Randy Browne Email & Phone Number

Boston, Ma, Us

Denver, Pennsylvania, United States

• Enforce 100% compliance with company security policies across all mobile devices through efficient mobile device management system configurations; spearhead updates to reflect shifting mandates, policy changes, and emerging threats. • Managed Active Directory accounts and permissions, reducing account setup time by 25% and enhancing user onboarding efficiency.• Navigate 20+ IT crises requiring collaboration with cross-functional teams to restore services within an average… Show more • Enforce 100% compliance with company security policies across all mobile devices through efficient mobile device management system configurations; spearhead updates to reflect shifting mandates, policy changes, and emerging threats. • Managed Active Directory accounts and permissions, reducing account setup time by 25% and enhancing user onboarding efficiency.• Navigate 20+ IT crises requiring collaboration with cross-functional teams to restore services within an average of 2 hours, mitigating operational impact; bridge communications between departments to align objectives and share interdisciplinary knowledge.• Successfully handled 100% of after-hours support requests during on-call rotations, ensuring uninterrupted IT services for end users.• Successfully deployed and configured 150+ Lenovo laptops within a tight deadline, reducing setup time by 25% and ensuring operational readiness.•Improved ticket documentation accuracy by 20%, ensuring precise categorization and timely assignment to the appropriate internal teams. Show less

• Coordinated attorney calendars and travel arrangements to create well-organized schedules and efficient itineraries; adjusted appointments and accommodations to prevent overlap and meet attorney preferences and requests. • Capitalized upon opportunities to update local technology, leading to a 25% improvement in reliability, security, and interoperability, while slashing costs and bolstering the efficiency of legal operations.• Generated reports reflecting KPIs such as service… Show more • Coordinated attorney calendars and travel arrangements to create well-organized schedules and efficient itineraries; adjusted appointments and accommodations to prevent overlap and meet attorney preferences and requests. • Capitalized upon opportunities to update local technology, leading to a 25% improvement in reliability, security, and interoperability, while slashing costs and bolstering the efficiency of legal operations.• Generated reports reflecting KPIs such as service satisfaction and first-call ticket closures for submission to senior management. • Optimized the IT asset management process, reducing procurement time by 20%, improving deployment efficiency, and creating cost savings for the company.• Controlled the efficient allocation of financial and non-financial (material, equipment, human capital) resources to meet day-to-day demands. • Guided the diagnosis and repair of 100+ PCs and laptops, minimizing downtime for end users by 50% and increasing overall productivity. Show less

Cambridge, Massachusetts, United States

• Oversaw the planning and execution of continuous improvement efforts for the Engineering Workspace service; achieved a 10% increase in end-user efficiency through the implementation of automation and process enhancements.• Monitored user issues in Jira and Zendesk; employed communication platforms (Slack, email, and chat) to elevate customer interactions and support efficiency.• Liaised with users remotely and in person to comprehensively assess their needs, guide them through… Show more • Oversaw the planning and execution of continuous improvement efforts for the Engineering Workspace service; achieved a 10% increase in end-user efficiency through the implementation of automation and process enhancements.• Monitored user issues in Jira and Zendesk; employed communication platforms (Slack, email, and chat) to elevate customer interactions and support efficiency.• Liaised with users remotely and in person to comprehensively assess their needs, guide them through required actions, and manage expectations.• Partnered with technical and engineering teams to field customer inquiries of a technical nature; explained instructions and concepts in easy-to-understand language to lay audiences. • Established and strengthened relationships with key community influencers, facilitating a 25% increase in positive user reviews/testimonials and higher brand credibility.• Translated data analytics and user feedback into pain points and areas of improvement, informing the conceptualization and implementation of strategic updates that positively impacted the user experience Show less

Los Angeles, California, United States

• Addressed and resolved Citrix issues to maintain operational continuity for virtual desktop environments, enable remote access, and increasing flexibility for employees.• Initiated troubleshooting procedures to diagnose issues; drafted and updated documentation reflecting issues encountered, root causes, and preventive/corrective actions taken. • Delivered knowledgeable technical support to 200+ employees; attained a 95% satisfaction rate based on post-resolution… Show more • Addressed and resolved Citrix issues to maintain operational continuity for virtual desktop environments, enable remote access, and increasing flexibility for employees.• Initiated troubleshooting procedures to diagnose issues; drafted and updated documentation reflecting issues encountered, root causes, and preventive/corrective actions taken. • Delivered knowledgeable technical support to 200+ employees; attained a 95% satisfaction rate based on post-resolution surveys.• Recognized for a strong track record of eliminating technical issues within tight timeframes, maximizing productivity, and minimizing disruptions.• Guided the resolution of complex issues within integrated computer systems to prevent downtime or interruptions of critical business functions. Show less

Los Angeles, California, United States

• Leveraged strong problem-solving skills and a process enhancement mindset while independently investigating and remediating customer service and traveler issues.• Reduced escalations to management by 30% by mitigating concerns, developing creative solutions, and implementing system improvements to prevent reoccurrence. • Acquired a high level of proficiency with Sabre GDS and its features/functionalities for booking. • Directed the activities of a team of travel… Show more • Leveraged strong problem-solving skills and a process enhancement mindset while independently investigating and remediating customer service and traveler issues.• Reduced escalations to management by 30% by mitigating concerns, developing creative solutions, and implementing system improvements to prevent reoccurrence. • Acquired a high level of proficiency with Sabre GDS and its features/functionalities for booking. • Directed the activities of a team of travel agents to execute critical flight missions during peak holiday seasons and IROPs; sustained an above 97% completion rate for all chartered flights and earned commendation from both clients and Viking management. Show less

Boston, Massachusetts, United States

• Assured operational compliance with FAA, JetBlue, and airport regulations, leading to zero regulatory violations during audits.• Collaborated with a team to prioritize and delegate tasks, assuring full coverage of all functional areas.• Supported the successful launch of Safedock Advanced VGDS at Logan Airport through rigorous testing, functionality validation, and feedback.• Conducted meticulous pre-flight checks to verify the readiness of both crew and aircraft and… Show more • Assured operational compliance with FAA, JetBlue, and airport regulations, leading to zero regulatory violations during audits.• Collaborated with a team to prioritize and delegate tasks, assuring full coverage of all functional areas.• Supported the successful launch of Safedock Advanced VGDS at Logan Airport through rigorous testing, functionality validation, and feedback.• Conducted meticulous pre-flight checks to verify the readiness of both crew and aircraft and facilitate seamless flight operations. Show less

Norwood, Massachusetts, United States

• Conducted special conversations with guests to identify personal preferences, resulting in a 20% increase in personalized recommendations and guest satisfaction.• Successfully arranged theater, sporting event, and local attraction tickets for over 200 guests, achieving a 98% satisfaction rate based on ticket availability and delivery.• Maintained an updated and extensive database with information about city resources, ensuring 100% accuracy and accessibility for the guest… Show more • Conducted special conversations with guests to identify personal preferences, resulting in a 20% increase in personalized recommendations and guest satisfaction.• Successfully arranged theater, sporting event, and local attraction tickets for over 200 guests, achieving a 98% satisfaction rate based on ticket availability and delivery.• Maintained an updated and extensive database with information about city resources, ensuring 100% accuracy and accessibility for the guest services team. Show less