Brian W. Email & Phone Number

Needham, Massachusetts, United States

Managing the core banking app KeyStone

Marlborough, Massachusetts

Worcester, Massachusetts

POSITION SUMMARY:Administer and maintain a Microsoft SQL Server environment generating reports based on operational and project based requirements within the WHA. Installs, troubleshoots, and repairs desktop computers, laptop computers, and smartphones. Installs related peripherals, operating system, and application software. Respond to help desk tickets, and assist in creating, managing, and revising reports, or databases, as needed. Assists in maintaining and updating WHA website.ESSENTIAL FUNCTIONS:1. Performs day to day database administration tasks such as:a. patches upgrades and change management;b. backup/recovery management;c. controls and monitors user access to databases and maintain database security; d. performance tuning.2. Investigates data quality problems; conducts root-cause analysis; corrects errors; works with department heads to improve processes.3. Generates operational and project-based reports utilizing: a. SQL Server Reporting Services (SSRS);b. Crystal Reports;c. Microsoft Office.4. Works with various departments defining and creating reporting requirements.5. Optimizes or enhance current reports.6. Installs desktop computers with a Windows operating system and required softwareapplications to function in a client server network environment;7. Troubleshoots and installs or replaces various PC components and installs required devicedrivers;8. Performs various data entry functions to maintain department records;9. Provides Help Desk technical support to users;10. Assists with updates to the WHA website, user portals, and dashboards, as needed;11. Maintains hardware inventory and records equipment relocation;12. Works with the Network Administrator to research pricing on computers, computercomponents, printers and related equipment;13. Assists the Network Administrator in the administration of the computer network, includingresolving network connectivity problems with computers and printers.

Andover, Massachusetts

Holliston, Massachusetts

• Strong knowledge of current versions of MS SQL 7 management console and its' functions. This includes working with certificates, application pools, ISAPI filters, authentication mechanisms, etc.• Highly experienced in troubleshooting, debugging and isolating issues with SQL and assisting in SQL related application troubleshooting when requested.• Deep understanding of SQL database replication • Good understanding of Windows networking, including network load balancing.Skills and Competencies• Strong technical and trouble-shooting skills are required.• Speaks clearly and expresses self well in one-on-one conversations and groups.• Interacts and proactively shares information with internal and external contacts where appropriate.• Develops effective relationships with peer engineers.• Assumes responsibility to ensure issues/concerns will be addressed and monitors them through conclusion.• Identifies, defines and analyzes information and situations before recommending a course of action.• Effectively manages own time and resources.• Seeks to apply technology and innovation to improve efficiency and solve problems.

Take ownership of tickets Respond to client software problems or complaints ensuring that a ticket number is provided and that situations / issues are dealt with appropriately within the specified performance criteria and set goals Respond to client software problems or complaints ensuring that a ticket number is provided and that situations / issues are dealt with appropriately within the specified performance criteria and set goals Diagnose / troubleshoot complex client support problems that may include researching system environments, versioning, configuration, permissions and inter-operability with other software and provide guidance by email, or by phone if required Provide service quality to clients by anticipating client needs and informing customers of patch, fix, work-arounds and training available Repair problems via remote access on client system installations Innovate and create client solutions and recommend changes to hardware and software architecture Replicate customer problems, test fixes and document solutions for use by the Software Support Team Contribute to knowledge database and FAQ database for each software component supported, to establish best practices Escalate tickets to the appropriate level per established escalation procedures and within the set performance criteria Perform software installations and upgrades for clients Document enhancements / changes to software to improve performance and / or usefulness of the software products Training to customers Maintain a up-to-date knowledge of Windows OS issues, Microsoft Office version & patches SQL QA testing and software upgrades including releases, patches and fixes

Working on UAT testing for 3com

• Generated sales opportunities and managed and grew a sales territory for Softscape’s web-based human capital management software • Maintained and tracked prospect data in the customer resource management system while creating an account roadmap and identifying new contacts and opportunities in the account• Managed a lead pipeline of leads made up of inbound leads and cold calling• Held yellow belt degree of product expertise with an understanding of performance management systems, succession plans, compensation solutions, hiring and recruiting applications and enterprise resource planning software

• Determined and evaluated customer needs in order to establish which features/benefits of Staples would appeal most to specific customers• Managed the satisfaction, growth and development of 650 Staples Business Delivery Customer accounts • Met or exceeded sales goals consistently while maintaining an above average sales excellence score• Analyzed individual accounts to determine their needs and up sell and cross sell in order to increase account spending