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.
• 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.
• 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.

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