It Support Desktop

Mark D. Brindel

Address: **** *. ******* **., ******, CO 80222

Phone: 720-***-**** Email: ad5twe@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/markbrindel2015

IT Lead Analyst & Project Coordinator

A Denver IT analyst with experience of over 20 years and proficient in all sides of IT Support, Technology, Financial, Telecommunications, and Government systems, focusing on operational performance and efficiency requirements. Uses proven and known conventions to collaborate with a diverse team while meeting and exceeding project and departmental goals nationwide. Recognized as a decisive innovator credited with creating workflow systems, leading to excellent user integration, documentation, implementation, and use. Effective team leader with active mentoring and training skills and has the multi-task ability to work independently and in a team.

Excellent relationship management experience and out of the box thinker that can develop innovative ideas to efficiently solve everyday problems. Highly skilled in facilitating and building technology and business partnerships across a complex matrix organizational structure and a strong communicator who can deliver technical and business messages to all audience levels, verbally, and in written forms. Maintains leadership skills to drive the department’s vision while working towards strict deadlines. Excellent organizational, problem-solving, and written & verbal communication skills, with extraordinary focus and follow-through abilities.

Skill Areas: Outstanding Communication Skills Detailed-Oriented Results-Oriented Multi-Tasking Cross-Dept. Communications Remote Desktop Support Migration Processes Systems Integrations Executive Desktop Support Risk/Security Mitigation Process Improvement Project Management User Training Relationship building Elicitation Scrum Process Improvement Application Development Kanban Collaborative Projects Software Tools Innovative Approaches Fast Learner Conflict Resolution Solutions that Work

PROFESSIONAL EXPERIENCE

allied digital™ Denver, CO (January 2024 – April 2024)

IT Support Technician II at UMB Bank, Denver, CO (Contract Location)

Collaborate with the UMB Bank IT team on the daily & weekly tickets for branch functionality.

Image new Dell desktops & laptops as needed with SCCM to conform to workplace conditions and employee position.

Resolve executive tickets in a timely manner without data or time loss as needed.

Build New Hire backpacks with the peripherals that are needed for new employees.

Troubleshoot remotely to fix desktops or laptops during normal business hours.

Remotely fix O365 application issues for Work From Home (WFH) employees or at U.S. branch locations.

Create USB Imaging sticks as needed for re-imaging desktops & laptops.

Use SCCM and Software Center to push or uninstall applications as needed.

Administer user and computer objects in Active Directory (AD) as an Administrator.

Provide accurate inventory counts for the Denver UMB Branch and satellite locations in the Denver Metro area.

Use project management skills to coordinate and schedule computer repairs between UMB Bank locations locally & remotely.

Medasource™ Denver, CO (October 2023 – February 2024)

Technical Dress Rehearsal - Test Technician at Advent Health, Denver, CO (Contract Location)

Collaborate with the Advent Health IT team on the Technical Dress Rehearsal (TDR) project for their EPIC Go-Live Cut over.

Tested Dell PCs, printers, scanners, badge & card readers, and all PC peripherals for functional connectivity at each department location.

Attended daily meetings for hospital location readiness and Quality Assurance (QA) instruction.

Managed user expectations for software testing and Advent Health troubleshooting.

Schedule and arrange department testing visits with project management conventions.

Reported all software\ hardware failures for corrective action via EPIC TDR tracking site.

Maintained a daily flexible outlook on an ambiguous and sometimes undefined work schedule.

Installed software and drivers as needed as an Active Directory (AD) Administrator.

TEKsystems, Inc. Denver, CO (October 2022 – April 2023)

Administrator, EUC Support Services at Western Union & Convera, Denver CO (Contract Locations)

Collaborate with the Western Union (WU) IT team on projects at the US Headquarters (HQ) and Denver Tech Center (DTC)

Attended weekly global meetings for efficient business operations and software updates.

Assist the Convera IT team with their computer asset management and separation activities.

Managed user expectations for software vulnerability remediations (HQ)

Completed an excess equipment sort for E-Waste consolidation and disposal.

Upgraded BIOS and device drivers as needed after a full device re-image.

