My Bio
I am a highly motivated father of 3, husband to a great, intelligent lady, and a Apple Technical Engineer who loves Apple and has never even owned a PC. That is what I call dedication. I know the in’s and outs as I beta tested OS X before the world knew about it, I trained new hires, beta tested AppleCare and selling to customers items they may need on a call, I performed customer service and tier I & II Tech Support for Apple. I have been Apple Certified by their training and keep up on everything by owning all of their products, learning them, and listening to Tech podcasts as well as buying the books on them to stay current for education purposes. Please look at my next page if you want to know more or need technical support on your company’s Mac or home solutions.
Experience in a Nut Shell
- Apple, Inc. 4 Years
- Dell, Inc. 4.5 years
- The Tech Shack 20 Years
- Mac Shop NW & Mac Store (Formerly The Computer Store)
- US Army (T.O.W. II Missiles)
Please feel free to see my Business web site and maybe we can help each other out.
http://thetechshack.com
Resume
Kevin D. Holmes
Portland, OR 97230
(503) 501-8294
Kevin@theTechShack.com
Career Goals
To pursue a leadership position within a technical department utilizing my strong leadership, management, decision making, technical, analyst and communication skills.
Professional Experience Summary
Results oriented & motivated professional with 14 years of experience in leadership roles with the military and supervision / managerial roles in corporations and professionally trained and certified by Apple, Inc. and Dell, Inc. on leadership, trouble shooting, internal tools, testing and coaching.
Core Competencies
Macintosh OS all versions Windows OS all versions Data Recovery Solutions
Digital Video Editing / Presenting Wireless Networking Solutions Beta Testing Software
Video Conferencing Back up Solutions for Business Technical Consulting
Experience
L2 Technical Analyst, Team Lead, Back-fill Manager, Oklahoma City, (January 2007 – October 2008)
Dell, Inc.
Supervised 4 Team leads and 4 teams of up to 25 agents per team coaching them with trouble shooting issues, handling customer escalations, driving the team to deliver great customer experience and improved metric performance and efficiency while embracing changes to different Business Units
Supervised teams through change during transitions from FDI (Escalation Queue) to Customer Care to Notify to XPS to Business Laser Printer queue, consistently delivering positive results, improving team performance and RDR.
Created specific action plans for agents on my team to help them improve in specific areas of trouble shooting by providing the
necessary feed back, individual training (1x1/Lab) to improve overall customer experience & knowledge
Back-fill Manager and Project Management
Supervisor, Resolution Expert Center, Round Rock, Texas (June 2004 – January 2007)
Dell, Inc.
De-escalated irate customers including several senior executive (incl. Michael Dell) escalations and helped retain the customers
business with Dell, achieved savings of 4 million dollars in business
Created and implemented standards for co-workers and a Dispatch for Dummies manual in layman's terms, as well as becoming the REC’s Dispatch Subject Matter Expert
Assisted in the Dell Service Provider Queue ensuring accurate part dispatches to our customers
Contract Employee, Small & Medium Business Sales, Round Rock, Texas (Jan 2004 – March 2004)
Dell Inc.
Matched customers business needs with the product and achieved sales extended goal of 110%
Supervisor, Trainer, L2/L3 Support, Austin, Texas (July 1999 – August 2003)
Apple, Inc.
Trouble shot escalated customer issues and educated agents on the hot issues to prevent future escalations
Trained and developed new hires on Apple policies and procedures, de-escalation techniques
Beta Tested OS X and participated in Pay Per Incident and tech sales pilot
Education / Certifications
Associate of Arts in Advertising/Graphic Design - Collins College Tempe, AZ 1993
Apple Certified – Apple, Inc. Austin, TX 2003
A+ Certified – Comp TIA Oklahoma City, OK 2007
Advanced Resolution Expert Certified – Dell, Inc. Oklahoma City, OK 2007
Dell Certified Systems Expert (Desktop, Portables, Printers, Servers) – Dell, Inc. Oklahoma City, OK 2008
Early Career Experience (1988-1998)
Portland, OR 97230
(503) 501-8294
Kevin@theTechShack.com
Career Goals
To pursue a leadership position within a technical department utilizing my strong leadership, management, decision making, technical, analyst and communication skills.
Professional Experience Summary
Results oriented & motivated professional with 14 years of experience in leadership roles with the military and supervision / managerial roles in corporations and professionally trained and certified by Apple, Inc. and Dell, Inc. on leadership, trouble shooting, internal tools, testing and coaching.
Core Competencies
Macintosh OS all versions Windows OS all versions Data Recovery Solutions
Digital Video Editing / Presenting Wireless Networking Solutions Beta Testing Software
Video Conferencing Back up Solutions for Business Technical Consulting
Experience
L2 Technical Analyst, Team Lead, Back-fill Manager, Oklahoma City, (January 2007 – October 2008)
Dell, Inc.
Supervised 4 Team leads and 4 teams of up to 25 agents per team coaching them with trouble shooting issues, handling customer escalations, driving the team to deliver great customer experience and improved metric performance and efficiency while embracing changes to different Business Units
Supervised teams through change during transitions from FDI (Escalation Queue) to Customer Care to Notify to XPS to Business Laser Printer queue, consistently delivering positive results, improving team performance and RDR.
Created specific action plans for agents on my team to help them improve in specific areas of trouble shooting by providing the
necessary feed back, individual training (1x1/Lab) to improve overall customer experience & knowledge
Back-fill Manager and Project Management
Supervisor, Resolution Expert Center, Round Rock, Texas (June 2004 – January 2007)
Dell, Inc.
De-escalated irate customers including several senior executive (incl. Michael Dell) escalations and helped retain the customers
business with Dell, achieved savings of 4 million dollars in business
Created and implemented standards for co-workers and a Dispatch for Dummies manual in layman's terms, as well as becoming the REC’s Dispatch Subject Matter Expert
Assisted in the Dell Service Provider Queue ensuring accurate part dispatches to our customers
Contract Employee, Small & Medium Business Sales, Round Rock, Texas (Jan 2004 – March 2004)
Dell Inc.
Matched customers business needs with the product and achieved sales extended goal of 110%
Supervisor, Trainer, L2/L3 Support, Austin, Texas (July 1999 – August 2003)
Apple, Inc.
Trouble shot escalated customer issues and educated agents on the hot issues to prevent future escalations
Trained and developed new hires on Apple policies and procedures, de-escalation techniques
Beta Tested OS X and participated in Pay Per Incident and tech sales pilot
Education / Certifications
Associate of Arts in Advertising/Graphic Design - Collins College Tempe, AZ 1993
Apple Certified – Apple, Inc. Austin, TX 2003
A+ Certified – Comp TIA Oklahoma City, OK 2007
Advanced Resolution Expert Certified – Dell, Inc. Oklahoma City, OK 2007
Dell Certified Systems Expert (Desktop, Portables, Printers, Servers) – Dell, Inc. Oklahoma City, OK 2008
Early Career Experience (1988-1998)
| Company | Job Area |
| Mac Shop Northwest | On-Site Tech Service |
| The Computer Store | In House warranty work |
| Stream, Int. | Support for Now Software / HP Printers |
| Mac On-Site Service | Onsite Tech Support / Marketing |
| US Army | TOW II Missile Gunner / Supervisor |
Portfolio
Here is a link to my personal portfolio of design work and art. I like them, and hope you do too!
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