Brian Graver Email & Phone Number

Allentown, Pa, Us

Walnutport, Pennsylvania, United States

Lehigh Valley, Pa

Allentown, Pennsylvania Area

Implemented Microsoft Deployment Toolkit (MDT) 2013 for operating system and application deployment Migrated existing Dell OptiPlex 755 workstations from Microsoft Windows XP to Windows 7 Operating System Troubleshot and resolved intermittent freezing issue(s) with Virtual Desktop Infrastructure VDI / Dell WYSE P25 Zero ClientsBuilt PingFederate test server on Windows 2012 Operating SystemMonitored and maintained Commvault backup systemsMonitored and maintained SGI and Hitachi SANSProvided Help Desk Support for hardware and software to over 100 end usersProvided support for Toshiba PaperCut solutionWindows Active Directory administrationMicrosoft Exchange Server administrationOnboarding / Offboarding of employees

Seattle, Wa (Remote Position In Home Pa Office From 9/09)

Dedicated to providing the highest level of customer service in providing technical support for Mobility Mobile VPN software, and Locality \ Locality Cloud cellular network performance management softwareAssisted NetMotion Wireless technical support team achieve a 98% customer satisfaction rate for the last 4 years, and customer renewal rates of 96%Handled national post-sales technical support calls, and also pre-sales technical support calls for international customers, via phone, email, and web submissionUsed analytical skills and creativity to investigate, resolve, and create workarounds as needed for customers' technical issues, by employing knowledge, experience, and the appropriate diagnostic toolsAttempted to duplicate customer issues with lab equipment, using VMware ESXi, Windows Server 2003, Windows Server 2008, Windows Server 2012, Windows Network Policy Server (RADIUS), Windows Certificate Services (PKI), Windows Active Directory, Windows 8.1, DHCP, DNS, Windows 8, Windows 7, and Windows XPManaged multiple complex technical issues simultaneouslyAdvised and assisted customers with in place software upgrades, and also software migrations to new hardware or virtual machinesIdentified trends in issues and made recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer timeCommunicated solutions to customers of varying technical abilities in a professional manner, also provided frequent and clear communications to partners and NetMotion sales team when necessaryWorked with designated engineering team, escalated customer cases as necessaryLogged all issues as cases into Salesforce, and ensured that cases adhere to approved standardsIdentified "referral" opportunities and forwarded to sales team

Bethlehem, Pa

Resolve customer technical support issues with TotalRoam Mobile VPN softwareUtilize diagnostic tools and review debug files from customersAttempt to duplicate issues with lab equipment, using VMware ESXi, Windows Server 2003, Windows Internet Authentication Service Server (RADIUS), Windows Active Directory, Windows DNS and DHCP, Windows XP, and Cisco switch, router, and PIX firewallProvide workarounds as possibleWork with designated (Tier 3) engineering contact as necessaryProvide frequent and clear communications to customers, partners and Padcom sales teamLog all issues as tickets into the SalesLogix Support systemEnsure that tickets adhere to approved standards for ticketsIdentify “upsell” opportunities and forward to sales teamIdentify and prepare FAQs for posting on the technical support web siteIdentify trends in issues and make recommendations for ways to eliminate or reduce high frequency issuesMaintain, extend, and document the technical support labResearch, test and evaluate competing or complimentary productsContinually improve troubleshooting process

After being hired assisted in the consolidation and upgrading of six IBM AS/400 systems to two IBM AS/400 systemsResponsible for Systems Administration of IBM AS/400 SystemsProblem solved issues with IBM AS/400 software and hardware, placed service calls for issues with IBM AS/400 hardwareStarted Pencor Services LAN by implementing TCP/IP on the AS/400, this allowed PC's to connect to the AS/400 via Ethernet cabling, instead of using dumb terminals or Twinax cards in PC'sSelected to work with consultant to implement Microsoft Exchange Server, and Microsoft Windows file and print services for 30 initial users, overall growth was to over 25 servers and 400+ usersResponsible for maintaining the core Cisco 4510R layer 3 network switch that connected Pencor to it's divisionsResponsible for maintaining the NetScreen / Juniper firewall which protected web servers, a Microsoft VPN server, LAN to LAN VPN connections to remote offices and vendors, and other remote access solutions such as the Perle 833 4-Port Serial Remote Access ServerResponsible for maintaining equipment, making recommendations for new equipment, and also the installation of new equipment. Equipment included desktops, servers, network switches and firewallsImplemented SolarWinds Network Management Software so equipment and the network could be monitored via a web interface to aid in troubleshooting. Email notifications are setup to notify staff when certain equipment lost connectivity to the networkProvided backup support for Blue Ridge Communications Digital Network Control SystemResponsible for server backups using Tivoli Storage Manager to back up 25+ serversAssisted in upgrading/migrating Pencor Services Windows 4.0 servers to Windows 2000 Active DirectoryImplemented Symantec Antivirus Corporate Edition and Microsoft Software Update Services, which allowed servers and desktops to be updated with patches, and virus definitions with little or no user intervention

Allentown, Pennsylvania Area

Responsible for computer operations on IBM AS/400 systems in a 24x7 environment, including the supervision of three full-time, and six part-time computer operatorsProblem-solved software and hardware related issues on IBM AS/400 systems. Ensured that checklists and documentation were followed and maintainedWorked with IBM representative to make recommendations for IBM AS/400 upgrade plan

Allentown, Pennsylvania Area

Assisted PC Technical Analyst with installing software and hardware on PC'sPoint of contact for resolution of software and hardware related issues of PC'sProvided back support for computer operators when necessaryPoint of contact for resolution of software and hardware problems on IBM AS/400 system. Other tasks included monitoring of system jobs, printing and distribution of reports, loading backup tapes, and placing service calls for software and hardware related issues to IBM

Ran backups on IBM AS/400 systems, IBM RISC System/6000, and Novell serversMonitored jobs and contacted vendors / support when needed to resolve problems with software and hardwarePerformed software vendor(s) software updates as instructed by the Operations SupervisorApplied program temporary fixes (PTFs)Performed Initial program loads (IPL)Printed and distributed reports, bills, and invoices from census and financial day-end processing