Derek Kenyon

Experience

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  New Horizons Learning

  Aug 2000 - Apr 2001

  Applications Trainer - Graphic specialty

  Provide classroom environment training on computer applications such as · Office applications: Microsoft Word, Excel, PowerPoint, Outlook. Corel versions· Graphics/Page Layout applications: Adobe: Photoshop, InDesign, Illustrator, Pagemaker and Framemaker. Quark: Express, CorelDraw!

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  Polk County School Board

  Aug 2001 - Sept 2002

  Network manager
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  Verizon

  Jan 2003 - Jun 2018

  Command Center Functions / Outage management:Single Point of contact (SPOC) for agent technical and procedural questions. Focal point and end-to-end management of escalations responsible for listening, understanding, and anticipate the customers' needs. Center performance and management - call center environment:Manage over 150 geographically diverse agents using Avaya CMS Supervisor and Aspect Real Time Adherence (RTA) to achieve Service Level Agreements (SLAS) for multiple lines of business. Continual Process Improvement functions:Review tickets in ServiceNOW for trends and accuracy.Knowledge Author - create and manage documentation in At Your Service/ServiceNow and departmental SharePoint site. Update and improve processes and documentation directly or through feedback and collaboration with process owners.Work directly with support teams and business partners to improve processes reducing escalations.Heavily focused on supporting and taking ownership of highly technical escalations for B2B teams through resolution. Work with Customer Service and Quality Management tools such as Verint Witness and Speech Analytics to ensure quality service. Achievements / Completed Projects:Manage multiple projects from concept to completion. Including requirements, documentation and training. Developed, documented and trained center performance leads on new template-based ID Management system using Avaya CMS Supervisor from agents with multiple individual ACD IDs to improve center agility and reduce errors related to ID adjustment. Developed, documented and trained center performance leads on new agent tracking process to ensure agents are online and on task resulting in higher compliance and availability for the center in real time.Trained offshore Command Center Peers for managing Tier 1 Center Performance functions offshore, resulting in a successful turnover of responsibilities to offshore team after organizational change to offshore all Tier 1 functions. Show less · Handle Tier 1 and Tier 2 Help Desk calls for Verizon and multiple external and commercial business customers. · Troubleshoot and resolve PC Configuration, application, and ID access issues.· Ensure high customer satisfaction across multiple commercial clients and internal lines of business. · Manage internal ticket queues.· Address and troubleshoot Commercial Enterprise customer escalations with various issues, such as, but not limited to, hardware, software, application, and ID access issues to resolution.· System administration and support.· Manage outages by engaging Crisis Management Desk and appropriate support teams while participating on crisis bridges. Show less

  • MTS-III TECH SUPPT Operations Lead ITIL Service Desk/Help Desk

    Nov 2009 - Jun 2018

  • MTS-TECH SUPPT

    Jan 2003 - Nov 2009
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  PwC

  Mar 2020 - now

  Senior Associate

  Support for Tax Applications