• Improves components or deliverables for product installation, testing, and configuration.• Extensive experience in cultivating an atmosphere of efficiency and team building that is conducive to producing change management and positive risk and people management. Show less

• 

  CHS

  May 2013 - Oct 2013

  Lead Implementation Technician

  • Travels (100%) to client sites for Testing, Validation, Training, Implementation, and Go-Live Support• Have implemented HIM Systems, along with Full MEDHOST Suite• Provides technical status updates to Project Managers or the Implementation Manager, to include: project technical status, item tracking, risk identification and mitigation planning, and control strategies.• Communicates technical goals and guidelines with clients and project team• Acting as Team Lead, I have provided Tier 2 support to my fellow Technicians• Serves as the technical point of contact for all internal clinical resources, and all Customer resources involved in technical implementation projects.• Handles initiation and planning activity that appropriately scopes the project’s technical vision, goals, and requirements.• Direct Project Manager of 24 concurrent projects; facilitating the implementation of an EDIS application across forty hospitals with hospital budgets of $600,000.• Builds out SQL DB with customization, based on Client requests• Management of client’s TEST and Production systems; both for troubleshooting and build out purposes.• Improves components or deliverables for product installation, testing, and configuration.• Assist with coaching of fellow Project Technical Analyst, to achieve team goals.• Clinical content expert on MEDHOST software and company with deep technical knowledge of the MEDHOST platform including SQL database administration, EDMS Toolkit, Agent Console, EMR, billing, HL7 integration methods, multicast network protocols. • Extensive experience in cultivating an atmosphere of efficiency and team building that is conducive to producing change management and positive risk and people management. Show less

• 

  Rent-A-Center

  Sept 2013 - Feb 2014

  SIMS (POS) Application Administrator

  • Manage the resources, internal or external, needed to meet the needs of the business community • Manage the development priorities in alignment with the business needs • Assist in providing application development leadership to Technical Systems Design Engineer Supervisor on application development, integration, and maintenance projects • Code, test, and troubleshoot application programs and interfaces utilizing the appropriate hardware, database, and programming technology • Review and enhance the RAC development policies and procedures • Establish and maintain process and documentation standards - Ensure Developers comply with SDLC guidelines • Work with Technical Systems Design Engineer Supervisor and business community to ensure understanding of application intent, data input, and output requirements • Assist the Application Architect in development and design standards • Identifying, evaluating, analyzing, and recommending changes in support of assigned applications/systems, including ongoing production maintenance and troubleshooting. Show less

• 

  Dr. Pepper/Snapple

  Jul 2014 - Jan 2015

  Service Desk Team Lead

  • Responsible for providing Reports on SLA compliance, Service Desk Metrics and IT assets• Responsible for ensuring the smooth day to day running of the IT Service Desk,• Responsible for ensuring IT Service Desk staff coverage, call levels and SLA compliance• Initial escalation point for all user requests.• Carries out fault finding and problem solving on software and hardware issues and passes more complex faults and requests to the IT Operations Manager (Services) or other relevant resource.• Sets up and installs replacement IT equipment in line with 4 year replacement policy.• Carries out other administrative duties including user creation, password resetting and other related duties.• Ensures systems are kept up to date with patches and antivirus updates• Checks Spam logs and relevant notifications where required.• Responsible for maintaining the IT Asset Database.• Provides support to the IT Operations Manager (Services).• Represents the department where required.• Responsible for following established IT processes and supporting new ones. Manage and collaborate with third party suppliers and ensure that their performanceand provision of services and quality are in line with our expectations and enable us tomeet or exceed service levels;‐ Measure, monitor and work to drive down incident levels. ‐ Ensure that practices and processes exist and when it is possible are standardized andrepeatable. Ensure that these ones are continually improving and produce business casesto support team activities;‐ Contribute to the success of the business and assist in improving the overall customersexperience within the team; Show less

