Technical Support Manager

William Brown

McDonough, GA 404-***-**** l og i ka l 12 @ gma il. com

Sr. Technical Support Specialist

An accomplished technology professional with 20+ years of proven experience driving consistency, quality and efficiency in day-to-day operations. Leverage a strong technical background to integrate technology and business solutions, including supporting large-scale projects and programs. Effective leader, positioning teams with the coaching and training necessary to exceed goals.

Core Competencies

● Technology Operations Leadership ● Complex Project / Program Management ● Cross-Functional Collaboration

● Solutions Oriented Service & Support ● Integrating Technology & Business ● Team Leadership & Mgt

● Quality Control / Assurance / KPI ● Continuous Process Improvement ● Top Secret Clearance (TS/SCI) P r ofe ss iona l E x pe r ien c e

Nizex – McDonough, GA 2014 -Present

Technical Support

Respond to reported issues of Web Based SaaS Business Support System. Issues are reported via phone calls and embedded Ticketing module. Collaboration with Developers to identify, isolate, and remediate software failures. Work with Users to identify, isolate, and remediate hardware failures.

Most failures are due software updates (Google, Java, Chrome, Win7, etc). Massaging software settings to return User's Business to Performance Standards, quickly and effectively.

Actively apply new knowledge, procedures, and work around instructions to company's Knowledge Base.

Review aged tickets to determine if warranted or a subsequent Release resolved the issue.

Via remote access and telephone, configure, install, and support printers, POS terminals, and PC's.

Assist Business Owners to train their employees as they are exposed to & become reliant on our software service.

Review and validate reported Report Generation problems. Work with Users to develop parameters for reports. XEROX – Marietta, GA 2002 - 2014

Production Control

Established operations and trained team members in a computer operation providing data, products, and support to insurance companies, banking institutions and universities. Deployed Servers, Vms, DASD, work stations and peripheral equipment, both new and used, into production. Key member of a three-person team that established Standard Operating Procedures (SOP), hired and trained operators and developed methodologies to profitably meet SLAs.

Collaborated cross-functionally outside of an area of expertise to resolve complex hardware or software issues, engaging in analysis and remaining engaged until resolution.

Effectively communicate with Developers to develop improved functionality for customers and operations.

Actively monitored and supported multiple business units, installing and administering Windows Server Update Services (WSUS), confirming update compatibility with each business unit’s apps prior to deployment.

Eliminated the need to purchase additional hardware.

Provided a strategic recommendation and implemented an operational procedure that saved the business unit

>$50/year, by automating processes.

LASON CORPORATION – Atlanta, GA 1998 - 2002

Software & Hardware Support

Provided ongoing technical support to print and mail facilities, in addition to assisting production, distribution, and new account transition. Trained operations in the use of COM recorders, setting up software, modifying and maintaining software, confirming quality output and developing procedures and run books. Setup state-of-the-art COM Recorders and developed all corresponding SOP for operations.

Successfully resolved various production failures through root cause analysis, corrective action determination, documenting issues and modifying procedures to ensure non-recurrence.

Accurately determined additional business opportunities and operational capability analysis by personally meeting with prospective customers.

Reduced production costs 20% by analyzing vendor performance and making the decision to change consumable vendors.

Developed and implemented a new process where a Proof was signed by the Operations Manager and Lead Operator prior to a production run, eliminating multiple errors, reruns, and hours in lost production hours per month. AFFILIATED COMPUTER SERVICES – Atlanta, GA 1996 - 1998 LAB Manager

Managed a Kodak Certified film lab providing services to 100+ banking institutions, holding complete responsibility for P&L management, employee development, team morale, product distribution and customer satisfaction. Drove performance with responsibility for the 24/6 operation and leading 30 employees as direct reports.

Met personally with the company’s two largest customers in Bank of America and Sun Trust Bank, discussing special projects, production needs and mutual quality improvement opportunities.

Successfully reduced staffing from 30 to five FTE without any disruption to operations or issues with the labor board. E du c atio n & C lea r an c e

University of South Carolina, Coursework in Mathematics Top Secret / SCI Clearance with CI Polygraph (TS/SCI CI)

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