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Information Technology Customer Service

Williamsburg, VA
March 09, 2018

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Bryan C. Walls**** Frances Berkeley Williamsburg, VA 23188 757-***-****

Career Summary

Proven leader in the technology and telecommunications industry known for delivering superior results in areas of people management, productivity, strategic planning, and budgetary savings while staying at the forefront of the technological growth curve. Excellent time management skills and the ability to handle multiple projects concurrently, responding positively to sudden changes in priorities within the business. Experienced manager of 15+ employees aimed at providing premier customer service, technical expertise, and operational direction for over 16 years.

Technical Qualifications

Networking: Cisco Switches & Wireless Configuration, Microsoft Active Directory Services, and Novell NetWare

Microsoft Systems: Exchange 2003-2016, Server OS Administration Windows 2003-2016, Microsoft SQL 2005/2008 Database Maintenance & Administration

Software Packages: BlackBerry Enterprise Server, Novell GroupWise 7.x/8.x, Symantec EndPoint Protection Security Systems, Symantec Backup Solutions, Viewpoint, Starbuilders, Prolog Manager, AIA, and AVAYA IP Office, Sprinklr

Virtualization Technologies: Microsoft Hyper-V, VMware

Web Services: Microsoft Internet Information Services (IIS)

Mobile: IOS and Android deployments

Professional Experience

Information Technology Solution & Security, Inc.

Desktop Support Manager April 2016 - Present

Williamsburg, VA

Responsible for updating and maintaining the desktops and network functionality. Handled mailbox and data migration. Identify flaws in current products and software and brought solutions to streamline processes and save the company money. Antivirus and malware detection and removal. Setup and managed data backups and offsite storage via cloud solution.

Project Management and Accomplishments:

oMigrating email to cloud hosted solution

oHandled around the clock remote support

oCreated and maintained budget for department

Cellular and mobile device deployments

Server migration to Server 2016

Computer imaging

Firewall management and configuration

Verizon Communications

Social Media Sr. Coordinator January 2016 - Present

Newport News, VA

Manage and handle all end user concerns through social media. Drive traffic and sales through social space by engaging customers and creating interest in our products while showing ease of support in the social realm. Maintain and cultivate relationships with other teams to strengthen partnerships and processes through those departments. Help refine processes to better serve customers and streamline results.

Continuously recognized as having the top results on the team

Regularly emailed supervisors about ideas to improve team results and processes

Fiber Support Specialist June 2014 – January 2016

Newport News, VA

Provided Five Star end user support for business and residential network issues. Coordinated with multiple teams to help solve complex technical and order related troubles.

Selected as a Temporary Assistant (TA) multiple times for my team. Also picked to be TA for the Center during high traffic times

Responsible for coaching peers to help them meet and exceed their goals and the center's goals

Pulled by other teams to do side by sides with their agents to help them see where they could improve

Recognized as one of the best in the center by being in the GEM club every quarter

Came up with a Powerful Answer that was implemented to help save the company money

Henderson Inc.

Technology Director October 2002 – April 2014

Newport News, VA

Oversee day-to-day operations/management of all technology within the organization. Designed and implemented constantly changing network infrastructure to help grow the company. Setup and support remote offices to allow seamless working while offsite.

Manage 2-3 Helpdesk staff

Project Management and Accomplishments:

oExchange 2007-2010 Migration

oSymantec Endpoint Protection Implementation

oRemote Application Deployment

oDesigned and implemented a web based time entry system

Started a “ride along” program to help identify processes and functions that could be improved with technology

Headed teams, with leaders from every department, that would plan and provide support for new software and hardware implementations

Created training material to teach classes to our staff that would aim to keep them up to date with recent changes

Responsible for creating department budget and maintaining it monthly

R & R Tech Consulting, LLC

Managing Partner January 2008 – October 2011

Newport News, VA

Co-Owner of consulting firm that specialized in bringing technology based business solutions to small and mid-size companies. Provided disaster recovery and remote access strategic planning for multi-platform/ multi-national networks. Maintained physical/virtual server farms, security systems, and accounting applications

Direct supervision of employees including an external salesperson, internal support staff, business analyst, hardware technicians, and network/security consultants

Conducted all hiring and evaluation aspects of company staff

Interfaced with clients, building partnerships in a diverse range of businesses including local restaurants, non-profit groups, property development/management firms, and medical practices

Tasked with contractual business consulting as needed


ECPI College of Technology, Hampton, Virginia

A.A.S. Computer and Information Science

Major: Information Technology Networking

GPA 3.90, Dean’s List

Strayer University, Newport News, Virginia

Directory Services (2010)

Crystal Reports (2009)

Personal Associations

Association of Information Technology Professionals (A.I.T.P) 2000- Present; Board of Directors at 2009 – Present; Crawford Park HOA 2014; Cooking for Life Volunteer 2012 and 2013

Personal and Professional References Available Upon Request.

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