Kevin Loss
IT Support Leader
10+ Years of Driving Customer & Team Success
Skills:
Support Leadership
- Escalation Management
- Agent Coaching & Auditing
- Cross-functional Collaboration
- Quality Assurance
Technical Support & Infrastructure
- CRM Applications, DNS, VOIP Setup
- Hardware Deployment & Server Room Support
- Remote, Chat & Face-to-Face Support
Process Improvement
- Automated reporting and audits, saving 3-5 hours per cycle
- Custom domain & email infrastructure setup
- Streamlined workflows, reducing processing time by up to 3 hours per customer
- Built custom Claude Skills and Gemini Gems to automate recurring support and documentation tasks
Also comfortable scripting in Python, JS, SQL, and VBA for internal tooling.
Volunteering: Saving the world, one day at a time.
I volunteer at a nonprofit offering equine-assisted activities for veterans and children working through difficult circumstances. It's some of the most rewarding work I do.
Who you'd be hiring:
I have 10+ years of experience leading technical support operations. My philosophy: a great support leader is a constant bridge between advancing technology and the experts who depend on it working. I focus on keeping teams and customers confident in their tools. When the infrastructure works, people can focus on the job in front of them, not the one behind it.Before IT, I built a foundation in customer service and team leadership across hospitality, retail, and gym operations. This work shaped how I lead and support people today.
Current Role:
Tier 3 Technical Support Specialist
With Kajabi since 2021
Serve as Subject Matter Expert for support teams handling escalated technical issues. Research and resolve complex customer tickets across email systems, SEO, pricing, marketing funnels, third-party integrations, and custom domains.Partner with engineering and product teams on bug reporting and cross-functional planning. Identify recurring issues and support documentation development for the Help Center team.
Projects:
| Project | Description | Link |
|---|---|---|
| Daz's first Game (GML) | This is a 3 minute little dungeon shooter. You're some random buff dude who appears out of nowhere. You find out that two evil creatures are hiding away here. | Link to Project |
| A Worthy Bot (Python) | Basic TwitchBot that functions similar to Nightbot, but also connects to Discord and uses other API. | Link to Project |
| Pomodoro Timer (Python) | Simple timer to help keep track when using the pomodoro technique. | Link to Project |
| Automating Payroll formatting (VBA) | Developed automated processes which reduced payroll processing time dramatically per payroll rotation, manpower effort had been reduced by up to 3 hours per customer. | |
| Automating Process for Auditing (Javascript/Apps Script) | Streamlined the audit process for the Quality Assurance team by automating data imports and reporting in Google Sheets, resulting in enhanced efficiency in auditing tickets and saving 3-5 hours of manual entry and review. | |
| Protecting Information (Microsoft Sharepoint and Salesforce) | Created and implemented a secure communication pathway with designated points of contact, enabling external stakeholders to be contacted while safeguarding their Personal Identification Information (PII). |
What are you waiting for?
Hire Me
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