Brian Davidson

Experience

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  Carcom Technologies, Inc

  Jan 1995 - Aug 2000

  Senior Network Engineer

  Served as Senior Network Engineer for aproximately 50 local and regional small to midsized clients providing:- Implementation, administration and support for: Windows NT and 2000 Server (including Active Directory, Group Policies, etc.).- Novell Netware based servers (version 3.xx, 4.xx, 5.xx)- Microsoft Exchange Server 5.x and 2000.- Microsoft Windows 95-2000.- Microsoft Desktop Application Support: Word, Excel, PowerPoint, Access- LAN and WAN hardware (including firewalls, routers, switches, CSU/DSUs, etc. (CISCO and small business appliances)- Installation, maintenance and basic service for dot matrix, inkjet and laser printers.- Build and repair PC/Server hardware including whitebox, Dell, HP, IBM, Intel, etc.- Extensive (helpdesk) remote and phone support. Show less

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  Supreme Cable Technology, Inc.

  Jan 2000 - Jan 2008

  IT Manager

  Managed all IT operations for local manufacturing company.Managed and maintained Windows 2000/2003 Server infrastructure including Exchange server, Web server, workstations, desktop and server applications and ERP application.Managed and maintained telephony equipment including remote VoIP offices.Developed and implemented corporate policies relating to network resource access and security including ISO 9001:2000 compliant policies.Provided end user training on mission critical applications.Provided extensive custom reporting and data extraction.Developed and maintained web technologies including website, intranet site and custom developed applications.Supported Blackberry Enterprise Server for sales staff. Show less

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  Black-eyed Pea Restaurants

  May 2008 - Jan 2009

  IT Manager

  Served as IT Manager directing all IT operations for restaurant chain based in Colorado with 50+ locations in Colorado and Texas.Managed and maintained Windows 2000/20003 Server infrastructure including Microsoft Exchange, Microsoft SQL, Web services, workstations, desktop and server applications.Managed and maintained Aloha and POSitouch point of sale (POS).Managed IT staff and external vendors for Colorado and Texas.Worked extensively on PCI compliance; developed and began implementation of plans related to compliance.Maintained multistate MPLS Network, firewalls, remote access, VPN.Provided remote support for local and remote markets. Show less

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  ProBuild Holdings

  Mar 2009 - Feb 2012

  • Directed operations of a high availability enterprise service desk that consistently earned high customer satisfaction scores.• Supported a 15,000 user community handling 10,000-15,000 requests/mo. • Participated in the implementation of Incident Management across the organization acting as the Incident Manager.• Consistently compliant with service level agreements (SLA).• Maintained support for a national MPLS Network.• Supported end-users, servers, network, telecom, point of sale and enterprise applications.• Provided leadership to a highly skilled technical staff of 30 individuals. • Training and mentorship programs that lead to an internal promotion rate averaging 25% annually with zero turn-over.• Realized significant efficiency gains reducing the impact of corporate downsizing.• Maintained a cost-per-incident that was significantly lower than industry standard (based upon Gartner Survey).• Implemented robust library of technical documents, visual workflows and operating procedures reducing the acclimation time of new staff by 200%.• Regularly lead and participated in all phases of the ITIL lifecycle including strategy, design, transition, operation and continual improvement. Show less • Promoted to senior role and acting lead of HQ Tier II Support staff.• Re-focused HQ Support staff resulting in notable productivity gains.• Reporting weekly to the Director of Field Support to provide insight on activities and challenges relating to Tier II support.• Implemented training program that is gradually being adopted by other groups within the organization.• Continual, proactive identification and remedy of dysfunctional processes.• Provided the highest level of customer service to the end-user community creating a critical trust between the business and IT operations.• Senior level desktop support to executive management.• Senior level and escalation support to the end-user community. Show less

  • Manager, IT Service Desk

    Sept 2010 - Feb 2012

  • Sr. Technical Support Specialiast, Tier II

    Mar 2009 - Sept 2010
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  Harris Corporation

  Feb 2012 - Nov 2013

  Technical Services Manager

  I am currently serving as the Technical Services Manager for Harris Broadcast, a Gores Portfolio company. We provide Broadcast Traffic Management solutions to the TV and Radio Broadcast industry; I serve domestic and international clients. My organization provides application and hardware support for 10 different Harris products ranging from Traffic Management to Business Intelligence.• Level 1 – Level 2 application support for 10 different product lines.• Level 1 support for hosted (Citrix) client environments.• Manage follow-the-sun support team comprised of 20 support analysts spanning across two time zones and three locations.• Implemented tiered support model.• Successfully implemented effective Incident and Service Level Management.• Maintaining zero staff turn-over.• Increased client rapport and customer satisfaction through service improvements, regular communication and client visits.• Implementing and maturing process that is yielding measurable results in the customer experience.• Implemented certification based training for support organization. Show less

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  VMware

  Nov 2013 - now

  • Responsible for the delivery of support to Business Critical, Mission Critical and Premier Partner customers.• Direct oversight of nearly 100 strategic customers in VMware’s Premier Services space.• Regularly managed high level, high visibility escalations that at times required my presence onsite with the customer’s leadership team.• Co-Managed large teams of senior level engineers with upwards of two dozen direct reports.• Designed and implemented a number of critical programs that improved scale, functionality and delivery of support to VMware’s customers, primarily Business and Mission Critical Customers.• Maintained near perfect scores year-over-year in annual survey of direct reports (administered by Perceptyx).• Received Quarterly Leadership MVP Award in 2016.• Recognized as a key mentor of managers in Premier Services by peers and direct leadership.• Implemented and matured a number of key processes that have resulted in reduced waste and improved service delivery.• Designed and implemented a library of self-paced training materials that have significantly reduced the time-to-effectiveness for Managers and Engineers. Show less

  • Director of Strategy and Operations at VMware

    Jul 2022 - now

  • Senior Manager

    Nov 2016 - Jul 2022

  • Technical Services Manager, GSS Premier Services

    Nov 2013 - Jul 2022