Brian Middendorf Email & Phone Number

Lincoln, Ne, Us

Lincoln, Nebraska, United States

Product/Process Improvement:-Identifies and provides feedback to address process gaps in an effort to streamline processes and shares best practices broadly.-Provides feedback to serviceability team on functionality of products based on engagements with customers; provides feedback to the product group for product improvement.-Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions; utilizes learnings from triage meetings to identify and communicate readiness needs to manager or readiness team.-Identifies potential defects and escalates to more senior engineers to resolve.-Applies broad knowledge of automated tools being used across other technologies and products; provides feedback for tool improvement.Response and Resolution:-Resolves escalated customer issues through problem solving, collaboration, and research.-Reviews complex issues (e.g., multiple components of a product).-Performs in-depth product troubleshooting and remediation when needed.-Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve complex customer issues.Readiness:-Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, quality assurance checks); develops readiness content; mentors new Technical Support Engineers; develops high level competence on support topics.

Lincoln, Nebraska, United States

Product/Process Improvement:-Uses automated tools to deliver solutions for a wide range of issues; provides feedback on how to improve automated tools.-Provides feedback to improve products to other engineers or technical advisors.-Attends case triage meetings and/or case discussions to collaborate and share ideas to resolve problems.-Identifies potential defects and resolves issues.Response and Resolution-Reviews issues and contacts customers to understand issue; utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues.-Resolves multiple and varied customer issues; documents technical work and research.-Analyzes problems and develops solutions to meet customer needs using log analysis and other proprietary tools.-Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.Readiness-Attends readiness trainings and non-technical trainings to ensure proficiency in support topics.

Lincoln, Nebraska, United States

Responsible for providing technical support to our customers throughout their lifecycle on our Glint People Success Platform.• Serve as a trusted advisor and partner, delivering best practices, guidance, and an empathetic ear;• Primary point of contact for all customer support inquiries on our People Success Platform;• Prioritize and drive timely resolution of technical support tickets;• Support Customer Success Managers and work on special projects to deliver value to our customers;• Gather regular customer feedback and suggestions and present ideas to key stakeholders internally;• Propose new ideas to continuously evolve the customer experience;• Establish effective working relationships with managers and co-workers to ensure excellent information flow and feedback on process, policy and product changes that will affect users;• Document all communication with users and accounts accurately and in a timely manner via system tools;• Ensure that all issues are escalated appropriately to the correct internal departments and management.

Lincoln, Nebraska, United States

Bellevue, Nebraska, United States

As a Technical Relationship Manager (TRM), my overall role was to cement a close working relationship between Ivanti and the customer, helping them to strategically develop their adoption of Ivanti and AppSense technology solutions. This included providing a central focal point between the customer and the various functional divisions within Ivanti, specifically with the AppSense software product.My overall accountabilities within the TRM role included:• Developing a strong, positive strategic relationship with the customer;• Ratifying customer projects and providing guidance around further projects and upgrades, as well as worked within customer projects using Agile project methodologies;• Developing and aligning a comprehensive account plan with the customer, including documenting and providing visual representations of the customer environment, their expectations, priorities and technology deployment roadmaps;• Developing a good understanding of the customer environment and using this knowledge to proactively drive improvements and efficiencies within the customer environment;• Reviewing user stories with customers as they applied to Ivanti / AppSense products;• Providing QA and testing of Ivanti / AppSense products;• Assisting in the creation of SQL and PowerShell scripts;• Providing knowledge transfer of Ivanti / AppSense products and functionality;• Assisting with the escalation of support incidents through resolution;• Assisting in the escalation of support queries to the relevant channels;• Assisting in the creation of customer feature requests as a conduit to product management;• Advising the customer on technical best practices as their Ivanti / AppSense trusted advisor;• Using my in-depth knowledge of the customer environment to uncover additional Ivanti / AppSense product sales opportunities.

