Keven Earnest

Experience

• 

  Telvista Inc.

  Jun 2004 - Apr 2005

  Floor Supervisor

  Inbound over the phone technical support for Verizon Online DSL services, check on outages for clients, and troubleshooting for internet connectivity problems➢ Team Lead, Supervised and mentored all Level 1 Technicians on the floor and took calls for any elevated tickets.➢ Performed account maintenance and advanced troubleshooting as Level 1 Technician.➢ Provided Level 1 technical assistance to clients on the east coast➢ Created Remedy tickets and escalated them through the Event Manager Group.➢ Assisted Operations Controller with any necessary duties that will ensure better productivity, such as managing the production floor, and updating vital information.➢ Ensured local area network (LAN) guidelines, policies, were in compliance with all information systems policies and works on basic software applications.Key Achievement: Was promoted to Floor Supervisor for having the best Average Handle Time (AHT) of all the level 1 technicians, and once in that role reduced overall level 1 AHT by assisting the other technicians Show less

• 

  Valero Energy Corporation

  May 2005 - Aug 2005

  Desktop Support

  Contract employment where the primary responsibilities were acquiring new computers and formatting them with a working image and import the files of the clients procuring the new system.➢ Created an image using Norton Ghost➢ Formatted over 1000 Dell computers with the working image ➢ Exported client data to a secure server and recovered the data and installed on the new system➢ Identified deficiencies and supported actions necessary to correct conditions impacting system functionality, availability, and compliance with standard configurations.➢ Validated network connection, printer connections, and functionality of server access.➢ Increased productivity by using KVM switches to image up several systems at once, and implemented new systems to clients during the imaging processKey Achievement: Imaged and implemented the most systems out of all the contractors on the project and was recognized with a bonus to compensation.Environment: Windows XP, Office 98/XP/2003, Norton Ghost Show less

• 

  Pizza Hut

  Aug 2005 - May 2006

  General Manager

  Managed the restaurant and monitored the production of the store as well as the daily activities of the employees and clientele➢ Calculated the inventory and placed orders for products➢ Handled all hiring and termination of employment➢ Performed all the daily revenue calculations and handled all bank deposits➢ Constructed employee scheduling and rate of pay➢ Put corrective action in place for all delinquent behavior➢ Handled customer complaints➢ Calculated all delivery routes for driversKey Achievement: Increased the revenue for the location by 20% during my tenorEnvironment: QSR, Food Service Show less

• 

  Geek Squad

  Jun 2006 - Feb 2008

  Senior CIA

  Was second in command of all PC Repair and Diagnostics, handled customer repairacquisitions and complaints, and managed 7 employees➢ Face- to-Face client interactions➢ Identified problems and provided solutions➢ High level hardware troubleshooting and repair/replacement➢ High level Operating System troubleshooting and repair➢ Advanced infection identification and removal➢ High level network planning and support➢ Concise communication with clients of all technical backgrounds➢ Data migrations and back-up➢ Direct client sales and education➢ Company and client asset management, protection, procurement, and catalogingKey Achievement: Procured enough services and repairs in a 2 hour period to fulfill the daily goals of the entire department. Was able to independently repair and diagnose over half of the daily repair orders for the entire department.Environment: Windows 97/98/ME/XP/2000/Vista/7, OSX, Office 98/XP/2003 Show less

• 

  Reynolds builders

  Feb 2008 - Sept 2012

  Independent Contractor

  Provided energy efficient solutions to clients of TXU, AEP, SwepCo, and Entergy in all the markets located in Texas➢ Installed weather-stripping on every exterior door➢ Caulked around every pipe penetration➢ Completely sealed every section of the ducts located in the attic➢ Sealed every AC vent to the sheet rock➢ Completely sealed the plenum and the return air for the AC unit➢ Maintained all the computers and the network➢ Maintained all the printersKey Achievement: Was able to cut the energy consumption for a client by 50% with all the work done to their home.Environment: Windows XP, Open Office, Manual Labor Show less

• 

  Leidos

  Jan 2013 - Sept 2015

  Desktop Support

  Provide technical support for over 70+ applications associated with the military healthsystems and escalate all major issues for in-depth analysis➢ Identify problems and provided solutions➢High level Operating System troubleshooting➢Concise communication with clients of all technical backgrounds➢ Company and client sensitive information protection➢ Create Remedy tickets and escalate to appropriate departments➢ Perform account maintenance and advanced troubleshooting for various applicationsKey Achievement: Consistently achieve over 95% on call quality evaluations, Incident audits, and customer feedback surveysEnvironment: Windows 7, Microsoft Office 2010, Remedy, DCO Show less

• 

  Internet Contrasts

  Sept 2015 - Jul 2019

  Associate Engineer

  Provided full desktop, application, and network technical support for several clients with offices all over the US➢ Identify problems and provided solutions ➢ Network, Operating System, and application troubleshooting➢ Project creation and management➢ On-Site and Remote diagnostics➢ Communication with clients of all technical backgrounds ➢ Created documentation on client infrastructures➢ Company and client sensitive information protectionKey Achievement: Maintained the relationship with a major client that was in danger, from previous a technician, through outstanding service. Show less

• 

  Rx Technology

  Jul 2019 - Apr 2022

  Information Technology System Engineer

  Build, upgrade, and maintain full network and server infrastructure in a Managed IT company including application, and network technical support for escalated issues from service desk.➢ Identify problems and provided solutions ➢ Network, Operating System, and application troubleshooting➢ Project creation and management➢ On-Site and Remote diagnostics➢ Communication with clients of all technical backgrounds ➢ Created documentation on client infrastructures➢ Company and client sensitive information protectionKey Achievement: Have assisted in onboarding 40 new clients in less than 2 years. Show less

• 

  Transnet-co

  Apr 2022 - now

  System Engineer

  Build, upgrade, and maintain full network and server infrastructure in a Managed IT company including application, and network technical support for escalated issues from service desk. ➢ Identify problems and provided solutions ➢ Network, Operating System, and application troubleshooting ➢ Project creation and management ➢ Remote diagnostics ➢ Communication with clients of all technical backgrounds ➢ Create documentation on client infrastructures ➢ Company and client sensitive information protection Key Achievement: Helping to create, establish, and support the building and growth of a new division of the company. Show less