Customer Service Support

Branden Christensen

*** **** **. • Hutto, TX ****4 • 512-***-**** • *********************@*****.***

Education:

Western Michigan University Kalamazoo, MI

December 2004

BBA, Business Administration

Major: Computer Information Systems

Experience:

mindSHIFT Technologies Austin, TX

Senior Systems Engineer & Remote Operations Center Manager October 2011 – Present

Maintain client relationships with professional and proactive support.

Perform problem analysis and systems monitoring for Enterprise environments as well as SMB.

Process and Design Improvement - Improved service levels and redesigned team structure to improve workflow.

Perform systems administration for Windows Server 2003 – 2012, Exchange 2003 - 2010 servers, Windows 7, 8.1.

Successful implementation of large Enterprise new technology projects and initiatives. Coach and mentor IT staff.

VMware, Citrix and HP/Cisco Networking environments. SAN and Data Center and Disaster Recovery management.

Partner with management and other staff to communicate client feedback & recommend solutions to problems.

Partner with sales and professional service engineers to identify sales opportunities that would benefit clients.

Manage Help Desk Team of 12 Technical Customer Support staff (5 direct reports and 7 onsite technicians)

Suncoast Business Technologies Sarasota, FL

Team Lead, Systems Analyst May 2006 – October 2011

Onsite and remote support for over 500 users and more than 50 small to mid-size businesses in the south-west Florida

region, as well as remote support for users in Ohio and in Germany. Windows Server 2000 – 2008 and Small Business

Server environments. Primary technical consultant for the purchase, installation, testing, design, and maintenance of all

Server and Desktop hardware and software. Principal authority for the design and development of all internal processes

and standards.

Monitoring and support using an assortment of methods and reporting tools. Tracking of incidents and assets through

event management systems. Server and Desktop support for primarily Dell products, but also HP Servers and various

others. Support for Desktops, Laptops, Tablets, and Smart Phones, as well as VMware, Firewalls, Routers, Switches,

Servers, NAS, and peripheral systems including Cameras, multi-function Printers, Fax, and Telephones.

Technical consultation, and training for users and on-going research and documentation in order to provide the best

solutions and customer service. Leading consultant responsible for maintaining relationships with hardware and software

vendors. Responsible for training and technical assistance to other members of the support staff and service desk. Work

directly with company owners, chief officers, managers, and leaders within client companies as well as internally.

Pure Digital Sarasota, FL

Call Center Technician, Remote Support January – February 2006

Pure Digital is the original developer of the Flip Camera, now owned by Cisco. Remote support for several businesses that

sell and develop Pure Digital Camera systems. Phone support for employees working with the specially designed software

and hardware for developing the digital cameras.

Tracking and reporting of all calls through an online event management system. Performed Server hardware repair at

headquarters.

Skills:

Excellent Customer Service Skills / Outstanding Communication Skills / Windows Server 2000 - 2012 / Windows 95/98/2000/XP/Vista/7/8 /

Exchange Server 2003 – 2010 / Windows Home Server / Microsoft Office Suites / SAN, NAS, BDR / Blackberry Enterprise Server / Watchguard

Certified System Professional – XTM / VMware / HDI Certified / Hardware Support / Database Management & SQL / LAN/WAN Support /

Development Cycle Experience / Team Leadership and Project Skills / SAP & ERP / Java / XHTML, HTML, XML / COBOL/AS400 / Visual Basic /

Citrix/Terminal Services / Microsoft Deployment Toolkit and Related Technologies / HP Switches / Cisco Networking / Lync Server / SharePoint

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