Manager Customer Service
Resume:
Brad A. Doyle
*** ****** ********** ********
Burlington, Connecticut 06013
***********@*****.***
SUMMARY
An analytical and innovative Information Technology professional with expertise in systems design, implementation, and support within the enterprise content management (ECM) space. Leverages a detail-oriented and self-motivating approach to demonstrate abilities in enterprise content management (ECM), electronic document management, electronic discovery (eDiscovery), electronic search, capture and scanning technologies, messaging, hand held device support, product design, installations and upgrades, troubleshooting, and, records management solutions.
Maintain an enterprise perspective, innovative problem-solving skills, and exceptional communication skills to provide comprehensive technical support. In addition, offering exceptional customer service and working cooperatively with peers to deliver high-impact business solutions.
TECHNICAL SKILLS
IBM DB2 Content Manager, IBM Records Manager, IBM Content Manager Records Enabler, IBM eDiscovery Manager, IBM eDiscovery Analyzer, IBM Content Collector, WebSphere Application Server, IBM Content Navigator, Watson Content Analytics, Bentley eB, Lotus Domino (messaging/email) which includes Blackberry, iPhone, and Android hand held device management and support.
AIX, Solaris, Windows Server 2003/2008/2012, SQL, Windows XP, Windows 7, Microsoft Office Products 2010 – Visio, Word, Excel, Power Point, Adobe Acrobat Professional, Kofax Capture, scanning technologies, document imaging systems, and technical procedure writing.
EXPERIENCE
INFOSYS LIMITED, serving Eversource Energy, Berlin, Connecticut
Lead Consultant, 2014 - present
Enterprise Content Management (ECM) and eDiscovery systems Consultant supporting Eversource Energy.
IBM Lotus Domino Messaging systems (email and Applications) administration which includes Notes Traveler and hand held device administration for Android, Apple, and Blackberry devices.
NORTHEAST UTILITIES SERVICE COMPANY, Berlin, Connecticut (1987-2014)
IT Systems Engineer, 1997-2014
As part of a team effort, designed, built, installed, and supported award-winning (IBM), enterprise-wide document and records information management (RIM) systems. Supported various IBM, Windows, and UNIX-based technologies, the base being DB2 Content Manager, with supporting technologies including Records, Document Life Cycle, and Capture solutions.
Worked as technical support with vendors in system design and build phase of RIM.
Responsible for all upgrades of software for ECM Enterprise applications on AIX and Windows servers.
Served as technical expert for IBM eDiscovery applications and process with corporate Legal department providing comprehensive support.
Engineer responsible for installation, configuration, and support of Kofax Capture scanning solution for RIM Records Center.
Installed and supported DB2 Content Manager Interoperability Services (CMIS) as standard interface for Content Manager.
Subject Matter Expert and served in a primary support role for various ECM Enterprise systems.
Consolidated, migrated, and decommissioned legacy ECM systems.
Built and supported projects to integrate/support IBM’s Content Collector for batch processing of documents and eDiscovery.
Provide Lotus Notes Domino e-mail messaging system administrative support.
Designed, built, and supported IBM Watson eDiscovery Enterprise Search solution.
Excellent Customer Service skills.
Technical Procedure/Document writing skills.
Associate Computer Analyst, 1995-1997
Supported the Local Area Networking environment across the NUS enterprise.
Obtained Netware Engineering Certification.
Built servers and installed Netware operating system.
Provided support for networking software on workstations and personal and desktop computers, and backed up systems.
Troubleshoot/resolved any and all issues, from client desktops to servers.
ADDITIONAL EXPERIENCE
Senior Computer Technician, 1994-1995. Service Desk – Part of team that created the first help desk at Northeast Utilities. Took calls, supported clients, and troubleshoot/resolved all types of computer related issues.
Computer Operations and Network Control Technician, 1987-1994. Computer mainframe operations support. Supported large mainframe computers, including IPLs, troubleshooting problems, and performing system upgrades
TRAVELERS INSURANCE COMPANY, Hartford, Connecticut, Mainframe Operator, 1982-1987. Computer mainframe operations
MILITARY EXPERIENCE
UNITED STATES AIR FORCE, NELLIS AIR FORCE BASE, Las Vegas, Nevada
Weapons Technician/E4, 1977-1981. USAF mission support with the responsibility of maintaining various jet aircraft weapons systems, which included the delivery systems and munitions.
Connecticut Air National Guard, Bradley Field, Granby, CT, Weapons Technician, 1986-1988
EDUCATION
United States Air Force – multiple certificates
University Nevada Las Vegas – General Business Curriculum (1979-1980)
Tunxis Community College – General Business Curriculum (1988-1989)
King’s Bible Institute (1990-2000)
CERTIFICATIONS
Certified Kofax Technical Solutions Specialist, 2011
A+ Certificate
Certified Netware Engineer, 1996
United States Air Force Electronics and Weapons Systems Certification, 1978
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