Alvin Brown Email and Phone Number

As a member of the Reliability Operations - Digital Engineering Team, I support Client eCommerce websites. As a member of the Tech-Ops team, I am responsible for coordinating efforts to resolve incidents and defects. My role is unique in that this position takes a leading role in working with customers and the business community who have problems with digital platforms and facilitates an appropriate solution. We triage and assess reported problems and work directly with the development team to craft the necessary fix or configuration solution. We will work directly with the global customer care teams to provide and translate the technical findings for reported customer problems. Power BI setup.• Incident Management Triage and Resolution: Engage our regional business partners through the global ticketing system by reviewing and providing the initial analysis for new production incidents related to all digital properties.• Process Improvements and Documentation: Create and update documentation of existing processes. Coordinate with product teams to develop new triage processes for new products and updates to existing products.• Technical Liaison with Regional Business Teams: Facilitate review and priority sessions with regional teams in order to gain continuous feedback. Service Now configuration and ticket processing.• Develop a comprehensive understanding of the business processes as well as a strong working rapport with business users. Windows 10 Provided end-user support to all desktop and laptop users

My company provide computer support from desktop, laptops and a wide variety of service. Setting in home network pc service, custom design pc etc.

As a Monitoring Solution Specialist - ensured that the Monitoring tools that are currently in the customers environment are running and available, also solutioned / integrated those tools with the various custom COTS applications within the environment. Provided operational support to customers and end users of the Application and IT Infrastructure Monitoring Service. Utilized Service Now ITIL global IT service management best practice framework on aligning IT services with the needs of the business. Provided exceptional customer service and problem-solving skills.• Integrated new apps and infrastructure into the Application and IT infrastructure monitoring service.• Monitored plug-ins of existing applications, new developments and entire infrastructure - supported monitoring tools such as App. Dynamics, Nagios, SCOM, NNMi, Splunk• Worked closely with partner groups to dispatch and resolve Incidents/ Problems in a timely manner• Challenged existing industry-wide monitoring best practices and processes• Upheld policies and enterprise standards for application monitoring• Maintained the monitoring service products and lifecycle process within ITIL Framework• Supported environment upgrades and optimization to include installing and creating plug-ins for Monitoring applications in both Linux and Windows environments• Performed troubleshooting and analysis

• Experience creating reports and metrics in Excel, SharePoint, etc.• Maintaining and monitoring project plans, project schedules, work hours, budgets and expenditures.• Documenting and following up on important actions and decisions from meetings.Working with documentation tools such as, TFS and SharePoint.• Organizing, attending and participating in stakeholder meetings.• Also working within Data Center and providing Disaster Recovery experience.• Assist in creating new, efficient process and procedures for the new data center sites.• Provides office services by implementing administrative systems, procedures, and policies; monitoring administrative projects. ITSM Change Management system.

• Provide global L3 application support, resolve incidents, and fulfill advanced requests, handling in-depth changes to company infrastructure and application deployments. ServiceNow• Facilitate L4 application and server support, liaise with vendors and managed service providers, organizing upgrades, etc. Secondary support for manufacturing applications• Primary support of engineering products by Auto-Desk, Aspen-Tech, Bentley, Intergraph, Oracle, and many more. Windows 7, Windows 10, and Server 2008 R2• As a part of the M&E: Center of Excellence, develop and deploy complete and compliant enterprise application solutions to a user base of 11,000 people.• Business Analyst and Server Systems Analyst assigned to rationalize and Assess Global Site Application Server's content, compatibility, & associated costs. Experience working with vendors and end users.• Working with technical specialists, regional support divisions, and various vendors to determine support requirement, & purchase requirements. Creates and updates technical documentation.• Working to improve process model oriented around corporate change management procedure of server decommission and server upgrade, via HP SM7 and SM9.

Support various application within United Airlines, and some of those application are in-house and also some applications that are vendor supported where we work with the vendor. HP BSMExperience in gathering and documenting requirements/processes/training guides required.Ability to use Visio and flow out a business process and to perform various functions such as QA. Involves working well in a collaborative setting, supporting work team by volunteering for and completing assignments, acting as a positive team member by contributing to discussions, developing and maintaining both formal and informal relationships enterprise-wide, defines success in terms of the entire team through mentoring and knowledge transfer. And delivers quality work on time, translates planning into action by following applicable established procedures or methodologies, proactively monitors and controls task status by collecting and analyzing task data to anticipate and address barriers, appropriately communicates and resolves or escalates any problems that arise. World wide application support and MS Office 365 & Support for IIS applications Provide 24/7 high level critical incident management & support for operations impacting applications, servers & WAN/LAN/WLAN connectivity.ServiceNow App Dynamics to monitor and manage end-to-end performance of complex applications. L2 Application Support /On-Call 24/7 Support & App-Dynamics Multi-Team cooperation and supporting of application. F5 Support. Makes decisions within guidelines & policy and create simple workflow process Aligns process, & analyzes efficiencies and effectiveness of current solutions. Document training programs & monitor compliance and adherence to principles.

• Provided end-user support to all desktop and laptop users, including in-house and remote users.• Provide support to users in remote office’s and home office maintained all printers.• Configured desktop and laptops including performing and installing new images for workstations.• Set up and installed local network printers. Cisco VPN software configuration. • Supported Windows 7 end user support, Ms Office 2007/2010. Avaya Phone System.• Active Directory, creating, deleting users ID’s, password reset and unlock users accounts.

