Customer Service Tier 3

Phone 508-***-****

E-mail **************@*******.***

Hopkinton, MA

Brian Harris

Experienced technical professional with extensive knowledge in service, deployment, system auditing, networking, analytics, testing and configuration. Passionate about quality customer service and client satisfaction with outstanding interpersonal skills.

Barracuda Networks Chelmsford MA

Escalation Engineer Tier 3

May 2016 – September 2024

Provided tier 3 escalation support for the Intronis cloud based backup management software for in-house tier 1 & 2 support representatives. All irresolvable issues from tier 3 then are then escalated directly to the development team via JIRA for code changes.

Managed B2B relationships to MSP cliental.

Provide feedback to management on process and training of personnel.

Worked with Sales and Partner Management to be point-of-contact for technical consultations.

Provided development teams status on the impact of ongoing unresolved issues affecting the customer base.

Supplied roadmap to new product features and usability improvements for product managers and developers.

Partners HealthCare Wellesley MA

Service Desk Analyst

February 2016 - May 2016

Oversee and facilitate the implementation of the Epic patient record tracking and archiving system.

Implemented security for internal and remote users.

Provided support for end-users

Documented escalations for engineering.

Client Confidential - NDA - Contract Boston MA

Systems / Statistical Analyst

April 2015 - November 2015

Administered data quality analysis for existing projects.

Conducted policy analysis of data acquisition methodology.

Provided analysis of SOPs of data analysis and data acquisition.

Resolve Internal and external IT issues.

SeaChange International Acton MA

Business Systems Analyst

February 2012 - February 2015

Acquired data directly from SQL databases from customer sites to enhance system performance and monetization.

Manually replicated data from SQL server (Customer service database) to Oracle (Contracts/Billing database) during a multi-year transition to SQL to provide consistency between systems for the change-over.

Worked with Marketing to display SeaChange products in the best light possible with the proper spin on the data we had currently available to us.

Created functional requirements and reporting for customer statistical data flow from existing SQL Server Service Request data.

Conducted regular data analysis, data scrubbing, and SQL queries which were presented to Sr. VP level management.

Validated procedure cases and requirements in system testing.

Site/Systems Auditor

January 2002 - February 2015

Developed, implemented, and maintained customer inventory management system.

Identified hardware systems and software licenses remotely at customer locations and modified support contracts to correspond with what is being utilized by clients. Functioned as team lead on licensing, product data, and configurations. Implemented projects from data gathering and analysis trough setup to deployment.

Provided reports on SLAs to both Contracts and Legal teams in compliance to the TL9000 standards. Validated future contract data using SQL scripting on remote sites. Updated functional customer requirements, created agreements with legal department for clients.

Functioned as first point of contact for customer, sales and vendor representative.

Sales Engineer

January 2000 - February 2015

Provided audit data to sales team for recommendations towards upgrades and expansions.

Technical Support

December 1997 - January 2012

Provided Level 2 technical support for digital video insertion products, both hardware and software, utilized frequently by the cable and broadcast industries. All unresolved issues were escalated directly to engineering via JIRA.

Performing ETL services in SQL for customers while still complying with FCC regulations. Installed, supported and configured both SQL and .NET, which were necessary for our proprietary software to run properly. All databases are relational and configured with replication and exist in data warehousing environment. I have created and modified stored procedures to perform remote backups, system auditing, and automated system maintenance.

Responsible for all hiring of new technicians for all product lines

Produced reports for customer incidents, software configurations / versions, and installed hardware, for both internal use and to be provided to customers.

Provided product training for customers and new technicians.

SME for Transcoders and Ad Routers

Customers include Comcast, Verizon, Time Warner, Cablevision, and AT&T.

Northeastern University - Engineering Major

Maintained a GPA of 3.95

Other training

Microsoft SQL Server database administration

SeaChange Video Servers

TCDP/IP for Microsoft networks

IP-centric, high-density multiplexer

Hardware Essentials

Configuration of Cisco & HP routers and switches.

Certifications

Microsoft network essentials

Microsoft hardware essentials

ESD Cert

Microsoft Windows 95

Cisco routers

Microsoft Word

Microsoft Windows NT

ISO9000

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