Jon Bray Email & Phone Number

Dillsburg, Pa, Us

Harrisburg, Pa, Us

Harrisburg, Pa, Us

Harrisburg, Pa, Us

Mechanicsburg, Pa, Us

• Managing internal PC, Server, and Network infrastructure. This includes Microsoft Server and Desktop OSes, VMWare, Barracuda Backup\Spam Filter\Web Filter, Cisco equipment, and Ubiquiti Wireless devices. • Setting up imaging process of PCs utilizing Microsoft MDT to speed up the process of deploying new machines. • Creating Active Directory Users, Security Groups, and Group Policies. • Managing security and user creation in third party systems from multiple vendors. This includes BMW\MINI, Reynolds & Reynolds, Xtime, and many others.• Project manager for upgrades and new installations. CRM migrations, secondary internet connections, video surveillance systems, wireless connectivity, and Dealer Management Systems.• Working with third party vendors to renegotiate contracts and upgrade services. • Responsible for all BMW\MINI programming and diagnostic applications\updates in the service shop. • Using Constant Contact and other email marketing tools to keep our clients informed of upcoming events\specials.

• Testing and building internal tools to help our clients easily obtain support.• Helping with design, installation and management of client infrastructure. Including: Mobile, VOIP, PC, Server, Networking, WIFI, Cloud, AV, Backups, Message Archiving, Web Filtering and Training• Barracuda partner and support\management of Barracuda products.• VMWare partner. Working with our clients to migrate infrastructure to VMWare or manage existing VMWare installations.• Design, Setup and Management of Active Directory, Group Policies, Microsoft Deployment tools, and Exchange Servers.• Working with a wide range of clients including Doctors, Dentists, Lawyers, Manufactures, Car Dealerships, Non-profits, and Municipal Organizations.• Working and auditing of multiple third party vendors to ensure our customers are provided the best services from these vendors and provide proper guidance on their use. This would include ISPs, Hardware\Software Vendors, Phone Companies, Microsoft and third party Software Licensing.• Experienced in supporting various types of technical equipment. This includes WaterJet Machines, CNC Machines, 3D Printers, Inventory Scan Guns, and Vehicle Interface Equipment.

• Managed a remote helpdesk team to make sure all customer requests were handled in a timely fashion.• Created and maintained internal and external facing documentation such as product instruction manuals, FAQs, and internal support documentation.• Built new Knowledge Base system to assist users with common problems• Worked with a 3rd Party Vendor to build out our custom helpdesk system and do QA testing before rolling out new features internally.• Used VMWare and other virtualization technologies to build proper QA and Production environments for software testing. • Worked with the R&D department to help test new scanning technologies and manually review the results.• Worked with customers and R&D to identify new features needed in the software.• QA testing of the new CyberPatrol builds before releasing them to customers.• Worked closely with the infrastructure department to install and manage all Server, switches, and routers in the Data Center.

• Handled all technical support and customer service requests.• Helped clients resolve instantiation issues with our software.• Created and maintained documentation such as User Guides, FAQ’s, and Knowledge Base articles to assist users with common problems• Coordinated, tested, and implemented all changes to our helpdesk application.• Used VMWare and other virtualization technologies to build proper QA and Production environments for software testing. • Tested new builds of LinkScanner, to make sure they were stable, before releasing them to our clients.

Philadelphia, Pennsylvania, Us

 Adding, Removing, Modifying users\access via the following systems: AS400, UNIX, POP, IMAP, VANGAURD, EXCHANGE and many other platforms to conform to Rite Aid Data Security procedures.  Removal of AI tables and Data Sets on IBM mainframes. Helped employees with password and access issues via phone support.  Filing of all deletes, additions, or modifications done. Helping to test new helpdesk applications being created in house to make sure they function properly Working on special projects and mass rollouts of users

 Worked on an international helpdesk providing Tier I & II Support Answered customer inquiries about malware removal via Telephone and Email support channels. Assisted customers with resolving program issues via Telephone and Email support channels. Examined, researched, and escalated new and emerging malware/malware variants to the research department. Assisted customers by walking them through the manual removal of malware. Maintained the internal and public knowledge base with fixes and information on malware issues. Created the process for tracking customer contacts via Telephone support. Updated and provided call tracking information to supervisors on a weekly basis. Created training materials for new hires, as well as canned answers to assist customers via the Email support channel. 1 of 6 technicians handling cases for the largest Anti-Malware company

Atlanta, Georgia, Us

 Resolved customer issues with Dialup, DSL, ISDN, Home Networking, Satellite, Email, Browsers, and Blackberys on Windows and Macintosh platforms. Work on international helpdesk team due to ability to deal effectively with irate or difficult customers and communicate highly technical issues in layman’s terms. Create and maintain documentation to help technicians resolve issues, complete day-to-day functions and answer questions or concerns. Certified by EarthLink to provide ongoing training for technicians in the areas of Blackberry Wireless Devices, Call Control, Logical Call Flow, DSL, Cable and advanced connectivity. Provide one-on-one mentoring of technicians to assist in career development and knowledge base growth. Work with system engineers, managers and other departments to seamlessly resolve customers’ issues. Watch teams in Supervisor absence.