Brian Lance Email & Phone Number

Aberdeen, Md, Us

Aberdeen, Md, Us

Belcamp, Maryland, United States

Belcamp, Md

● Provides systems administration support for Windows systems including server and workstation upgrades, backup and disaster recovery monitoring, user account setup and security administration.● Performes regular system backups and recovery procedures, closely following SOPs to ensure system security.● Commended for technical, analytical and problem-solving skills; effective task prioritization; and customer service orientation.● Rectified many issues by instituting best practices in system log analysis, backups, network operating center security, user account/permissions management and systems/software auditing. ● Maintain MS Exchange Server – Performed troubleshooting and provided resolutions for server problems.● Manage and advised the deployment of new system designs.● Responsible for hardware and software applications for workstations, servers, and network data communications. Collaborated with executive management and department leaders to assess network capacity needs.● Responsible for e-mail system and Internet Information Server, meeting employee and customer needs 24/7● Creates user manuals and provided technical support sessions for new employees.● Performes hands-on administration, monitoring, and troubleshooting of Local Area network (LAN), resulting in optimum performance and minimum downtime.● Manages Avaya VoIP phones and digital PBX phone system.● Manages IT inventory for 5 production plants.

● Assists remote users: (field agents, teleworker’s), with a great range of different problems, in determining how to resolve their technical issues.● Provides OPM end users technical support for laptops and workstations resolving a vast array of IT issues related to local area network and remote access. ● Effectively incorporates call scripts and troubleshooting techniques to be extremely efficient and productive. ● Versed in Remedy V 7.0 to document calls, create tasks and master tickets for incidents and escalate issues to different departments for fastest resolution times or updating ongoing issues to get a resolution. ● Highly Proficient in working in Citrix as well as correcting issues within the Citrix application. ● Utilizes Active Directory to reset LAN passwords, user permissions, and to gain valuable insight for solving user account issues and 2 factor authentication.● Guarantee timely completion of all tasks based on our Service Level Agreement. (SLA)● Modify Microsoft Outlook Exchange server accounts. Support Microsoft Outlook 2000, 2003, 2007 and OPM Web Mail. ● Utilizes The RSA Authentication Management tool to provision 2 factor Authentication tokens for users.● Configure, maintain, and troubleshoot local/network printers, scanners, fax, and Cisco conference room equipment. ● Deploy and Troubleshoot VoIP phones. ● Proficient in utilizing LANDesk to remote into user sessions to correct problems with: printing, network connection and email issues.

● Create network/email accounts as well as manage network accounts for new and current BCPSS employees.● Technical Support for all BCPSS staff members via telephone/walk-in & schedule technician visits.● Monitor network activity across the Baltimore City Schools region. (Approx. 200 locations with approx. 3000 switches, 200 routers and 2 core switches.)● Manage software installs, upgrades, and downloads for City School Staff members. Printer/Copier/Fax Support.● Create the new structure for new Service/Helpdesk trainees in the School System. ● Configure City School Employees mobile devices and office/school phone management.● Perform duties in support of daily team operations for the Service Desk● Support the Student Management System software/hardware which maintains all student data including demographics, grades attendance, immunizations, discipline, H.S.A. and transcripts.

White Marsh Md

● Performed duties in support of daily team operations for the call center● Outbound/Inbound lead position work as required to support both customers other customer account executives for escalated issues ● Account management for both residential and business class service subscribers● Technical Support for corporate office locations, small business offices and residential customers via telephone & schedule technician visits● Remote network access configuration and troubleshooting of supported cable internet, VPN and WIFI connections● Provided technical support for dynamic network environments in customer’s homes● POP3 email configuration for outlook and other email clients● Provided all levels of support for residential customers (For supported PC and laptop hardware and software, LAN issues, operating system, and network devices)● Trained on basic, intermediate and advanced uses of hardware, software applications and peripheral devices ( Modems, Routers, Network and Air Cards, Cable boxes and cable cards)● Advised on virus cleaning software to limit intrusions from spyware and malware during usage of Comcast High Speed Internet services.

● Conducted employee scheduling● Responsible for checking time entry for employees● Supervised up to 12-15 employees during all times, including peak business hours● Payroll● Cash flow of store location including bank deposits and registers● Responsible for inventory of store location● Customer service activities including escalated issues

Computer Science

Education record