Customer Support/Service/sales Available Upon Request

BRIAN E. FLYNN *** Berlin Way • Morrisville, NC **5610 • 585-***-**** • ab3e4j@r.postjobfree.com

PROFESSIONAL SUMMARY :

MIS-IT PROFESSIONAL – CORPORATE HQ BROAD-BASED SPECTRUM OF NETWORKING,SOFTWARE/HARDWARE, HELPDESK, CUSTOMER SERVICE AND FIELD EXPERIENCE– Dynamic IT Network Helpdesk Customer Service and Communications leader, who conceptualizes, absorbs and acts on information with ease. Excellent track record in strategic development and implementation with strong problem solving, troubleshooting, communication, interpersonal, and negotiating skills. Seeking to bring 12 years of experience, building and managing positive client and employee relations, troubleshooting and resolving problems with excellent technical, managerial, customer service, business and marketing/sales skills. Proven analytical, detail oriented and problem solving skills – managed up to 7-10 personnel. Skilled as a team-based training facilitator on networks, operating systems, hardware and software, several different email clients, remote desktop services and ticketed tracking systems. Highly skilled in troubleshooting/problem-solving, researching and finding solutions with the utmost integrity/persistence – beyond reproach.

HIGHLIGHTS OF QUALIFICATIONS :

Installed, configured over 25 different types of DSL modems using static and dynamic IP addressing schemes both public and private for a customer base in excess of six hundred thousand clients, Setup switches, routers, firewalls with such names as Cisco, Netgear, Linksys, Sonicwall behind the DSL modems as well as configured the PC's for networking, COTS software installation, networks COTS Software for VPN access and VOIP. Organized and created screen shots, troubleshooting trees, manuals for technicians, customer service representatives and clients regarding new equipment

Setup PC's/Laptops MS windows, COTS based platforms, Mac OSX, Kodak and Noritsu film processor’s /printers/ routers/smart switches/hubs configuring them using TCP/IP and other protocols for remote and local network access, using static as well as dynamic network configurations,verifying and testing POTS lines as well as fiber verifying identifying isolating testing and repairing from the NID to the DSLAM

Oversee day-to-day (POS) business operations; answering questions from employees and management regarding processes and procedures gaining expertise in day-to-day business operations.

Resolved a range of telecom company/client problems diagnosing VOIP/CO and line issues/Verifying and enforcing company policy/ creating owning, resolving trouble tickets using Heat, Remedy and other third party trouble ticketing systems, applying diplomacy and Network/COTS Software/Commercial Software support specialist successfully supporting thousands of clients nationwide and internationally. 1st point of contact for personal and regional management on computer desktop/laptop/Phone/Cell phone COTS software/ network/ hardware/COTS software configuration, replacement, installation, training and use through remote desktop services, phone and onsite support

First point of contact for Apple, MAC, Version OSX, IPhone,IPOD,COTS product Installations such as Microsoft Products as well as Macintosh products and several different email applications.

Responsible for State of N.C. D.O.T. –Transitioned/Installed/configured/supported successfully several different COTS products, Transitioning a state wide email client conversion providing setup, configuration, and installation support for technicians and end users, support for networks, MS Office suite, Outlook, Outlook Express, Exchange, Several COTS Web-based email clients, Remote services, Operating systems, Networking and PC Hardware, Laptops/Desktops /Mainframe and Mainframe applications, diagnosing problems, determining rather or not personnel needed to go out on site. Saving the state time, money and resources.

assertiveness to a variety of company/client issues, such as email server outages, mail latency, internet, intranet latency issues, service delays, software/hardware and proactively notifying customer base of delays.

Demonstrated ability to effectively communicate technical information to all levels in an organization by providing demonstrations, group discussions and individual coaching.

Strong interpersonal and communication skills (verbal and written with both technical and non-technical staff).

Effective functionality in a complex and rapidly changing work environment meeting conditions and promoting change and growth resulting in improved communication, procedures and performance within and organization.

Meet deadlines, prioritize tasks and work effectively in a team environment, dynamically prioritizing work efforts.

Develop and grow informal networks within organizations to stay abreast of changes and work in other areas effecting the organization as a whole, streamlining communication, growth, effectiveness and performance.

Provide superior support using remote desktop software; effectively troubleshoot and resolve a plethora of issues; imaged machines with COTS applications

Generate and prioritize, track, own Resolve trouble tickets based on experience and excellent knowledge.

Computer Technical Support Specialist - productively supporting stores after hours through on call services.

Managed junior-level technicians guiding via procedures; troubleshooting techniques, sales techniques to meet matrix goals/objectives.

Constantly reviewed performance statistics and procedures with lower level, upper level technicians and management improving techniques and procedures resulting in improved call center statistics and performance.

Troubleshot, configured, repaired, updated, patched, MS windows-other OS'S as well as Active Directory, SAP, remote access, MS Office & mainframe apps.

