Manager Customer Service

brian w. warren

*** ******** *** ****, ** *****

CELL 817-***-****

*****@***********.***

Summary

A goal oriented, results driven professional with 16+ years in information technology, customer support

and computer operations skills. Strengths include managing, planning, problem solving, team player,

motivator, and dependability.

Work Experience

2005–2010 Self Employed Fort Worth, TX

Entrepreneur June 2005 – Present

Currently I own a Real Estate company DFW Home Stop.

As a Realtor I am responsible for maintaining a customer relationship and providing a fiduciary

responsibility in helping a buyer and or seller obtain title to or sell a property. It’s a big responsibility

not only legally but ethically as well. I put together buyers and sellers, manage and edit contracts along

with negotiating high pressured and sometimes extremely tense agreements. It’s a rewarding yet

challenging profession that I enjoy and will continue to pursue.

I am responsible for all financial dealings with DFW Homes Stop. These include deposits, bill pay,

payroll and all banking tasks and relationships.

I have also created, manage and update our website. http://dfwhomestop.com . This includes all IDX,

3rd party relationships regarding MLS as well as compliancy with our local Multiple Listing Service

(Greater Fort Worth Association).

I am also our Technical Manager. Along with the development of our website I manage all emails

and any other computer related issue. There is no other support level, so I am the last guy for

resolution. The work is basic, but I have still managed to utilize the most up to date “Wireless”

technology for all Agents and other personnel.

2003–2005 Network Operations Manager “MOD” Fort Worth, TX

NOC Manager Oct. 2003-2005

Part of a team of 5 Managers who managed 45 operations personnel.

Duties included, personnel scheduling, technical placement, job performance evaluations, and 3 rd level

support for timely resolution for all issues data related.

We supported 7,000 RadioShack stores remotely, these tasks included online verification, POS data and

credit card verification for all customer purchase. All data communications were monitored from our

NOC center in Fort Worth Texas. I was in direct communication daily with all support carriers such as

Verizon, AT&T, SWB, and many other “backbone” providers.

Created daily activity plans for 1st call resolution processes. Many of our help desk technicians

obtained 80 90% resolution on 1st call measurements when these processes were performed. Each

Technician was evaluated on resolution and follow up issues. The goal was to create an efficient

process for all 1st time inbound calls so that the client was satisfied in a timely manner, however if a

problem was not an efficient fix then we escalated to 3 rd level support. Through this process we were

able to become a 1st and 2nd level support team where problem resolution became extremely efficient.

Although a Manager I was still involved with projects and instrumental in helping our “Automation

Department”. Many tasks, once manual through efforts of help desk technicians, were automated

during this movement. This was an ongoing project that continued until the end of my employment

with Radio Shack.

1992–2003 RadioShack Corporation Fort Worth, TX

Desktop/Server Support Oct 1997- 2003

RadioShack Corporation’s mission statement is about customer service. Many companies in the Dallas

Fort Worth area recognize the RadioShack Technology Specialist as tops in the industry. Many of my

job performance measurements included work tasks on several platforms with many different types of

operating systems.

.NT Server 4.0, NT Server 2000, Novell Netware 3.0 4.0+ active directory were the primary platforms

where work was performed on a daily basis. Tasks ranged from simple profile/account creation or

modification to all types of print and printer support. During this time our team performed many

upgrades and optimization routines to increase data access and other performance updates.

Although RadioShack’s IT department has a separate “Mail” team our group supported the server

hardware and operating system for which Microsoft Exchange Server processes executed. I was mainly

responsible for thresh hold calculations regarding when and how to upgrade hardware as performance

deliverables became a concern. As a team we all participated but each of us would have specific tasks

so it was a demand that we knew how to perform tasks necessary to install and maintain.

Desktop duties included frequent visitation to upper level management to diagnose and resolve issue

regarding all applications both 3rd party and in house developed processes. We used remote technology

as well however we were heavily involved with face to face support due to the strains and time

schedules of senior management.

Helpdesk Specialist Oct 1994-1997

As a Helpdesk Specialist it was a priority to facilitate all inbound calls in a timely manner. With

performance measurements in place I was graded on not only the efficiency in call response but also

the ability to solve problems to relieve our 2nd level support work load. Normal call volume ranged

between 40 60 calls per day. I was able to average 90% resolution on all 1 st time calls. Many times I

was instrumental in helping others in my group in resolving customer requests in an effort to increase

our team’s resolution numbers. I was recognized several times for going over and beyond my duties in

participation in a team concept

Responsibilities included, 1st level support for corporate user demands. Tasks ranged from high level

password resets for systems that include: Microsoft, Novell, POS, and IBM mainframe network

platforms to 2nd level printer, in house application, and MS Word, MS Excel document diagnostic

routines.

Monitoring/Documenting Server messages and notifying proper personnel.

Created and updated Remedy documentation from Apriori HelpDesk software applications.

Helped develop baseline training for Operations.

Monitored daily and weekly Helpdesk call stats.

Peripheral Operator June 1992 1994

Daily interaction with Mainframe software/hardware, IBM 3494 ATL, Xerox DP75 & DP90 laser

printers and IBM 4245 impact printers

Processed tape mount requests from job programs.

Printed micro fiche, and verified integrity for all job requests.

Daily interaction with Mainframe, AS/400, Tandem, and Dec Systems.

Provided backup service for LAN, Data Communications and Help Desk as needed

Education

1886 South Grand Prairie High School Grand Prairie, TX / Degree

General studies with desired focus in Computer Technology.

2003 2010 Kaplan Professional Schools Dallas, TX / Realtor

Real Estate studies that include 270 hrs of Texas Real Estate Commission approved courses.

PC Skills

Microsoft Windows XP, Office Products: Word, Excel, Outlook, Visio, Power Point

Training

Mainframe Operations, Remedy Ticket control process, Excel Level 1, Mainframe CBT Course: MVS

Concepts & ESA JES2, AS/400 System Operator Workshop, and Active Directory, Querying MS SQL

Server 2000, Word Level 1, POS, Banc Tech, Tandem, Novell Netware 4.0. Microsoft Certified

Professional 1998.

References upon request

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