Gary Brown

**** ******** **, *******, ** ac011s@r.postjobfree.com 678-***-****

SUMMARY

A multi skilled and experienced IT support leader with proven experience in putting expertise to practice. Over 15 years of experience providing technical support, analysis and in-depth training to internal team members and clients. Demonstrated success working with senior management and department leads to institute company-wide technical support processes and procedures.

HIGHLIGHT OF QUALIFICATIONS

Improved customer satisfaction by concentrating on backlog case reviews and assigning issues to client support representatives.

Ensured consistent customer support responses by collaborating with offshore teams to standardize policies, procedures, and escalation processes.

Skilled at leading and developing cross-functional teams in India and the U.S. Emphasized and demonstrated superior customer service to all internal and external customers.

EXPERIENCE

NETCRACKER TECHNOLOGY, Atlanta, GA 2004 - 2017

Senior Client Support Analyst

Provided Level 2 customer support to clients in the Cable, Broadband, Billing, and Telephony industries via tickets, phone and IM, utilizing a CRM software solution (ICOMS). Analyzed, tracked and resolved customer questions in a prompt manner according to SLA’s.

Collaborated with senior management to develop guidelines and policies, ensuring formulated processes were followed throughout the support organization.

Trained, developed and coached client support analyst within the U.S. and India. Spearheaded client training and support for software setup and configuration.

Ownership of the Support Ticket Queue, i.e. Severity 1 – Severity 4 Support issues. Monitored the support queue ensuring issues are assigned within SLA and all necessary follow up actions are completed.

Coordinated system configuration that meets client needs and specifications for software conversions/upgrades; including daily auditing, set-up, maintenance, and problem/resolution logs. Worked with Developers to highlight risks or concerns before applying changes to production environments.

Coached product knowledge of new functionalities and features per client release.

Participated with Development teams to help ensure escalated issues were progressed and current information was passed for troubleshooting or understanding the issues.

Skilled at client interaction and coordination among different cross-functional teams. Proficient in client relationship management, preparing and delivering presentations to clients and team members.

SME for ICOMS Order Entry Telephony; including NIM, NIU, Call Plans and Toll Rating.

Use query (SQL and other tools) for research and error resolution.

Updated telephony database for integrity. These functions include creation of the following: Telephone numbers, Rate center and Serving Area.

HEWLETT PACKARD, Atlanta, GA 1998 - 2003

Production Report Engineer (IT Support Specialist IV)

As a member of the Reporting Services Team, developed and presented ad hoc, daily, weekly and monthly reports to Network Engineers and external customers. As a senior member, oversaw training for new team members, update and document new Reporting processes.

Produced routine, and ad hoc reports, to respond to immediate customer request.

Organized and gathered data requirements for reporting projects to enhance the effectiveness of company operations.

Created HTML reporting pages and granted access by using IIS Sever Security.

Designed and implemented Brio reports using SQL or Oracle database.

Customized automation tool that reduced a one-time data pull of 40,000 rows of information. This saved the company hours of manual labor on this occasion.

Handled third level support for Remedy calls, resolving 95% of trouble calls without further escalation.

Participated with Senior Management staff and integrated product and process teams to influence the development of future policies, procedures and best practices.

IBM Global Services, Boulder, CO 1997 - 1998

Customer Service (DPU Data Administrator)

Aided in validity of data from database and removed duplicate data.

Scrubbed data in DPU database for J & J account.

Executed daily reports needed by customer.

Designed Crystal Reports forms and exported to Lotus Notes database.

Customer Service (SPOC Help Desk)

Answered and solved all first level software and hardware calls from Procter & Gamble and reassigned all calls outside of the team scope.

Supplied customer/computer support to users of the Procter & Gamble Commercial account.

Coordinated computer support for Windows 3.1, Windows 95, CC: Mail/Mobile Lotus Notes and any other P&G application.

Logged calls using Remedy Call tracking system.

Customer Service (SPOC Help Desk)

Supported and developed workflows for process manuals and compiled metrics for commercial accounts.

Updated SLA reports for Kaiser Permanente Commercial account.

Guided staff in documentation of process manuals and design of workflows.

Acted with manager in special projects (ISO certification, process manual, maintaining control book).

SKILLS

Hardware: IBM AS/400 I series, Remote Workstation Controllers, & 5400 series, UNIX

Software: ICOMS, Client Access, Brio, Crystal Reports, SQL, MS Office Suite, Lotus Notes,NIM, Remedy

Database Applications: ODBC, CRM, Oracle, MS Access

Protocols/Network: TCP/IP, Http, LAN, Ethernet, Wi-Fi, Bluetooth, IIS Security

EDUCATION

Florida A&M University, Tallahassee, FL

Major : Computer Information Systems

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