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nDash Writer Profile for Kevin O'Brien

Kevin O'Brien

Headline

Level I Machine Support Technician at Redbox

About Me

I possess a Bachelors degree of science in Computer Information Systems Security. I have a strong background in PC technology: 15+ years of experience working with computers. I also have 5+ years of retail experience; 2 of those years were in Management. My college experience has taught me the fundamentals of Disaster Recovery, Incident Response, Business Continuity, Access controls, and the importance of keeping information and data confidential and available while maintaining its integrity. My work experience has taught me the art of customer relations and technical troubleshooting. In addition IT, I work as a freelance writer.  Writing is a passion of mine.  I enjoy writing articles that inform and educate others about technology related topics.

Industries I Write About

Computer & Network Security

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Computer Games

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Gambling & Casinos

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Computer Hardware

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Computer Software

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Experience

Level I Machine Support Technician

-Remotely connect to Redbox vending kiosks to troubleshoot hardware and software issues. -Assist Field Service Representatives solve hardware and software problems via phone. -Uninstall and reinstall appropriate device drivers and software to ensure the kiosks have optimal uptime. -Remotely control Redbox Kiosks to fix issues such as DVD jams and touchscreen failures. -Monitor the system for security escalations and dispatch Regional Operations Supervisors to machines where immediate action needs to be taken to ensure the security of Redbox kiosks and the inventory they contain. -Use Remedy Ticketing System to document and manage work completed on Redbox kiosks. -Compose technical documentation of work performed that is understood by Machine Support Technicians as well as standard employees.

Company: Redbox

I worked there from 9/2013 until now

Tier 2 Technical Support Specialist

-Provide advanced technical support to consultants. -Assist consultants by troubleshooting Pampered Chef proprietary software and website issues. -Utilize working knowledge of 5 different systems including 2 programs, 2 websites, and a mobile application. -Provide troubleshooting assistance to consultants who are using Windows XP, Windows Vista, Windows 7 & 8, or Mac OS. -Assist with web browser related issues specific to Internet Explorer, Mozilla Firefox, Google Chrome, and Safari. -Communicate with developers via Jira Ticketing System to improve upon existing problems associated with Pampered Chef software, websites, and mobile applications. -Document all steps taken during troubleshooting through Oracle's Right Now system. -Work with other Technicians as a team to provide timely solutions for consultants experiencing technical issues. -Effectively communicate with all levels of employees through Microsoft Outlook.

Company: The Pampered Chef

I worked there from 12/2012 until 9/2013

Content I Write