Kevin S. Nelson

Kevin Nelson is a creative Information Technology professional with experience in Linux and Windows Server Administration, Helpdesk Support, PC/Mac Troubleshooting and Repair, Search Engine Optimization and Maintenance, Graphic Design, Desktop and Web Software Development, B2B sales and Project Management; who dislikes speaking about himself in the third person.

June 2010 - Present

Technical Support Hero Oracle

Ecommerce Inc., Full-Time

Third-tier support representatives primarily responsible for providing guidance and issue escalation to first and second-tier representatives.

• Prepares and delivers training documentation for lower-tier representatives including portions of the initial new-hire process training.
• Serves as editor and fact checker for employee-created, customer-facing documentation in the form of team driven blogs.
• Expands lower-tier knowledge representative knowledge and skill base through mentoring and training programs.
• Serves as a backup for branded website moving services in cases of overflow.
• Serves as an editor and fact checker for employee-crated internal documentation in the form of an internal corporate wiki.
• Aided in the formation of and actively participates in the corporate "Social Media Team" which connects with customers through multiple social channels.
• Provide a single point of contact and enhanced support via multiple channels for premium business level hosting customers which includes assisting customers with website creation, maintenance and optimization.
• Aids "Personal Agent" level representatives in creating and implementing unique strategies to improve productivity and customer retention.
• Participated in multiple project teams to expand corporate product.
• Created method of assigning customers to their respective representative in a fraction of the time previously required.

December 2007 - June 2010

Senior Website Design Project Manager

Ecommerce Inc., Full-Time

Responsible for being the single point of contact for website design clients during the entire process of their project from lead verification to production stage adjustments.

• Provided a single point of contact and enhanced support via multiple channels for premium business level hosting customers which includes assisting customers with website creation, maintenance and optimization.
• Developed a custom project management system which served as the primary project tracker for in-house sales representatives, in-house project managers and two off-shore website design offices.
• Aided in process of transitioning from utilizing outsourced development companies to having all projects completed by an in-house development team.

January 2007 - December 2007

Customer Service Representative

Ecommerce Inc., Full-Time

Customer Service Representative. Responsible for troubleshooting and resolving issues with customers using the telephone and helpdesk support channels.

• Received training for management callback requests and anger escalations.