Dylan Brack Email & Phone Number

Overland Park, Ks

Overland Park, Kansas, United States

Overland Park, Ks

Provide product support and troubleshooting for 3G and 4G Data Link, 3G and 4G Vision Static IP, VoIP Peering, and Google Voice. • Work high severity issues with broad customer impact communicating with multiple groups, equipment vendors, service providers, as well as working directly with customers to resolve issues.• Provide daily Tier II/III support to a large and diverse customer base working tickets to completion.

Overland Park, Ks

Managed day to day activities, scheduling, and escalations for a team five engineers. Led team meetings and provided strategy and direction to the team.Provided product support and troubleshooting for SIP Trunking, 3G and 4G Data Link, 3G and 4G Vision Static IP, Sprint Mobile Integration, VoIP Peering, VoIP PIN and Google Voice. • Worked high severity issues with broad customer impact communicating with multiple groups, equipment vendors, service providers, as well as working directly with customers to resolve issues.• Provided daily Tier II/III support to a large and diverse customer base working tickets to completion.

Overland Park, Ks

Provided product support and troubleshooting for SIP Trunking, 3G and 4G Data Link, 3G and 4G Vision Static IP, Sprint Mobile Integration, VoIP Peering, VoIP PIN and Google Voice.• Work high severity issues with broad customer impact communicating with multiple groups, equipment vendors, service providers, as well as working directly with customers to resolve issues.

Topeka, Kansas Area

Software support and administration including business analysis and technical design. Assisted with on-boarding and management of consulting services for incident management and service requests. Provided off hours support for complex issues collaborating with offshore support staff to restore service.• Performed project lead, design, and implementation for key merchandising application upgrade. Successfully moved the software forward 10 versions creating a 50% increase in speed and added functionality.• Led and simplified season change processes for multiple systems by introducing automated scripts and streamlined documentation to reduce overall errors by 80%.• Designed and executed test plans for several database version upgrades to existing software environments.• Redesigned calculations and methodologies for receipt metrics eliminating 2+ hours of bi-weekly manual corrections.• Developed and implemented solution to inventory discrepancies allowing for accurate sales reporting and planning.

Topeka, Kansas Area

Software support and administration including business analysis and technical design. Interacted and provided support for a 200+ person user community solving issues and providing software training.• Gathered requirements, designed, coded, and implemented a seeding automation process to eliminate the need for IT interaction and save 6 hours per month in manual effort. • Implemented dynamic hierarchy solution on key financial report reducing downtime and support work by 50%.• Improved customer relations scores by 17% by providing support and training to user community.• Achieved 20% reduction in total incidents through team effort in problem management and faster speed to resolution.• Created extensive documentation on existing systems which had little or no previous knowledge base.• Developed and implemented a Country Consolidation Project for the merchandise planning application reducing unneeded complexity of planning by 50%.

Topeka, Kansas Area

Application and customer support including security administration and solutions development.• Developed and implemented modifications to a key merchandise reporting system allowing visibility to an additional week of planning data.• Maintained application security for over 300+ users in compliance with Sarbanes Oxley protocols.• Wrote Unix Shell scripts to automate system tasks and user deletion methods eliminating manual intervention.

Masters, Business Administration

Bachelor Of Science, Computer Information Systems

Activities and Societies: Association of Information Technology Professionals