Verify Bit Locker operation and Encryption on laptops.

Implemented project management scheduling for inhouse and remote user visitations.

Install desktop and laptop set-ups for each new hire and relocated user at HQ and DTC buildings.

Repair O365 apps as needed for user tickets in Service Now.

Catalog returned PC or Mac equipment from Canada or the continental U. S.

Use JAMF to administer the Mac laptops, iPhones, and tablets.

Verify all Legal Hold items before taking further action on returned items.

Retain all “Legal Hold” items for data recovery or other purposes as needed.

Be the occasional POC for the walk-up area at HQ and DTC when asked.

Modify and create new user passwords as needed.

Used project management best practices to manage user and computer repairs inhouse and abroad.

Use SAML & OKTA for web accessed applications and security.

Image new laptops with SCCM while connected to the network.

Modify or move AD computer or setting containers for imaging purposes.

Install requested software as needed via Tanium software management or ‘approved’ sources.

Ship laptops and accessories to customers in the US and Canada

Send PC items to Dell for repairs.

SNI Companies, Inc. Denver, CO (Nov 2021 – Sept 2022)

IT Technician at Adams County Government Center & Jail, Brighton, CO & Sheriff Substation, Commerce City, CO (Contract Locations)

Lead & Install Windows 10 OS upgrades for laptops & desktops & tablets physically and remotely at Adams County

Upgraded BIOS and device drivers as needed before Windows upgrade took place.

Monitored device drivers during Win OS upgrade process for each installation. Tasked Jail coworkers for physical device adjustments

Used Track-IT! ® systems for tracking assignment completions by department. Also, used Excel for bulk device listing.

Used proprietary network drives for Dell & HP software installations while creating project documentation on the SharePoint site.

Emailed customers for scheduling for laptops \ desktops that were Windows 10 ready at the Government Center (GC)

Created daily map directions for scheduled laptop owners during the W10 upgrades at the GC.

Performed project management best practices for user laptop upgrades at the GC and Sheriff’s offices.

Produce, evaluate, and use a batch file to obtain three to four characteristics of a device that helped determine the best upgrade approach.

Generate, assess, and use another batch file to obtain a device’s online Windows version number.

TEKsystems, Inc. Denver, CO (June 2021 – Aug 2021)

IT Technician II, Support Services at Sierra Space, Louisville, CO (Contract Location)

Imaged laptops, desktops, and prepared backpack peripherals for new employees

Assigned & decommissioned RSA & HID token fobs for users.

Assigned telephone, voicemail, and Instant Message for users.

Used ServiceNow systems for inventory and incident tracking and assignment.

Helped new employees in the New Employee orientation with their MFA access.

Provided user desk setup at various building locations.

CyberSearch, LTD Schaumberg, Illinois (Feb 2019 – Jan 2021)

Windows 10 Migration Specialist - Technical Lead - Sub-Contractor for NTT Data at Xcel Energy, Denver, CO (Contract Location)

Supplied 1st & 2nd line support for Windows 10 migrated users.

Lead the technology deployment team to correct and safe resolutions.

Deliver prompt tier one & two resolution to technical support issues following company standards and Incident tickets.

Collaborate & meet with NTT Data & Xcel Energy personnel for migration resolutions.

Notify and assist ‘Special Attention’ \ White Glove persons found for each migration wave.

Modify or move user and computer objects in AD as needed to accommodate the Windows 10 migration project.

Image new laptops and desktops with SCCM approved WIM files.

Function as the Point of Contact, POC, for escalated migration issue resolutions

Create knowledge-based information and post on the NextGen SharePoint site.

