Brian Culbreth Email & Phone Number

Pasadena, MD, US

Baltimore, MD, US

• IT Support Services Manager | Think Systems Inc. | Baltimore, MD/Remote03/06/2023 – 09/06/2023 | Contract position for non-profit Lutheran Immigration and Refugee Service | 40-hour week09/06/2023 – Present | Lutheran.
• Lead IT Support Services team to provide overall helpdesk and deskside support.
• Build dashboards in Jira to confirm the ongoing daily happenings such as:o Ticket count.o Time spent on issues.o Recurring issueso Monthly ticket numbers (Trends)
• Complete comprehensive process improvement plans to streamline operations.
• Conduct project management responsibilities with internal and external representatives.o Successfully completed migration of on-prem hardware to Azure Cloudo Successfully completed vendor PenTest and conducted.
• Provide operational guidance to maintain current SLA’s (Service Level Agreements).

Denver, CO, US

• Lead Operations team to ensure process improvements for a team of 250 project implementation specialists.
• Design, implement, conduct training, and maintain new project management tool from OpenAir to Wrike platform.
• Successfully built and maintained 15+ dashboards created from data within Excel, project management tool, and ticketing system.
• Complete month-end revenue recognition process to ensure accurate project data for financial recognition.
• Training – New hire training and training amongst the active 250 implementers on new process improvements.
• Administer system performance and failures on 3 systems.o Wrikeo OpenAiro Smartsheet

Leesburg, Virginia, US

• Lead a team to triage, resolve, and follow-up and site related issues for healthcare.gov in an AWS environment.
• Monitor server, network, and application traffic to ensure site availability using the following systems:o Dynatraceo Splunko NewRelic
• Conduct incident management routines to ensure quick resolutions to any site performance issues utilizing the following ticketing systems:o ServiceNowo Jirao Remedy
• Gather data to identify key issues and build processes to improve site performance.
• Set, enforced, and optimized internal processes to maintain efficiency and responsiveness to demands.
• Notified stakeholder and upper management for expected and unexpected downtimes on each part of the healthcare.gov website.

Vienna, Virginia, US

Columbia, MD, US

• Primary responsibility is to maintain coverage in the Exchange Operations Center (XOC) and identify any issues that may slow down the response of the EIDM/Healthcare.gov websites.
• Assist with new hire training, showing the new hire around each system that we use for monitoring.
• Work on finding better ways that the Ops team can locate issues using past data.
• Working with the Ops team so that when an issue does occur everyone is up to speed on all processes that should be taking place in a timely manner.
• Working with CMS GTL’s to identify what additional needs they have.
• Complete RCA’s (Root Cause Analysis) when issues do occur.

Columbia, MD, US

Monitor traffic for CMS, and complete routine smoke tests to confirm availability. Other duties include reporting deliverable's such as overall downtime, availability, and planned outages. Create and update SharePoint and Wiki pages for new processes and duties.

Bethesda, MD, US

Provide on-call support to 50,000+ user environment. Initial triaging and provide first-call resolution. Experience with Remedy and ServiceNow ticketing systems.