Philip McKinney

Experience

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  Siemens

  Nov 2003 - Oct 2006

  Desktop Support & Warehouse Coordinator

  Desktop Support:• Provide technical assistance to resolve software errors or hardware problems for employees in person, via telephone or from remote location• Programs Supported: Windows XP, Server 2000, MS Word, Excel, Powerpoint, Outlook• Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems, as well as VPN connectivity issues.• Virus & Ad-ware scanning and removal using programs such as Ad-Aware, Spybot S&D, and McAafee were regular parts of the job.• On a regular basis performed basic laptop and desktop hardware replacement and imaging. Warehouse Coordinator:• I unified, wrote, and enacted warehouse procedures for multiple divisions, and exceeded previous service levels and delivery time.• Organized, and maintained physical warehouse usage operation, and maintenance Show less

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  Sprint

  Apr 2006 - Mar 2007

  Network Provisioner

  • Design & disconnect narrowband voice and data circuits to meet customer order specs.• Act as liaison between Account teams and telcos to negotiate and coordinate completion of service delivery. • Strong communication and customer service skills are utilized to keep internal and external customers up to date with current project status.• Utilized FMS and other proprietary software.

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  GSI

  Jul 2007 - Apr 2009

  NOC Tech

  • Monitor and maintain network and server availability to all system users and provide front-line troubleshooting for new issues. Less than 15 minute response required on all issues.• Perform scheduled / as needed maintenance to support server availability. • Answer questions or resolve computer problems for clients in person, via telephone or from remote location. • Create, update, maintain service tickets, and follow up with customers.• Provide assistance concerning the use of computer hardware and software. • Systems utilized: Windows Server and Desktop platforms as well as CentOS, RedHat, and Ubuntu Linux. • The environment was PCI security rated.• Created training manual for NOC department also called the Technical Response Center Show less

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  Rise Display

  Jul 2009 - Nov 2010

  Technical Support Specialist

  I provided complete technical support for clients, vendors, and contracted technicians who are using proprietary PC and web based software (Tracker, Ticker 4 and 6.2, Rise Vision, Displaywire). This included:• Training, troubleshooting, and helping with on-site installs• Using on-hand product to create testing environments• Replicate and troubleshoot customer issuesHardware building and repair in order to:• Test and report on new products, providing reporting and recommendation to management • Install product on site• Diagnose problems remotely, providing technical support with stock tickers (many different models), LED wall-boards, various models of content servers and LCDs (interactive and regular).• Ordering parts• Track inventory through the use of ACCPAC accounting software.I completed office projects with my team such as:• Setting up display versions of our hardware and software• Building a test environment• Creating technical manuals• Creating content for later use in the online learning center Show less

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  Scansource Communications

  Nov 2010 - Nov 2017

  Technical Support Analyst

  I specialize in helping resellers and end-user with technical difficulties and malfunctions. This job function requires:• Customer service excellence, for which I have received customer commendations, and won Tech Master of the Quarter• PCVE (Polycom Certified Video Engineer) training and certification, as well as other Polycom specific classes• Maintaining product knowledge through training classes, and keeping abreast of technical bulletins• Create and maintain service case documentation along with any necessary follow-up• I keep up to date with software release notes, technical updates from the vendor in order to offer the most accurate technical information• Excellent written and verbal communication with resellers, end users, and account executives• Ability to explain and train any reseller, technician, or customer regardless of their technical abilityI help account executives ensure pre-sales quotes for video and audio conferencing products have the necessary functionality, and will work in order to match the end-users needs. This includes, but is not limited to:• Participation in conference calls with the account executive, reseller and end users • Help them to understand the technical capabilities, install and network requirements• Know and be able to communicate compatibility with third party technologies• Getting part numbers to complete job quotes, and specialized installsI have also created multiple technical reference documents used by account executives and tech team members, and contributed to company blog posts and the tech team knowledgebase. I am also a member of the on-site emergency response team and have been certified by the American Red Cross for First aid/CPR/AED. Show less

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  Zoom Video Communications

  Nov 2017 - now

  Technical Support Engineer

  • Provide support to troubleshoot and resolve technical issues reported by external customers and other team members through phone, chat, and ticket channels• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions• Provide ideas and assist with creation of documentation and training material for external and internal Support Center content• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers• Excellent communication (both oral, written, and interpersonal) and customer service skills are a must.• Ability to work in a fast-paced, team-oriented environment while maintaining a positive attitude towards customers and team-members. Show less