Customer Service Manager

David Brauchler

PO Box **** Brisbane, CA ***** 415-***-**** **********@***.***

Objective

A career utilizing my diverse experience in computers, networking, telecommunications, project management,

and customer service to implement, maintain, and support effective Information Technology solutions.

Highlights of Qualifications

Over ten years of proven success in providing operational support on computer hardware and peripherals,

network and telecommunications systems, and audio visual services.

Acclaimed for my interpersonal skills and ability to interact effectively with people at all organizational levels.

Excellent analytical skills and ability to troubleshoot issues and resolve a variety of problems quickly.

Thorough knowledge of current PC hardware, operating systems, and applications.

Ambitious self-starter, able to learn and adapt quickly, manage time well, and prioritize effectively.

Able to work independently or as a valuable team member.

Outstanding communication and customer service skills.

Well-organized with a strong attention to detail.

Technologies

Software: Microsoft Word, Excel, Outlook, PowerPoint, Access, Project, Visio, Publisher, Internet Explorer,

Exchange Sever; Adobe Acrobat, PhotoShop, PageMaker; CA ARCserve, Veritas Backup Exec, Norton

Ghost, Citrix Desktop, and Citrix Server.

Operating systems: Microsoft Windows 7, Vista, XP, 2000, 9x, 3.x, Workstation 4 and 3.x, and DOS.

Microsoft Windows Server 2008 and 2003, Active Directory, 2000 Server, and Windows NT Server 4.

Hardware: Personal computers and laptops in stand-alone and network configurations. Compaq Proliant, HP

Integrity, and Dell Power Edge servers. Cisco routers, Ethernet switches, hubs, and 802.11a/b/g/n wireless.

Telecom: Nortel Networks Meridian 1 Option 11, 61, 81, SL-1, XT, NT, and Norstar, Meridian Administration

Tools. AVST CallXpress and Captaris RightFAX. Polycom and PictureTel video conferencing. BlackBerry,

Palm, Pocket PC, and Windows Mobile handheld PDAs.

Experience

Modular Information Systems, Inc. San Ramon, CA 2003-2008

Help Desk Technician

Provided personal and telephone support on PC hardware, operating systems, applications, printers, and

peripherals to over 600 users.

Worked individually or as part of a team in completing repairs, upgrades, configurations, installations, and

moves of computer hardware and software, peripherals, and networking equipment.

Managed Active Directory, Exchange email, and Citrix MetaFrame accounts, and user directories and rights.

Maintained and supported wireless mobile network, laptops, and remote access.

Participated in weekly meetings with staff and clients to communicate project status and develop plans.

Organized and maintained detailed problem resolution and inventory databases.

Trained and assisted users in creating and displaying presentations before groups of professionals, the

public, and media utilizing a variety of audio visual products.

Salt Lake Organizing Committee for

the Olympic Winter Games of 2002 Salt Lake City, UT 2001-2002

Assistant Venue Telecommunications Manager

Reviewed space planning and insured all infrastructures were in place for telecommunications services

including; power, facilities, cabling, lockers, HVAC, and trailers.

Coordinated installation of telecommunications equipment including PBX, carrier voice and data services,

wireless phones, videoconferencing, reprographic equipment, radios, and broadcast equipment.

Worked closely with other venue management for needs assessment, design, cost, and budget planning.

Managed teams of staff, volunteers, and technicians during the games to provide help desk support,

customer service, adds, changes, and priority repair.

Generated the telecommunication guides for all the Olympic and Paralympic venues.

Designed and managed creation of a disaster recovery center.

Paul, Hastings, Janofsky & Walker LLP Los Angeles, CA 1999-2001

National Telecommunications Manager

Responsible for the firm’s telecommunications systems including; PBXs, voicemail servers, video and voice

conferencing, WAN, VPN, MS Exchange with BlackBerry Enterprise servers, and wireless communications.

Managed IT staff including scheduling and assigning of projects or tasks and evaluation of performance.

Served as second tier help desk support and training to partners, attorneys, and staff.

Established and maintained budget and approved all telecommunications invoices.

Negotiated maintenance contracts and service level agreements. Hired consultants and selected vendors.

Designed and administered a VPN to provide Internet access, secure remote access, and data connectivity.

Planned and managed implementation of an award winning wireless solution utilizing the BlackBerry.

Researched, evaluated, and recommended new technology.

Pearson Television USA Santa Monica, CA 1998-1999

Network and Communications Systems Administrator

Provided help desk support and training on PC hardware, applications, telephone, and voicemail systems.

System Administration of LAN including users, groups, login scripts, shares, permissions, and print queues.

Performed moves, adds, and changes on Nortel PBX and Meridian Mail.

Installed and administered Lotus Domino mail server, MS Outlook email clients, Cisco routers, and hubs.

Installed and provided training and support on PictureTel videoconferencing system.

Managed projects, coordinated vendors, and approved telecommunications invoices.

Coordinated office move including installation of PBX, data and voice cabling, T1 circuits, and routers.

Fuji Medical Systems USA, Inc. Stamford, CT 1994-1997

Network and Communications Systems Administrator

System Administration of Novell NetWare and Microsoft NT servers, remote access, Microsoft Exchange

email, hubs, and routers.

Provided help desk support and training on hardware and software to over 200 local and remote users.

Evaluated, purchased, configured, and installed computers, printers, peripherals, software.

Maintained Nortel PBX and Octel voice mail systems including moves, adds, changes.

Planned and maintained circuits, routers, hubs, and cabling, to add new and existing offices to our data and

voice networks.

Education

Waterbury State Technical College, Waterbury, CT

Associate in Science, 1992

Major: Electrical Engineering

Astron Incorporated, Woods Cross, UT

Novell NetWare 3.x and 4.1 Administration, 1995

American Research Group, Cary, NC

Internetworking with TCP/IP, 1996

Alexander Hamilton Institute Inc., Hackettstown, NJ

Installing and Managing NT Server 4.0, 1997

New Horizons, Woodland Hills, CA

Microsoft Word, Excel, Outlook, and PowerPoint, 1997

OfficeStar Computer Training Center, Salinas, CA

Installing, Configuring, and Administering Microsoft Windows XP Professional, 2006

References

Available upon request

Contact this candidate