Customer Service Engineer
Resume:
Anaheim, CA *****
*****.********@*****.***
Brian Lawhorne
A highly motivated, results-driven proactive professional with
proven hands-on experience in leading the design, management and
support of technology solutions by working my way thru the
ranks; Expertise in strategic planning with strong technical
qualifications; Strength in formulating strategies for
technology standardization, acquisition and business support;
I've provide vision and leadership for key technologies in
mission critical production environments including but not
limited to Systems, Network and Infrastructure design including
security, back-up/recovery, Disaster Recovery/Business
Continuity, fault tolerance, redundancy, scalability and
connectivity. An organized, take-charge professional with
exceptional communication and follow through skills. A roll-up
your sleeves type of individual who is not worried about getting
his hands dirty. The ability to manage several projects
simultaneously from concept to completion. Team leader with
strong motivational abilities to build, produce, and succeed
while keeping customer service a high priority. Professional
individual with the ability to forge solid relationships with
all levels across multiple organizational to understand the
business and make it efficient.
Vision & Strategy / Project Management / Datacenter Management &
Relocation / Disaster Recovery & Business Continuity planning,
testing and management / Budgeting / Technology Analysis &
Solutions / Procurement / Infrastructure Design &
Implementation / Facilities Management / Global/Large/Small
Scale Deployments / Change Management / Problem Analysis &
Resolution / Leadership / Team builder / Customer service
oriented / ITIL Principles / COBIT/ Sarbanes-Oxley
Work 10/09 - Present Clarient Inc. Aliso
experience Viejo, CA
System Support Manager
Responsible for supervision of 6 technicians. Accountable for
all aspects of personnel management to include productivity,
resource allocation, system availability, training and
development.
Evaluate and, upon approval, acquire, plan and implement
appropriate hardware and systems software to support corporate
strategic goals, meet business unit requirements and maximize
resource utilization and technical performance.
Manage the activities of the technical services and computer
operation staffs through the resolution of all technical issues
(Server, Client, Network, PBX, Desktop, Applications, Printers
and PDAs).
Build, mentor and coach a cohesive qualified support teams
committed to customer service and business productivity.
Provide 24 x 7 support for 350 users in a lab environment.
Monitor all Alloy call logs making sure that all SLAs are being
met.
Work with 3rd party and outside contractors making sure that
company standards are met.
Develop goals and accountabilities for all staff members.
Conduct Performance Management sessions with all staff members.
Function as Senior Engineer (Server, Client, Network, PBX, etc.)
when needed.
Hire, manage, train, and retain high performing customer support
technicians.
Create and update customer service policies and procedures to
achieve and maintain high quality service standards.
Administer and maintain Active Directory for over 7,000
accounts.
Provide all Level 1 and Level 2 desktop, hardware and software
support.
2/09 - 10/09 En Pointe Gardena,
CA
Service / Help Desk Supervisor
Create and update customer service policies and procedures to
achieve and maintain high quality service standards.
Plan, manage and control the activities of the help desk to
ensure all the customer service level agreements are being met
and maintained.
Measure, monitor and report on help desk performance to clients
and internal stakeholders.
Recommend, document and implement processes to improve operation
to ensure superior customer service.
Conduct performance appraisals of staff, administer disciplinary
action when necessary.
Develop, define and communicate customer and technical service
policies for product support.
Development and implement operational support in the way of
Processes and Procedures.
Participate in the development of customer Service Level
Agreements (SLA).
Communicate with senior engineers and help desk agents about
changes taking place in the standards and procedures.
Oversee development and dissemination of help sheets, usage
guides and FAQ lists to assist staff.
Oversee the development, implementation and administration of
staff training procedures and policies.
Train, coach and mentor staff.
11/08 - 2/09 TVG Los Angeles, CA
Senior Support Engineer / Consultant
Plan, install and maintain a suitable hardware, software and
communications infrastructure to provide a secure, efficient
operating environment in the Los Angeles office.
Manage the activities of the technical services and computer
operation staffs through the resolution of all technical issues
(Server, Client, Network, PBX, Desktop, Applications, Printers
and PDAs).
Manage and responsible for the system development, create and
enforce policies, procedures for the system. Plan and allocate
resources according to company objectives.
Monitor and supervise all 3rd party and outside contractors
making sure that all company standards are met.
