1. Resume
IT/IS Services Specialist
Brian McKeever
200 Overlook Rd.
Philadelphia, PA 19128
(215) 487-0453
b-mckeever11@verizon.net
https://www.linkedin.com/in/brian-mckeever-465479104
Summary:
With over 30 years of experience in electronics, specializing in Information Systems, I
have achieved repeated success in solutions via engineering level diagnostics. I have
reduced operating costs while improving astringent SLA percentages. I am well
experienced in problem solving, creating seamless standard operating procedures and
implementing these, proven to meet and exceed client needs.
Training & Certificates
• ASEE in microprocessor and digital electronics.
• Sigma Go Lean Yellow Belt Certified ID 6701237
• IBM/Lenovo Service ID 0171333049
• DELL Service ID 53871
• HP Authorized Service Provider ID SJ0900
• Personal, Mobile, and Enterprise level printer repair
• Radio Telephone repair and programming – TBX and portable
• Controller Repair
• DELL, HP-CPQ, IBM, SUNN Server Repair
• Currently Pursuing MCDST and A+ Certificates
Experience:
NER Data Products, Inc. Glassboro, NJ 2012-2015
Hardware Triage Specialist
• Improved SLA percentages from mid 70 to mid 90 percentile.
• Advised correct parts to pre-ship resulting in expedited repair times.
• Provided engineering level diagnostics (Triage) with End Users for all new
service requests.
• Supported Field Engineers with Advanced /Engineering level Support for
Hardware and Software issues within Managed Print Services Systems.
• Determined End of Life status and upgrading options.

2. • Conducted continuous review of all open service requests to ensure astringent
SLA percentages were met or exceeded.
ISS, Inc., Bala Cynwyd, PA (Formerly SSP, Inc.) 1995-2012
Senior level Technician and Logistics Manager
• Transformed business practices and procedures to meet industry standards.
• Effectively assembled support teams for corporate HQ and remote office.
locations to provide the highest level of client support for all regional clients.
• Provided Help Desk support to all corporate staff as well as the End Users,
Hardware service contractors, and client IT staff for hardware and software
related issues.
• Retooled in house designed Automated Trouble Ticket tracking software and
effectively improved SLA percentages to a consistent 95% plus.
• Worked as Lead Hardware field service engineer for Servers, Controllers,
Enterprise and Large Format printing devices.
• Met with client IT Management teams for standard and impromptu review
sessions for all metrics in regard to performance.
Software and Skills
DOS 4.2 to 6.22, WINDOWS 3.1 to Windows 10, Office Professional 97 to 2010
including Outlook and Outlook express. MS Server 2003 to 2010 Exchange Server. SQL,
SMSC, Active Directory, Remote Desktop, VPN, VoIP, Adobe Acrobat and Reader.
Cisco, Linux, and NOVELL Platforms. MAC O/S versions: Tiger, Leopard, Lion, X 10.3
to 10.6. Service Request Tracking systems, HEAT, REMIDY, MAJIC, TRACK IT, and
ASTEA Logistics tracking system. PeopleSoft/Peoplefluent 2.0. Android and IPhone
setup.
References are available upon request.
IT/IS Services Specialist
Brian McKeever
200 Overlook Rd.
Philadelphia, PA 19128
(215) 487-0453
b-mckeever11@verizon.net
https://www.linkedin.com/in/brian-mckeever-465479104