Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

Brian McDonough

Goldsboro,NC

Summary

Dynamic Systems Analyst with a proven track record at Tulsa Community College, excelling in SQL and customer service excellence. Spearheaded the migration to an updated ERP platform, enhancing system efficiency. Adept at problem-solving and team management, consistently delivering high-quality service and fostering effective communication across departments.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Systems Analyst I

Tulsa Community College
Tulsa, OK
05.1996 - 05.2020
  • Provided technical support for the ERP finance system, ensuring effective troubleshooting and maintenance of software applications.
  • Developed and maintained interfaces, reports, and data extraction processes, leveraging COBOL and SQL programming skills.
  • Facilitated the successful migration of data from a legacy finance system to an updated ERP platform, enhancing system efficiency.
  • Conducted system software upgrades and configurations, including post-installation adjustments and end-user remote assistance.
  • Delivered comprehensive customer service, including creating and resolving help desk tickets, and contributed to team software upgrade projects.

Escalations Manager

Zayo
  • Overseeing the entire escalation process from initial report to resolution, ensuring timely responses and effective solutions.
  • Keeping all relevant parties (customers, internal teams, management) informed of progress and outcomes.
  • Identifying the underlying reasons for escalations and working to prevent future occurrences.
  • Identifying and implementing changes to improve the escalation process and customer satisfaction.
  • Working closely with various teams (support, engineering, product, etc.) to resolve complex issues.
  • Tracking and analyzing escalation metrics to identify trends and areas for improvement.
  • Representing the customer's needs and ensuring their concerns are addressed appropriately.
  • Excellent verbal and written communication skills to interact with customers and internal teams.
  • Ability to analyze complex issues and develop effective solutions.
  • Ability to de-escalate tense situations and find mutually agreeable solutions.
  • Depending on the industry, may require specific technical expertise.
  • Ability to understand and address customer concerns with sensitivity and professionalism.
  • Ability to guide and motivate teams to resolve escalated issues.
  • Ability to analyze data, identify trends, and develop solutions.
  • Ability to manage multiple escalations simultaneously and ensure timely completion.

Education

Associate - Computer Science and Information Technology

Tulsa Junior College

Skills

  • SQL and Cobol
  • JCL and Unix
  • Linux and Mac OS
  • Windows operating systems
  • Policy development
  • Technical manual creation
  • Written and verbal communication
  • Customer service excellence
  • First call resolution
  • Time management
  • Technical proficiency
  • Customer sensitivity
  • Team management
  • Performance evaluation
  • Talent acquisition
  • Problem-solving expertise
  • High-quality service delivery
  • Remote desktop support
  • Help desk operations
  • System troubleshooting and remediation
  • Analytical and research skills

Websites

Certification

  • A+ Certification
  • MD-101 Microsoft Modern Desktop Admin Instructor Lead Course – udemy
  • IT Helpdesk Administrator (v20.4) - Medcerts
  • MD-100 Microsoft Windows 10 Prep Course - udemy
  • Network+ Certification (in progress, 90-%)
  • Security+ (in progress, 50%) - udemy
  • Cisco Certified Support Technician (CCST) Networking Cert Prep: 4 Troubleshooting and Securing Networks
  • Cisco Certified Support Technician (CCST) Networking Cert Prep: 2 IP Addressing
  • Cisco Certified Support Technician (CCST) Networking Cert Prep: 3 Connecting Network Devices
  • Cisco CCNA (200-301) Cert Prep: 1 Network Fundamentals and Access
  • Learning Cisco CLI Router Configuration

Timeline

Systems Analyst I

Tulsa Community College
05.1996 - 05.2020

Escalations Manager

Zayo

Associate - Computer Science and Information Technology

Tulsa Junior College

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