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William R. Brand
283 N. Oak lawn Avenue
Elmhurst, IL
60126-2522
PH: 630-833-6199
Email: btriumph73@email.msn.com
EMPLOYMENT OBJECTIVE:
Seeking managerial position utilizing 20 years experience
in the IT field: Extensive background in program/project management, hardware
service and parts inventory control.
EXPERIENCE:
Independent IT consultant
September 2000 to present
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Assisted
IT staffing organization design and implement service level and scope of
work agreements.
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Established
vendor relationships for parties involved in the above.
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Assisted
established computer hardware repair service improving day-to-day
operations.
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Assisted
organizations with staffing needs.
Midland
Business Systems
Program/Project manager
October 1999 to
May 2000
Responsible for management of five to eight level two IT
technicians at a customer site in a 5000 seat environment in three local offices
and 41 remote offices throughout the U.S. and Canada. Scope of work included:
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Upgrades
of existing hardware and software
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Diagnose
and repair of hardware and software problems
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Call
queue management of 3 local offices and 41 remote locations
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Developing
process methods with vendors to decrease user downtime
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New
service procedures implemented with vendors to decrease downtime at remote
locations
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Assisted
Y2K Project manager during rollout.
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Developed
and maintained daily, weekly, and monthly reports for call queue.
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Responsible
for time tracking of technicians.
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Prioritizing
and scheduling of calls between users and technicians.
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Scheduling
projects with department heads.
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Liaison
between technicians and company management for out of scope issues
MAJOR ACCOMPLISHMENTS:
Reduced open call queue from 150 open calls to an
average of 25 open calls, with a staff decreased 30%.
Decreased end-user downtime significantly with
processes developed with national and local vendors.
Microage
Inc.
January
1989 to October 1999
I advanced to different levels of support and
management during my ten plus years of employment there. I listed them in
chronological order.
Program manager/ Field service supervisor
July 1997 to October 1999
Responsible for on-site management of installations
and technical services for major corporate accounts. The operating environments
included Windows, Windows NT, Macintosh, and H.P. printing.
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Developed
and implemented various scopes of work.
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Managed
national customer hardware and software rollouts.
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Designed
and implemented systems for measuring metrics of a service level agreement.
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Managed
different staffs. Duties included hiring, orientation, technical training,
time tracking, and disciplinary action as needed.
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Call
queue management; Scheduling calls and multiple projects.
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Process
development methods implemented in collaboration with clients.
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Scheduled
staffing and timeframes for major office moves.
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Proficient
with Remedy, Rescue, and Vantive dispatch systems.
Senior Field Engineer December 1992 – June 1997
Provided 0n-site support offering technical
expertise to major accounts. Duties included:
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Hardware
and software support in DOS, Windows/NT, H.P. printing, and Macintosh
environments.
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Server
support at national accounts for Compaq, IBM, and Macintosh accounts
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Preformed
custom configurations.
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mplemented
new service procedures and acted as a resource for other team members and
internal MicroAge staff members from different departments.
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Collaborated
with various vendors (Compaq, Apple, and Hewlitt Packard) on problem
resolution with new products.
Field Engineer
January 1989 – November 1992
Field service and on-site client support.
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Repair
of AST, Compaq, Epson, HP, IBM, Macintosh, NEC, and Toshiba desktops
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Field
service and on-site client support. Duties
included: Repair of Apple, Compaq, Epson, HP, IBM, Lexmark, NEC, Okidata,
and Toshiba printers
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Repair
of portables and Laptops
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Hardware
and software upgrades
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Bench
repair of circuit boards
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On-site
configurations
MAI/ Sorbus Inc.
June 1981 to November 1989
Senior Field Engineer
Provided on-site support of terminals, printers and
mini-systems:
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Hardware
repair to component level on many systems, terminals, and printers.
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Conducted
training classes on printers and mini systems.
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Provided Novell
operating system support on the North Star system.
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Received three
promotions from 1981 to 1989.
Professional
Accomplishments:
I was elected to MicroAge President’s Club in 1991 and
1995 by colleagues for outstanding performance and also received numerous other
awards while at MicroAge for ongoing projects. While I was at MAI/ Sorbus I
received various awards and letters of commendation from clients.
Certifications
Apple desktops and printers, Compaq desktops and servers,
Epson desktops and printers, Hewlett Packard printers, IBM desktops, servers,
and customer relation’s class, Lexmark printers, Nu-gen printers, Okidata
printers.
EDUCATION:
Moraine Valley College: Completed two years of business
management coursework
Moraine Valley College: Novell version 3.12 completed 1994
Control Data Institute: Electronics course completed;
1980-1981
Continuing Education:
I am currently studying project management and I will be
pursuing a Microsoft Certified Professional certificate.
References:
Available upon request.
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