Lincoln, Nebraska, United States

As an IT Enterprise Architect, I was responsible for assisting with designing significant components of enterprise-wide technical solutions and implementing related software and hardware. I succeeded in providing many solutions that provided excellent ROI, increased employee productivity, and lowered ongoing company costs. • I was an evangelist of the architectural vision, strategy and principles to internal staff, customers, analysts, and the executive leaders;• I utilized ITIL, TOGAF and ArchiMate enterprise architecture modeling influences to support the description, analysis, and visualization of architecture within and across business domains in an unambiguous way;• I oversaw initiatives designed to advance continuous improvement and competitive advantage;• I interacted directly with executive and senior-level management, presenting solutions and garnering financial and labor resources required for successful solution implementation;• I collaborated with stakeholder groups across the organization to ensure business and technology alignment. I proposed solutions meeting defined specifications and needs;• I provided leadership both within the team, as well as the larger IT division;• I assisted in program and project management at an enterprise level to carry solutions through vendor selection, acquisition and implementation phases, utilizing Agile methodologies;• I analyzed business, user and technical requirements for proposed web-based SaaS and on-premise solutions;• I completed in-depth analyses for business-optimization projects, reporting tools, and back-office programs;• I partnered with developers to automate manual processes, saving time and money while decreasing errors;• I performed quality assurance, system integration and user acceptance testing facilitating on-time, on-budget and acclaimed “go-live” of enterprise implementations for up to 4,000 multi-located users.

Lincoln, Nebraska, United States

As a Senior Systems Engineer, I was responsible for the overall performance of my clients’ IT infrastructure. This included:• Working with multiple customer environments, using a variety of different technologies, hardware and software, in many challenging situations;• Using technical skills to design, install, support, and proactively manage networks for a variety of clients;• Quickly learning new software and hardware products and deploying solutions successfully, with limited resources;• Having extensive knowledge of hardware and software to maintain over 99.99% uptime across multiple environments;• Deploying, managing and troubleshooting Microsoft Exchange Server in multiple environments;• Deploying, managing and troubleshooting Microsoft SharePoint technologies in multiple environments;• Knowledge of VMware virtualization technologies in the infrastructure;• Knowledge of Windows server and client operating systems;• Knowledge of LAN/WAN/WLAN technologies;• Managing a wide variety of printing and scanning technologies.

Lincoln, Nebraska, United States

As the IT Group Leader, I managed the IT department and was involved on all IT projects. While I was in this role:• I designed and maintained a new datacenter with dozens of physical and virtual servers, SANs, and multi-headed tape drive systems;• I designed and maintained a five-building campus network with a redundant fiber-optic backbone and multiple wiring closets;• I designed and maintained a wide area network (WAN) between our Lincoln, Germany, and UK offices;• I designed and maintained a wireless local area network (WLAN) across five buildings with seamless transfer abilities;• I designed and maintained an Active Directory (AD) network with ~1,000 hosts and users in three countries;• I trained employees internally in classroom-based computer training on Microsoft Office products.

Lincoln, Nebraska, United States

As a Senior Consultant:• I provided computer network consulting for small and medium business networks in a variety of industries and environments;• I provided hardware and software support services, including troubleshooting, maintenance, setup and design services for clients;• I provided the highest tier of support and acted as an escalation engineer for high-visibility issues.

Lincoln, Nebraska, United States

As the Director of Technical Training:• I developed training curriculum for classroom and onsite training with audiences varying from IT professionals to end users;• I provided instructor-led Microsoft certified training as a Microsoft Certified Trainer (MCT);• I provided classroom and onsite training for Microsoft Windows Servers, including network design, setup, maintenance, and troubleshooting;• I provided classroom and onsite certified training for many major software packages;• I administered, maintained, and troubleshooted internal IT infrastructure.

Denver, Colorado, United States

As a Systems Engineer for a mid-size direct marketing firm:• I designed, setup, and maintained internal IT infrastructure;• I designed, setup, and maintained SQL Server, Oracle Server, and Noble Demand-Dial Servers;• I provided highest-tier support for end users and was an escalation engineer for support issues.

Lincoln, Nebraska, United States

As a Senior Technical:• I provided instructor-led Microsoft certified training as a Microsoft Certified Trainer (MCT;• I led classroom and onsite training for Microsoft Windows Servers, including network design, setup, maintenance, and troubleshooting;• I provided classroom and onsite certified training for many major software packages;• I administered, maintained, and troubleshooted internal IT infrastructure.

Bachelor Of Science - Bs, Information Systems Management

Academic Transfer Program, Management Information Systems, General