Bryan Brown Email & Phone Number

Richardson, Texas

I managed the OSS team for OVH US. This includes all of the internal systems (Ticketing, Monitoring, tools, etc) as well as working as an engineer on my own projects.

Dallas/Fort Worth Area

• Managed and Maintained ServiceNow Ticketing SystemBuilt out monitoring suite for vCloud Air to monitor over 10,000 devices consisting of ESXi Hosts, vCenter's, VM's (Linux and Windows), as well as Network and Storage.
• Internal Ticketing System
• Monitoring Platform
• PagerdutyCreated order provisioning system in ServiceNow based on VMware Orders for vCA

Windows and VMware Administrator for RealPage Cloud. Managed large customer environments from Exchange, SharePoint, GPO, etc. Migrated customer from Exchange 2007 to Exchange 2010 with 1000+ mailboxes.

• First point of escalation for employee, customer and facilities related issues.
• Management and scheduling of staff at four datacenters.
• Responsible for resolving customer complaints, SLA and other issues escalated to management.
• Work with other departments and within the NOC/DC to develop and ensure best practices whenaddressing customer and internal issues.
• Address disciplinary measures regarding NOC/DC Technicians.
• Maintain metric-based reports for customer satisfaction and support quality.

• Datacenter operational support.
• First point of contact for customer call-in support issues.
• “Hands and Eyes” support for customer and internal support issues.
• Datacenter environment server support and troubleshooting (multiple OSs)