Brian Allen Email & Phone Number

Warren, Pa

Providing Desktop support for Customer Service Representatives in the Warren office and remotely.

Tucson, Az

2-3 month contract imaging and deploying updated windows 10 assets as part of the refresh / upgrade project.Developed a Ubuntu solution for wiping drives where conventional tools failed thereby prepping the device for auction and allowing income to be derived from otherwise wasted devices.

Tucson, Arizona Area

Contracted position as an IT Technician working special projects: Developing dashboards for tracking production and workload using Excel and Cherwell. Remotely updating remote workgroup Windows 10 computers to meet PCI Compliance and remediating detected vulnerabilities detected using Qualys network scanning software Develop and troubleshoot Cherwell Service Management implementations

Tucson, Arizona

NTT Data acquired Dell Services Lead a team of Desktop Support technicians providing break/fix and IMAC support to approximately 3000 computers in 3 hospitals. Worked through assumption of service during two acquisitions, developing processes and procedures to provide consistent customer service yet migrate process changes from one system to the other with as little end user disruption as possible. Maintained team reporting and monitoring processes which produced a team with over 95% customer satisfaction performance. Received numerous awards and accolades for excellent customer service. Perform various managed client services for Ascension Health. These services include: IMAC, Break Fix, Desk Side Support, etc. This role combines strong technical skills with an emphasis on delivery high level of customer service, maintaining over 95% customer satisfaction. Received the Dell Champion award for outstanding performance.

Increased front office efficiency and owner management capabilities by: Designing, developing, and administering customer and production tracking database, utilizing an Access 2003 database enhanced with a VBA front end. Converting 20 year old paper-based product estimating process into a user-friendly Excel 2003 VBA enhanced spreadsheet thereby eliminating manual calculations and costly errors and omissions. Evaluating, customizing and implementing a CAD based system providing detailed shop drawings and customer estimates. Provided outstanding service to our customers by: Creating and maintaining commercial website with web form and product catalog capabilities Overseeing customer orders through the entire production and installation process Investigating and resolving customer complaints and warranty issues in a timely yet cost efficient manner

Managed team of Technical Support Representatives providing end-user technical support for Microsoft Operating systems.Improved manager's ability to monitor their team's performance metrics by developing an Excel spreadsheet combining up to 6 different data sources and filtering statistics per team member.Coached agents into performing efficient technical support while remaining cognizant of call center metrics and requirements thereby improving overall individual and team performance.Awarded Microsoft Outstanding Customer Service Award, nominated by team members for providing outstanding service to customers though direct interaction and team performance.Served on Southwestern Bell DSL technical support start-up team needed for rapid deployment. Determine organizational structure, metrics, policies and proceduresSelect agents from pool of current Microsoft Technical Support agents or new hiresDevelop training materials and proceduresProvided end-user technical support for Microsoft Windows operating systems via inbound call center. Provided recognized quality customer support while adhering to performance metrics as to call time and customer satisfaction.

Supervised a team of 20+ bargaining unit employees in 4 departments manufacturing and shipping 60 tons per day of fine book paper.Improved team performance by developing strong team loyalty and excellent interpersonal relationships which encouraged a cooperative environment between the union and management.Increased production and decreased waste utilizing my 9+ years paper machine operations experience. Paper Machine Crew Served as Crew Leader of a 4-person crew operating a fourdreinier paper machine producing fine book paper. Responsible for meeting production quota and product quality while reducing waste and loss during grade changes. Ensured crew safety and productivity through adherence to procedures and education.

Graduate Certificate, It Project Management

Bachelors Of Science, E, Business

Masters Of Science, Computer Information Systems