WILLIAM (BILL) BROWN

aduxb2@r.postjobfree.com Santa Rosa, CA 95401

Https://www.linkedin.com/in/william-bill-brown 707-***-****

Operations Support Specialist I

Technology professional with demonstrated experience providing data center duties, providing desktop support, training, onboarding, analysis, data integration, licensing, and business intelligence support in the retail industry using Windows, Mac, and mobile devices. Proven proficiency quickly adopting industry specific terminology and processes. Develops strategic relationships with internal and external stakeholders to optimize resources, create problem-resolution channels, and deliver technically complex outcomes on-time and within project scope. Core competencies include:

Training Documentation Systems Analysis Software Development Life Cycle (SDLC) Business Requirements Process Improvement Data Integration Business Analysis Business Intelligence Process Automation Project Management Software Implementation Hardware Implementation

PROFESSIONAL EXPERIENCE

FRIEDMAN'S HOME IMPROVEMENT 04/2002 – 01/2022

Home improvement stores in Sonoma & Mendocino Counties, California.

Technology Analyst – Business Intelligence 11/2019 – 01/2022

Developed and wrote, including content design, implemented, and maintained Microsoft D365 ERP Run Book, over 200 pages of “how-to’s” documentation with over 10 years’ experience in pc and Mac support, customer onboarding, support, and resolving internal customer and desktop support issues for employees, veterans, and more.

Continued support for credit card/debit card interaction with ERP softwares: Microsoft D365 and Epicor Falcon.

Saved Friedman’s over 20% in work time, optimizing new hire onboarding, position changes, and terminations processes.

Learning Management Systems experience in setup with user data including licensing issues.

Developed, implemented, documented, trained, and maintained:

oAll new hires, position changes, and terminations for D365 software.

oResolved IT Help tickets, from ticket tracking software, for Mac users, Microsoft Office and D365 support for Leadership and standard users.

oD365 ERP solutions from Sunrise Support, VSTS requests, and Sunrise Support tickets and Active Directory.

oMarketing campaigns analytics in MS Power BI, Vizio, Access, and the balance of MS Suite.

oWorked on Mac integration into Enterprise and led integration team to bring in data to data center.

Information Technology Technician 11/2016 – 11/2019

Proficient in MS Office including Visio, and Google Suite and developed, implemented, documented, and trained end users in over 10 Microsoft Power BI Reports.

Developed, implemented, documented, trained, and maintained:

oPrograms achieving significant reductions in administrative expenses for office equipment, optimizing uses and costs.

oAll new hires onboarding, position changes, and terminations for Epiccor’s Falcon ERP software.

oProfessional Software for Kitchen Designers, increasing up-time for Designers.

WILLIAM (BILL) BROWN PAGE 2

Data Technology Technician 04/2002 – 11/2016

Developed, implemented, maintained:

oAnd trained over 300 X-Files (end user How To’s for Falcon ERP users and Tech staff) documents and training sessions.

oAll new hires, position changes, and terminations for Falcon software.

oProfessional Sales Quoting Programs for Friedman’s users.

oProfessional Software for Kitchen Designers, increasing up-time for Designers.

oBusiness expenses program for IT equipment

oAdditional Falcon processes and shared with Epicor for missing documentation

FRIEDMAN'S BROS HARDWARE 05/1999 – 04/2002

Hardware stores in Sonoma & Mendocino Counties, California.

Data Technology Technician 05/1999 – 04/2002

Developed training and trained 350 users in 3 weeks prior to implementation of Falcon.

Resolved Falcon user/technology issues for new Falcon software

Documented various Falcon processes and shared with Epicor as no documentation existed.

EDUCATION / PROFESSIONAL DEVELOPMENT

MASTERS IN COMPUTER SYSTEMS & MANAGEMENT

University of Phoenix (while working at Friedman’s)

BACHELOR OF SCIENCE, AERONAUTICAL ENGINEERING, summa cum laude

Cal Poly, San Luis Obispo

Microsoft Courses (Excel, Word, Access, and PowerPoint), My SQL, Adobe Photoshop, Adobe Illustrator, Santa Rosa JC

DAX (Microsoft Power BI Programming), online and on own study

Microsoft Teams, online and on own study

SQL Server Reporting Services (In Progress)

Microsoft D365, 1 – 3-Day training

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