Kevin Williams
Glenside
Summary
Leverages extensive experience in technical support and team leadership to drive operational excellence. Skilled in analyzing customer feedback and data to implement process improvements, train staff, and enhance service delivery, resulting in improved response times and customer satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
SENIOR TECHNICAL SUPPORT ANALYST
Kerridge Commercial Systems
Blue Bell
11.2025 - 04.2026
- Troubleshot system issues with remote desktop tools and diagnostic software to restore functionality for users.
- Investigated root causes of user-reported incidents to identify and address underlying issues.
- Analyzed recurring issues to suggest improvements for product functionality.
- Collaborated with departments to resolve customer inquiries, enhancing overall service delivery.
- Managed user access rights in accordance with organizational requirements.
- Instructed Tier 1 and Tier 2 staff on support issues.
ASSISTANT SUPPORT MANAGER
Kerridge Commercial Systems
Blue Bell
03.2018 - 11.2025
- Coordinated training sessions for new support staff members.
- Developed training materials to enhance staff skills and improve overall service delivery standards.
- Analyzed customer feedback to pinpoint specific improvement opportunities.
- Conducted performance reviews to assess staff development and training needs.
- Tracked call waiting times and monitored customer service metrics to ensure quality standards.
- Utilized problem solving skills to resolve complex customer inquiries efficiently.
- Handled escalated calls from customers requiring additional assistance or specialized knowledge.
- Searched for process improvement opportunities by analyzing data reports.
SENIOR SUPPORT TECHNICIAN
DB Consultants
Allentown
04.2007 - 03.2018
- Delivered advanced technical support, resolving complex issues to improve customer satisfaction.
- Educated customers about product features and benefits.
- Executed new server and workstation installations, ensuring proper SQL and network configuration.
- Tested applications prior to deployment in order to verify functionality and compatibility with existing systems.
- Provided remote support through virtual desktop sessions or telephone calls.
- Trained customers on the product.
Education
GED -
Central Bucks High School East
Buckingham, PA06-1996
Skills
- Incident management
- Advanced troubleshooting
- Remote support
- System configuration
- Software configuration
- Documentation skills
- Training and mentoring
- Teamwork and collaboration
- Customer service
References
References available upon request
Certification
- Support Manager
Timeline
SENIOR TECHNICAL SUPPORT ANALYST
Kerridge Commercial Systems
11.2025 - 04.2026
ASSISTANT SUPPORT MANAGER
Kerridge Commercial Systems
03.2018 - 11.2025
SENIOR SUPPORT TECHNICIAN
DB Consultants
04.2007 - 03.2018
GED -
Central Bucks High School East