Bryan Winkle Email & Phone Number

Round Rock, Texas

 Work cross-functionally with L1, L3, Development, and Development Operationsteams Main Support Point of Contact for Service Incidents that occur within the product Produce and provide training to team members on enhancements and new features within the software Produce KCS knowledgebase articles to provide guidance to other team memberson how to handle common and uncommon support issues OneSwitch Subject Matter Expert Maintain and publish L2 Support On-Call schedule Assist Senior Management in Employee Evaluations Lead weekly L2 Support staff meeting by creating content and providing current status of projects Perform weekly 1 on 1 employee meetings, to review performance and assist in finding solutions to open support issuesProficient in Microsoft Windows, Microsoft Outlook 2003/2007/2010, Microsoft Word, Microsoft Excel, Microsoft Exchange 2007/2010Dell MessageOne Software: EMS – Continuity, Archive, Security, Wireless Continuity, Outlook ExtensionAlertfind – Emergency Notification, Rosters, Automatic Uploads, EMS/AF IntegrationOneSwitch – Server Replication, Double-Take (Subject Matter Expert)

Round Rock, Tx

My responsibilities include:Customer trouble ticket assignment, Staff scheduling, Team trouble ticket escalations, Knowledge Base editing, Project Management, Cross-Functional Liaison, Cross-Team trouble ticket reviews