ADDTIONAL EXPERIENCE

Insight Global Denver, CO (Mar 2018-Jul 2018)

Client Support Analyst- WSP USA, Greenwood Village, CO (Contract Location)

Insight Global Denver, CO (May 2017-Nov 2017)

Back-fill Consultant - Windows 10 Project, Whiting Petroleum Corp., Denver, CO (Contract Location)

Long View Systems Corporation (USA) Denver, CO (Contractor) (March 2017-May 2017)

Back-fill Consultant - Windows 10 Project, Anadarko Petroleum, Denver, CO (Contract Location)

NuAxis Innovations, Inc Vienna, VA (Dec 2015-Aug 2016)

Support Center Analyst, Bureau of Reclamation, Dept. of Interior, Lakewood, CO (Government Contract)

Optimal Blue, LLC Plano, TX (Feb 2015-Jul 2015)

IT Support Specialist, Denver satellite office, Optimal Blue Secondary Services, Ad hoc Projects

Quantix Denver, CO (Oct 2014-Jan 2015)

Windows 7 Migration Specialist, DOE-National Renewable Energy Lab, Golden, CO (Government Contract)

Omnikron Systems, Inc. Woodland Hills, CA ((Aug 2014-Aug 2014)

Telecommunications Systems Analyst, Verizon at Kaiser Permanente, Denver, CO (Contract)

Robert Half Denver, CO (Aug 2014-Aug 2014)

Jr. Systems Administrator for Adams 12 5-Star Schools, Thornton, CO (Contract)

Kforce via ActioNet Germantown, MD (Jun 2014-Aug 2014)

VDI Migration Technician for Dept of Energy, NREL, Golden, CO (Government Contract)

TEKSystems Englewood, CO (Oct 2013-May 2014)

IT Support, Migration Specialist for Century Link, Littleton, CO (Contract)

Information Innovators Incorporated, Springfield, VA (Jul 2003-Jun 2013)

Office of Surface Mining, Department of Interior, Denver, CO (Government Contract 5 years, 1 of 3 companies at OSM.)

IT Support and Help Desk, Special Projects

PROFESSIONAL DEVELOPMENT & CREDENTIALS

Education and Certification

BS in IT/Project Management, Capella University, Summa Cum Laude (Jan 2017- March 2021), Conferred March 2021

Master’s Certificate in Business Analysis (MCBA), Watermark Learning & Auburn University, Denver, CO (Oct 2016)

Support Center Analyst, HDI Certificate, Denver, CO, Feb 2016

Intelligence Security Training, Dept. of Energy, Annual Certificate, Golden, CO, Jul 2014

CSIRT Responder, Dept. of the Interior, Annual Certificates, Denver, CO (2003-2013)

Certified, Microsoft MCP, 2008

Certificate, Computer Programming, and Information Processing, Career Development Institute, Jul 1992

Certificate, Computer Information Processing, Barnes Business College, Aug 1990

Purdue University, Landscape Architecture – Junior

Madison Consolidated H.S., Madison, Indiana

Professional Organization Memberships - Current or Previous

Project Management Institute (PMI), Oct 2017

International Institute of Business Analysts (IIBA), Apr 2015

National Society of Leadership & Success (NSLS), (Σ A π Honor Society, GPA 3.9+), May 2021

Previous PMI CAPM Candidate

Key Skills Assessment

Hardware Usage: Avaya & Cisco VOIP desk phones, Apple, Android, Blackberry & Samsung cell phones, Apple, Compaq, Dell, Fujitsu, HP, IBM, Lenovo, Mac, Panasonic, & Sony desktops, iPads, laptops, notebooks, & tablets. Oce’ with HP 5000& 4500 series plotters, Canon, Ricoh, Sharp, HP & Xerox printers (local & networked). Asus, Dell, HP, LG, NEC, Samsung & View Sonic monitors, USB 3.2 to 1.0 thumb drives, Microsoft, Dell, HP & Logitech wireless keyboards & mice, Wireless Hot Spot devices (iPhones & MIFI), Kensington, ClickSafe, & Keyed laptop locks.

