Wayne H.

Brummel
435 Fireside
Louisville, CO 80027
Phone: 303-666-9025
Email: wbe918d2@westpost.net
SUMMARY
Remote Call Center Technical Support is responsible for triaging incoming techni
cal support requests, troubleshooting, documenting and logging technical request
s and providing on going technical software support for internal and external cu
stomers to ensure the high standards of customer service.
PROFESSIONAL EXPERIENCE
ORACLE / SUN MICROSYSTEMS, BROOMFIELD, CO 2002-2010
Sr. Call Center Technical Support Engineer a" (HP/EDS contractor)
* Triage incoming clientas hardware and software trouble request.
* Log trouble requests into Oracleas IBIS ticketing system.
* Troubleshoot requests with users to ensure a high first contact closure rate.
* Serve as the liaison between users and company backline groups.
* Escalate issues to Product Development as required.
* Provide ongoing remote customer support, to resolve technical issues and provi
de general user support.
* Provide internal user support to call center staff.
* Maintain a high level of integrity, courtesy, and suspect while interacting wi
th clients, customer employees, and business contacts.
* Document all customer support activities and product issues using internal tra
cking tools and systems.
* Work directly with Product Development to escalated issues.
STORAGETEK CORP. (STK), LOUISVILLE, CO 1997 a" 2002
Sr. Call Center Technical Support Engineer
8 Triage incoming clientas hardware and software trouble request.
* Log trouble requests into Clarify ticketing system.
* Assist customer with hardware equipment resolutions.
* Assist customer with software support resolutions.
* Escalated customer issues to appropriate Backline Support Teams.
* Assisted Field Engineers by running remote diagnostic to failing hardware syst
ems.
* Assisted STK Field Engineers by accessing STK database resolutions.
* Developed ISO process documents for remote hardware maintenance.
* Identified training issues and assisted in developing and training.
* Provided technical support assistance with other support agents.
ANALYSTS INTERNATIONAL CORP. (AIC), DENVER, CO 1995 a" 1997
Senior Desktop Support Specialist
* Completed 18 month contract at US West Advanced Tech. Boulder, Co.
* Supported a hardware and software Help Desk for over 155 employees.
* Supported 75 PC and 100 Mac workstations with Ethernet and PC/TCP.
* Developed equipment database to coordinate inventories & upgrades.
EDUCATION
William & Mary College Norfolk, Virginia
Business and Marketing
Ferris State College Big Rapids, Michigan
Business Administration
SOFTWARE APPLICATIONS
MS Windows 95
 MS Windows XP
Macintosh Operating System 7.5.5
MS Excel 5.0, Lotus 123 2.0, Flow Charting 4.0 and Time Line 4.0
MS Word 6.0, Word Perfect 5.1 and Ventura Publishing 4.0
Power Point 4.0, Corel Draw 4.0, Harvard Graphics 1.0 and MacDraw
CONTINUING EDUCATION
Seven Basic Habits of Highly Effective People
Course Design and Development
Instructional Skills Development
Excellence through Quality
TECHNICAL EDUCATION
StorageTek Tape and Disk Subsystems
StorageTek Library Storage Subsystems