Brian Wick Email & Phone Number

Minnesota, United States

• Provide Managed Services for large 8,000+ governmental end-user environment• Customer’s central point of contact for Kyndryl Digital Workplace Services (DWS), including application packaging, software distribution, patch management, and workstation imaging.• Responsible for working with the customer to understand, validate, and translate their business requests into requirements that can be understood and processed by the Account team.• Manage and monitor DWS requests from start to finish and provide technical assistance to junior analysts to meet service commitments and deadlines.• Act as the escalation point for DWS technical issues communicated by the client and attend joint meetings with other delivery towers to address larger projects and initiatives.

Minneapolis, Mn

• Provide Managed Services for large 60,000+ corporate and government end-user environments• Customer’s central point of contact for IBM Digital Workplace Services (DWS), including application packaging, software distribution, patch management, and workstation imaging.• Responsible for working with the customer to understand, validate, and translate their business requests into requirements that can be understood and processed by the IBM Global Delivery Center.• Manage and monitor DWS requests from start to finish and provide technical assistance to junior analysts to meet service commitments and deadlines.• Act as the escalation point for DWS technical issues communicated by the client and attend joint meetings with other delivery towers to address larger projects and initiatives.

Eagan, Mn

• Responsible for the strategy, direction, and goals of a team of 5-10 technical staff members.• Provide leadership and development to staff members through coaching, regular feedback, development plans, project sponsorship, and performance reviews.• Led a high performing team responsible for the enterprise desktop platform including the evaluation, configuration, testing, deployment and maintenance of complex technology solutions.• Partnered with business and IT stakeholders to deliver desktop standards and solutions with low customer impact and high organizational return.• Led global project teams for high-profile desktop technology initiatives in a 65,000+ user environment.

• Led project teams for high-profile desktop technology initiatives in a 10,000+ user environment.• Participated in cross-departmental projects including Active Directory, Exchange Resource Forest, and SAP implementations.• Developed, documented, communicated, and implemented desktop strategy and technology directions.• Interfaced with vendors regarding product evaluations, introductions, and future direction of existing products.• Provided third-tier technical support and collaborated with peer groups to identify opportunities for improved support processes.• Participated in the interview and selection process of new candidates.• Assisted with planning and management of group budget.

• Resolved second-tier computer software and hardware related technical problems quickly and completely.• Developed and maintained close working relationships with business contacts to ensure that their technology needs were met.• Participated on project teams responsible for the design and implementation of company-wide solutions.• Trained and mentored new ETS Consultants.

• Provided phone based technical support, including the diagnosis and resolution of hardware, software, printing, and networking problems, to customers using West products.• Developed and provided training for new department personnel.• Staffed remote Technical Representative position during their annual meetings.