Richard Brown

About Richard Brown

I am a Senior Technical Support and Application Support Engineer with over 12 years of experience supporting enterprise cloud platforms, SaaS applications, and mission-critical business systems. My background spans Oracle Fusion HCM cloud environments, Microsoft 365, Active Directory, VMware, SQL reporting, and high-volume SLA-driven support operations.I have served as an escalation lead supporting global enterprise environments, coordinating resolution efforts across development, infrastructure, and engineering teams. I supervised a team of five engineers, managed high-impact incidents, led stakeholder calls during implementation projects, and developed operational documentation to improve service efficiency.My experience includes system validation, UAT coordination, deployment readiness, post-implementation stabilization, identity and access management, and cloud application troubleshooting. I am highly experienced in Remedy and Jira ticketing systems and have exposure to PowerShell scripting and networking fundamentals.Currently expanding into cybersecurity, I bring a security-first mindset to cloud operations and enterprise support environments.Open to senior-level Technical Support Engineer, Application Support Engineer/Analyst, Desktop Support Lead, and Oracle HCM Techno-Functional roles. Open to relocation and hybrid or remote opportunities.

Experience

1. Operational Technology Systems Lead

   Keurig Dr Pepper Inc.

   Oct 2025 — Present · Orlando, FL, US

   Serve as Operations Systems Lead and technology liaison supporting warehouse distribution platforms, SAP-based inventory systems, and enterprise reporting solutions.• Act as primary systems power user for SAP inventory, order fulfillment, and operational reporting workflows, ensuring data accuracy, audit readiness, and process optimization• Design and maintain Power BI dashboards to monitor KPIs, productivity metrics, inventory performance, and executive reporting insights• Support Okta identity access management and Single Sign-On (SSO) workflows, troubleshooting authentication issues and coordinating with IT security teams• Utilize Microsoft 365 (Excel, SharePoint, Teams, Outlook) to drive data analysis, documentation, and cross-functional collaboration• Partner with corporate IT and infrastructure teams to resolve system issues, improve digital workflows, and enhance operational technology performance• Maintain compliance with enterprise reporting, security, and documentation standards

Education

• Bishop

  Associate of Arts and Sciences - AAS, Computer and Information Sciences and Support Services

  1996 — 1998

• Williamson High School

  Diploma, Electrical and Electronics Engineering

  1992 — 1996

• Alabama State University

  Bachelor of Science (BS), Computer and Information Sciences and Support Services

  2000 — 2008