Brian Rocha Email & Phone Number

Hartford, Ct, Us

Windsor, Ct

• Provide 100% remote support for loyalty CRM and targeting software,(including a real-time solution), for medium to large retailers such as Kroger, ICA, & Ahold, seeking assistance with marketing analysis scenarios at varying levels of intricacy• Upon entering issues to help desk tracking software, pursue issues by troubleshooting, researching, issue replication, and escalating to other departments when necessary, while maintaining ownership of issues through all phases of the resolution process• Heavy client management duties, requiring the establishing and maintaining of strong relationships with ALL clients by building high levels of rapport and trust• Serve as the primary point of contact for our largest client, The Kroger Co., one of the world's largest grocery retailers, by acting as the liaison between Kroger and our software development team• Conduct weekly meetings with Kroger, as well as other key clients, to review and discuss the statuses of open issues and enhancement requests• Assist in building and packaging software installer files and components, tracking code changes, and supplying content for release notes as a gatekeeper for release management • Achieved score of 4.6/5 in customer satisfaction surveys and consistently maintain SLA compliance levels of 96-98%

Farmington, Ct

• Provide a high level of personalized IT service for a computer/network consulting firm targeting small to medium size businesses throughout CT and Western MA.• Support, administer and maintain Microsoft networks for a diverse client base including upgrades, preventative maintenance, PC/software rollouts, backup schemes, antivirus and antispyware protection, and various other IT projects• Install, troubleshoot, and support desktop applications, as well as all computer hardware and peripherals• Create detailed Preliminary Network Assessment reports for sales personnel to use as a pre-sales tool for prospective clients• Required to quickly learn new software "on the spot" as dictated by a variety of client environments• Provide detailed summary documentation for clients as to details of work completed after each support visit

Cheshire, Ct

• Provide remote network, application, and PC phone support, for large healthcare institutions including the Stanford University Medical Center and Princeton Hospital • Remote troubleshooting, network administration, and remotetrol problem resolution

Naugatuck, Ct

• Provide Level 2/3 desktop application/LAN support, both desk side and via telephone.• Duties also included Exchange administration, account creation/deletion, creating public folders and distribution lists, mailbox backups/restoration, troubleshooting e-mail issues. • Responsible for the monitoring of servers, application of patches, virus protection, and SPAM protection, as well as the content management for our e-mail enterprise.• Domain administration, including creation/deletion of accounts, access permissions, directory maintenance, data backups.• PC/Laptop support including the building and configuration of desktop and laptop computers, creation and management of their images, all subsequent hardware and software installs, network connectivity, network printing, desktop application support, and asset tracking