Brian Crowder
Millcreek,UT
Summary
Skilled team player with strong background in technical environments. Works well independently or as a team supervisor to handle assignments and always ready to go beyond the basics to get the job done. Quality-focused [Job Title] offering 20 + years of field service experience. Detail-oriented and proactive with diligent and focused approach to managing projects, reviewing work and coordinating call responses. Maintains strong internal, supplier and customer relationships for maximum effectiveness. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
23
23
years of professional experience
Work History
Lead Field Service Engineer
Becton Dickinson
04.2022 - Current
- Installation and configuration and repair of Pyxis pharmaceutical dispensing devices
- Managed inventory control, reducing costs associated with lost or unused parts while maintaining adequate stock levels for emergency repairs.
- Enhanced customer satisfaction by promptly addressing and resolving technical issues in the field.
- Collaborated with sales teams to identify opportunities for upselling additional services or products.
- Mentored junior field service engineers, providing guidance and support to enhance their professional development.
- Overcame logistical challenges during remote installations, ensuring successful project outcomes despite adverse conditions.
- Performed root cause analyses on recurring issues, leading to the implementation of long-term solutions that prevented future incidents.
- Acted as a liaison between engineering teams and customers, facilitating clear communication regarding system updates or modifications required onsite.
- Performed onsite installation, modification and maintenance of systems and equipment.
- Disassembled and reassembled complex machinery to repair or replace worn or malfunctioning components.
- Provided technical support to troubleshoot, repair and maintain operational efficiencies in hydraulic, mechanical, and electrical systems.
- Training of Physicians, Pharmacists, Nurses and Hospital staff of operation and maintenance of equipment
- Logistical planning and implementation of site builds
- Established strong relationships with key clients, contributing to account retention and growth.
Sr. Lead IT Incident Manager
NICE Inc.
01.2020 - 03.2022
- Leadership and Supervision of a global Critical Incident Management team in a 24-7/365 environment
- Management of critical impacting events and outages affecting customers and internal teams
- Creation and editing of Playbooks and technical documentation (Confluence)
- Administration of MS Teams, JIRA, ServiceNOW and xmatters
- Training of new IM staff
- Development and implementation of departmental policy consistent with ITIL v4 practices
- Other duties as assigned by NOC Director and VP of Telecom.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Implemented preventative measures by analyzing incident trends and working closely with the IT team to address vulnerabilities.
- Enhanced incident response times by streamlining communication channels and implementing efficient escalation procedures.
- Fostered a culture of continuous improvement within the organization through consistent review and refinement of existing processes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Collaborated with cross-functional teams to identify root causes of incidents, leading to targeted improvements in system stability.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Optimized resource allocation during major incidents through effective prioritization and delegation techniques.
- Led efforts to improve internal communication tools used in managing incidents, increasing transparency and reducing response times.
Manager, Network Operations and Support
Predictive Safety SRP Inc
01.2018 - 12.2019
- Administration and configuration of all cloud-based systems used by the organization (MS Azure, MS Office 365, MS Active Directory, Sonicwall Email Security, Webroot, MS Teams, Zoom, LastPass, Freshdesk)
- Lead and coached support agents in the use and configuration of Predictive Safety software applications
- Launched and created GDPR and ISO 27001 implementation program for the organization
- Lead Incident Manager for all internal and external outages and service interruptions
- Root Cause Analysis authoring and investigation
- Authoring of UAT testing plans, software administration guides, Administration of online LMS learning platform
- Management of internal help desk.
- Cross-trained existing employees to maximize team agility and performance.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Sales Engineer - Implementation Specialist
Predictive Safety SRP Inc
04.2017 - 01.2018
- Onboarding and Training of new customers in the use of Predictive Safety software applications
- Installation of kiosk-style testing stations at customer sites
- Device configuration and remote management
- Post-sale technical support and training of customers
- In-house SME for AlertMeter and PRISM software applications
- Sourcing and acquisition of equipment for on-site installations
- Project management of site builds
- Designed and delivered product training for clients.
