Although 2020 is quite unlike any other year so far in the company's history, we are blessed with the ability to do what we've always done for the past 34 years: deliver personal service for every member of the TeleLink and Protector community. Today we want to introduce you to another member of our extraordinary Support team.
Kevin Cantrell joined the Equinox family in 2008 after a 21-year stint at Nortel Networks, where he designed, coded, and operated a telecom fraud detection and response system for a global network spanning more than 30 countries. Currently a TeleLink support specialist, Kevin is an integral part of the Equinox Support team. His primary responsibility is working directly with TeleLink customers to prepare for initial product installation, complete deployment, and maintain the product through system updates.
Kevin starts each morning proactively scanning TeleLink statistics and alerts for every customer's system, identifying anomalies — many times he and the team are able to address issues before the customer even knows about them. He spends the balance of each day responding to customers' calls and emails to coordinate updates, answer questions, and provide guidance on system features.
Kevin likes working with the same contacts at the companies he supports. Not only does this promote trust and a stronger relationship, but it also lets him get to know his customers well. He explains that "the Equinox team is able to troubleshoot issues and take action quickly."
Kevin strengthens his customer relationships by attending the TeleLink User Group Meeting each year. His favorite aspect of TUGM is watching customers present and discuss how they apply TeleLink in their daily work — particularly for the crucial task of cost management.
A born-and-bred Nashville native, Kevin and his wife Lori currently reside in Mt. Juliet. He enjoys mountain biking, hiking, and photography — his latest interest is drone photography, which he says adds a new dynamic to videos and aerial shots.
"I enjoy the customization in each customer installation. These systems are like intricate puzzles that must be carefully synchronized for proper operation."
Equinox is grateful for his 12 years of attentive service to our customers.