Brian Raleigh

Experience

• 

  Marine Corps Recruiting

  Jan 1989 - Jan 1993

  Corporal

  Electrical Equipment Repair Specialist (1142) Using knowledge of electrical theory and concepts, and electronic fundamentals, equipment electrical systems technicians repair electric motors, electronic modules, motor control circuits, and electric power generation equipment. These technicians also troubleshoot digital/logic components/circuits and make organizational and intermediate level repairs on the electrical systems of engineer and general supply equipment.

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  SITA

  Jan 1997 - Feb 2024

  •Develop a strong partnership with customer, channel partners and SITA executive sponsors to drive product adoption and mitigate risk to renewal. Serve as the voice of the customer within SITA.•Provide proactive tactical innovative advice to customers.•Owns End-to-End Operational Escalation management and proactively manage escalation to ensure customer dissatisfaction issues are addressed at an early phase.•Partner with Sales to help ensure renewals and expansion opportunities are identified and closed successfully.•Lead the Continual Process Improvement process with the customer, including recommendations for service upgrades and proactively monitor SITA customer services, identify improvement and risk areas and own the various service improvement plans.•Maintain thorough knowledge of SITA products/services, features and target markets by participating in formal and informal trainings.•Manage other client service staff assigned to support the customer. Show less • Lead and supervise a 7x24x365 Help Desk environment• Schedule shifts & prioritize workloads • Manage ticket escalation from level I through level III• Staff training and development • Resolution of escalated technical issues requiring a higher level of expertise • Perform level II support & resolution of escalated Help Desk tickets • Manage level II Help Desk tickets assigned to Software Integrators • Assist with Add/Move/Change requests Manage Help Desk software, SLA compliance & distribution of customer reporting Show less • Plan, install, integrate, and support EclipsX Flight Information Display Systems / Digital Paging Systems for new customers based on airport needs and requirements (includes infrastructure, hardware/software, networking, business analysis, training, and ongoing support). • Utilize the following technologies for these deployments: Windows Server 2008 R2 SQL Server 2008 R2, iSCSI/FBC SANs, VMware ESX/ESXi, Symantec Antivirus suite, Symantec Backup Exec Suite, Microsoft Clustering, Active Directory and Group Policy Management, IIS, MSXML, .Net Framework v1-v4x, Windows 7/Vista/XP • Installations include NHT (PIDS), SJC (Paging), GSP (FIDS/Paging), AMA (FIDS/Paging),PWM (SITA FIDS), CHS (FIDS),METRA(PIDS),SDF (FIDS),CLT (FIDS),EWR (HERTZ VW) Show less • Direct Supervision of field service technicians including hiring, performance review, daily supervision, mentoring and training. • Gathered all pertinent information to create reports for presentation of the service department to management at monthly meetings. • Performed diagnostics and troubleshooting of system issues, documented help desk tickets/resolutions, and maintained equipment inventory lists • Provided computer help desk support and technical training on hardware/software to end users. Show less

  • Technical Customer Success Manager

    Nov 2020 - Feb 2024

  • Help Desk Manager

    Jan 2013 - Nov 2020

  • Software Support Integration

    Jan 2006 - Jan 2013

  • Field Service Manager

    Jan 2004 - Jan 2006

  • Service Technician

    Jan 1997 - Jan 2004
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  Expedient Technology Solutions, LLC

  May 2024 - now

  Desktop Support Team Lead

  • Provide technical assistance and guidance for Desktop Support Team Members. • Complete tickets as needed and resolve ticket escalations.• Conduct quality checks on machines that technicians complete within their first 3 months before tickets are scheduled onsite. • Inventory management; weekly checks of the in/out shelf and desktop areas.• Update documentation, maintain imagines for clients, etc. • Ensure complete documentation, setup checklist, versions, request forms, installation paths, and application list.• Work with Core Services Manager to ensure proper resource management for Desktop Support Team Members.• Train new hires in processes and procedures to ensure their progression and success.• Maintain monthly OTO with all Desktop Support Team Members.• Complete onboarding tasks for new clients specified in onboarding project.• Review Desktop Support board on a weekly basis for stale tickets and ensure continually heading toward completion of service tickets.• Ensure shipping/receiving of all hardware will arrive on time and packaged appropriately.• Manage workstation refresh projects by scheduling technicians, onsite, and communication with client Show less