Brian Eppler Email & Phone Number

Scottsdale, Arizona, United States

IT support over the phone, email, and on-site for multiple clients.Ticket and SLA tracking in AutotaskWindows Server supportWindows managementGeneral and advanced Windows and Mac troubleshootingMachine imagingOffice 365 administrative and user supportOn-site hardware supportFirewall support, Sophos, Sonicwall, etc.Windows patching through continuumVM SupportOutlook and Exchange supportNetworking support, modems, switches, routers, access points, wiring, static and dhcp set upUser set up and management in Active DirectoryTroubleshoot DNS, DHCP, and Static IP issues.

Set up and deploy work stations for usersTroubleshoot internal software and PC issuesMaintain networkSet up and deploy software to work stationsAssist users in backend training for Word Press and ShopifyAssist users in troubleshooting Windows and Mac OS issuesTrain users on how to use proprietary softwareCreate digital ads using Adobe Creative SuiteMaintain records using Google and Microsoft OfficeCreate and publish applications in Google Play and Apple App StoreGeneral customer service via phone and internet support

Tempe, Arizona, United States

Add and remove users in Active DirectoryRemove and set up user access and roles in various finance and payroll systemsCreate new user roles for various levels of accessSet up multi factor authentication accountsPerform audits of current users and their roles, as well as verifying proper authorization was granted at the time of user set upGenerate weekly and monthly reports for team statistics tracking number of cases closed, users provisioned, SLA breach percentage, and ticket error rates for team and individual team members.Lead a team of four. Worked directly with other technology teams to create and improve processes.Worked directly with managers of other technology groups on high priority and escalated cases.Assign and track tickets using Sales Force.Review and improve current processes and procedures. Developer new processes and procedures based on company needsResearch issues with requests and accesses levels, provide summary of what occurred and develop procedures to prevent such issues in the future

Tempe, Arizona, United States

Subject Matter ExpertIncident management and SLA tracking through ServiceNowActive Directory password resets and group verificationSCCM remote outward installation and SCCM remote user supportEricom remote support for POS systemsGenetic Security support for security camera systems and video archivingAzure mobile device management for iPhone and Windows tabletsRSA two pass authentication account reset, troubleshooting and token distributionMicrosoft Office suite and Office 365 supportMicrosoft Windows 7 and Windows 10 support including migrationsConfigure and troubleshoot shared network drivesWork aging tickets and escalationsFloor support for tier 1 representativesAudit tier 1 tickets for quality assuranceCitrix troubleshooting for remote agentsTrain new hire employeesServer support through ILO

Phoenix, Arizona, United States

Incident management and SLA tracking through RemedyWork escalated tickets for phone, TV, and internet issuesWatchdog home and business security system supportProvision phones and phone features in digital switch systemProvision and troubleshoot email accountsFloor support for tier 1 and tier 2 representativesPoint of escalation Virtual switch work including provisioning new lines, setting up hunt groups, adding and changing call featuresAnswer inbound support calls