Bryan Hightower Email & Phone Number

Indian Trail, Nc, Us

Charlotte, North Carolina Area

➤ Responding to Automatic Call Distributor for break/fix or communication issues pertaining to ATMs/ATAs/Web machines for Bank of America employees and vendors, providing assistance using various tools➤ Providing daily reports for Aging, Splunk, EMV, and Cash Reject issues as well as delivering assistance to ATM Analysts via Skype for Business with troubleshooting issues and best practice events➤ Providing leadership in the development, alignment, and delivery of strategic and tactical technology solutions to support operations, developing and managing business relationships with internal stakeholders as a trusted advisor, helping them achieve their strategic objectives with timely business solutions➤ Designing and implementing enhancements to existing systems or entirely new systems to support business strategies, working with IT production control and IT service providers to minimize risk, ensuring system integrations are developed, maintained, and supported for the smooth operation of business systems➤ Providing assistance with email support for executive escalations, vendor escalations, and technical ATM issues as well as providing system or infrastructure guidance to trainers, business system analysts, program owners, and content creators employing Lean, Six Sigma, and Agile project management➤ Managing resources effectively, providing ongoing and formal performance measurement, coaching, employee development and training to meet operational goals and objectives➤ Recommending, implementing, and enforcing strategies, policies, standards, procedures and best practices by evaluating organization outcomes, identifying problems, evaluating trends and anticipating operations technology requirements

ATM AMAC Support – Bank of America – 2016 to 2018ATM Support Engineer – Bank of America Contractor, Insight Global, Charlotte, NC – 2015 to 2016Technical Assistance Center Engineer – Peak10, Charlotte, NC – 2014 to 2014Technical Assistance Center Engineer – Peak10, Charlotte, NC – 2011 to 2012Senior Help Desk Analyst – United Guaranty, Greensboro, NC – 2000 to 2008Network Administrator – BTR Sealing Systems, Reidsville, NC – 1999 to 2000Network Administrator – Robert Half International, Fort Lauderdale, FL/Pediatrix Medical Group, Weston, FL – 1999Server Engineer – Robert Half International/Kemper National Services, Fort Lauderdale, FL – 1998 to 1999Network Administrator – Milvets System Technology, Inc. Lanham, MD/DOJ Executive Office for Immigration Review, Miami, FL – 1997 to 1998

Davidson, Nc

➤ Led efforts of 2 managers and 2 team leads in a division of 18 including Datacom/Telecomm, Network Architecture, Network Security, and Internet Services teams, generating $12M in annual revenue while managing budgets for multiple cost centers totaling $10M➤ Represented the IT function at client or stakeholder review meetings, performing liaison duties between users, operations, and programming personnel in the areas of systems design, modifications, or trouble shooting➤ Integrated innovative funding, legal, financial, and operational elements for Software Defined Wide Area Networking solution, realizing a 30% time savings for internal operational teams, more than tripled profit margin from 20% to 65%, and recognized an 80% uptick in quarterly report card grades➤ Led the team that successfully negotiated a multi-year, multi-million-dollar telecommunications program resulting in 20% financial risk reduction, 25% value increase, and complemented with a quarterly stewardship model➤ Used Network Detective to assist with analyzing customer's networks and with computer and server audits based on risk, performing computer auditing via Kaseya agents for data collection to assist with monitoring, software deployments, anti-virus, anti-malware, and patch management➤ Built VM Servers or computers for MS 2008R2 Enterprise and Standard, Server 2012, and Linux, providing MAC support for iMac/MacBook Pro, built or supported VLANs, firewalls, or wireless networks using various hardware and software

➤ Supervised 17 technical Assistance Analysts with analyzing and fixing CPU, VM, file system alerts, and software problems associated with EM7 monitoring using ScienceLogic➤ Oversaw efforts to analyze and fix managed devices running VM OS for Windows 2003, 2008, 2012 and Linux as well as built VMs using Vsphere for Windows 2003, 2008, 2012 and Linux environments➤ Set up DNS and RDNS per customer requests as well as implemented backup agents using CommVault technology, monitoring and restoring data as needed as well as assisted with Wiki implementations pertaining to documentation based on Peak 10 customer environments➤ Engaged Peak 10 customers with training, pricing, and provisioning of devices, providing customers with Investigation Incident Reports and Reasons For Outages, delivering metrics and analysis based on Quick View Reporting➤ Provided technical Assistance with escalating issues to other departments based on the technical issue presented as well as assisted with creating training curriculum based on technical assistance needs➤ Served as a primary Point of Contact for customers for assistance with issues, questions, and tasks, delegating issues to analysts based on customer needs via Service Requests, providing guidance based on need and issue presented

Fort Mill, Sc

➤ Performed administrative duties including password resets, account creations, and application sharing control for Novell, Server 2003, AS400, and databases as well as supported MS Applications, Windows XP, and Blackberry Desktop manager➤ Configured laptops for access to VPN via wireless Nortel Contivity, analyzing and fixing hardware and software problems for PCs, laser printers, ink jet printers, Blackberries, scanners, and laptops➤ Maintained strong focus on the quality of service delivered as measured by customer feedback and solicited input from customers, working closely with customer service management teams on process changes to increase efficiency and quality of services provided➤ Used remote control software Dameware as a tool to assist in troubleshooting problems and employed Remedy call-tracking software to enter calls and distribute work orders to 2nd and 3rd level support➤ Created and implemented a knowledge base database for Support Center technicians, coordinating with various departments and used Remedy Incident Management system to provide categories and necessary info to place in the template➤ Handled 50 to 70 voice calls a day with a 85% FCR rate, handling voicemail and email tickets at 95% resolution rate, achieving a 91% quality average for all CSRs by creating and implementing new quality programs by creating accountability scorecards and partnering with all departments to provide front-line feedback➤ Developed short-/long-term staffing plans to drive high quality customer service results, including forecasting and attaining daily service level goals and guaranteeing customer satisfaction through all phases of support from first contact to case resolution

Master Of Business Administration - Mba

Master Of Information Systems

Bachelor Of Science - Bs, International Business

Associate Of Science - As, General Studies