Robert Brown Email & Phone Number

Georgia, United States

Provide expert solutions to complex customer issuesPerform Data analysis and editing of customer data

Georgia, United States

• Accepted warm transfer of callers from the L1 Service Desk
• Acknowledged and updated incidents with all work performed in Client ITSM to restore services
• Assisted resources at remote locations with troubleshooting issues
• Coordinated dispatch and support of Client third party service technicians to restore service to IT equipment at remote locations
• Made out-bound calls as required to resolve incident tickets, working with remote employees and other support groups (L3/RTI support groups)
• Remotely supported IT equipment following provided support knowledge

Lawrenceville, Georgia, United States

Provided exceptional support to customers and/or partners in responding to questions and issues with the Sage 50 US applicationInitialized and maintained cases with accurate information to provide a full record of each issue and resolutionPerformed research and troubleshooting to resolve casesContributed to the development of internal knowledge.

Lawrenceville, GA

Provided first/second-level technical support for IoT/IOE technologies to Cisco customers, partners, account teams, and other Technical Assistance Center engineers.Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity.Maintained detailed records of customer inquiries, comments, and.

Greensboro/Winston-Salem, North Carolina Area

Volvo Dealer Business Services IT (Greensboro, NC) - 01/2011 to 10/2016Function as single point of contact to support all customers and internal employees in using the applications and infrastructure.Ensure that all problems and requests are logged and tracked in the Remedy Case Management System correctly and accurately.Resolve incidents, escalate where.

Greensboro/Winston-Salem, North Carolina Area

• Installation of POS equipment in commercial businesses
• Trouble shooting of laptops running Windows 2000/XP
• Trouble shooting and installation of Cisco routers, switches and firewalls
• Trouble shooting and installation of Nortel routers and switches

Greensboro/Winston-Salem, North Carolina Area

• Troubleshoot video, digital phone and data services with subscribers
• Resolve data problems that involve local network issues, email issues, modem trouble and other equipment and/or software configurations
• Utilize reasoning and critical thinking skills, indentify appropriate fix agent and resolve single-user issues
• Assist, coach, train all support representatives on work-related procedures and products
• Work with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures

Greater Atlanta Area

• Responsible for responding to help desk tickets, GroupWise/Novell related issues, and assist in problem solving
• Supported multiple GroupWise domain system, performing day to day task including creating and deleting users, resources and distribution lists, and moving and renaming users
• Assist in back up and disaster recovery
• Trouble shooting of laptops running Windows 2000/XP
• Trouble shooting of servers running Novell Netware 6.5 and Windows 2000/XP

Greater Atlanta Area

• Responsible for responding to help desk tickets, GroupWise/Novell related issues, and assist in problem solving
• Supported multiple GroupWise domain system, performing day to day task including creating and deleting users, resources and distribution lists, and moving and renaming users.
• Assist in back up and disaster recovery.
• Support Blackberry, PDA and remote users.
• Connected GroupWise Internet/Intranet Access and users to other users both within DHR and via internet mobile access methods, and connecting to other mail systems.
• Trouble shooting of laptops and desktops running Windows 2000/XP/98

New York - New Jersey

• Panasonic EDI: (Secaucus, NJ)
• Performed helpdesk duties using remedy
• Performed troubleshooting and provided expedient solutions
• General maintenance of LAN services (files, printers, e-mails, fax, servers, RAS) running Windows 2000- Dendrite: (Morristown, NJ)
• Participated in the roll out of “Sherlock” software for Pfizer pharmaceutical reps
• Assisted in the configuration of laptops (Windows 2000)- Sungard: (Carlstadt, NJ)

Valley Cottage, NY

• Provided 1st Point of contact for all major system outages and network troubles
• Planned, installed, configured, and maintained MS Exchange topology, providing reliable in-house email service
• Management of the Windows NT and UNIX networks
• Management and Administration of the messaging system consisting of MS Exchange 5.5 server, Internet Mail Service (IMS) server, and Outlook Web Access (OWA) server Servicing 400+ users
• Implemented roaming NT user profiles
• Performance, analysis, reporting, documentation, maintenance of mail related DNS records, development of company email security policies

Greater New York City Area

• Administration and maintenance of 4 MS Exchange 5.5 servers
• Provided technical support for over 1000+ users, at the US Mission to the United Nations (USUN)
• Conducted analyses of the effectiveness, and productivity of existing Windows NT servers, MS Exchange server, Right Fax/Internet server, and Print server
• Conducted regularly scheduled maintenance procedures such as backups, updates, creating user accounts and assigned the necessary levels of permissions, configured individual MS Outlook accounts and downloading processes
• Managed several projects including leading the test trials of Windows 2000 & MS Office 2000, the migration from Biscom Fax to RightFax 6.0, the upgrades of stand alone internet PC’s from Win 95 to Win 98 Provided.
• Participated in the upgrade from Cisco 2500 series to Cisco 7200 series routers, and conducted monitoring

Greater Philadelphia Area

• Planned, designed implemented a Local Area Network (Ethernet)
• Installation and configuration of operating systems (Windows NT 40, Windows 98) and Network Adapter Cards
• Created user accounts and assigned the necessary levels of permissions
• Configured individual Outlook accounts
• General maintenance of the LAN services (files, printers, e-mails, fax, RAS)
• Involved in the troubleshooting of desktop, application, laptop, and server problems

Greater Philadelphia Area

• Provide first level hardware, software, and network support to more than 100+ end-users, providing expedient resolutions with total customer satisfaction
• Migrated PCs and laptops from Windows 95 to Windows NT 40
• Assisted in product testing and regular evaluation of product updates
• Represents the resident office on assigned construction and environmental projects
• Performed quality assurance inspection of Superfund and Civil Works projects
• Assists with setting criteria for the bidding, construction and operation of projects, interpret plans, specifications and modifications

Plymouth Meeting, PA

• Prepared tax maps
• Conducted deed& title research
• Prepared tax assessments and right-of-way description
• Reduced field notes using various computer programs
• Note keeping
• Conducted inspections

Greater New York City Area

• Conducted deed/title and utilities research,
• Reduced field notes,
• Marked up drawings for drafters,
• Checked drawing accuracy,
• Down- loaded field data collector into computer,
• Prepared right-of-way descriptions and drawing;

Greater New York City Area

• Reduced field notes,
• Sketched drawings from field notes,
• Marked up and checked drawings for accuracy,
• Operated various surveying instruments,
• Kept field notes,
• Edited prints on job sites

Aas, Civil Engineering

Regents Diploma, Civil Engineering Technology/Technician