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Kevin Mo

@kevinmo

Message

I resolve high-volume technical support issues across enterprise, SaaS, logistics, and cloud environments.

United States

Message

I've supported enterprise, SaaS, and logistics environments at Riverpoint (GEA), Deep Instinct, and KPMG, resolving high volumes of time-sensitive technical issues while maintaining strong SLA performance and customer satisfaction.

At Riverpoint, I resolve 40–60+ weekly tickets, restore high-impact outages across teams, and support VoIP and Teams Voice systems. I've also automated workflows with Python and APIs, reduced repeat issues through documentation, and bring CompTIA and AWS Cloud Practitioner certifications.

Experience

Work history, roles, and key accomplishments

Current

IT Administrator

Current

Riverpoint (GEA)

Feb 2021 - Present (5 years 7 months)

Handles 40-60+ weekly support tickets across multiple locations with consistent SLA adherence. Maintains average response time under 15 minutes for critical issues and under 1 hour for standard tickets, resolving 90%+ of issues without escalation.

High volume customer support SLA Management Ticketing Systems Escalation Handling VoIP Cloud Systems Cross functional Coordination Client Communication

Technical Support Engineer

Deep Instinct

Jan 2020 - Aug 2021 (1 year 7 months)

Managed 70-100+ tickets weekly in a fast-paced support environment, achieving 50%+ resolution within 24 hours and ~95% SLA compliance. Served as primary contact for 15+ enterprise clients and automated workflows using Python and APIs.

High volume customer support SLA Management Ticketing Systems Escalation Handling Python APIs Automation Root Cause Analysis Client Communication

Cyber Security Apprentice

NPower

Jul 2019 - Dec 2019 (5 months)

Performed vulnerability assessments and security testing across multiple systems. Configured SIEM tools for improved detection and faster response times.

Vulnerability Assessment Security Testing SIEM

Desktop Support Engineer

KPMG

Dec 2018 - Mar 2019 (3 months)

Resolved 10-20 tickets daily while maintaining strong end-user satisfaction. Migrated 400+ users to Windows 10 with minimal downtime and trained 20-45 employees monthly on systems and security best practices.

Desktop Support Windows 10 Migration End User Training Troubleshooting