Technical Support Analyst or Level 3 Support Analyst or Support

Brian Mann 1720 Freiburg Drive Spring Hill, Tennessee 37174 Home: 615-465-8041 Mobile: 678-993-7582 [email protected] Professional Experience MedQuist - Norcross, Georgia 2005-2010 Senior Technical Support Analyst Level 3 / Senior Product Engineer Key member of the product development team as subject matter expert and liaison between internal and external customers, level 1 and 2 support, and software engineers. Extensive knowledge of the software and hardware development and support lifecycle. Ownership of escalations. Troubleshooting complex issues to determine end user problems or software/hardware defects. Escalated defects to development and product management. Provided training and guidance to level 1 and level 2 support as well as junior level 3 support analysts. Provided defect solution timeline recommendations to stakeholders, business analysts and product management based upon requirements, customer, and business needs. Communicated solution timelines to all stakeholders on a timely basis. Tested all major, minor, upgrade, and hot fix software releases. Authored documentation communicating enhancements, fixes, and installation process. Assisted QA team with appropriate execution of test cases per requirements. Lanier Worldwide/Lanier Healthcare/MedQuist - Franklin, Tennessee 1999-2005 Senior Field System Engineer Area team leader responsible for maintaining customer service satisfaction as well as performance of junior field engineers. Customer facing implementation, training, and troubleshooting of software and hardware analog and digital dictation and transcription voice throughput solutions. Installation, configuration, training, and ongoing support of PC based transcription document productivity solutions. On site and remote support to maintain system functionality, uptime, and customer satisfaction. VanAusdall & Farrar - Indianapolis, Indiana 1987-1999 Field Service Technician Customer facing implementation, maintenance, and problem solving of analog and digital dictation and transcription voice throughput solutions. Installation, configuration, training, and ongoing support of PC based transcription document productivity solutions. On site support to maintain system functionality, uptime, and customer satisfaction.

Technical Experience Microsoft Windows OS all platforms Networking Oracle SQL/SQL Plus Java HL7 Interfaces Microsoft Office Education and Credentials ITT Technical Institute Associate of Applied Science Electronics Engineering Technology MCSA MCP

A+ Network + Server + Security + I-Net +

References provided upon request.