Brian Hungate Email & Phone Number

Roanoke, Virginia, United States

Roanoke, Virginia, United States

• Providing top quality service desk assistance to Northwinds Technology Solutions, LLC customers.
• Prioritize, troubleshoot, document, and escalate as necessary all help requests in a time efficient and customer oriented manner.
• Desktop level support for hardware and software including software installations and upgrades as well as hardware maintenance and configurations.
• New hire onboarding including computer imaging, software configuration, end-user training, and initial equipment setup at office or home locations.
• Assisting in projects to upgrade end-user machines to latest operating systems, drivers and software.
• Working directly with vendors to insure all equipment and software is adequately maintained and in working order.

Roanoke, Virginia, United States

• Provided world-class customer service to Advance Auto Parts customers and store personnel for the E-Commerce team.
• Worked to find creative solutions to complex issues involving online ordering, same day delivery and in-store pickup orders.
• Coordinated directly with customers, stores, and outside vendors.

Roanoke, Virginia, United States

• Team Leader for incident and problem management on the Enterprise User Experience team at Advance Auto Parts Inc.
• Monitoring of Incident and Problem management ticket queues to improve efficiency, information accuracy, and workflow through ticket assignment, training, and management of escalated requests.
• Provide on-site and remote resolution of incident and security response tasks, software installations, new hire setups, inventory management, and participation in new software and hardware evaluation.
• Training and creation of documentation for problem resolution across the organization.
• Acting project manager for implementation of an application licensing server with software packaging resulting in 40% reduction in installation time and accurate usage statistics to reduce overall license purchases.

Roanoke, Virginia, United States

• Senior technician providing remote support for 30 campus locations and on-site support for the corporate office and local campus.
• Provided high level customer support to insure problems were corrected with minimal downtown for employees and students with focus on ownership and follow-through with all interactions.
• Responsible for employee hires / exits, equipment inventory, setup and collection of computers, equipment, and accessories.
• Managed Avaya VoIP, Active Directory Windows 2003 servers, Exchange 2010 servers, Office365 Exchange, Citrix XenApp, and Windows Server 2003-2013 domain controllers with print and file services.

Roanoke, Virginia, United States

• Provided 24/7 on-call support for 1,500 users in corporate and factory environments including emergency issues with 100% up-time goal.
• Prioritized and allocated tasks and tickets within the IT department to insure all issues were resolved efficiently.
• Assisted with management of leased equipment tracking and coordination of returns to leasing company.
• Maintained VoIP phones through Cisco Unified Communications Manager and Cisco Unity.
• Managed the ordering, setup, and training for employee smartphones and MiFi devices.