• 

  Hulcher Services

  Feb 2015 - Jul 2023

  Mobile Deployment Specialist

  - Diagnose, troubleshoot, and resolve a range of incidents for users, in a good quality manner. - Administer Windows Servers, Active Directory, Microsoft Exchange, file servers, and SCCM. - Create and maintain documentation relevant to production systems including well-documented installation instructions, user manuals, trouble-shooting steps, bug fixes and disaster recovery techniques. - Troubleshoots network and workstation related issues. - Administer Avaya phone system at both corporate and all division locations. - Troubleshoots network and workstation related issues. - Build, configure, repair hardware, such as VOIP phones, tablets, and printers. - Monitor Network using Solarwinds application - Interfaces well with company personnel, customers, and vendors. - Assist End-Users with information in connection with their technical needs - Centrally identify, manage and proactively provide software updates and security patches to the organization. - Ensure IT assets are properly managed, tracked and assigned for business use and purposes only. - Review the latest desktop and laptop/tablet technology and approves hardware and software standards that meet the needs of most of the company technology needs. - Provide 24/7 on call support - Create and maintain documentation relevant to production systems including well-documented installation instructions, user manuals, trouble-shooting steps, bug fixes and disaster recovery techniques. - Ensure that the Mobile Command Center remains in a “Ready to Roll” status, by installing, testing, and maintaining the trailer’s hardware and devices.- Provide guidance to the eDWR team, Sales Team, and Corporate Users about the uses of applications, and tablets. Show less

• 

  Technology Taskforce

  Jan 2016 - Jul 2023

  Network Field Engineer
• 

  Microsoft

  Feb 2016 - Sept 2017

  Senior Support Engineer

  - Displayed an understanding of Microsoft cloud services such as Azure and Intune- Flexibility and ability to adapt to ambiguous and changing situations - Be available to take ownership of new cases and escalations via telephone and email and provide support to Enterprise customers and partners.- Scope a customer’s issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.- Consult and collaborate with your immediate peers or colleagues around the world.- Ensure that each support request owned by you is handled as per our Service Level Agreement (SLA) and to the highest possible customer satisfaction by setting the right expectations and fulfilling your commitments.- Document your technical work and research in detailed and comprehensive manner.- Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems- Provide in-depth technical support for customers via telephone, written correspondence, or electronic service.- Provide advanced troubleshooting to analyze problems and develop solutions to meet customer needs.- Determine the best approach for resolving complex technical issues that will yield the desired turn-around time and optimal customer solution while minimizing the impact to the customer.- Engage and collaborate with other Microsoft groups, including escalation teams and the R&D Team, and 3rd party support partner (Open Source), in gaining resolution to critical, complex issues.- Interfaces well with company personnel, customers, and vendors.- Assist End-Users with information in connection with their technical needs.- Maintain strong working knowledge of all related products, technologies and upcoming releases. Take proactive ownership in identifying and recommending product improvements in key product areas based on key data points. Show less

• 

  Qualfon USA

  Feb 2019 - Jul 2023

  Sr. Desktop Support Team Lead

  - Providing user support both onsite and remotely- Software and Hardware troubleshooting- Facilitating Companywide projects (system upgrades, hardware upgrades)- Testing and qualifying new hardware- Utilizing established ticketing system (ServiceNOW & H.E.A.T) to track open issues.- Providing Messaging Support (Outlook, Skype, MS Teams)- Displaying an understanding of basic networking fundamentals (Routing, DHCP, DNS, TCP/IP, VPN)- Telcom troubleshooting, extension relocation, hardware troubleshooting and repair (VoiP, & Digital)- Expertise in deploying and supporting desktops/laptops, phone systems, and various applications- Ability to adjust quickly to changing priorities and make quick decisions (for self & peers)- Extensive working knowledge in using V-center, VMware/Hyper-V - Hands on experience in configuring and managing Active Directory.- Maintaining strong customer service, prioritization, and communication skills- Consistently displaying a positive, can-do attitude throughout the Call Center- Displayed an understanding of Group Policy and Active Directory- Extensive working knowledge in using V-center, VMware/Hyper-V - Hands on experience in configuring and managing Active Directory.- Possessing organizational skills to balance and prioritize work based on the needs of Management, Call-Center Agents & User Desktop Team Show less

• 

  7-Eleven

  Nov 2021 - now

  Senior Engineer

  Hello, I am an accomplished and results-driven IT Engineer with over 19 years of experience in the Information Technology field. Throughout my career, I have garnered extensive technical and computer knowledge, excelling in various client/server and network systems, operating systems, hardware, software, and programming languages. My diverse skill set has allowed me to make significant contributions to the success of organizations like 7-Eleven, Inc.Expertise in Client/Server, Networks, TCP/IP, Cisco ICM/CVP, Wi-Fi, VoIP | Skilled in Windows, Linux, Android, iOS | Proficient in MS Office, SQL, SAP Crystal Reports | A+ Certified, CCNA & Security+ | Keisen Center Six Sigma Green Belt Certified | Proven track record driving tech solutions, enhancing business operations. Open to new opportunities and collaborations. Let's connect! Show less