Operating Systems: MS Windows 11, 10, 8.x, 7, Vista, XP, 2000, NT 4.0, 98, 97, 95, Win 3.1, Sun OS 4.1. iOS 11 – 9.3.4, Android 10, 8, 5.01 – 4.0

Netware: Azure, POWERSHELL v5-1, MS Active Directory, MS SMS & SCCM, MS Service Mgr., Novell Netware, LazyAdmin

Languages: Visual Basic 6.0-5.0, C, C++, Basic, DOS, Java, SQL, MySQL, MariaDB, JavaScript, HTML, CSS, and JQL

Software Categories:

Browsers: MS Edge 87-102.x, IE v6-11.x, Firefox v14 – 101.x.x, Chrome v18 – 102.x, Safari v 4.0 – 10.x

Communications: Avaya IC & IP Agents, Aspect, Cisco CUCM, EwFwm-RTA, Genesys, Insights, NICE, Verizon Agent Desktop, Workforce Management

All-in-One Systems\ Health Care: EPIC v

Office: Adobe Acrobat, Adobe Digital Editions 4.5, Adobe Scan – Mobile, MS Office 365, MS Office Suite O365 – ’97 (Stand-alone & Enterprise License), Brother P-Touch labeling, Notepad, MS Snipping Tool, Snip & Sketch, HyperSnap, Snag-It, Fast Stone, Greenshot 1.2.10.6, PowerPoint, Word, Excel

Application Management: Marimba Console & Tuner, JAMF, OKTA, MS SCCM, Tanium, Intune, AutoPilot

Email: O365, MS Exchange 2016 – ‘03, Outlook 2017 – 2007, GMail, Novell Groupwise

Conferencing/IM: Crestron, Cisco Jabber, Cisco SX20, Webex, MS Office Communicator, MS LiveMeeting, Adobe Connect 9-8, GoTo Meeting, MS Lync, Skype for Business with HDMI -Display Port& VGA connections, MS Teams, Trello, Zoom

Security: AVG, Microsoft BitLocker, CheckPoint Encryption, CyberArk, Dell Encryption, iPass, Symantec Anti-Virus & End Point, McAfee Encryption, OKTA, Trend Office Scan, Guardian Edge, Credant, Sophos, SSO, Juniper Pulse & Pulse Secure, InfoBlox, Endpoint One Forcepoint, RSA,

HID Global, and Palo Alto - Global Protect

Engineering & GIS: AutoCAD 2016-18, AutoCAD Map 3D 2012 – '10, DWG True View 2016, ArcGIS 10.1 – 8.3, Google Earth Pro, Carlson 2012 –10, TIPS Software (hydrology, soil analysis), Autodesk REVIT, Bluebeam

Picture/ Video/Web Editing: Adobe CS 6.0 – 2.0, AVID 7 – 5, Camtasia 8 – 7, Captivate 5 – 3, Techsmith SnagIt 11, Greenshot 1.2.10 Build 6

Ticketing: Service Manager, ServiceNow, Salesforce Cases, BMC Remedy, HEAT, Microsoft Service Manager Console, SharePoint ’03-‘13 (Helpdesk Template), IssueTrak, & AutoTask.

Pager: Flex-PC, True-Sync, Blackberry Desktop

Printing: Follow Me Printing, Print Servers, local printing configurations, Brother, Canon, Dell, Epson, HP, Lexmark, RICOH, Toshiba, Xerox

Project Monitoring: MS Project 2016 – ‘03, Project Workbench, Visio 2016 – ’03, SmartDraw 2017 v24.0.0.9, JIRA, Confluence, Dashworks, Primavera, Bloomberg, Thompson Reuters, and MS SharePoint databases & logs, MS Visio

Utility Software: Avecto, HotKeys, Microsoft, Oracle, & Sun Java; MS ProcMon, Dell & HP Diagnostics; CCleaner, SpyBot, Malwarebytes, MS Problem Steps Recorder, Diskeeper, DameWare, MS Remote Assistance, SCCM Remote Viewer, Explorer ++, Brackets, NotePad ++, SolarWinds Subnet Calculator, NCD, Big-IP, MS Disk Clean App, Bomgar, Beyond Trust

Web & File Sharing: HTML, Box, C, C++, JavaScript, MS SharePoint 2016 -2003, Drop Box, Filezilla, Google Docs, OneDrive, and F/STP File servers.

Software Development Methodologies: Waterfall, Agile, Dev Ops, Feature Driven, Hybrid, Iterative, Incremental, Lean, Prototype, Scrum

Artificial Intelligence: CHAT GPT 3.5, DALL-E 2

Foreign Languages : No fluent secondary foreign languages.

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