keenan kersey

senior technical trainer

About

Innovative technical trainer who takes pride in providing every day examples to illustrate complex technical concepts, bridging the gap between technology and plain-speak. Ability to provide high-level training through one-on-one sessions and in person training for 100’s of individuals through classroom, train-the-trainer, video conferencing, webinars and lunch-break sessions. I excel at collaborating with all levels of internal and external customers to determine needs resulting in an effective training experience. In my free time, I enjoy traveling (my current favorite type - cruising), theme parks, expanding my karaoke songlist, and becoming a better cook. I can be reached at (443) 850-4399 or kekersey@yahoo.com

Country

united states

City

austin

Industry

computer software

Skill

technical support, customer satisfaction, salesforce.com, customer service, troubleshooting, training, call centers, saas, networking, sales operations, project management, sales, customer support, sales process, solution selling, hardware, cross functional team leadership, quality assurance, strategic planning, software as a service, mac os, onboarding, computer hardware, contact centers, team leadership, enterprise software, team building, microsoft office, leadership

Experience

technical escalations specialist

directv

2009-5 - 2012-6 · 3 yrs 2 mos

technical support specialist

directv

2007-4 - 2008-8 · 1 yr 5 mos

tier one support

comcast

2006-1 - 2006-1 · 1 mo

business analyst

worldcom/uunet

1998-9 - 2003-2 · 4 yrs 6 mos

iss technical analyst

directv

2008-8 - 2009-5 · 10 mos

* Provided technical and diagnostic assistance to technicians, dealers and call center agents who call while performing installs or service calls. * Supported internal call centers with technical training including scripting to ensure customer satisfaction with technical trouble shooting. * Identified technical trends and escalates issues with equipment and broadcast programming. * Assisted other DIRECTV departments with various projects including: weekly review of various reports; monitoring Call Center Protection Plan technical department to ensure technical processes, information, and training are meeting DIRECTV standards; researching technical issues; and assisting with VIP accounts.

senior technical trainer

verizon telematics inc.

2016-9 - Present · 10 yrs 1 mo

* Conduct computer training needs assessment by collecting information pertaining to work procedures, work flow, and reports; understands job-specific functions and tasks * Conduct training classes by presenting job-specific and company-specific software application classes * Maintain and update curriculum used in classroom environment in partnership with other trainers and developers.

technical support representative

telogis

2012-10 - 2015-6 · 2 yrs 9 mos

* Ensured customer success through the delivery Tier 1 technical support function by assisting in the setup and training of new customers. * Answered customer questions concerning company products and services, researching or escalating cases that require additional attention to reach resolution, and helping users solve problems using company solutions. * Resolved issues for customer success and satisfaction.