Kevin Knapp

Experience

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  United States Army Reserves

  May 1996 - Jun 2004

  Surgical Technician and EMT (Combat Medic)

  Served as a Surgical Technician for the 2290th U.S. Army Hospital for 6 years. Served as an EMT Combat Medic when transferred to the 372nd Military Police Battalion for 2 years. Received an honorable discharge on June 01, 2004. Reached the rank of E-4.

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  Gateway Computers Inc

  Jun 2000 - Apr 2003

  Cataloged and maintained retail store inventory through weekly cycle counts. Developed an efficient and motivated sales team to professionalize the retail sales experience. Managed a team of Consumer and Business sales associates to promote maximum sales results. Sold Gateway products and services to customers through a retail location Managed Consumer and Business leads to promote maximum sales results. Generated and followed up on new business leads and scheduled on-site appointments. Maintained store merchandising plan.

  • Retail Operations Manager

    Aug 2002 - Apr 2003

  • Solutions Advisor/Business Sales assistant

    Jun 2000 - Aug 2002
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  Kenneth Clark Co

  Jul 2003 - Oct 2004

  Freight Broker

  Managed daily freight pickup and delivery while keeping customers informed of load status. Located and assigned trucks to contracted jobs at negotiated rates to maximum profitability. Issued purchase orders, negotiated contracts, and managed insurance and tax paperwork for contract loads of freight.

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  Comcast

  Feb 2005 - May 2006

  Sales Associate and Customer Account Executive

  As a Sales Associate, conducted face-to-face customer meetings to demonstrate various products and services. Used the 'passive' sales technique and provided customer care. Maintained customer accounts and orders. As a Customer Account Executive, provided technical support for Comcast television services. Performed billing and account maintenance. Promoted special offers. Provided Beta support for and sold Comcast digital voice service.

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  MICROS Systems, Inc

  May 2006 - Jan 2009

  Worked in the R&D Escalations Group supporting five Point-of-Sale (POS) products, including Stadium and Hotel market POS systems, Stored Value Cards (SVC), and Table Management. Tested new product software applications, including Beta and Alpha releases, to identify and remove defects from the software using PVCS Tracker. Supported the customer service department through call escalation using Clarify, WebEx, and PCAnywhere. Trained customer support personnel by teaching a series of classes. Monitored customer sites to detect operational/functional software defects. Analyzed customer reports to ensure accuracy and to identify discrepancies. Performed technical edits of end user and internal documentation. Wrote product configuration guides as needed. Show less

  • Software Test Specialist

    Feb 2008 - Jan 2009

  • Customer Support Analyst

    May 2006 - Feb 2008
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  Roadnet Technologies formerly UPS Logistics Technologies

  Apr 2009 - Aug 2013

  Product Support Specialist

  Worked in a 10 person help desk, supporting the Roadnet Transportation Suite and each of the modules contained within (Roadnet, Mobilecast, Territory Planner and Fleet Loader), Roadnet Anywhere (Web hosted fleet/route management software) products and Roadnet Telematics application. Provided application support for Access, SQL and some Oracle databases in conjunction with the Roadnet Transportation Suite via Go2Assist. Documented customer interactions and managed case work via Salesforce.com. Developed, scripted and produced training webinars for multiple applications, to include providing voice over presentation in Camtasia Studio. Managed the implementation of a large Enterprise customer with a fleet of over 8,000 vehicles. Hosted remote training sessions via 'WebEx online meeting' by request, to meet customer needs. Show less

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  Paradigm Software LLC

  Sept 2013 - May 2017

  Installation and Support Technician

  Perform technical support, problem diagnosis and resolution, training, and other support tasks related to Paradigm proprietary software and associated programs. Work with other staff members to improve, streamline, and enhance support procedures and to provide additional support methods to customers and end-users. Test, verify, and perform verification procedures on the software. Create specifications for program modifications, enhancements, and fixes for the software. Perform general office duties including but not limited to producing sales lead correspondence, memos, customer correspondence, and other materials. Performance of and assistance with the project management of installations as well as internal and external projects. Scripting, recording, editing and production of professional level audio-visual training media in the form of .mp4 files. Show less

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  CallTrackingMetrics

  May 2017 - Aug 2022

  Provided Premium level support to our Goldstar, Paid Premium Contracts, and other high-visibility customers to ensure any technical issues are being addressed within established Service Level Agreements (SLA) or Organization Level Agreements (OLA). Partnered regularly with Sales, Customer Success Managers, Professional Services, and other team members to enhance the customer experience.Increased Premium Support subscriptions by 70% by launching the “Partners in Success” initiative which rebranded Premium Support as the Premier Help Desk with a more sustainable, cost effective approach to Customer Service. Developed an enhanced onboarding process to CTM’s Premier Help Desk, introducing a proactive, consultative approach to support leading to a nearly 100% reduction in inbound calls..Created “Solutions that Matter” slogan, rebranding general support to a more inclusive and appropriate “Help Desk.”Developed a Zendesk reporting system specifically leveraged by our Sales and Customer Success teams to identify new sales and upsell opportunities.Addressed advanced technical concerns/questions specific to CTM products and services, from both internal and external sources.Managed the escalation of tickets to development via daily meetings with development and our backline team. Received, interpreted and advocated for customer requests specifically regarding enhancements to the CTM code base.Provided intermediate support and configuration assistance with REST API as documented in Postman, as well as Webhook and/or Zapier integrationsReceived and processed daily escalations of tickets, chats, and calls from Frontline team members via Zendesk tickets. Provided mentoring and guidance to Frontline engineers. Worked alongside the People and Culture Department to perform new hire training on highly technical software features. Show less Retained ownership of the number porting process, as well as drove the processes regarding the initialization of International Number registration.Handled International addresses and documentation for the purposes of legitimate registration with the carrier.Facilitated live general support inquiries via telephone, email and chat with a high level of customer satisfaction.Maintained a consistent follow up cycle with the customer until issue resolution.Identified issues specifically requiring developer investigation/fix and facilitated the conversation, testing and efforts to resolve in the absence of a formal escalation process.Maintained a Customer Satisfaction (CSAT) rating of 96.6%. Show less

  • Senior Customer Support Engineer

    Aug 2019 - Aug 2022

  • Customer Support Engineer

    Jan 2018 - Aug 2019

  • Implementation Support Specialist

    May 2017 - Jan 2018
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  BLACKWOOD

  Dec 2022 - now

  Senior Manager, Customer Experience

  As the Senior Manager, Customer Experience at Blackwood, my role is to lead and oversee the solutions delivery component of engagements, ensuring the success of all projects. Through active communication with all parties involved, I work to foster a collaborative and productive environment. In the event of any challenges, I leverage key resources to devise and implement a course of action to ensure timely resolution, always prioritizing the satisfaction and comfort of our partners and customers.At the heart of my role is supporting our key enterprise customers by identifying and delivering effective solutions to their most pressing information security and network challenges. By analyzing key metrics and identifying milestones consistent with enhancing the overall customer experience, I strive to ensure our customers' needs are met and exceeded.Overall, I am committed to leading by example and cultivating a culture of excellence, accountability, and collaboration. Show less