Customer Service Manager

Danny C. Brown

***** ***** ******** ** # *** Stafford, Texas 77477 281-***-****) ********@**********.***

Profile

Experienced IT professional capable of providing quality technical problem determination, resolution and reporting of problems

caused by hardware software and or networking related equipment. Network Operations specialist experienced in monitoring

communications network systems performance to assure the dependable and uninterrupted operations of all communications

services. Extensive working experience interfacing with client environment in support position. Effective communicator with

strong organizational skills and capable of working independently or in a team setting. Thrive in deadline-driven environments.

Excellent team-building skills.

Skills Summary

Microsoft Windows HelpDesk Support CA Arcserve

Microsoft Office Server Admin NetBackup

Windows Server 2003 Cisco IP Telephony HP HPUX

HP Open view Cisco Routing IBM AIX

MOM/SCOM Call Manager MVS JES2 /JES3

HP SIM TCP/IP AS/400

BMC Patrol Customer Service SAP R2 /R3

Storage Tek Silo SAN Litespeed DBA MS SQL

Sony Tape Library C-Support

Net IQ

Work Experience

3/98 to 4/09 LyondellBassell Houston, Texas

IT Analyst/Shift Supervisor

* Provided problem resolution for production issues using MOM/SCOM/HP SIM for monitoring server environments and also as

a production application troubleshooting mechanism.

* Monitored worldwide CISCO network infrastructure using HP Open view as diagnostic tool for network troubleshooting,

problem determination, and remote site router restarts and vendor reporting.

* Provided technical support and user assistance with various applications,Internet and CISCO network related issues.

* Performed help desk duties for desktops and LAN /WAN client environment. Evaluated user’s workstation related problems to

determine if the nature of the problem is hardware or software.

* Maintained the company’s Service Level Agreements (SLA) using MOM/SCOM as alert mechanism to initiate problem

resolution and reporting services to appropriate support groups.

* Implemented operational procedures to capture KPI data for statistical reporting.

* Assisted in maintaining daily backup integrity performing appends, restarts, and tape maintenance issue resolutions using CA

Arcserve.

2/96 to 3/98 Cameron/Cooper Houston, Texas

Shift Supervisor

* Master console operator responsible for monitoring LAN/WAN client services and batch processing in mainframe environment

for world-wide headquarters.

* Executed operational duties including monitoring, troubleshooting CISCO network issues using HP Open View and SAP R2

processing job executions and problem resolutions.

* Performed Helpdesk duties supplying immediate problem resolutions, tracking and documenting issues in client environment

and interfacing with vendors in resolution process.

4/95 to 3/98 Anderson Greenwood Stafford, Texas

LAN Specialist/ Shift Supervisor

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* Executed batch production processes on DEC VAX/VMS systems, ensuring corrective restarts are performed for business

critical processes.

* Performed imaging, patch upgrades, software application loads, MS upgrades on client workstations as required due to

schedule maintenance or break fix issues.

* Sole analyst responsible for after hours and weekend client help desk support issues for administration and factory clients.

Education: Tyler Junior College

University of Houston

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