Bob Brown

About Bob Brown

Success as a Program Manager, Network Manager, Network Administrator, System…

Experience

1. Service Value Specialist

   Compucom

   Oct 2016 — Present · Plano, TX, US

   I headed up a team of Fortinet Firewall configuration, implementation, and installations nationwide. The task included gathering network information and IP\'s from clients to allow engineers to configure 3 models for firewalls, 30E, 60E & 100D devices.I also travel to Louisville Ky to interview and train a team of network engineers our process.Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support•Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required•As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post-incident review•Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed •Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed upon•Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems•Drive internal and third party service review meetings covering performance, service improvements, quality and processes

Education

• Tyler Junior College

  Associate's Degree

  1978 — 1979

• Southern Methodist University

  Engineer's Degree

  1999 — 2000