Manage and responsible for the system development, create and
enforce policies, procedures for the systems. Oversee the
implementation of changes to applications. Plan and allocate
resources according to company objectives.
Create and update customer service policies and procedures to
achieve and maintain high quality service standards.
2/94 - 3/08 The CIT Group Inc. Los
Angeles, CA
Remote Site Support Manager / IT Manager
Responsible for supervision of 32 technicians located in 12
sites in the US. Accountable for all aspects of personnel
management to include productivity, resource allocation, system
availability, training and development.
Plan, install and maintain a suitable hardware, software and
communications infrastructure to provide a secure, efficient
operating environment in the US region for a Fortune 500
company. This is across multiple business units and departments
and across multiple facilities.
Evaluate and, upon approval, acquire, plan and implement
appropriate hardware and systems software to support corporate
strategic goals, meet business unit requirements and maximize
resource utilization and technical performance.
Manage the activities of the technical services and computer
operation staffs through the resolution of all technical issues
(Server, Client, Network, PBX, Desktop, Applications, Printers
and PDAs).
Provide all areas of IT support for the Law departments in the
multiple locations. This support also includes applications
support for the Imanage, Doculogic, Interwoven, Mailsite and
Deltaview.
Manage and responsible for the system development, create and
enforce policies, procedures for the system. Plan and allocate
resources according to company objectives.
Build, mentor and coach a cohesive qualified support teams
committed to customer service and business productivity.
Provide 24 x 7 support for over 2900 users and over 250 servers
located throughout the US. The user base is both local and
remote.
Monitor all Remedy call logs making sure that all SLAs are being
met.
Serve as a liaison between the business units and STS providing
a high level of support.
Monitor and supervise all 3rd party and outside contractors
making sure that all company standards are met.
Develop goals and accountabilities for all staff members.
Conduct Performance Management sessions with all staff members.
Create development plans when need be.
Develop and maintain business continuity and disaster recovery
(BCP & DRP) plans and procedures for CIT's multiple locations in
the United States.
Function as Senior Engineer (Server, Client, Network, PBX, etc.)
globally.
Manage multiple projects in varies locations throughout the US,
providing resources and overseeing there completion.
Manage and responsible for the system development, create and
enforce policies, procedures for the systems. Oversee the
implementation of changes to applications. Plan and allocate
resources according to company objectives.
Develops and maintains the key performance indicators and
metrics for the department that tie to SLA, identify support
trends, and serve as key informational data to senior
management.
Hire, manage, train, and retain high performing customer support
technicians.
Created a yearly budget for the department and reallocated the
budget to multiple business units. Created allocation
methodology to be used each year for the budget. Manage a budget
that ranged from 1.5 million to 7.4 million.
Create and update customer service policies and procedures to
achieve and maintain high quality service standards.
Multiple migrations completed which include servers, server
operating systems, applications data, databases and user
locations.
Skills Extensive knowledge of Servers, PCs, MS Office Suite, and
operating systems. Well developed interpersonal skills and
ability to interact with all organizational levels as well as
vendors and others outside the firm. Possess a customer focus
and a track record of providing the highest level of customer
service. Able to effectively manage multiple priorities and
adapt to constantly changing priorities. Strong organization,
communication, leadership, problem solving, and presentation
skills. Demonstrated initiative in project management.
Understanding and serving others are important attributes in
this position. Ability to develop and motivate people and create
a positive team environment. Able to manage people, time, and
resources to accomplish goals.
Software: Microsoft System Center, Alloy, Altiris, LANDesk,
Remedy, MS Office 2003 / 2007 / 2010, Laser Fische, Lotus 123,
Avaya ACD, VPN and PBX.
Operating Systems: DOS, Intel, Windows Desktop (3.x/95/98/2000,
ME, XP, Vista & Windows 7), Windows Server (NT, 2000, BES, IIS,
Exchange, SQL, IIS, Win 2003 & 2008) AS400, Active Directory,
Novell and IBM OS2.
Hardware: Cisco (routers, switches, hubs), Dell (servers,
desktops & laptops), blackberry & Avaya PBX
Overall
Experience
20+ Years overall networking experience.
20+ Years of Server experience (Banyan, Novell, IBM OS2 &
Windows.
15+ Years of Windows experience (WINS, DHCP, TCP/IP)
15+ Years of management experience.
10+ Years of Call Center support.
Contact this candidate