Bobby Brown Email & Phone Number

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham-Chapel Hill Area

Raleigh-Durham, North Carolina Area

• Senior and escalation level support specialist assigned to remotely cover Asia Pacific region as part of the US based 2nd shift team.
• Founding support engineer tasked with steering away from on-call style weekend support and towards full on-shift support
• Designed and implemented training to provide new hires with foundation for documentation of all necessary aspects of daily case workflow including the content and proper formatting required to provide all data.

Raleigh-Durham, North Carolina Area

• Subject matter expert in the Hardware vertical responsible for resolving warranty, premium, and top enterprise customer issues via telephone and web based communication.
• Served as primary senior Level 2 resource for team members needing assistance/guidance; as well as for management needing dedicated focus for highly visible customer facing support and documentation
• Designed and implemented methods to close technical gap between Level 1 and Level 2 support centers by opening daily communications and providing highly needed on-shift training for Level 1 engineers
• Collaborated with Escalation Engineers and various cross functional teams in complex business critical situations to provide end solution, capture information, and generate knowledgebase articles for future reference
• Excelled in documenting technology issues, ensuring customer matters are promptly addressed, resolved in a timely and professional manner exceeding customer expectations and professional standards
• Expanded knowledge outside hardware vertical team to include Fiber Channel based MetroCluster, SAN switches/networking, and Virtualization

Pittsburg, Texas

• Oversaw all aspects of technology including 400+ computers, servers, and iDevices for 700+ students, teachers, and administrators on high school campus.
• Implemented modern interactive teaching methods by installing projectors and smart boards in all classrooms while assisting teachers with developing new lesson plans based around these new technologies
• Eliminated cost associated with 3rd party website maintainer by establishing internal website hosting and development platform which was used to redesign school and district websites providing a more modern, visually.
• Oversaw the implementation, integration, and expansion of the newly released iPads into classrooms for both teacher and student consumption and use

Mount Pleasant, Texas

• Managed small team tasked with designing the layout, building, and publishing of daily newspaper to both physical paper and digital media.
• Designed and implemented new template system based around modern publishing software to help streamline daily process of combining articles, photos, advertisements, and fillers into an end product ready for publishing
• Implemented new server technology which provided central data storage for all articles, photos, advertisements, and fillers which helped in reducing the daily production time by 20%
• Oversaw installation and implementation of digital direct-to-plate printing method which helped lower cost and save time during preparations for paper publication by removing the need to first print to film

Mount Pleasant, Texas

• Designed, built, installed, and maintained all computer, server, and network hardware/software for web development, web hosting, dial-up ISP, and LAN/Gaming center.
• Founded company to provide both web development and hosting to small business in local area and region
• Expanded company to provide low cost dial-up internet access to economically challenged area while also opening LAN/Gaming center for public computer and internet access