Jim Brown Email & Phone Number

Monona, Wisconsin

- Solve printer, scanner, copier, and fax issues via phone and email- Handling security concerns from customer- Ensuring solutions and implementations of the above follow security standards for customers environments- Use Footprints and eAutomate ticket systems- On-site printer installs- Canon, Sharp, HP, Kyocera, and Lexmark office and production printers and software- Support Nuance products Sharescan, PDF Office Pro, Equitrac- Train new team members in call answering, troubleshooting, using ticket system, following processes within the team as well as interacting with other departments, and support boundaries and exceptions- Chosen to be 'gray area support' during launch of Gordon Flesch's IT Services product when their issues involved printing systems- Taking full ownership of issues starting with troubleshooting, engaging other teams as needed, getting updates and passing along, and contacting everyone once resolution is reached- Mentor for other people within team

Madison, Wisconsin Area

- Cared for newborn infants to grade school age children- Anticipated sometimes conflicting customer needs ("loves cartoons / no cartoons")- Diagnosing problems quickly and accurately, sometimes related to serious health issues- Prioritizing workload and multi-tasking- Implementing on the spot changes in procedures to accommodate the varying needs of the children as well as the parents- Required great attention to detail- Maintaining the emotional stability of the environment

Madison, Wisconsin Area

- Configured, updated, and supported the company’s desktops, laptops, and all software- Administered CentOS file, development, and production servers which ran social media analysis software- Updated and maintained web services like TomCat and Java- Responsible for network security- Implemented new resources for office communication and production needs- Changed email providers and handling all aspects of migration, scheduling, and notifications- Handled the challenge of working on larger server projects while resolving various issues for individuals- Prioritized heavy workload- On call 24/7 for server issues

Madison, Wisconsin Area

- Six week assignment with Third Wave Technologies as a system administrator / IT help desk person- Supported Windows XP user issues and Dell and HP printers- Set up and supported laptop and mobile phones for employee use- Analyzed firewall reports- At completion of assignment, was asked to continue by customer, but took the opportunity above

Madison, Wisconsin Area

- Analyzed network traffic for signs of malicious intent or misconfiguration- Used SNORT, Ethereal, TCPDump, and standard networking tools- Notified customers, primarily financial institutions, as appropriate concerning security issues- Prepared firewall hardware for shipment to customers

Madison, Wisconsin Area

- Worked in a server farm containing 100+ servers- Servers were the backbone for TDS Telecom’s Internet product line- Responsible for resolving tickets from internal and external facing helpdesks- Maintained system data backups- Handled customer requested data restores- Supported an in-house created web-based provisioning/administration tool written in PHP which handled authentication/email/web page accounts- Internal QA for the product above- Anticipating users needs and challenges and working with developers to improve product before external testing even began- Required strong communication and mediation skills- Required quickly becoming proficient with new technologies- Liaison between programmers / system engineers and customer facing teams, including Helpdesk, Billing, Customer Service- Initiated and facilitated a weekly process meeting between many of the teams in the product line- Created new system documentation for other teams and trained the Internet Product Helpdesk on new systems/products and processes- Responsible for forensic investigation which entailed locating data requested of TDS via subpoenas from law enforcement agencies, and formulated the official responses before sending official response- Part of the on call rotation and frequently solved server issues during nights and weekends- Nominated as a member of Project Team of the Year for a multi-million dollar email service upgrade after facilitating an 11th hour meeting of the project decision makers due to a complete and costly collapse of communication between teams. All teams met those newly arranged goals and signed off due to my efforts and the product went live when it was scheduled

Madison, Wisconsin Area

Supported- Billing system (Mainframe, CARES)- Windows desktop (Windows 95/NT)- Printer servers- Microsoft Office- Mobile connections (laptop and home desktop using Citrix)- Offices throughout United States.

Madison, Wisconsin Area

- Installation and troubleshooting of financial/stock management software- Users dialed into modem pools

Madison, Wisconsin Area

Outsourcer supporting of the launch of Windows 95 for Microsoft- Earned Microsoft Certified Professional for Windows 95Supported:- All facets of installation- Operating system- Exchange (first version)- Hardware issues- Third party software- Handled users from residential to very large businesses