Brian Russell Email & Phone Number

Jacksonville, Florida, United States

❖ Remotely assist clients in a fast paced environment.❖ Manage multiple tickets in queue to ensure SLA is met while fielding inbound calls.❖ Document detailed resolution processes in tickets and submit knowledge base articles and updates.❖ Create email notifications and alerts for large scale user impacted scenarios.❖ Collaborate with the Desktop Support team to provide the most efficient resolution for clients.❖ Analyze and diagnose problems to determine the necessity of field service deployment.❖ Troubleshoot and manage specialized software and user accounts for a wide variety of clients and applications.❖ Configure and troubleshoot VPN connections.❖ Create new users, and manage groups in Active Directory.❖ Create DHCP reservations for devices.❖Troubleshoot DNS and website access issues.❖ Install and troubleshoot network and local printers.❖ Configure network scanners.❖ Map and troubleshoot shared storage drives.❖ Troubleshoot network connectivity issues.❖Assist whit PC performance issues and upgrades.❖Ensure devices are up to date with latest OS updates, drivers, software, and firmware if applicable.❖ Desktop support and troubleshooting including performance, software and peripherals.❖ Microsoft Office 365 product support: licensing, management of distribution groups, OneDrive, Multi Factor Authentication.❖ Manage vendor contact and support for mutual clients.❖ Manage VoIP phone changes troubleshooting.❖Assist in new employee training.

❖ Manage site inventory system and generate monthly reports.❖ Create and manage user accounts in Microsoft Active Directory.❖ Manage synced user accounts and device regulations in Google Admin Console.❖ Manage Cisco VoIP extensions and voicemail routing changes.❖ Create documentation of operation procedures for software use and integrate into expanding knowledge base.❖ Manage district supplied devices via Active Directory, Google Admin and Jamf-Pro.❖ Assist network administrator with advanced tasks, create documentation to reinforce knowledge and build department knowledge base.❖ Print Server management.❖ Create file share servers in VMware esxi.

Port Jefferson Station, New York, United States

❖ Perform complex repairs in a timely fashion.❖ Perform independently and collaboratively in a team atmosphere.❖ Interpret advanced algorithmic diagnostic charts and use data to inform decisions.❖ Maintain open communication with customers concerning maintenance intervals and cost.❖ Effectively bridge communication between customers and technicians.