Technical Support Service

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MARK ALLEN BRADLEY

SUMMARY: Operating Systems: SCO UNIX, DGUX UNIX, HP UNIX, Sun Solaris, XP,

Windows 7, Windows 8, DOS, Citrix, Linux, MAC OS X

Networking: NOVELL, NT, MS Server 2000-2008 R2, Active Directory, OS X

Server

Other: SDLC (Agile, waterfall) MS Project, Microsoft Suite of products, Microsoft and Oracle SQL

2005-2012, Client Server, Cisco, routers, switches. HTML, Sybase, Microsoft back office, Active

Directory, Exchange, Novell GroupWise, DocStar, MedWorxx, Data Innovations, SCC, PowerPath,

Juniper, RSA and Sonic firewalls, TrackIT, Clarify, Heat, Remedy, Web Helpdesk, Zendesk, Remedy

force, Salesforce, NetSuite, Jira, GIT, ITIL methodology, etc.

EXPERIENCE:

04-2013 – Present WWPASS, Manchester NH

Service Desk Manager, Operations

• Brought on to bring the Service Desk/Technical Support and all of Services to the next level

• Increased Service Desk/Technical Support from staff of one to four FTE’s

• Instituted getting Technical Support a part of QA and regression testing

• Implemented after hours and on-call coverage working towards 24/7 support model

• Started the ISO27001 and PCI compliance process

• Developed SLA’s, OLA’s, & Escalation processes

• Re-enforced a team culture of excellent customer service with an emphasis on consistent

communication

• Created weekly stand up meetings for key groups to build better communication across the teams

• Scheduled weekly triage meeting between support, development, QA, Product management to

address bugs and customer enhancement requests enforcing being the voice of the customer

• Adopted from G4S the War room process for severity one customer related issues

• Created Skills base routing with Salesforce and Five 9’s (phone system)

• Currently working on creating Contingency/DR plan to keep business and support operational

• Currently working on switching from Salesforce to Microsoft Dynamics as the new CRM/ERP

tool

• Currently working on bringing the support phone system in house for a more stable system than

Five 9’s

• SOP, FAQ and Knowledge Base creation process implemented

• Created metrics and dashboards to track performance

Environment: Microsoft, Linux, MAC (OSX)

01-11 – 04-2013 G4S formerly Touchcom, Burlington MA

Technical Support, Client Services Manager

• Hired to provide leadership and direction to Technical Support and Field Service teams

• Management 8 Technical Support representatives

• Field service leadership of NYC, GA, FL, IL,CA, PA

• Developed and lead Client relationship and retention endeavors

• Implemented getting Great plains, Teseract, Inventory management to feed into issue tracking

software

• Implemented mobile solutions for field teams to be work on service requests from mobile

devices (Blackberry, Windows mobile and Android)

• Developed internal partnerships with QA, Development, program management, implementation,

shipping and production so all teams work as a cohesive unit

• Created weekly stand up meetings for key groups to build better communication across the teams

• Implemented weekly triage meetings between service, development and sales to address bugs and

customer enhancement requests

• Extended support hours to support clients across different time zones

• Implemented and ran the War room process for severity one customer related issues

• Developed Escalation process

• Created Tier 1 through Tier III support teams

• Worked to create strategic partnerships with other service providers where our coverage was lean

• Expanded Technical Support and Field Services to aid in making sure all service was staffed

appropriately

• Worked to solidify relationships with clients and vendors

• Spear headed several revenue generating opportunities for the organization

• Lead ISO 9001 Certification process

Environment: Microsoft, Linux, UNIX, Microsoft Gold Partners

01-08 – 01-11 NorDx Laboratories, Scarborough, ME (Subsidiary of Maine Health)

IT Operations Manager (Process Improvement)

• Brought on board to reengineer and develop the IT Tech side Service desk area.

• Implemented TrackIT for service desk call tracking.

• Created Standard operating procedures for all the servers and applications the group was

responsible for.

