Brian Sullivan

Work History

Tier 2 Technical Support Specialist

Tanger Outlets

Greensboro, NC

12.2014 - Current

Shepherded customers through ongoing or multifaceted technical struggles to research long-term solutions.
Dispatched field service technicians to correct issues requiring in-person technical assistance.
Assessed technical complexity of tickets often troubleshooting networking and development issues to determine best next steps with no Tier 3 level support, these tasks normally fell to me and one other.
Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Leveraged data-driven monitoring systems to identify and resolve potential issues.
Mentored less experienced team members to improve customer responses and work towards one-touch tickets.
Received inbound phone calls transferred from Tier 1 specialists to research and resolve advanced technical issues.
Analyzed code to assist support team in finding solutions and workarounds to problems.
Collaborated with vendors to locate replacement components and resolve advanced problems.
Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
Patched software and installed new versions to eliminate security problems and protect data.
Configured hardware, devices and software to set up work stations for employees, including some configuration on deployment/imaging servers.
Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
Served as direct contact for VIP employees, including CEO, COO, CFO, and their administrative assistants to maintain satisfaction at the highest levels of the organization.
Served as the lead point of contact in IT for Disaster Recovery and Business Continuity planning for all departments.
Maintained legacy phone equipment (Avaya) and backup/restore data domain (Avamar) during transitions to newer implementations (Teams & Veeam respectively). Also handled initial setup and transition of those applications.
Helmed the spam filter (Proofpoint) and IT security training platforms (KnowBe4) for nearly two years when the previous administrator retired.
Fostered Active Directory user setup and maintenance, including GrpGL assignments, OU cleanup, and role configurations for onboarding and termination processes.

DHR Specialist/Internal Process Auditor

Teleflex Medical

Asheboro, NC

06.2010 - 12.2014

Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Completed timely quality reports highlighting deficiencies and recommending corrective actions.
Inspected raw and in-processed materials to determine quality and any not meeting minimum standards.
Monitored departmental forms for compliance to submissions rules and guidelines.
Scheduled and executed 2 yearly audits.
Evaluated finished products and assigned grades based on factors such as color and texture.
Conducted organizational safety program reviews per department protocols.
Helped maximize output quality by approving production tests and specifications in advance and communicating required changes to supervisors.
Identified issues of non-compliance and elevated reports to senior personnel.
Performed continuous random spot reviews of daily log pages, non-routine and work package contents for completeness, correct use of appropriate references and approved data.
Determined correct procedures for inspection and review to standardized audit processes.
Acquired ISO13485 certification for process auditing medical device manufacturing.

Department Manager

Office Depot Inc

High Point, NC

08.2006 - 10.2009

Worked actively with management team to create daily and weekly sales plans based on weekly sales trends.
Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
Communicated with managers of other departments to maintain transparency.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Managed inventory and receiving operations to maintain optimal stock levels and meet expected demands.
Partnered with merchandising team to plan and execute floor moves, merchandise placement and overall sales set-up.
Kept employee workloads fair and balanced to achieve objectives while maintaining high job satisfaction.
Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
Developed empowering employee culture focused on equipping employees to independently meet customer needs.

Summary

Overview

Work History

Tier 2 Technical Support Specialist

DHR Specialist/Internal Process Auditor

Department Manager

Education

Bachelor of Science - Network Operations & Security

Skills

Software

Certification

Work Availability

Timeline

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