Brian Peters
IT Support Manager @Marcus Hotels & Resorts
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WORK HISTORY
IT Support Manager @Marcus Hotels & Resorts
Milwaukee, WI, US
Manage team of six Helpdesk Support Technicians supporting over 1,400 customers in over 20 properties and perform management duties which include performance evaluations, developing and presenting team training curriculum, coordinating the collaboration of remote team members on technical projects and initiatives and mediating internal/external team conflicts to successful resolutions.• Mentor and develop the Helpdesk Support members. Coach team members in the execution of the highest quality or service.• Provide incident management for call center specific technologies such as PMS Systems, Credit Card Payment Systems, Guest technologies, and more.• Creation of technical documentation for associates in the field and the IT Department.• Monitor future trends in the industry and recommend new technologies that will advance the technical support call center.
EDUCATION
Fox Valley Technical College
Computer Programming
Milwaukee Area Technical College
eCommerce Web Administration
SKILLS
ABOUT BRIAN PETERS
Talented and accomplished Desktop Support Technician and Supervisor with extensive skills and experience installing, configuring, and implementing computer hardware and software. Proven ability to successfully support and work with “C” level executives, coordinate and manage technical teams, manage projects, and troubleshoot complex issues. Ability to work effectively in a highly challenging environment.Specialties Include:• Windows MS Office 2003/2007/2010/2013/2016, Project, Visio, Antivirus Software • PC/Server assembly and repair, routers, switches, access points, peripherals• LAN/WAN, TCP/IP, Ethernet DSL, Cat-5 cabling• Microsoft Active Directory• Microsoft System Center Configuration Manager• Symantec Ghost and Endpoint Protection• Remote Assistance Software including Dameware, LogMeIn Rescue, and Microssoft RDP• Personal handheld devices including but not limited to Blackberry, iOS, and Android
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