Desktop Support Customer Service

Brian Carlson

IT Service Manager / Desktop Analyst Profile / IT Project Manager Profile

****************@*****.*** • 847-***-****

www.linkedin.com/in/brian-carlson-06091991

• Osprey, Florida 34229

Summary

Innovative, resourceful, and tech-savvy professional with a sharp operational acumen, passion for service excellence, and 15+ years’ success delivering turnkey IT solutions within ever-evolving technology industry. Practical understanding of IT processes and procedures, field engineering practices, technical sales techniques, and desktop support functionalities. Hands-on experience in recruiting and onboarding staff, developing innovative solutions, maintaining It systems and resources, and analyzing desktop support processes to facilitate improved operations and efficiency. Expert in overseeing multiple full-cycle technology projects and ensure completion within the triple constraints of time scope and budget. Instrumental in maintaining effective client communication, establishing productive relationships with all stakeholders, and resolving critical issues within high-pressure environments. Creative problem solver, excellent team leader, and expert trainer with proven ability to propel teams and projects to peak results. Superior analytical, organizational, time management, and interpersonal skills.

Education

Associate of Applied Science in Electronic Technology

DeVry University Chicago

Chicago, Illinois

Certifications

A+ Certified

Certified HID/Fargo ID Card Printer Technical Support Associate

Certified HID/Fargo ID Card Printer Sales Associate

Areas of Expertise

IT Service Management

Network Administration

Data Protection & Security

Supply Chain Optimization

Physical Network Installation

Backup & Disaster Recovery

Technical Service & Support

Team Building & Leadership

Quality Assurance & Control

Staff Training & Development

Full Cycle Project Management

IT Solutions Sales & Marketing

Staff Interviewing & Onboarding

Consultative & Solution Selling

System Installation & Configuration

Problem Solving & Issue Resolution

Client Communication & Satisfaction

Technical Proficiencies

Platform:

Windows Server 2012-2019, Windows 10, Red Hat Linux, Sonicwall OS, MAC OS

Networking:

TCP/IP, VOIP, IPTV, CCTV, LAN/WAN networks, Network Services (DNS, DHCP, NAS, Email), VPN/Remote Access Technologies

Systems:

Dental Practice Management Systems (Eaglesoft, Dentrix, Carestream), Digital X-ray Sensors and Systems (Dexis, Kodak, Gendex, Vixwin), Carbonite, Sonicwall Firewalls

Hardware:

Windows Servers, Windows Clients, HID/Fargo ID Card Printers, ID Card Lock Systems, Temperature Sensors, Panoramic X-Ray Machines, Intra-Oral Camera Systems, Routers, Switches, Hubs

Career Experience

Christensen Computer Company – Rolling Meadows, Illinois 1990 – Present

Service Manager / Field Engineer

Spearhead full spectrum operations of the Chicago-based office and orchestrate all bottom-line factors to deliver best-in-class IT solutions. Oversee all aspects of sales, marketing, supply chain, staffing and recruitment, and customer service management functionalities. Hold concurrent responsibility for quoting complete projects or requested services, managing change requests, allocating resources, interviewing and onboarding employees, and conducting performance evaluations. Internal resource to install, maintain, and troubleshoot computer network and related hardware.

●Managed multiple end-to-end technology projects simultaneously, including project planning and scheduling, progress and health reporting, quality assurance and control, and client communication.

●Enhanced client satisfaction and generated repeat business by complying with SLAs, proactively resolving issues, and maintaining effective communication through the project lifecycle.

●Achieved YOY sales growth targets by identifying new business development opportunities and executing aggressive marketing campaigns.

●Built the reputation of a Subject Matter Expert for evaluation of client environments from physical site surveys to architectural drawings interpretation and logical configuration assessments.

●Improved systems functionality by installing, configuring, maintaining, and troubleshooting of computer network and related hardware.

●Provided leadership, oversight, and training to a multi-cultural team of employees to stimulate peak performance and achieve KPIs.

●Maintained accurate inventory of required materials by optimizing ordering process and supply chain procedures.

●Ensured completion of technical projects within the triple constraints of time, scope, and budget.

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