Brian Kough Email & Phone Number

Frederick, Md, Us

Frederick, Maryland, United States

• Provide technical help desk services for Windows, Microsoft Office, and other applications to both local and remote users• Configure, distribute, and manage the technology within stores as well as preparing equipment for initial setup and decommissioning of depreciated equipment• Install and customize small systems such as PCs, thin clients, VoIP phones, tablets, and other devices• Streamlined deployment of hardware, software, and credentials for newly hired employees• Provide L2 tech support to over 300 stores and various remote and local users as well as occasional L3 support to on-site employees• Monitor and manage network uptime for all stores as well as assist with correcting any issues and providing vendor with relevant information should their intervention be necessary• Assist non-technical users with preforming complex networking tasks via phone support• Created a tagging and tracking system for depreciated hardware and other hardware not currently in use• Spearheaded an initiative to recycle depreciated hardware and organize main IT storage room and server room• Manage large batches of new hardware from accepting and tracking original shipment to configuration and deployment

Frederick, Maryland, United States

• Resolve technical problems quickly and efficiently while escalating tasks to L2 service technician as necessary• Maintain and track accurate location, configuration, and inventory of all on-site printers• Respond to trouble calls and emails in a timely and professional manner while meeting service level agreement (SLA) time frames• Implemented and configured new devices.• Document daily tasks as well as ticket interactions in an in-house designed tracking system• Consistently maintained situational awareness to management personnel of recurring issues and associated problem patterns, providing viable solutions and workarounds.• Track supply usage to maintain adequate par levels for weekly supply orders• Cognizant of relevant site compliances and security policies; ensuring compliance and adherence as required.

Hunt Valley, Maryland, United States

• Extensive use of Help Desk ticketing software• Frequently use Microsoft Active Directory• Support both Windows 7 and Macintosh OS X computers• Provide support both over the phone, via email, and through a ticketing system• Extensive use of Microsoft Office

Frederick, Maryland, United States

• Quickly learn new tasks on an as needed basis • Demonstrated ability to effectively work in various environments• Proven ability to adapt to various positional responsibilities and requirements• Experience working with various phone systems, copiers, and postage machines• Extensive use of Microsoft Office tools

Hagerstown, Maryland, United States

• Member of Helpgate team charged with assisting peers with procedural questions• Acted as a floor walker in new hire training class to assist trainer with educating peers on workflows and procedures• Mentored to several new team members to assist them in understanding non-procedural job requirements• Simultaneously worked with multiple propriety account review programs, people search products, and Microsoft Office• Received several service and client based awards such as Star Player Awards• Direct customer contact by placing outbound calls and taking inbound calls