J Kevin Brasher

· Provide level 1 & 2 Service Desk support for multiple clients for a Managed Service Provider in an enterprise wide environment supporting various corporate offices, vendor locations and a large work at home staff.

· Provide remote technical support for all computer hardware, software, telephony, and network related problems company wide.

· Diagnosis and resolution performed via telephone through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.

· Escalate complex problem to appropriate 2nd or 3rd level support specialists.

· User account setup, maintenance, and troubleshooting in both AD and multiple applications.

· Assist with maintaining knowledge base articles, assisting with ticket escalations, creating and managing user accounts in Active Directory and for multiple internal applications.

· Consistently met or exceeded all Service Desk metrics including FCR, AHA, ASA, and Customer Satisfaction Scores.

· Provide level 1 & 2 Service Desk support for a large home repair service company in an enterprise wide environment for approximately 1,2,00 employees supporting various corporate offices, vendor locations and a large work at home staff.

· Provide remote technical support for all computer hardware, software, telephony, and network related problems company wide.

· Diagnosis and resolution performed via telephone through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.

· Escalate complex problem to appropriate 2nd or 3rd level support specialists.

· User account setup, maintenance, and troubleshooting in both AD and multiple applications.

· Assist with maintaining knowledge base articles and self-service articles.

· Participated in providing 24/7 On-Call technical and critical incident support.

Consistently met or exceeded all Service Desk metrics including FCR, AHA, ASA, and Customer Satisfaction Scores.

• Provide level 1 Global Service Desk support for a large insurance company in an enterprise wide environment for approximately 12,000 end users in numerous field and corporate offices located both domestically and overseas.
• Provide remote support for all hardware, software, telephony, and network related problems company wide.
• Assumed remote control over customers' computers when necessary to resolve problems.
• Diagnosis and resolution performed via telephone/email/chat for customer's end users through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps.
• Escalate complex problem to appropriate 2nd and 3rd level support specialists.
• Administer and provide User account provisioning.
• Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.
• Routine maintenance updates with other IT staff and business units.
• Provide knowledge transfer of Service Desk operations.
• Maintained a minimum 70% First Call Resolution for all inbound calls for support as well as meeting other Service Desk related metrics.

• Provides first level support for all electronic or telephony generated requests for service.
• Responds to customer requests and complaints, answers questions, troubleshoots user and system errors and provides problem resolution over the phone as much as possible to promote accelerated problem resolution.
• Escalates to second level support as appropriate.
• Responsible for tracking and reporting each request, for documenting the responses given and for utilizing appropriate departmental procedures in developing the proper response to each type of requests.
• Responsible for initiating follow-up calls to user departments regarding the status of requests, miscellaneous table and account maintenance, account management and low priority software installations.
• Maintains a broad knowledge of all Information Services software and hardware being utilized to be technically conversant at all levels of problem solving through reading, briefings, seminars, and classes.
• Responsible for creating, modifying and maintaining security passwords and profiles for specified applications within the Information Services domain.
• Specifically, Active Directory and Email systems, however other applications can apply (EMR, clinical system, ERP, etc...) Logs and tracks various types of requests to isolate and improve problem areas.
• Monitor network components/systems/applications for potential service outages or equipment failures and document events via service/incident management system as they occur.
• Produce, communicate, and maintain up-to-date, accurate documentation as required.
• Provides assigned training to less experienced personnel as required or scheduled.
• Becomes certified to operate and perform all duties in a solo manning function allowing for being included in the on-call 24X7 rotation for after-hours support.

• Assisted in growing master control operations from two television stations to over twelve broadcasts stations in a HUB-based environment.
• Primary responsible for is setting up, controlling and monitoring television broadcast equipment to transmit television programs over the air in accordance with company policy and FCC guidelines.
• On-air switching of live sports and other live programming.
• Programming satellite hardware and software to acquire signal for broadcast use.
• Utilizing various hardware and software platforms for use in master control environment.
• This includes but is not limited to playlist manipulation and automation, dubbing in program content, recording satellite feeds for playback, monitoring audio/video signals, and content acquisition from syndication partners.
• Support the operation of the station by assisting Engineering, News, and other departments as needed.

• Provided primary end user support for 200+ on-site and remote users on a broad scope of hardware and software problems as well as printing and network connectivity.
• Performed troubleshooting, repairs, set-up and upgrades for all desktop computer systems and related peripherals.
• Coordinated depot repairs with appropriate vendors for all hardware under warranty.
• Responsible for user maintenance in Windows 2003 Active Directory for account creation, unlocking, password resets, and NTFS permissions.
• Company cell phone administration including purchasing, distribution, invoicing, and technical assistance for all company cell phones and blackberry devices.
• Conducted technical training for new hardware and software to end users in both a group setting as well as one-on-one.
• Assisted department managers on decisions regarding the purchase of PC hardware and software.
• Responsible for MIS procedural documentation and asset management.

• Provided primary end user support for 100+ on-site users on all PC related hardware, software and network issues in a Windows networking environment.
• Complete system set-up and component installation including motherboards, memory, hard drives, and I/0 cards, etc.
• Install and Configure Microsoft Windows Operating systems and service packs.
• Windows NT 4.0 Server LAN Management duties including but not limited to permissions, DHCP server, system, backups, and user maintenance.
• Network printer installation/configuration.
• Successfully planned and coordinated the upgrade of all Company PC's from Windows 4.0 workstation to Windows 2000 Professional Assisted with the successful implementation and integration of the company's wireless network spanning the entire facility and responsible for all troubleshooting of connectivity issues and maintenance of related hardware devices.
• Responsible for MIS procedural documentation and asset management Assisted management with decisions regarding all company purchases of PC hardware and software.
• Computer operator duties for IBM 3270 mainframe including the submission and monitoring of batch jobs for successful termination to the final process of daily report printing and distribution.