• Provided support and testing of applications RMS, THINK, GMS and ICS• Performed security administrative functions on various applications and system platforms.• Knowledge of configuration and maintenance of SQL Reporting Services.• Remote access to servers, Cisco VPN and re-image of servers from win 2003 to 2008 R2• Backing up databases, SQL installation and migration of all databases and service accounts• Support for IIS applications and also providing technical support to end users

Provided second & third level support. Also provided server support & SharePoint AccessPerformed security administrative functions on various applications and system platforms.Knowledge of SQL Server database administration & Administer/support multiple systems Active Directory, creating users ID's, password reset and unlock users accountsKnowledge of configuration and maintenance of SQL Reporting Services, SharePoint 2007Ensure adherence to security policies and creating groups & administer multiple systemsConfiguration of Arm application & Documenting the configuration of the system Server maintenance, backups, configuration, server updates, and provide technical support

• Performed security administrative functions on various applications and system platforms.• Troubleshoot all applications including setup configurations, remote access, RSA tokens.• Provided second & third level support. Also provided some server support & SharePoint.• Set up and created user accounts in both Novell and in Active Directory environment VMware• Advise incident responders in the steps to take to investigate and resolve computer security incidents.• Develop and maintained appropriate safeguards to protect JPMC information. Printer Servers• Maintained all user accounts and used Peregrine to track service tickets. Weekend On-Call Support.• Supported Windows 2000, Windows XP, Novell and Windows 7.• Monitoring of security events and develop security risk analysis scenarios and response procedures.• Ensure end-users receive accurate access while ensuring compliance with corporate policies & guidelines.• Participate in audit support task activities, as they pertain to information security, for both internal and external audits.• Interface with LOB information to identify potential access control risk issues.

Provided end-user support to all desktop & laptop users, including in-house & remote users.Provided support to users; Configured desktop, laptops including performing and installing new images for workstations.Setup and install local network printers. Cisco VPN software configuration.Ensure adherence to security policies and creating groups & administer multiple systemsConfiguration of Arm application & Documenting the configuration of the system Server maintenance, backups, configuration, server updates, and provide technical support

Provided end-user support to all in-house users & remote users. Used HP OpenView to track tickets.Supported Cisco 7912 & 7490 IP telephones and provided on-call support. Configured Nortel VPN.Configured workstations & laptops for deployment in all local & remote offices. PDA & Mobile Device'sTroubleshooted all applications and configuration of VPN software and applications. Some MigrationProvided second and third level support. Created and deleted accounts in Active DirectorySet up and configured Citrix Applications. Set up and created Right Fax accountsProvided On-Call 24/7 Support on weekends which was a rotated shift.

Provided end-user support to all desktop & laptop users, including in-house & remote users.Provided support to users; Configured desktop, laptops including performing and installing new images for workstations.Setup and install local network printers. Cisco VPN software configurationCreated user ID's and shared folders and use of Remedy to track tickets.Granted users access rights to shared drives on server and maintained all printers.Performed server backups, maintenance updates, data backups and restores including adding additional space on servers. Also setup and configure some Cisco routersPerformed all installations including installing telephones and local and network printers.Supported MS Exchange and performed adds and changes, including creating and deleting accounts.

Set up, configured, and installed Right Fax applications on servers. Performed administrator functions.Performed regular maintenance and data backups. Also set up user accounts for Right Fax app. v8.4Replaced and installed new Right Fax servers in new locations, including Houston, Findlay, and Ireland.Supported all aspects of RightFax application including adding, moving and changing user's accounts.

Supported all LAN,desktop & laoptop users in Panama & Brazil offices.Provided second and third level desktop, laptop, LAN and server support.Performed configuration of all units including tape backups daily and Cisco configuration.Maintained and supported VPN network for all offices in North, South& Central America.Performed Inventory control also setup & configure workstations, servers in our Brazil offices.Provided internal Inter-tel phone support (including in Spanish)Supported Windows NT 4.0, Win 2000Pro, Win XP Novell Netware. Performed daily network maintenance including daily and weekly back-ups. Supported and installed Citrix IFS, Lotus Notes R5, Notes 6.5, and RightFax Software. Used Remedy Software to track service tickets. Nortel VPN software configuration

Provided LAN and Desktop support also field support for 3 remote site'sProvided first, second and third level Desktop support & printer & laptop repairProvided users and co-workers training on various software and hardware issues.Supported Windows NT 4.0 and Novell Netware network with over 6000 nodes in 8 locationsProvided support for printer repair, desktop repair & mobile support to laptop users.

Provided LAN and Desktop support also field support for 3 remote sites.Provided first, second, and third level desktop, printer, and laptop support and repair. Provided users and co-workers with training on various software and hardware issues.Supported Windows NT 4.0 and Novell in 8 locations. Printer & mobile user support.Provided Helpdesk and Desktop support for Fluor Daniel special projects.

Provided Helpdesk and Desktop support for Fluor Daniel special projects.Provided users with formal and informal training on various software applications.Member of the IBM Exodus Windows NT 4 WS company wide roll-out project.

Provided LAN and Desktop support for Gtech, State Lottery and serviced remote site'sProvided support for the installation of Government's lotto terminals, data lines and ISDN lines.Serviced and maintained all lottery equipment.