Brent Cole Email and Phone Number

Conducting troubleshooting and resolution of end user support issuesProviding end user desktop and application supportPerforming necessary troubleshooting steps to resolve problem or determine appropriate fixCreating trouble tickets using appropriate trouble ticketing systemCompleting all onboarding/offboarding tasks, including new hire setups, installing desktop hardware and software, personal and network printer hardware, and setup and configuring VoIP and other Enterprise Solutions as neededEnsuring all system and account access is disabled when employment terminates in a timely mannerProcessing returned equipment to prepare for proper disposal or redeploymentPerforming internal IT audits as necessaryPerforming server administration tasks as neededPerforming security reviews and tasks as neededPerforming Microsoft Exchange and 365 functions as neededPerforming Okta administration daily

Work with End users in the Kindergarten through 12th grade school district.Resolve IT related issues with Hardware, Software and Peripherals.Responsible for Cisco CUCM voice for managed services.Responsible print managment and print services.

Client: Federal Aviation Administration● Responsible for the day-to-day activities of the telecommunications area for the FAA, including troubleshooting T1s, DS-3s, fiber lines, and all CAT 6 lines to ensure optimal network performance. ● Assess and monitor the Federal Aviation Administration's (FAA) current and future telecommunications environment to ensure that the FAA's telecommunications network is up-to-date, secure, and meets the changing needs of the aviation industry. ● Identify existing site conditions and configurations, implementation status, engineering and technical requirements, network and system requirements, and execution timeline to understand the current state, identify potential risks and challenges, and track changes. ● Provide support for installation, testing, and acceptance of telecommunications hardware and software in accordance with commercial and government standards for the Avaya phone systems and PBX lines in the Kansas City Metro area to ensure telecommunications are working correctly. ● Perform cabling infrastructure for all servers and switches; rack and stack of new Avaya, Cisco, and Juniper servers; and FAA-specific solution upgrades and configuration changes.

● Advised clients on the support and implementation of client software upgrades and ongoing maintenance of CareAware products, including User Acceptance Testing (UAT), training on workflows and configurations, upgrade implications, system changes, and enhancements to upgrade their software and maintain their CareAware products without disruptions. ● Completed the full solution build, taking responsibility for the build quality score and follow-up actions, and provided suggestions for improvement. ● Created and implemented assessments, executed test scripts, and recorded changes from the current to future state for end-user functionality to improve the customer experience and decrease the number of support tickets. ● Worked across the organization to solve problems, suggested solutions, and escalated issues to identify and resolve issues in a timely manner. ● Performed testing of new code level in clients' non-production and built domains for CareAware Products. ● Knowledge of scheduling processes in both Hospital and Clinic settings and the associated Cerner build experience with Add Appointments Plus, Guided Scheduling, Orders-to-Scheduling, Cerner Build Tools, end user position build and maintenance.

● Trained and oversaw a team of associates to handle work queues in accordance with service level agreements (SLAs), document investigations, diagnose issues, triage problems, and report on issue resolution. ● Provided technical support for internal tools, applications, and processes for computer hardware, telecom, and network systems, including application software, operating systems, and connectivity. ● Performed hardware and software maintenance such as upgrades, virus scans, system moves, and documented changes in partnership with third-party vendors. ● Worked in accordance with information security policies and procedures in safeguarding corporate and client technical assets and took appropriate action to prevent and report security compromises. ● Provided remote technical support for client hospital staff for technical issues with email, hardware, etc.

Client: JCPenney● Installed and supported products, processes, and hardware related to the execution of supported customer's daily business operations. ● Managed and coordinated pick tickets and UPS shipments. ● Provided technical support for low to medium-complexity issues, including installation, set-up, maintenance, cabling, and replacement of all network hardware and racking and stacking.

Client: Bank of America● Implemented data center and network switch infrastructure following architectural governance, standards, and policies. ● Interfaced with internal stakeholders and external suppliers/providers, architecture, product engineering, product management, and business management. ● Managed service requests, including successfully completing requests and maintaining data quality standards for network software, Cisco switches, printers, and networks at branches.

●Supported the Avaya phone systems (S8700 and S8800) and handled all the PBX's for Liberty Mutual servers. ●Monitored the operation of the network to ensure the proper functioning of lines, hardware, software, and TT1s and worked with third-party vendors on problem analysis and resolution. ●Identified and resolved complex telephony network problems utilizing structured troubleshooting methods, best practice techniques, and tools for testing. ●Prepared and maintained standard operating procedures for the telephony network, technical specifications and documents, drawings and system documentation, and operating manuals. Also, established capacity performance monitoring. ●Oversaw, assisted, and trained lower-level network analysts, engineers, and support analysts. ●Supported Nice Perform 3.1 Servers and 4.1, Nuance Servers, Modular Messaging and Intuity Audix Servers, AES Servers, Avaya Session Manager and SIP trunking, Avaya CM 6.0, Avaya SAL, Avaya CMS Version 16 and 17.●Collaborated with a team using Windows Imaging and SCCM to configure desktop clients.

● Worked on Avaya phone systems and handle all the PBX’s for the Kansas City Metro area● Installed VOIP phones throughout the metro area● Troubleshot T-1’s and report trouble tickets to Verizon, At&t● Responsible for the day to day activities in regards to the Telecommunications area for the FAA

● Supported multiple Avaya Communication Manager 4.x and 3.x systems for 42 port networks and 6 media gateways for approx. 10,000 stations● Networked Modular Messaging with Message Networking Server with HA CMS, NICE 8.9 and NICE Perform Call Recording● Avaya Site Administration (ASA), Avaya Multi Site Administration, Avaya Fault & Performance Monitoring (FM), Avaya Quality of Service Monitoring Manager (VMM), Avaya Modular Messaging, and Avaya G3r● Installed the AVAYA VOIP phone system across different departments within the company● Administrated Avaya S8500/S8700 system in a Multi Gateway environment● Migrated users from a Siemens phone system to Avaya Unified Messaging platform; migration from Siemens PBX to Avaya PBX and VoIP platform● Supported call center environment utilizing CentreVU, HA-CMS and Vectoring● Scheduled assigned and monitored MACs and trouble reports and supported many Daily Moves/Adds/Changes (MAC) for administration of analog, digital and VOIP stations● Supported Cabling Infrastructure - troubleshooting connectivity (layer 1) issues, pulling new cables as needed, cable management● Troubleshot T-1’s, bad port network cards, and replaced port network cards● Handled many incoming Avaya ACD calls on IT helpdesk and troubleshot the PC problems● Mentored/coach less experienced associates when needed first level support for all of DST’s associates● Used Active Directory to reset LAN passwords● Troubleshot first level support for Lotus Notes software● Used Remedy/Magic ticketing system● Supervisor of National Helpdesk for DST Systems internal and External customers.● Supported all of DST’s proprietary software● Used Ghost Software to Image PC’s● Worked with end-users to identify correct solution to their PC needs● Organized and ran conference calls for high level issues for DST’s PC environment