Kevin Parent

Strata Decision Technology

System Administrator (Salesforce, IT Enterprise Applications)

• Interact with key stakeholders on requests and issues, work directly with end users as needed.

• Meet with team to manage incoming support tickets, backlog stories, bugs, maintenance tasks, larger projects

• Provide day to day support and administration tasks to users of multiple enterprise applications (Salesforce, TaskRay, HubSpot, Jira, Confluence, Slack, PagerDuty, WordPress, Bizzabo, Cisco Phone Systems)

• System management including users, permissions, licenses, products, accounts, lists, reports, dashboards.

• Implement new integrations between systems, ensuring data between systems are working as expected.

• Design, Build, Test and rollout of new setups and configuration from Objects, Fields, Flows, ect.

• Implemented Salesforce Community for our External Customers to access support cases, knowledge articles, software download, message board.  Including importing history from another system during a company acquisition merger.

• Support and manage various integrations that work with systems.  Including community portal, script automation into other systems to control licensing to the cloud software product to our customers, proactive case generation, ect.

• Data Management from Imports, Export, Mass Updates and leading the initiatives in improving stale and missing data.

• Backed SQL based tools to create scripts to monitor data in the systems as well as manually manipulate data as needed.

• Supporting Marketing team on lists and emails from HubSpot.  And all technical needs in event management software, including setup of payment process, domains, sync data with Salesforce, transactional emails and monitoring of data.

• Complete all needed tasks for system updates from communication, testing, support

• Coordinate with third party Salesforce Partner for code related items or projects as requested.

Manager, Technical Consulting (Support and Technical Operations)

• Leading 2 Teams with total of 6-8 individuals, providing customer level support, as well as consultant level technical issues.

• Engaged all levels of the organization to ensuring all issues are resolved within Service Level Agreements.

• Being an escalation point for all Incidents and being a key leader in Problem Management oversite.

• In addition to all responsibilities listed under Technical Operations Engineer…

Technical Operations Sr. Engineer, Sept 2014 – Dec 2016

• Provide technical assistance to consultants to resolve complex issues using SQL and Visual Studio to review data and setup issues in the application and the supporting data structure and custom scripting for each client.

• Investigate impact across multiple databases either from data issues, defects or during post-releases and migrations.

• Monitor production environments to ensure smooth operations in production servers and batch processing systems.

• Coordinating between Consultants, Solution Architects, Product Management, Product Hosting and Development

• Provide recommendations on technical enhancements and issue trends to improve system and overall experience.

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H&R Block

Office Manager, Trainer and Tax Specialist

December 2011 – Present (Seasonal)

• Responsible for the overall operation and results of the office. Including overall revenue results, staff scheduling, client satisfaction, office pride, marketing planning and execution, and developing business relations with local area.

• Lead in the supervision, coaching, development and motivation of office staff in building their book of business and skills.

• Meet with clients to review their financial situation and prepare their tax return, provide tax advice and education.

 

HomeFinder.com

Client Service Analyst

May 2012 – October 2013

• Phone and Email Support for customers regarding how to use their account, resolving current data issues internally or with vendor, and acquiring new data by working with data providers to standardize provided input to ensure data quality.

• Project work including Analysis, Design, Implement and Evaluation of new data feeds, internal process and procedures as well as working with others to improve the customer experience and drive revenue for the organization.

 

Responsys

Technical Support Engineer

October 2011 – May 2012

• Provide comprehensive telephone/e-mail technical and application support in a fast-paced 24x7 environment.

• Analyze, track and resolve customer issues in a professional, timely manner; identify alternative solutions when necessary and communicate them to customers. Manage escalated cases and track to resolution.

• Troubleshoot email document designs, HTML, custom coding, SQL and database related issues.

 

Thrivent Financial for Lutherans

Business Management Analyst

June 2010 – June 2011

• Develop project time reporting policies, data structure, reporting and special requests for the entire IT organization.

• Work with managers across entire IT organization to define goals, metrics and standardize data for reporting metrics.

• Coordinate the collection, analysis and publication of IT goals and metrics information by delivering and managing various reporting structures within Business Objects, Xcelsius, Excel and Access.

 

Training and Development Analyst

May 2006 – May 2010

• Conducted all aspects of new hire training, through in classroom training, web based learning, mentoring, QA and performance review of technical knowledge, customer service, professionalism and performance metrics.

• Manage staff during their initial 3-6 months, including most aspects of day to day activities, performance review, resolution of performance issues, scheduling, requests, self development and assisting in decision on promotion or release of staff.

• Analyze, Design, Develop, Implement and Evaluate all training needs for service desk using in classroom training, web based learning, meeting presentations, documentation, quick guides, process improvement, visual marketing

• Consult on projects to develop training needs, plans and fulfilling training requirements with timely and cost effective solutions. Work with other departments to start developing company wide training strategies and best practices.

 

Senior Technology Support Specialist

February 2006 – April 2006

• 2nd Level Phone and E-Mail Support to internal customers.

• Provide assistance to 1st level support specialists though help line activates and call escalations.

• Communicate relevant issues to team and customers as appropriate, in a timely manner.

• Creation and updating of solutions and documentation.

• Participation department and unit activities as well as continuous improvement projects.

• Provide and develop training to new hires on supported systems and unit processes.

 

Technology Support Specialist

January 2003 – January 2006

• 1st Level Phone and E-Mail Support to internal customers including troubleshooting break/fix incidents, identifying problems and assisting with how to questions using an ITIL compliant tracking system. (BMC Remedy)

• Priorities Incidents, follow-up with customers, team communications and escalate calls in a timely manor as defined in team process documentation.

• Research solutions, create\update documentation and participated in project activities.

• Train and mentor new additions to the service desk on supporting systems and unit processes.

• Supported systems included: Windows, MSOffice, Lotus Notes, SalesForce, propriety sales software, backups, connectivity, intranet, Citrix, passwords, hardware (desktop, laptop and peripherals)

 

Material Management Group

Network Specialist, Computer Operator

December 1997– June 2001
• Installation and setup of workstations, users and other PC equipment
• Custom computer / technology based solutions
• Network Administration of NT and E-Mail System
• Help Desk coverage for all company employees
• Training of new employees on PC Hardware, software applications and UNIX mainframe
• Maintenance of ISO documentation
• Computer Operator daily operations including running of system reports and programs, processing user requests, weekly system information for customers and running backups