• Instituted Service Level agreements for response and resolution times for the various business

lines.

• Developed project task planning documents for new lab development., server and software

deployment.

• Managed the Helpdesk, Client services and Tech support groups.

• Developed and led the installation of the Training rooms.

• Worked with existing vendors to implement corporate accounts for the company.

• Led several projects in planning and building of several PSC’s Patient Service Centers.

• Asset management and Software license tracking to keep company compliant.

• A member of the Process improvement and Security/compliance team.

• Instituted Software Asset Management with Microsoft to get company compliant.

• Implemented Change Control

• Created and chaired the Change Control board for the IT Infrastructure.

• Operated with 1.5 million dollar budget amongst the manage groups.

Environment: Novell, Microsoft, AIX, Linux, MAC

03/06 – 01-08 IDEXX Laboratories, Westbrook, ME

Applications Analyst/Systems Analyst/Project Manager

• Provided broad based functional support to the internal reference laboratories.

• Primary duties troubleshooting and remedying medium to high level technical issues reported by

the pathologist and helpdesk.

• Create SOP’s, User guides.

• Training users and helpdesk on system functionality.

• Successfully rolled out Virtual Microscopy for the UK and Sacramento Labs.

• Acquisition Planning for US and Canadian labs.

• Successfully led and ran project moving pathologists from Voiceflow to Powerscribe Dictation

software.

• Responsible for all uptime of servers, PC’s other applications that are in use by the reference labs

across the US.

• Work with the various business lines to seek out new technology that will meet and or exceed the

reference labs needs.

• Assist in or lead efforts toward the identification of application software improvement

opportunities.

• Work with internal users in configuring the system(s) in response to business

requirements.

• Work independently or on project teams to implement new or improved

software and standards.

• Assist users in root cause analysis and troubleshooting application software

problems.

Environment: Windows XP, 2000, SAP, ANTRIM, UNIX,

02/02-03/06 Diebold, Marlborough, MA

Implementation Coordinator/Escalations

1 Project management and implementation of new ATM and traditional installations in New

England.

1 Setup schedule for Staging and installation of ATMs.

1 Made sure proper software is loaded on all ATMs.

1 Assisted in the testing and staging of new ATM installs.

1 Dispatch first and second line techs to service ATM’s.

1 Manage staff of six installers.

1 Provided Technical support to 1st line techs and bank personnel.

2 Led Fleet Bank to Bank of America Conversion for Southern New England States

1 Handled all escalations for the RI, Middlesex, Stoughton, Cape, NH and Boston areas.

1 Monthly budget forecasting.

1 Keeping all installs within the given project budgeted allowance.

Environment: Oracle, Windows NT, Windows 2000, XP

04/00 -02/02 Octave Communications, Salem, NH

Systems Engineer and Technical Trainer

1 Pre/Post Sales Engineering/Technical Support.

1 Install, configure, Support and troubleshoot all products.

1 Administered Windows NT workstation.

1 Built Windows NT 4 servers on Dell hardware.

1 Supported Novell, NT, UNIX networks.

1 As part of a team, responsible for Windows 2000 implementation.

1 SQL7.0 and SQL2000 used to configure Octave Database.

1 Nutcracker so UNIX code can be read on NT servers.

1 Installed 4 UPS power supplies.

1 Acted as the key interface between the customer base and engineering for all escalated and

customization issues.

1 Acting support manager 5 months.

1 Performed remote diagnosis of reported issues.

1 Work with engineering to develop patches or plan of action.

1 Quality assurance testing process.

1 Provided technical training to the customer base.

1 Technical Trainer, assist in authoring technical support and training documentation.

Environment: NT server, SCO Unix 7.1, SUN Solaris, Linux, Windows 95, 98, 2000, ME, XP,

Citrix WinFrame, Microsoft suite of products, Outlook, Exchange 5.5, ConnectCare (troubleshooting

tool), SourceSafe, C++, Oracle PL/SQL, MS SQL 7.0 and 2000, Cisco routers, HTML, CGI scripting,

ColdFusion, Nutcracker, MS Back Office, UDP, TCP/IP, DNS, DHCP, WINS, Routing, Dell hardware,

UPS.

