Brian Hendron Email & Phone Number

Saratoga Springs, New York, United States

As a seasoned Support Center Engineer 3, I specialize in providing advanced technical support and resolving complex issues for customers. With over 35 years of experience in technical support, I bring a wealth of knowledge in hardware, software, and network troubleshooting, coupled with a strong commitment to customer satisfaction.

Albany, New York, United States

In this role, I direct maintenance and upgrades of supporting infrastructure, in close collaboration with corporate leadership company wide. I also provide technical support, including troubleshooting, installations, and configurations of software and hardware. Some notable outcomes in this role includes:• Overseeing daily functions of the help desk department to ensure the efficient upkeep of servers and operating systems. • Managing IT teams tasked with serving approximately 2,500 users across 18 servers and three phone systems. • Supervising implementations of network security measures, as well as disaster recovery testing and documenting.• Implementing online learning capabilities through driving process enhancements in line with industry trends.• Migrating network dependencies such as phone, student information systems, and data files to cloud infrastructure.

Albany, New York Area

Detailed responsibilities for each positions are listed individually below.

Albany, New York, United States

In this role, I oversaw the provisioning, installation, maintenance, and configuration of hardware and software systems to ensure optimal operation. I also carried out technical research and identified innovative approaches to enhance existing procedures and technologies in line with company objectives. Some notable outcomes in this role includes:• Performing routine network start-ups and shutdowns, while managing up-to-date control records of maintenance logs related to network functions.• Introducing a fully functional backup system throughout the entire company.• Leading IT implementations across seven campus locations and one data center.• Improving update distribution and reducing bandwidth needs through successfully transitioning entire enterprise to Office 365 and introducing the use of WSUS servers in all locations.

Schenectady, New York, United States

In this role, I leveraged collaborative approaches across all end user and IT support team interactions to address and resolve level 1 and 2 technical issues for over 1, 500 users. I also conducted root cause identification exercises in troubleshooting desktop and PC problems. Some notable outcomes in this role includes:• Effectively championing incident management processes through drafting articles, procedural documents, and training materials.• Being recognized for efficiently resolving complex technical issues such as connectivity problems, network lags, security breaches, and system crashes, among others.

Specialist in business-to-business sales of telecommunications software to incumbent and local exchange carriers. Responsible for managing national sales territory. Organized an aggressive business plan to target key clients through prospecting, cold calling, networking, and strong closing techniques. Establish positive relationships with clients to achieve the maximum business potential in the territory.

Responsible for the sales and marketing of major appliances and commercial/industrial laundry to the builder trade within the state of New York. This includes heavy prospecting, presentations, direct mail planning, proposal and presentation development, and establishing and developing long term, trusting business relationships with builders, contractors, dealers, developers, and business owners.

Trained and supported sales force by providing technical expertise relating to all levels of complex telecommunication products. Produced sales proposals to assist account executives in making sales of complex products. Gained insight into short- and long-term product offerings via interaction with product-development and management team and made product recommendations based upon customer needs and wants.• Supported sales team by presenting and explaining technical and complex data and voice products during sales presentations.

Managed numerous national product lines, including Frame Relay, Centrex, trunk products, private lines, and ISDN. Autonomously create and implement business plans and pricing standards to ensure profitability, market growth, and customer satisfaction. Develop methods and procedures for product sales and implementation. Interface with all levels within organizations, from senior management to entry-level employees, to effectively market and provide support for products. - Collaborated with training department in creating thorough training program to fully support all products, from sales through implementation, provisioning, billing, and maintenance. - Created product catalog within billing and provisioning system for numerous products, including private lines, Centrex, trunk products, and ISDN BRI and PRI, resulting in ability to bill and inventory products that were sold and to assist in creation of provisioning system that allowed for order processing through to installation.

Proactively monitored and maintained New York State government data network for all agencies (State Police, Lottery, Labor, Education, Public Service Commission, etc.). Assisted in installation of frame relay network for State Police and Department of Education. Ran diagnostics on networks to ensure dependability and troubleshot network problems. Interfaced with all agencies to ensure customer satisfaction.

Managed teams of up to 16 members, providing support to organization’s 1,200 largest customers and maintaining smooth-running, efficient department operations. Established and maintained strong business relationships from entry-level to senior-management personnel using excellent business-development capabilities. Oversaw all areas related to sales and implementation of Telco products, developing and implementing sales strategies after analyzing market structure and customer needs.- Improved and maintained departmental staff efficiency, morale, and customer-service levels, resulting in greater productivity and overall customer satisfaction.- In three-year period, mentored all direct reports, resulting in their management-level promotions.- Received “Masters of Excellence Award” for outstanding achievements.- Recognized by “Key Executives’ Council Award” for exceptional performance.

Bachelor Of Science - Bs, Computer Science

Network Systems And Security Professional

As, Business Administration

Associate Of Arts - Aa, Computer Network Systems (Occupational Studies)