Provided first point of contact to end-users and dispatched out of area technicians after exhausting all applicable support.

Contacted carriers after determining switch, capacity or line problems effecting networks.

Successfully configured and supported both wired and wireless networks using dynamic and static IP addressing schemes, creating secure dependable networks capable of secure VPN access for residential and business clients.

Sold, installed, configured, updated, patched, diagnosed and resolved problems with security software/hardware, Trend Micro Systems, Mcaffee, Etrust EZ security suites for networks and PCs, preventing hackers, viruses, Trojans, worms and other security threats from entering network and PCs.

Supported, setup and troubleshot all Windows and Macintosh Platforms; Windows Vista, XP, 98, 2000, NT Server, NT Workstation, MacOSX, Unix operating systems with advanced knowledge resolving OS errors and incorrectly configured machines, network cards, video cards, sound cards, memory, motherboards and processors.

Sold a plethora of communication equipment and software

Configured, Converted, updated, patched numerous browser/email clients correctly and resolved browser/email issues on client side and server side. Dealt with Adobe, Bentley microstation as well as Oracle clients as pertaining to the web

Updated and configured databases -sold, supported, setup and configured over 25 different types of DSL modems and routers both wired and wireless, creating secure wireless connections using W.E.P., W.P.A, W.P.A.2 Under 802.11 standards, configuring both static/dynamic, public/private I.P. addresses in routers, creating secure access to/from internet/intranet.

Managed networks successfully remotely and onsite installing software, software patches and updates.

Diagnosed and resolved carrier switching, switch capacity and cabling issues. Provided support for lower level computer and line repair technicians allowing them to complete their work and reduce call volumes.

Positively and productively interact with customers, co-workers and management. Self-motivated to tackle observed problems, future problems, present recommendations, and complete changes resulting in better growth, performance, effectiveness and customer satisfaction.

PROFESSIONAL HISTORY :

January 2010-3/1/2013

Datrose

Technical Support Representative Kodak

• Repairing, Configuring and troubleshooting, PC’s, networks, operating systems, printers, Scanners, software functionality and use.

• Instruct and train management and employees internally and at store locations on business functionality and software processing and equipment functionality and company policy.

• Deployment and support of software/hardware from remote services to 1000’s of PC’s internationally

OCTOBER 2009-DECEMBER 2009

ACS-AFFILIATED COMPUTER SERVICES

APPLE-TECHNICIAN

• Repairing and troubleshooting, MAC OSX operating systems

• Repairing and troubleshooting, MAC I-Phone and wireless communication devices

• Accomplishments-Working for the number one rated company (Apple) in customer satisfaction by J.D POWER AND ASSOCIATES the 5th year in a row

APRIL 2009-AUGUST 2009

MONRO MUFFLER AND BRAKE CORPORATE HEADQUARTERS, ROCHESTER NY

POINT OF SALE HELP DESK SPECIALIST – TIER II POS / NETWORK TECHNICIAN

• Repairing and troubleshooting, operating systems, printing, credit card POS systems, software functionality and use, telephony and modem systems.

• Instruct management and employees at store locations on putting checks and credit cards through POS systems, business functionality and software processing.

• Accomplishments – set up 27 new store networks coming on line with the company.

2008

C.T.G COMPUTER TASK GROUP [ D.O.T. CONTRACT ], RALEIGH, NC

SENIOR SUPPORT TECHNICIAN - - STATE OF N.C. D.O.T. CONTRACT

• Responsible for State of NC – network (WAN/LAN)/software/hardware support, diagnosing and resolving problems, making determinations of whether or not tech needed to come out on site, instructing state employees on the setup and use of hardware and software. Resolving/escalating and determining root cause of telephony communication problems.

• Placed orders into ticketing system, helped write support manual and participated in network training.

• Accomplishments- State wide email conversion

2001-2008

FRONTIER/CITIZENS COMMUNICATIONS, ROCHESTER, NY

COMPUTER TECHNICAL SUPPORT SPECIALIST TIER 2

• Supported/Sold/Installed/Configured DSL, T1s, Dialup, Security software and hardware, Static IP'S, Configured WAN/LAN using Cisco routers, Frame Relay support and use Business services, Residential services, VOIP services and telephony services.

• Email clients – network troubleshooting, working with and for the network operations center.

• Won awards for sales and customer support and service – sold the most business and residential telephony, Internet and security packages and helped to generate training materials.

FORMAL EDUCATION :

MONROE COMMUNITY COLLEGE, ROCHESTER, NY – DOUBLE MAJOR

ASSOCIATE IN SCIENCE 2+2 COMPUTER INFORMATION SYSTEMS & BUSINESS ADMINISTRATION

MONROE FOREMAN CENTER, ROCHESTER, NY - NETWORK CERTIFICATION

STRONG MEMORIAL HOSPITAL-2 MONTH INTERNSHIP

PROFESSIONAL REFERENCES AVAILABLE UPON REQUEST

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