Brian Guenther Email & Phone Number

Lake Mary, Fl

• Diagnosis & Troubleshoot via telephone /email for enterprise Tier 2/3 issues for Premier Microsoft Office 365 Outlook and Exchange Online customers • Apply Diagnostic techniques to identify problems, investigate cause and recommend solutions to correct failures. • Demonstrating case management skills for each customer by managing timelines and complexities; following up with customer to ensure their issue has been fully resolved. • Consistently ranked with a maximum score based on quality case audits.• Recognized for 5 Star Customer Service.

Lake Mary, Fl

· Primarily responsible for the case handling and troubleshooting of locally escalated priority 1 outage cases. The general nature of these cases involve heavily impacted production environments with thousands of users unable to access critical data.· Case handling includes hardware fault isolation and software troubleshooting to identify configuration deficiencies or a bug encountered in the current software.· Configuration and administration of the Data ONTAP 7-Mode and Cluster mode Operating system using the Command Line.· Nominated for Employee of the Month for May 2016, Oct 2017 and June 2018.· Received several letter of recommendation for outstanding service the customer and the Account team.

Orlando, Fl

Planned, organized and managed the technical aspects of the Broad Band Multi-Link (BBML) program for in-Flight Internet on private jets. Configured Windows 2003 Server and Cisco networking software. Responsible for all troubleshooting and repair for the manufactured units. • 800% productivity increase through development of a MS Access database repair tracking system in compliance with FAA requirements with FRACAS export reporting capability. (AEIS)• 400% productivity increase by creating a series of input/output test harnesses and utilizing the wire map function of the Ethernet tester instead of a multi-meter to verify cable continuity. • 200% improvement in turn around time by recommending that Gulfstream Aerospace outsource Parts Obsolescence engineering issues to AEI resulting in $50,000 increase in revenue. • 100% compliance by establishing a Configuration Control database to track all hardware and software elements in addition to monitoring the completion status of fleet upgrades.Client: Gulfstream AerospaceKey Project: BBML (Broadband Multi-Link for In-flight Internet)Duties: • Oversaw technical implementation and production build in support of a fleet of 140+ in-flight avionic servers (Intel Platform) and associated peripherals.• Imaged and configured Windows 2003 Server and XP embedded software. • Configured network parameters for Cisco routers, switches and access points. • Troubleshooting all hardware and software issues for the aviation internet program. • Developed supporting configuration databases including creation of all queries, forms and database structure. • Analyze failure trends and determined root cause.• Performed quality and integration testing as part of formalized acceptance testing.• Recommendation and performance benchmarking of new technology due to parts obsolescence. • Communicate technical presentation to customers.• Document system specifications and technical configuration document.

Orlando, Fl

Reviewed, implemented and tracked material requirements for engineering data packages associated with commercial aircraft avionics integration programs mandated by the FAA. Interpreted engineering drawings for development of BOM kits and operation workflows. • 33% increase in order efficiency by restructuring department processes and elimination of work order labels. • Developed an Engineering Document Registry application in MS Access for tracking customer documents submitted on CD.• Developed data mapping conversion strategy to import into Quantum Control MRP system utilizing a firebird database.

Lake Mary, Fl

Planned, organized and managed the development activity for central office infrastructure provisioning tools for in house Customer Engineering and Proposals Groups and external Bell Operating Company (BOC) customers.• Saved several hours of research per order and facilitated growth provisioning by adapting a program, which reverse-engineered equipment part numbers into higher order functional building blocks to establish a configuration baseline. • Eliminated errors that where introduced at critical thresholds contributing to greater customer satisfaction resulting from visual identification of equipment by reconstructing the provisioning calculation for subscriber line equipment.• Designed calculation algorithms and managed the implementation of U.S. engineering rules into an MS Access VB application based on outsourcing agreement with a Munich subcontractor; version releases were brought online on time despite time zone challenges. • Developed a method of capturing and identifying spare capacity in existing equipment and utilizing it before provisioning new infrastructure, making the offer more attractive to the customer by meeting the contractual terms of the proposal with less equipment. • Provided specific U.S. requirements for web configuration tool for dimensioning central office and next generation switching equipment into a standardized program kernel.

Planned, organized and managed the overall software design for the Siemens Engineering and Planning Tool (SEPT), which include: developing functional specifications for implementation by C programmers; report definition; validating code; composing SQL statements for select and update applications; providing troubleshooting and technical support for end users and customers. • Implemented a fully integrated order/placement tool positioning equipment based on an expert rules system, which contributed to reduce cycle time from 16 to 14 weeks (order entry to turnover).• Requested by the Marketing Communications Department to demonstrate the SEPT configurator at the BellSouth and SNET Training symposium.• Presented several well-received hardware configuration presentations and taught SEPT training classes for external customers BellSouth, SBC and SNET. • Selected as a member of the SEPT User Group committee and BellSouth Switch Capacity Meeting and enhanced my position to gather valuable feedback from the customer. • Recognized at the National Sales meeting for Sales Support contributions.

Lake Mary, Fl

Analyzed, researched and designed telephone switch hardware requirements, which include: preparing an Equipment Order Specification for the factory; generation of historical system documentation; resolving on-site engineering issues with the Installation Group; liaison between the Application Engineers and MIS programmers for implementing changes into the Automated Customer Engineering System (ACES).• 90% reduction in input order deficiencies prior to engineering start date for each office by establishing a process of reviewing engineering parameters with Sales for each BOC customer orders. • 100% achievement of all assigned goals and objectives for engineering new and growth central office specifications using the ACES tool to fulfill the BellSouth volume purchase agreement.• Awarded four cost reduction awards for elimination of documentation, removing non supported system cabling and depopulation of module circuitry, which resulted in net savings of $40,000.

Midwest Region

Set up of Central Office switching equipment which included installation of backup batteries, cable rack superstructure and running power power and logic cables. Performed software setup and testing.

B.S. Technical Communications & Business Administration, Telecommunication / Management

Activities and Societies: Phi Kappa Phi National Honor Society Dean's List - 5 SemestersDouble Major - Graduated Magna Cum Laud

Preparatory Program For Microsoft Certified Technology Specialist, (Windows Server 2008® Active Directory Configuration)

Completed the following coursework: • CompTIA A+ Essentials • CompTIA A+ Practical • CompTIA Network+ • Microsoft 6419 – Configuring.

Education record

Activities and Societies: • Understanding Emerging Technologies (ATM, SONET)