Manager Customer Service
Resume:
Floyd Brown
**** ********* ***, *********, **. **294
********@*****.***, ********@*******.***
Summary
An IT Professional bringing over twenty-five years experience to
your service with ITIL Training, specializing in Incident
Management, Problem Management, Change Management, and Data
Center Operations.
Computer skills
Software
Platforms: Microsoft Windows 2000, Microsoft Windows XP & 7
Proficient in Microsoft Office
Experience
Business Analyst 1998-2011
S1
Performed Daily Global Reports detailing Data Center Operations
for Vice President, Director, and Manager Review
Analyze all infrastructure, availability, performance, and batch
incidents
Performed and organized Change Management reports detailing,
Urgent, Exception, Planned, and Life Engineer changers for both
domestic and intl windows
Organized problem action items and follow-up pertaining to
incidents and problems detailed from daily reports
Reviewed and organized all batch processing implemented by Data
Center Operations
Change Management
Facilitated Implementation Reviews for Urgent, Exception, Planned
and Lite Requests for Changes.
Performed initial and final reviews for all Infrastructure,
Application, Network and Batch Change requests
Facilitated CRB Meetings for change approval
Perform daily and monthly reports for all changers for upper
management
Achieved a 99% successful rate with over 4000 changes implemented
for the past year
Incident Management
Requested PCA's and performed post meetings for analysis of
failed review changes
Reported all Data Center Operations Infrastructure, perform
availability and batch incidents
Follow-up performed with support groups to resolve incidents
Problem Management
Tracked resolution procedure with support groups (Network, ENG
Support, PDA's, Host Admins)
Reviewed all RCA's for final approval
Performed daily dashboards for upper management review and
generated
Data Center Operations
Coordinated and supervised operators in Global Data Center
Operated all Data Center Operations (batch, file processing,
server, and network monitoring operations)
Reviewed all incident cases, opened and closed
Sales Manager
1991-1998
Baranco Automotive Group, Atlanta Georgia
Top Sales Representative
Sales Manager for Used Car Department
District Computer Specialist for Southeastern USA
1976-1991
Modular Computer Systems, Ft Lauderdale Florida and Atlanta
Georgia
Resolved difficult system outages for Southeast and INTL Clients
Trained customer service engineers in system installation, repair
and restoration procedures
Education
DeVry University 1975
Atlanta, Georgia
A.E.E. Degree
HP System Admin Unix & NT Training
Cisco Network CCNA Training
ITIL Complete V3 Training
Monitoring -- HP VPIS, T-MART, Solarwinds Network
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