Brian Wolf
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Relevant Professional Experience
	
February 2006-Present
Google, Inc.
Senior Support Technician

Responsibilities

Provide level two technical support for escalated customer cases via phone,
remote desktop, email, instant messaging, and in person. Products supported
include Windows-based, Postgres SQL database-driven, LAN/WAN-dependent software
and hardware.

Provide level two technical support to colleagues and to Google Audio
departments, including System Sales and Ad Placement. Products supported include
Windows-based, Postgres SQL database-driven, LAN/WAN-dependent software and
hardware.

Mentor new members of the technical support team.

Assist the QA and Development teams with alpha and beta software testing.

Primary administrator for the Google Audio technical support online FAQ and
technical support online discussion forums.
Write and edit technical documents and user manuals.

Manage large-scale software roll-outs.

Accomplishments

Wrote an INI editing program to increase the productivity of the hardware
assembly team.

Managed the construction of the technical support lab. Lab consists of one
Windows 2003 Server and eight Windows XP Professional Workstations. 

Utilized the technical support lab project as a supervising and training
opportunity for peer technicians.

Conducted twenty interviews as hiring committee member for Google Audio.

Contributions

Committee Chairman: Green Committee
Committee Member: Culture and Fun Committee
Volunteer: Google Kids Day


November 2001-February 2006
dMarc Broadcasting/Scott Studios LLC
Support Technician

Responsibilities

Provide technical support for Windows-based, LAN-dependent software and
hardware.

Test component-level RMA hardware, including standard ATX desktop hardware, and
industrial passive backplane hardware. 

January 2001-November 2001

Stream International/Dell Computer Corp.
Support Technician

Responsibilities

Provide level one, end-user technical support.

Handle escalated service tickets for Dell portable computers and Microsoft
Office Products

Other Professional Experience

1999-2000, Atlantic Broadcasting, Assistant Program Director/Morning Radio Show
Host

1996-1999, Pinnacle Broadcasting/Next Media, Music Director/Afternoon Drive
Radio Show Host

1995-1997, KTXT Broadcasting, Production Director/Midday Radio Show Host

Education

University of Texas, Dallas 
Master of Science in Computer Science (In Progress)

Texas Tech University, Lubbock 
Bachelor of General Studies
Areas of specialization: Mass Communications, Telecommunications, Humanities

Richland College
Information Technology CE Certification
MSDOS, MS Windows 95/98/ME, UNIX, and Novell

CompTIA 
Network + Certification
A+ Certification

International Customer Service Association
Customer Service Certification

Awards and Memberships

Google Peer Bonus Award
Phi Theta Kappa International Honor Society Member

References furnished upon request.