Resume 07.2012

Kevin Holmes
Portland, OR 97233

Career Goals
To obtain a leadership position within a technical department utilizing my strong leadership, management, decision making and technical skills.

Professional Experience Summary
Results oriented and motivated professional with 18 years of experience in leadership and technical roles with corporations and professionally trained and certified by Fortune 500 companies on leadership, customer care and technical troubleshooting.

Core Competencies
Macintosh OS all versions​Windows OS all versions​iOS all versions
Digital Video Editing / Presenting​LAN & Wireless Networking Solutions​Beta testing software
Backup & Recovery Solutions for Business​Technical Consulting & Training​Video Conferencing

(Sole Proprietorship) Owner, Portland, Oregon (July 1999 – Present)
The Tech Shack
• Technical trainer, digital video editing/presenting, assisting with purchases and over all solutions to company enigmas.
• Trained & motivated new hires so they can exceed company expectations, providing SW/HW, network & wireless installs, providing money saving short cuts for company's & ensure their employees work more efficiently with my direction.
• We provide backup services, video conferencing/surveillance, hard drives repairs and future data solutions, firmware and bios passwords for security, set up LANs, processor updates, dealing with financial needs, invoices, loans, leasing, multitasking, following up with my on-site customers, billing issues, advertising, creating company slide shows, coordinated video's for quarterly meetings and company parties, photography and much more.
• With expert understanding of all Macintosh and Microsoft operating systems, customer service and technical support, I believe I am an asset for your company.

LAN Administrator, Portland, Oregon, (May 2009 – June 2012)
Yesmail Interactive / Infogroup, Inc.
• Creating, editing, disabling and logging security access badges. Administering a Microsoft's Exchange Server (2003-2010) by way of Active Directory – adding, modifying, deleting users, departments, SMTP, resetting passwords, e-mail lists, adding to an OU, binding Mac's/PC's to the network and more
• Set up and deploying images on our Macintosh's and PC's, as well as custom installs, virtual machines, printers, Credant software encryption, McAfee, backing up a crashed computer in Windows, Macintosh and Linux environments
• Setting up and administering tasks on an iOS device (iPad/iPhone/iPod) with Active Directory even when in remote locations
• Troubleshooting and assessing corporate user software and hardware needs for the business
• Coming up with business solutions and workarounds to help technically and financially
• Programming and deploying Nortel and Cisco IP phones
• Troubleshooting LAN and wireless issues and getting them set up, as well as for guests in conference rooms
• Utilizing LANDesk for imaging, software pushes, logging, inventory, remote desktop, maintenance and more
• Logging and tracking inventory and troubleshooting and logging tape backup of the entire server
• Procurement: Software and hardware, accessing need and obtaining the best price, creating requisition forms and gathering signatures, tracking, set-up, deploying and data transfer as needed

L2 Technical Analyst, Team Lead, Back-fill Manager, Oklahoma City, Oklahoma (January 2007 – October 2008)
Dell, Inc. ​
• Supervised 4 team leads and 4 teams of up to 25 agents per team, coaching them with troubleshooting 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 troubleshooting by providing the necessary feedback, 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 executives' (including 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.
• Troubleshot escalated customer issues and educated agents on Apple's Hot Issues to prevent future escalations
• Trained and developed new hires on Apple policies and procedures and de-escalation techniques
• Beta Tested OS X, participated in Pay Per Incident and tech sales pilot
• Creation of documentation pertaining to policies and training

Education / Certifications
Associate of Arts in Advertising Design - Collins College​​Tempe, AZ​​1993
Apple Certified – Apple, Inc. ​​​Austin, TX​​2003
A+ Certified, CompTIA – Francis Tuttle Technology Center​​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)
Mac Shop Northwest
The Mac Store
Stream, Int.
The Tech Shack
US Army
Job Area
On-Site Tech Service
In House Warranty Repair / Service
Support for Now Software / HP Printers
Onsite Tech Support / Marketing
TOW II Missile Gunner / Supervisor
Made on an iPad
Welcome to The Tech Shack
911 = Emergency
Many of life's failures were by people who did not realize
how close they were to success when they gave up.
- Thomas Edison