11/95 -4/00 Kronos Incorporated, Chelmsford, MA

Senior Technical Advisor (Escalation management team)

1 Team member responsible for product anomaly identification.

1 Managed all escalated accounts to final resolution.

1 Project management for post and pre release.

1 Allocated resources to solve high-level anomalies on escalated issues.

1 Worked with engineering to determine which anomalies should be addressed during weekly triage

meetings

1 Supported Operating systems, networks and databases Windows, NT, Client/Server, Oracle, MS

SQL, Sybase, UNIX, DOS and Citrix WinFrame, Novell.

Level Two Support Engineer

1 Supported and trained all Kronos software and hardware via phone, fax, and Internet.

1 Made sure all support issues that came in were answered professionally, and accurately.

1 Dial into sites and repair software/hardware problems.

1 Writing of quick fix documentation and Customer service bulletins.

1 Testing of potential bugs and reporting them to escalations.

1 Getting the latest updates and fixes to customers and service field.

1 Training of new hires on all products.

Environment: DOS, HP-UX, Unix, VMS, Citrix, Oracle, MS SQL, Windows 98 and higher, Sybase,

Novell, NT, Citrix, Wan, Banyan vines, UDP packets, TCP/IP, Serial and modem communication,

DNS, DHCP, WINS.

EDUCATION:

Master of Science, Information Technology Ashwood University

Certifications/Training

Micro C, Waltham, MA

Certificate, Advanced UNIX Kronos Incorporated, Chelmsford, MA

Certificate, Workforce management (Advanced project mgmt),

Oracle, Waltham, MA Certificate, PL/SQL

Langevin Learning Services Certificate Train the trainer

Certificate Lean 6 Sigma Green belt project management, University Southern Maine

MAC OS X Support certified, Future Media Concepts

LIST OF PROJECTS AND IMPLEMENTATIONS

WWPASS

• ISO27001

• Skills based routing with Five 9’s into Salesforce

• Moved company from Bedford NH to Manchester NH

• Introduced Agile concepts

• Contingency/DR planning

G4S Formerly Touchcom

• ISO 9001

• 1 North Wacker camera, security vestibule and turnstile install

• Comcast service centers, camera and automated doors install

• Bank of America corporate and branch location camera and door install

• Build out of NOC for service monitoring

NorDx

• Identity manager for password resetting

• Single sign-on

• Exchange upgrade

• DR Planning

• Change Control

• SCC Upgrade

• DI Install in lab

• Build out of training room

• TrackIT install

• Reference satellite lab build outs in ME and Southern NH

IDEXX

• VoiceFlow digital voice transcribing across labs US, Canada, UK

• Change Control to meet Sarbanes Oxley standards

• PowerPath voice recognition implementation for pathologists

• Virtual Microscopy (digitized slides) implementation for pathologists

• Linking PowerPath and Virtual Microsopy implementation

• ISO 9001

• Canadian Labs Acquisition

• Canadian Labs Exchange and Active Directory migration into IDEXX systems

Diebold

• Several ATM and safe installs

• Fleet Bank to Bank of America conversion

Octave Communications

• Several Octave installs, upgrades, configurations and trainings across the US

• In house SQL server upgrades

• Move from Salem NH to Nashua NH office move

Kronos

• Clarify install and syncing with phone system. Migration from proprietary call tracking system

• Developed Standard implementation template to be used across all of service

• Kronos Hardware and Software implementation - Sears

• Kronos Hardware and Software implementation – Hilton Hotels

• Kronos Hardware and Software implementation – Central Maine Medical Center

• Kronos Hardware and Software implementation – W Hotels

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