Brian Shenk Email & Phone Number

Charlotte, Nc

The Information Lifecycle Management (ILM) team offers data archiving services where the long term data retention and defensible disposition is managed for the application teams. As Engagement Manager Lead, I met with the application teams to review their business requirements, explain ILM archiving services, and review logistical next steps. Responsible for creating and documenting new processes, performing process improvement, and providing new requirements to Engineering / Development team.

Charlotte, Nc

Remotely managed service delivery for 2 global business units. Led delivery for storage and MS Exchange service lines. Provided client with weekly updates and status reports detailing orders of hardware, projects, high-priority tickets/escalations, and pending root cause analysis reports.Coordinated several projects to install/refresh hardware such as Wintel and UNIX servers, SAN storage, VM hosts, and tape libraries across multiple datacenters. Managed major incidents, guiding international support teams through problem resolution.

Charlotte, Nc

Managed customer service center / help desk support for multiple accounts across a variety of sectors including manufacturing, pharmaceutical, and government. Managed team of 60 employees including HR management duties for 20 IBM direct reports. Consistently exceeded contractual service level achievements (SLAs) such as Average Speed to Answer, First Call Resolution, and Customer Satisfaction.Delivered costs savings to account executives by utilizing continuous improvement methodologies to improve help desk processes.

Charlotte, Nc

Created and maintained schedules for 200 employees and 12 different skill sets. Acted as duty manager and resolved customer escalations. Updated and reported call measurement data on a daily, weekly, and monthly basis to management team.

Charlotte, Nc

Supervised 35 ARC employees working on customer service center project at IBM. Reviewed resumes, interviewed prospective consultants, and recommended candidates to IBM management. Conducted performance appraisals with employees.

Charotte, Nc

Provided first level helpdesk support for Windows 95, OS/2, Lotus Notes, network adapters, remote dial up access, account/ID administration, local and network printers

Huntersville, Nc

Designed and maintained data acquisition and control system for the textile industry. Provided technical support to end users, installed and configured hardware and software for custom systems and performed network administration duties.

Bs, Electrical Engineering

Activities and Societies: Marshall Hahn Scholarship Recipient, Dean's List, Hokie Camp Head Counselor, Phi Sigma Kappa Fraternity

Education record

Activities and Societies: National Honor Society, Spanish Honor Society, Varsity and JV Baseball