Kraft & Kennedy, Inc.

Account Manager

• Serve as the non-technical point of contact for assigned group of Managed Services accounts and develop trusted relationship with both external and internal client team.
• Ensure that accounts are satisfied with Kraft Kennedy's level of service, communicating feedback raised by the client to Kraft Kennedy management, while ensuring any concerns are resolved in an effective and timely manner.
• Proactively interface with accounts on a regular basis to ensure their needs are being met via ad-hoc check-ins and routine status meetings.
• Develop and maintain agenda / meeting notes for ongoing status meetings, while working with the internal team to prioritize follow-up items and communicate updates.
• Work with the technical team to explore improvements for the client’s technologies, bringing those recommendations to the attention of the client and the internal sales team.
• Coordinate the preparation, scheduling and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings.
• Drive relationship growth through scheduled in-person meetings at client locations.
• Assist with the management of onboarding new clients and contacts.
• Develop thorough understanding of any new and ongoing initiatives and manage the facilitation across client accounts.
• Develop overall proficiency in internal systems and operating procedures.
• Work with Procurement to ensure hardware/software renewals are processed in a timely manner.
• Develop proficient understanding of Agreements and billing procedures for each client.
• Review client invoices for accuracy and respond to any billing-related issues that arise.

Support Engineer

• Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more.
• Provide on site assistance to clients on an as needed basis.
• Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
• Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
• Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
• Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
• Provide regional local on-site client support, as necessary.

IT Desktop Support Technician – 2nd Shift

Consultant

• Assist senior Practice Group consultants with ECM software installations and configurations
• Assist senior ECM consultants with data migration tasks and analysis
• Create, test, and develop scripts to aid in document management system conversions
• Perform ECM system health check and administration activities for our clients
• Research new technologies, product features, and industry best practices
• Handle and troubleshoot DMS-related support issues submitted by managed Clients

Consultant, Document Management Systems

Infrastructure Engineer

• Implement and support infrastructure technologies such as Microsoft Azure, VMware and networking technologies
• Execute migrations of on-premises platforms to cloud infrastructure
• Manage enterprise support requests from clients subscribing to Kraft Kennedy’s enterprise managed services
• Execute planned evening and weekend maintenance tasks in support of Kraft Kennedy’s enterprise managed services clients, when necessary
• Participate in weekly on-call rotation for evening and weekend support assistance, as requested by enterprise managed services clients
• Escalate to internal and, when necessary, external resources in an appropriate time frame to manage the resolution of complex client issues
• Provide on-site support, as necessary

Account Manager

IT Desktop Support Technician – 2nd Shift

Consultant, Document Management Systems

Cloud Support Infrastructure Engineer