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• Identified solutions and added to the configuration knowledge base to improve functionality and streamline support capabilities through developing new system application overview.• Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.• Performed additional tasks as requested by L2 Leads and Service Manager

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 databaseIdentified and addressed customer needs, provided proactive solutions to improve customer experience

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 opportunities.Reviewed customer records to identify potential issues.Handled call routing and other regular daily tasks to include data analysis, reviewing of processes & procedures, coordinating with various departments to manage customer issues.Provided efficient and effective troubleshooting of the customer’s data or routing issues.Worked with 3rd party vendors to integrate Cisco Systems with other components.Provided professional oral and written issue status to the customer, management, and engineering on request.

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 necessary and follows up on open cases.Troubleshoot technical issues using personal skills, knowledge base, vendor literature and communication with team members.Participate in new application rollouts to test and learn applications.Present feedback to development teams on how applications and infrastructure can be improved.Work with the other team members to exceed the Local and Global KPI requirements that are assigned by management.Develop detailed documentation and procedures to be added to knowledge base systems.

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•Performed troubleshooting and provided expedient solutions•Assisted in the configuration of laptops (Windows 2000)- Sungard: (Carlstadt, NJ) •Windows 2000 server builds•Configuration of operating systems (Windows 2000)•Created user accounts and assigned the necessary levels of permissions•Troubleshooting of Application servers•Assisted in Remote Access disaster recovery testing- HSBC: (Upstate NY Branches) •Rollout of new equipment and services•Configuration of operating systems (Windows NT 40)•Created user accounts and assigned the necessary levels of permissions•Troubleshooting of desktop application problems- EDS: (Social Security Administration; Jamaica, NY) •Assisted in the expansion of the PBX system•PC maintenance •Monitoring network and server activity for performance and reliability

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 •Negotiated contracts, determined future capacity and supported “Nortel” PBX switches, as well as other telecommunications equipment•Strategized with innovative ideas and systems to support overall business objectives•Installed and administered server products; developed, documented, and maintained server configuration and standardization; Provided workstation assignments, remote dial-up, email, and printer services; Restricted unauthorized access of network resources; Reviewed server loads and recommended load balancing for optimization•Provided support for the day-to-day activities, relationships, and resources necessary for the continued operation of the business information systems•Provided helpdesk to over 400+ end-users and two remote offices, assisted with solving problems and provided expedient solutions to meet their needs•Responsible for all data and network security•Developed the disaster recovery plan for the organization, with the goal of restoring network connectivity within a four-hour time period•Managed the backups using “VERITAS Backup Exec”, ensuring that backups were completed on a regular basis and the integrity of the backups •Management of the daily process of data transmissions containing customer information and financial data•Running the daily customer invoices

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 technical advice, consultation, and support for the design and development of new or modified information management systems, programs, and macros •Participated in the upgrade from Cisco 2500 series to Cisco 7200 series routers, and conducted monitoring •Carried out help desk operations, which provided user support & technical assistance for all hardware and software utilized at USUN •Responsible for ensuring that classified information systems are used and operated according to Federal and Department of State security requirements

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•Monitoring of all MS Exchange directory replication, site connectors, and Internet Mail Service (IMS) connectors•Installed configured and scheduled Seagate Backup•Management and Administration of Microsoft Exchange, MS Office Suite, Microsoft SNA Client for 95/NT and Anti-Virus applications (Innoculan, Norton Anti- Virus & McAfee)•Installation of AS400 for SNA Client, Rumba 31 for 95/NT, Quota Manager for assigning disk space quota in the server, Internet software and browsers•Installation, configuration and enabling of Remote Access Service (RAS), Modems, ISDN•Configuration and troubleshooting of client’s various hardware, desktops, laptops and server problems •Monitored, configured and supported Cisco routers network running RIP, OSPF, and IGRP

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•Checks contractor's adherence to approved progress schedules and evaluate progress for basis of payment•Submits daily reports detailing progress of work materials used, man hours worked, recommendations and suggestions

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•Verified property boundaries and staked out construction drawings.

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; •Note keeping and edited prints.

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•Performed construction inspector duties

Aas, Civil Engineering

Regents Diploma, Civil Engineering Technology/Technician