Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Stephen Brown

Lake Odessa,MI

Summary

Technical Account Manager with more than 16 years of hands-on experience in software development and web technologies to support enterprise accounts. Develops and promotes value realization that translates into closed new business, renewal and upsell opportunities. Proven record of successfully proposing technical solutions by presenting complex concepts in easy to understand terms and building strong, long-lasting relationships with senior executives and project level resources.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Technical Account Manager/ Systems Trainer

Tracy, Inc.
09.2007 - Current
  • Provided in-depth product training for customers, enhancing their understanding and usage of technology.
  • Managed multiple accounts simultaneously, maintaining high levels of organization and prioritization.
  • Increased client satisfaction by promptly addressing technical issues and providing tailored solutions.
  • Served as a liaison between clients and internal teams to ensure smooth project execution and delivery.
  • Wrote detailed technical documentation for company products.
  • Created training videos that were accessible via software suite.
  • Assisted customers in troubleshooting product issues and provided timely technical support.
  • Implemented new customer systems by creating SQL database and IIS web app.
  • Assisted in migration of existing systems to new servers.

Helpdesk Technician/Store Hardware Inventory Tracker

Family Christian Stores
07.2006 - 09.2007
  • Support of all software and hardware located in stores.
  • Windows 2000 POS PCs which ran Portfolio POS software and Internet Explorer for Intranet programs access.
  • Windows 2000 Administrator CPUs that were loaded with MS Office 2003 and attached printer.
  • Store server running Windows 2003 Server with RAID 1 setup and attached printer.
  • Duties included placing service requests with IBM to fix any hardware issues not resolved over phone.
  • Responsible for imaging and configuring replacement CPUs using Symantec Ghost.
  • Continued setting up new stores with all necessary hardware.

Consultant

Impact Business Group
01.2006 - 07.2006
  • Six month contract position involved in roll out of a new POS system to all stores in the Family Christian Stores chain.
  • Duties included a hardware upgrade to an IBM desktop that would be the store server.
  • Upgrade included increasing of RAM, installation of an Adaptec RAID controller and a secondary HDD.
  • CPUs that were to be used for register systems also had a RAM upgrade.
  • Other duties included the use of Symantec Ghost to apply a Windows 2000 Professional image to register and Administrator CPUs and Windows 2003 Server image to store server CPU
  • The assigning of IP static addresses, the creation of a scope in DHCP Administrative tool, the use of MS SQL Server Enterprise Manager to register the store server and each POS register, the configuration of the POS server software and the installation of print driver on server and admin machines.
  • Performed Q & A testing on each store's system by setting up all computers that were to be shipped to store
  • Connecting them to a switch, verifying network connectivity, performing test print jobs and running test transactions with the POS software on all registers.

Consultant

Insource & KForce
10.2004 - 05.2006
  • Project to project basis with
  • Contracted out to deploy new end user systems at local company.
  • Duties included taking physical inventory of new systems, imaging with Symantec Ghost software, backing up and restoring end user data with the use of Blue Current, deployment of machine to end user, configuration and set up of MS Outlook.
  • Installing network printers in Social Security Administration offices around West Michigan.

Helpdesk Support

Tek Systems & Computer Products and Resources
11.2000 - 06.2005
  • Six month contract to Computer Products and Resources assigned to an Architectural\Engineering firm.
  • Duties included the resolving of Helpdesk issues, usually involving various software and\or hardware problems.
  • Upgraded all client systems from Win NT to Win 2000
  • Kept updated inventory of all user software and hardware.
  • Created new system images with Ghost and Drive Image Pro
  • Applied new images to new hire or rebuilt systems then deployed these new systems.
  • Tested new software and software updates for overall compatibility with current setup and wrote detailed documentation for the installation of said software.
  • Involved in moving the company to new location which included the relocation of 300+ personal computers.

Computer Technician

Digilink Computers
03.1999 - 11.2000
  • Hired to design and build customers’ systems to exact specifications
  • This included assembly from desired hardware components and installation\configuration of OS and other software packages.
  • Successfully obtained A+ certification and became part of Tech dept
  • While maintaining previous responsibilities.
  • Became Service Manager of Tech dept
  • Duties included servicing and troubleshooting PCs and hardware replacement and configuration
  • On-site networking which included running cable and peer-to-peer configuration using Windows 98.

Education

National Institute of Technology
10.1997

Skills

  • Remote Support
  • Hardware knowledge
  • Software Knowledge
  • Incident Management
  • System Administration
  • Customer Support
  • Technical issues analysis
  • System Maintenance
  • Experienced with SQL, IIS, HTML, and ASPNET

Certification

A+ Comptia Certified

Timeline

Technical Account Manager/ Systems Trainer

Tracy, Inc.
09.2007 - Current

Helpdesk Technician/Store Hardware Inventory Tracker

Family Christian Stores
07.2006 - 09.2007

Consultant

Impact Business Group
01.2006 - 07.2006

Consultant

Insource & KForce
10.2004 - 05.2006

Helpdesk Support

Tek Systems & Computer Products and Resources
11.2000 - 06.2005

Computer Technician

Digilink Computers
03.1999 - 11.2000

National Institute of Technology

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