Freddie Brummer Email & Phone Number

Harvest, Al, Us

Decatur, Alabama, Us

Seattle, Wa, Us

• Provided comprehensive support for AWS services including but not limited to, EC2, EBS, ElastiCache, Lightsail, Systems Manager, Auto Scaling Groups, Outposts, Workspaces, and EFS to reduce customer downtime. • Created peer reviewed documentation to assist engineers in troubleshooting. • Collaborated with different service teams to ensure resolution to customer concerns.

Decatur, Alabama, Us

• Effectively managed Windows domain administration, including Active Directory, DHCP, DNS, and Group Policy. • Streamlined Google Workspace user management and configurations. • Administered Slack, Jira, and Confluence for a large team of 120+ employees. • Deployed PDQ Deploy to automate laptop software installation and efficiently manage Windows Updates on servers. • Successfully managed software licensing across various departments within the 3-GIS line of business. • Led a project to seamlessly migrate local developer virtual machines to newly deployed Hyper-V servers. • Efficiently handled employee onboarding and offboarding for both local and remote staff. • Provided comprehensive IT support to over 120 local and remote employees worldwide, spanning macOS and Windows equipment. • Utilized AWS to deploy and manage multiple Virtual Private Clouds (VPCs) across various AWS accounts, including multi-VPC networking, EC2 instance deployment via AMIs, and Route 53 DNS. • • Also maintained a fully functional Windows Active Directory instance in AWS. • Effectively deployed and managed over 100 virtual Windows and Linux servers using Hyper-V, VMware, and Proxmox.

Cullman, Alabama, Us

• Achieved monthly cost savings of $17k by spearheading the transition to a new internet and phone provider. • Successfully mitigated network issues by overseeing the migration from Brocade to Cisco core and access switches. • Collaborated with the firewall vendor to maintain seamless VPN connectivity across 100+ healthcare facilities, safeguarding patient care. • Efficiently managed and sustained a Cisco wireless network comprising 150+ access points. • Successfully integrated three new offices into our network within one year. • Swiftly resolved incoming trouble tickets to enhance patient care and satisfaction. • Effectively deployed and managed 50+ virtual servers using the Nutanix virtual environment.

Utqiaġvik, Alaska, Us

• Delivered IT support to two local sites and provided remote assistance to 2500 nationwide employees.• Mentored and guided two junior Helpdesk Technicians. • Led projects to upgrade PRI, refresh laptops, and migrate workstations to Windows 10. • Minimized downtime by maintaining laptops, desktops, printers, networking, and telephony equipment. • Minimized operational downtime by proactively maintaining hardware and networking equipment. • Managed computer inventory across multiple sites. • Optimized equipment deployment by creating standardized checklists for administrators at various sites.

El Segundo, Ca, Us

• Guided and supported a team of junior and senior IT analysts. • Slashed downtime from weeks to days by enhancing IT communication and consistently resolving 40-50 weekly tickets, surpassing the company average. • Standardized new hire procedures across seven call centers through an efficient creation process. • Assisted on critical projects, including desktop virtualization, NAS array upgrades, network installations, and a 45-seat call center expansion, resulting in improved staffing and reduced customer wait times. • Designed and implemented an MDT deployment solution for a public internet café, successfully deploying Windows 10 images and managing Group Policy Objects (GPOs). • Acted as a subject matter expert (SME) for the NICE call recording system, delivering second-tier support across seven call centers. Enhanced PCI compliance by strategically upgrading the NICE system with additional servers. • Efficiently managed user accounts, permissions, email, and groups within Microsoft Exchange and Active Directory. • Proactively minimized operational downtime by maintaining hardware, printers, networking, and telephony equipment.

El Segundo, Ca, Us

• Review staff schedules with leadership to meet company service goals of 85% calls answered within 30 seconds.• Approve excused time off in real time, reducing overall cost of daily operations by $4500 per week.• Improve attendance by offering incentives to representatives and communicating staffing trends to management.• Manage staffing for call types based on forecasted staffing trends.

El Segundo, Ca, Us

• Led teams of 15 to 25 employees, exceeding goals for Customer Retention and Technical Support call types.• Implemented processes and procedures, developing and training customer service representatives.• Managed employee relations tasks, including performance reviews, attendance, productivity, and corrective actions.• Worked on projects for high-value customers, interviewed and hired new employees, and led an internal escalation team supporting a 500-user call center.• Consulted daily on best practices and complex troubleshooting issues in the technical support department.