Kyle Johnson

Current

• Operations Support and Information Specialist at Speakeasy, Inc.

Past

• Business Support Representative at Speakeasy, Inc.
• Support and Operations Manager at Seanet Corp.
• Game Master at Monolith Productions

• Manager at Toys R Us

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1 more...

Education

• Green River Community College

Recommended

1 person has recommended Kyle

Connections

97 connections

Industry

Computer Networking

Kyle Johnson’s Summary

I have been employed in the ISP industry since 2000 which has given me the ability to obtain an extensive scope of experience. This includes all levels of Customer Operations from client support roles, mentor and lead roles, and management level positions. I have also interned with Network Operations, represented network security, conducted severity 1 issue triage, tracked and trended network and system issues, developed and improved processes, mass communicated internally and externally, and provided an escalation path for vendor management and technical issue resolution.

In addition to Customer and Network Operation functions, I have also been substantially involved with the learning department’s knowledge base administration, knowledge base article authoring, and the construction and implementation of training modules to increase proficiency of both novice and advanced support representatives.

I am currently focused on diversifying my cross company knowledge of procedures and techniques of all departments such as Network Operations, Network Engineering, System Engineering, Reporting, Implementation, Credit specialists, Customer Operations and Product groups. This expanded skill set is utilized company wide improving processes, efficiency, and internal communication.

I have been recognized as a natural leader and mentor by upper management and peers alike. My work habits have been described as thorough, responsible, and well thought across multiple platforms and departments. I excel at working with a wide range of clients and internal groups by assessing the technical level of whomever I am working with and using terminology they will understand so they can make intelligent decisions.

Kyle Johnson’s Specialties:

Network topography, TCP/IP, ATM, Frame, DNS, DHCP, firewall configuration, router configuration, E-mail protocols, IMAP, SMTP, POP3, newsgroups, NNTP, data backup, data restoral, webhosting administration, webhosting troubleshooting, HTTP, HTTPS, SSL, HTML, FTP, SSH, PHP, PERL, MySQL, MSSQL, AccessDB, htaccess, Telnet, Unix and Linux shell environments, network security, VoIP, Business Ethernet, T1, Bonded circuits, Private WAN, SDSL, IDSL, ADSL, CAP, DMT, Bridged, Routed, and NAT networks

Kyle Johnson’s Experience

• Operations Support and Information Specialist

  Speakeasy, Inc.

  (Privately Held; Telecommunications industry)

  March 2007 — Present (2 years 5 months)

  As a Speakeasy Operations Support and Information Specialist (OSIS) member I provide essential knowledge, services, and notifications to all Speakeasy departments and clients.
  
  I am responsible for researching, confirming, tracking and managing all multiple client issues. This involves compiling all relevant data to open internal and partner master trouble tickets, notifying agents and customers of issues, and driving partner escalations when they have exceeded their SLA.
  
  I answer agent inquiries regarding technical information, troubleshooting, policies, procedures, and best practices via phone, online chat, and walk-up. All inquires are logged in detail to establish an agent's skill level, training opportunities, and determine if documentation needs improvement. I mentor agents regarding troubleshooting technical issues and assess the agent's overall performance.
  
  As a subject matter expert for multiple products, I author related articles for the knowledge base. I create, maintain and deliver technical training classes to agents.
  
  I handle client network security issues such as compromised client networks due to viruses, trojans, and malware. I make initial and followup verbal contact with clients to explain the issue, policies, and steps for resolution. I enforce Speakeasy's Terms of Service on unresolved issues. All high priority client network security issues are escalated to me.
  
  Exceeding the defined OSIS responsibilities, I am the internal software development documentation specialist. I notify all relevant departments of any changes made by the very frequently updated software. All processes and knowledge base articles affected by software changes are updated as well.
  
  In addition, I am also an administrator of the internal knowledge base. I ensure authors are adhering to best practices on all submitted articles. I monitor usage reports, expirations, and suggestions and route to appropriate departments as needed.

• Business Support Representative

  Speakeasy, Inc.

  (Privately Held; Telecommunications industry)

  September 2006 — March 2007 (7 months)

  As a Speakeasy Business Support Representative I provided industry-leading, world-class client service to a mix of Speakeasy's business and residential clients.
  
  I was responsible for ensuring that client’s connectivity and Internet related service issues and inquiries were addressed immediately and provide timely and thorough resolution of all issues raised by Speakeasy clients. Notes detailing all actions taken on every issue were documented for posterity in trouble tickets.
  
  I was responsible for monitoring and following up on each of my tickets daily to ensure issues were managed efficiently and to the client's ultimate satisfaction. Often times this required tracking partner tickets and escalating with partners or within Speakeasy.

• Support and Operations Manager

  Seanet Corp.

  (Privately Held; 11-50 employees; Computer Networking industry)

  July 2000 — September 2006 (6 years 3 months)

  Running day to day operations of the Seanet technical support and sales centers including setting best practices, documenting procedures, hiring, and managing customer expectations.
  
  Scheduling, operational tasks, and ensuring that the technical support and sales centers were running smoothly.
  
  Escalations with both technical (tier 3 support) and service (upset, enraged customers).
  
  Development and graphic design for Seanet’s external customer service and internal websites, FAQ’s, and network operation pages.

• Game Master

  Monolith Productions

  (Privately Held; Computer Games industry)

  April 2005 — June 2005 (3 months)

  Assisted players of the Massively Multiplayer Online game ‘The Matrix Online’ through a trouble ticket petition system. I was responsible for handling technical issues, bug reports, TOS violations, and suggestions.
  
  Created documentation and knowledge base articles to minimize petition response time and increase productivity.
  
  Helped prepare The Matrix Online’s transfer to Sony Entertainment after their acquisition of the game.

• Manager

  Toys R Us

  (Public Company; 5001-10,000 employees; TOY; Retail industry)

  June 1995 — December 1999 (4 years 7 months)

  I was responsible for running day-to-day operations of the Federal Way outlet of a national toy store. This included managing cashiers, refund counters, accounting and loss prevention.
  
  My duties included managing employee’s schedules and ensuring they were receiving all applicable breaks. This included managing a number of conflicting schedules and working with a variety of different personalities and lifestyles.
  
  I was responsible for training employees and managers as well as ensuring that customers received Toys ‘R’ Us’ legendary customer services and had a great toy shopping experience.
  
  During the holiday season I was responsible for hiring over 100 temporary employees and designing training plans to prepare them for 3 months of pure craziness.

Kyle Johnson’s Education

• Green River Community College

  Accounting / Business 1996 — 1997

Kyle Johnson’s Contact Settings

Interested In:

• career opportunities
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