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Amy Oldham
September 22, 2020
Although 2020 is quite unlike any other year so far in the company’s history, we are blessed with the ability and opportunity to do what we’ve always done for the past 34 years. Equinox remains proud of our customer relationships, continues to deliver personal service for every member of the TeleLink and Protector community, and still loves shining a spotlight on the wonderful people who comprise the Equinox family. In fact, 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 30 plus 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. With 33 years of telecom experience, Kevin is able to offer customers guidance on telecom issues as well as help with all aspects of the TeleLink application.
Kevin starts each morning proactively scanning TeleLink statistics and alerts for every customer’s system with the goal of identifying anomalies—many times he and the team are able to address the items before the customer even knows about it and long before they turn into issues. 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 approach promote respect and trust which enhances and benefits the relationship, but it also lets him get to know his customers well. Another factor that makes Kevin’s job enjoyable is being part of a team that stands out in terms of personal attention and responsiveness. He explains that “the Equinox team is able to troubleshoot issues and take action quickly. Our customers are often surprised how quickly we can solve issues compared to their own internal IT staff. I believe the small team size with no extra layers promotes quick solutions.”
Kevin strengthens his customer relationships by attending the TeleLink User Group Meeting (TUGM) each year and engaging personally between breaks and during the networking dinner. TeleLink’s ability to assist with the crucial task of cost management is one of the system’s greatest benefits, so Kevin’s favorite aspect of TUGM is being able to watch customers present and discuss how they apply TeleLink in their daily work.
As a born and bred native who has always lived in Nashville, Kevin certainly has seen a lot of changes to the city over the years. He and his wife, Lori, currently reside in Mt. Juliet. When Lori is on a break from teaching at Watertown high school, she and Kevin enjoy travelling together. Kevin also enjoys mountain biking, hiking, and has a keen interest in photography. His latest skill is drone photography, which he says adds a new dynamic to photos and videos.
Kevin describes what he likes best about his role as a TeleLink support specialist this way: “I enjoy the customization in each customer installation. These systems are like intricate puzzles that must be carefully synchronized for proper operation.” Kevin is an important member of the Support team, and Equinox is grateful for his love of puzzles and attentive service to our customers these past 12 years!
Amy Oldham is in Corporate Communications at Equinox Information Systems, where she creates and maintains the company’s technical documentation and all other customer-facing publications. Amy is also responsible for the company’s newsletter, email campaigns, press releases, and social media presence. When not writing, Amy enjoys spending time with her family, playing tennis, attending Dave Matthews Band concerts, and swimming.
To learn more about Equinox, its products, and staff, visit www.equinoxis.com or call (615) 612-1200.
