Kevin Dobrowolski

Experience

• 

  RCN Communications

  Sept 2003 - Dec 2005

  Internet Technical Support

  Assisted customers with problems resulting from use of Cable Modem/Data products/services. Performed diagnostic troubleshooting to resolve local network connectivity issues, electronic mail problems/ modem troubleshooting and configuration issues requiring research and analysis of root cause/solutions. Accurately assessed and escalated complex technical issues as appropriate. Assists customers in correctly connecting Cable Modem/Data products and technical theories, also communicated information effectively to the customer in a language appropriate to customer's level of understanding and assisted in interpreting their account statements, resolved billing issues, evaluated and escalated complex issues as appropriate in a prompt and professional manner. Show less

• 

  Golden Technologies

  Sept 2006 - Aug 2009

  Durable Medical Equipment Technician

  Troubleshooting all products from reclining chairs to mobility (scooters and wheelchairs) and beds. Ordered replacement parts for products when needed, for dealers and customers alike. Participated in monthly meetings to improve products and plant production. Assisted in training new technicians including training on the following software: Seradex ERP, Alpha DB software, ACCPAC (dos based).Society for Creative Anachronism Inc. (SCA; (Web development team member)2005 - 2009Duties: Helped develop and test the officers web site for a regional chapter of the SCA. Included web design, layout, compliance testing. Show less

• 

  C3I-Inc

  Jan 2009 - May 2014

  IT Help Desk

  Duties: Home Office users: perform the following basic and advanced troubleshooting: network connecting both hardline, wireless, air-card connections. Remote connecting into computers to perform numerous administration operations. Troubleshooting hardware from laptop computers and desktop computers to network and personal printers. Escalating to appropriate department when in house assistance is needed by a desk side technician or another team or group. Adding users to requested shared groups and drives along with granting the appropriate level of permission access to said groups. Making sure both shared drives and printers are mapped correctly to the appropriate computers. Unlocking and extending user accounts along with resetting passwords when needed. Troubleshooting of Black Berry cellphones regarding (email synchronization with the email servers and Lotus Notes via the BAS server, password reset, activations).Field Sales users: assisting with connecting to both the internet and VPN. Assisting with basic & advanced usage & processes of Lotus Notes. Assisting with basic processes associated with FOCUS (Siebel). Ordering replacement hardware equipment when needed. Show less

• 

  Apple

  Aug 2014 - May 2018

  Supporting all Apple Products (iMACs, MacBooks, iPhones, iPods)Supporting Customer accounts and account security for (AppleID, iCloud)

  • AppleCare Support Advisor - Tier 2 Senior Advisor / Supervisor

    Oct 2016 - May 2018

  • AppleCare Support Advisor - Tier 1

    Aug 2014 - Oct 2016