Ben Brown Email & Phone Number

Lenoir City, Tn, Us

Knoxville, Tennessee, United States

• Partner with Engineers, Administrators, Architects, Developers and Project Managers to plan implementation of complex, technical monitoring solutions and architecture.• Administer and maintain the following apps and tools: Splunk, Dynatrace, Broadcom Unified Infrastructure Management, and IBM BMC Discovery• Proactively implement and configure monitoring and observability solutions.• Create an appropriate IT service management framework for tracking and maintaining the standards of monitoring and the monitoring service catalog.• Responsible for coordinating and conducting meetings with technical staff and IT leaders on deliverables and processes.• Track deliverables and holds technical peers accountable for delivery of tasks in support of ITSM disciplines.• Creates executive level presentations and reports on the functions within the ITSM discipline.• Utilize best practices and provide recommendations to improve problem identification and response time in enterprise systems and applications.• Responsible for providing 24/7 on-call coverage on a rotating basis.• Responsible for IT service management (ITSM) activities associated with the successful implementation and configuration of real-time monitoring, alerting and reporting of the enterprise infrastructure (Network, Servers, Storage, Databases, etc.) and applications.• Define monitoring process and procedures in parallel with functions within capacity management and configuration management.• Work as part of a team of Engineers to deliver and standardize monitoring related services and Event Management.• Collaborates with a cross-functional team responsible for delivering the monitoring solutions for new technologies, services and applications• Windows and Linux Admin experience

Knoxville, Tennessee, United States

• Responsible for leading and driving restoration efforts during IT and Engineering incident bridges.• Responsible for holding After Incident Reviews do determine what went well and what could be done differently during an incident.• Responsible for working with internal teams to obtain an official Root Cause Analysis for Incident Management led outages.• Open and track Problem Records for IT, Engineering, and Telco related incidents.• Responsible for creating actionable SMART tasks that are used to track action items that have been created from incidents.• Responsible for leading Security Incident discussions involving a variety of privacy and security issues.•Follows the Problem Management process to help diagnose solutions to prevent future incidents.

Knoxville, Tennessee, United States

Knoxville, Tennessee Area

• Utilizing the current alarm handling processes, perform escalation tasks inside the IS organization using SLA and Severity Matrix timelines.• Based on the severity level of the occurrence, coordinate restoration actions, including service dispatch, with US Cellular Incident and Problem Management teams and vendor partners.• Participates in the ITSM Change Management process and contributes to it, including change deployment and communicating Infrastructure Operations processes to other teams.• Provide problem triage for both infrastructure and application systems within SLA time limitations.• Performs monthly OS patching of Non-Production and Production IS and Engineering servers.• Assists with job scheduling, submitting of ad hoc batch job requests, and resolution of performance issues with batch jobs and file transfers• Taken on-call responsibilities and provided shift coverage as needed

Responsible for a team of associates who took inbound calls in a call center environment.

Knoxville, Tennessee, United States

Responsible for Tier 2 technical support

Knoxville, Tennessee, United States

Responsible for assisting customers with tier 1 troubleshooting, account/billing questions, and providing information about our products and services.

B.S. Cybersecurity And Information Assurance, Cybersecurity And Information Assurance

Computer Programming