Engineer Customer Service
Resume:
Margaret H. Brennan
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**** ***** ***** *********. #** ( Ormond Beach, Florida 32176 (Phone: 386-
Email: *********.*******@*****.*** ( Linked in:
http://www.linkedin.com/in/mhbrennan
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23 years experience in IT ? Technical Support ? Network Administration ?
Network Security
Team Leadership ? IT business Process ?Cross Functional Work Teams ?
Mobility and Wireless
Possess a proven track record in implementing and providing technical
support in all areas associated with hardware and software, Level 1 & 2
technical support, Telecommunications Support, Network Administration,
Network Security, Microsoft application and Linux. Demonstrates
exceptional leadership, analytical and detail oriented skills.
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CAREER TRACK
Spherion/Energizer Personal Care- Ormond Beach, FL July 2010- Sept. 2010
Technical Site Coordinator
Site Lead technician for a 150 user manufacturing and R&D facility duties
include ERP Deployment of Windows 7 and Network Infrastructure, Project
Management and coordination of IT in manufacturing facility including
trouble shooting, resolution and installation of hardware and software
problems, Help Desk support, Network/LAN installation, troubleshooting and
resolution of Cisco Routers and Switches, Siemens phones system, Motorola
Barcode Scanners, Zebra Printers also including analysis and resolution on
higher level systems and software, Inventory control,documentation and
purchase requisition, user support and training.
Masco Contractor Services - Daytona Beach, Fl
April 2009 - April 2010
Enterprise Mobility Support Specialist / Level 2 IT Infrastructure Support
Team Leader and Level 2 Technical Support for Oracle ERP and Supply Chain
to support 1200 clients transitioning to a standard desktop, wired/wireless
networks/communications to 150 buildings, 1700 truck mounted GPS solutions,
300+ CPU based scanners, 600+ printers, and a deployment of Open Office to
replace MS Office for most of the created engineering level solutions
documentation for device end of life for ERP Deployment Infrastructure.
Developed comprehensive technical documentation for device end of life on
responsible for deploying and support of XP Ghost Image for over 3000 pc's.
Workforce Logic/Google - Mountain View, CA
March 2006 - Aug 2008
Quality Rater
Due to Confidentially agreements signed, cannot elaborate on exact duties
however generally the position required intense internet research working
with Java Script and HTML code per Google Guidelines with Google Tools.
Analyzed metadata files for Google Maps, YouTube and a variety of other
Google owned WebPages.
Robert Half/HCA - Nashville, TN
May 2005 - July 2006
Network Security Administrator
Responsible for implementing New Security System- RFID Tag Badges,
incorporating the time clock system into new security system protocols,
assigned New/Existing user Rights and Privileges in Active Directory, and
assisted Security Administrator in setting new policy standards per HIPAA
regulations.
Modis/AIG -Nashville TN
Aug 2004 - April 2005
Consultant /Support Analyst
Desktop Support Level assisted with NT to XP migration to over 1500 users
on Dell and HP pc's.
This included hardware support, user training and installation,
fix/diagnostics on AIG Proprietary software which was converted to an XP
Pro Desktop and Server 2003 platform. Citrix and Microsoft Office 2003 also
included.
Alcott Routon - Franklin, TN
April 2004 - July 2004
Help Desk Support
ERP upgrade Dell Desktop Systems. Also included setup of a PIX to PIX
backup system for offsite database on Dell PowerEdge server through Cisco
VPN connection.
Bridgestone Americas, Inc - Nashville TN
Feb 2004 - April 2004
Network Enterprise Team Consultant
Responsible for Microsoft Exchange Server 2003 project which statically
analyzed Spam/Sweeper software and analyzed email traffic flows in Global
infrastructure Also so upgraded Cisco Router configuration to latest
levels.
State of Tennessee - Nashville TN
Sept 2003 - Mar 2004
Network Administrator
Site lead for 4 state agencies for installation, diagnosis and risk
mitigation of hardware and software for approximately 250,maintenance
scheduling for patches and updates, user training on MS Office products, AD
user rights and privileges in a mixed Enterprise Active Directory/ Novel
eDirectory system.
Dell Computer Corp - Nashville TN
Nov 1999 - Jun 2003
Level 2 Tech Support / Portable System Specialist
Level 2 Hardware and Software Support for Dell call center. Remotely
configured and installed Wireless Routers and SOHO Network installations.
Created and published Dell knowledgebase articles and assisted in
documenting technical training manuals. Team lead providing weekly and
quarterly reports, conducting team meetings and consulted with upper
management on improvements, team schedules, call coverage, various Dell
Metric Performance criteria.
Worked with NVDIA Engineers to resolve Video card issues in respect to
Windows XP Software drivers, assisted with Dell laptop factory for
improvements on Ghosting updates/procedures on new system download racks.
Worked directly with CEO Escalation office on unresolved customer
hardware/software issues.
Received the following awards: Customer Service, First Time Fix,
Outstanding Team Leadership, Managers Excellence and CEO Recognition for
cost saving measures.
IBM Corporation - New York, NY and Nashville, TN
Nov 1987 - April 1999
Field Engineer / Senior Help Desk Support
Field Engineer/Account Lead Engineer/Team Lead for State Farm,
Gaylord/Opryland, and Mobil Oil and assisted as onsite Engineer for Met
Life and The United Nations. Installation, upgrade, preventive maintenance
of IBM Equipment from Desktop to server level, Appropriate documentation,
inventory management, mentor for users and teammates and project
management. Several Service awards
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EDUCATION
. Candidate - Bachelor of Science -Information System Technology
University of Central Florida May 2011
. Associate of Science - Network Administrator, Electronic Engineering
Technology
Daytona State College, 2008
. Associate of Science - Network Engineering Technology
Nashville Technical Community College, 2006
CERTIFICATIONS
. CompTia N+ Certification
MEMBERSHIP
. SWE: Society of Women Engineers
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