Senior IT Incident Manager
Teleperformance Inc
05.2015 - 04.2017
- Lead investigation support of IT Engineers during network outages that effect overall network performance
- Documentation of Incidents, Root Cause Analysis (RCA) reporting, and other technical writing
- Training of new Incident managers
- Various other duties as assigned.
- Increased customer satisfaction by providing timely and accurate updates during incident resolution processes.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
- Established strong relationships with stakeholders across various departments to facilitate seamless collaboration during high-pressure situations.
- Developed and maintained detailed documentation for incident management processes, ensuring consistency in response strategies.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
Lead Network Infrastructure Technician
Utah Transit Authority
02.2012 - 05.2015
- Design, project management and certification of data networks (CAT5/CAT6/Fiber)
- Wireless network design, implementation and troubleshooting of twisted pair/fiber optic, CCTV, access, audio automation systems
- OSP (voice/data) troubleshooting and repair
- Skilled in use of Fluke certification meters, multimeter and related tools
- Responsible for initiating compliance of BICSI standards within the organization.
Transformer Diagnostic Technician
SD Myers Inc
09.2008 - 01.2012
- Diagnostic testing of high voltage electrical transformers and other substation devices for major utilities and various industries
- Processing and shipping of samples for return to company laboratory for analysis
- Training of new Technicians in field operations.
- Maintained a clean, safe, and organized work environment in compliance with OSHA regulations and best practices.
- Developed strong relationships with colleagues across departments, fostering a collaborative atmosphere conducive to high-quality patient care.
- Increased diagnostic success rate by performing tests diligently according to established protocols and manufacturer guidelines.
Sr. Field Technician
C-Comm Inc
06.2007 - 08.2008
- Installation, troubleshooting and diagnosis of drive thru radio systems, data cabling, wireless, and various other audio visual systems
- Calibrated new and existing equipment for optimal performance.
- Achieved high levels of customer satisfaction through meticulous attention to detail when completing repairs or installations, ensuring long-lasting results that met or exceeded expectations.
- Established positive rapport with clients by consistently demonstrating professionalism, technical expertise, and commitment to customer satisfaction.
- Tested systems, noting issues and completing preventive maintenance.
Network Installation Lead Technician
iBAHN Inc
03.2001 - 07.2005
- Supervision and installation of wired and wireless networks for major hotel chains in North America, APAC and EU regions
- Planned, scheduled, and delegated daily work to team of employees.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Managed team performance by training, mentoring, disciplining, and motivating employees.
- Established strong relationships with clients by consistently providing high-quality service and addressing concerns promptly.
- Managed daily activities, assigned tasks to specific staff members and utilized proven management techniques to cut work flow downtime and maximize revenues.
Education
CompTIA - IT
PC Training West/ University of Utah
Salt Lake City, UTHigh School Diploma -
Skyline High School
Salt Lake City, UTSkills
- Remote Support
- Warranty Management
- Network configuration
- Hardware Installation
- Field Operations
- Software Diagnostics
- Technical training
- Scheduling Coordination
- Equipment installation and repair
- Troubleshooting and repair
- Customer Service Management
- Customer Management
References
References available by request
Timeline
Lead Field Service Engineer
Becton Dickinson
04.2022 - Current
Sr. Lead IT Incident Manager
NICE Inc.
01.2020 - 03.2022
Manager, Network Operations and Support
Predictive Safety SRP Inc
01.2018 - 12.2019
Sales Engineer - Implementation Specialist
Predictive Safety SRP Inc
04.2017 - 01.2018
Senior IT Incident Manager
Teleperformance Inc
05.2015 - 04.2017
Lead Network Infrastructure Technician
Utah Transit Authority
02.2012 - 05.2015
Transformer Diagnostic Technician
SD Myers Inc
09.2008 - 01.2012
Sr. Field Technician
C-Comm Inc
06.2007 - 08.2008
Network Installation Lead Technician
iBAHN Inc
03.2001 - 07.2005
CompTIA - IT
PC Training West/ University of Utah
High School Diploma -
Skyline High School
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