Brian R. Cook

**** ***** **** **.

Littleton, CO 80125

ac3d60@r.postjobfree.com

303-***-****:cellular

Objective

My objective is to obtain a position that will allow me to apply and capitalize on my 15+ years of diverse experience supporting internal computer users and various computer and telephone systems. Ideally the position will allow me to continue to develop new computer and telephone technologies to further broaden my range of expertise to expand my responsibilities within an organization.

Experience

RTD: Denver CO August 2015 – July 2016, KForce contracted to RTD: Denver CO, February

2014 – December 2014

Desktop Support Technician

In this position I was responsible for the day to day support of the FasTracks team within RTD.

Along with a teammate we were responsible for the support of a broad ranging user base housed at over 5 location throughout the northern metro area.

Primary responsibility was the daily support of desktop and laptop assets to insure uptime and functionality are maintained

Replace aging equipment on an as needed basis to help ensure hardware reliability

Responsible for support and installation of peripheral devices and large shared MFC assets

Maintained accurate and ongoing records of hardware asset assignments

Assisted in maintaining current desktop and laptop images to remain in line with corporate standards

Helped to remove WindowsXP completely from the FasTracks environment on a project level basis

Worked closely with technical partner and other team members in order to ensure our own timely availability for the user community

Maintained accurate documentation and cleanly appearance of RTD pool vehicles as needed

Robert Half contracted to Westerra Credit Union: Denver CO, June 2013 – September 2013

Help Desk Support Technician

The responsibilities for this position were to support the help desk call center on a rotating schedule and to assist in house desktop support on an as needed basis.

Responsible for answering inbound calls in a timely and efficient manger

Maintained accurate and thorough ticket reporting through the troubleshooting lifecycle

Completed Tier1 and Tier2 troubleshooting over the phone as well as completed move/add/change requests for users and their associated in house financial accounts

Provide tasking for in house Desktop support on an as needed basis

Active Directory management of user accounts including new employees as well as rights adjustments for user accounts and network directories

Experis contracted to TIAA-CREF: Denver CO, January 2013 – March 2013

Desktop Support Technician

In this position I was part of a 3 man team responsible for migrating corporate employees and contractors, at multiple locations of TIAA-CREF, to the Windows7 operating system.

Responsible to strictly adherence to scheduled deployments to minimize employee downtime

Maintained constant and accurate asset tracking to assure the proper assignment of hardware assets

Strict adherence to deployment process with particular attention to data protection and successful data migration

Maintained a pool of freshly imaged Desktops and Laptops ready for immediate deployment

Perform any necessary post migration troubleshooting and support

Help the Corporate Desktop Support team with various support tickets as time permitted

Reed Group: Westminster CO, July 2012 – October 2012

Systems Support Engineer

I functioned as a member of a two person team responsible for support of 280+ users and their related systems. This included laptops, desktops, thin clients, VoIP systems, printers, mobile devices and network connectivity.

Primary functions included AD Administration, daily support of Desktops, Laptops, Thin Clients, VoIP phones, mobile devices, VPN users and printers

Responsible for constant and reliable remote support to assist our work-from -home users as well as users in our satellite office in New York

Adhered to a strict SLA policy for ticket prioritization

Responsible for constantly updating our Asset Database for accurate hardware tracking

Active Directory administration for account creation and rights adjustments for network resources

Troubleshooting and support of local Cisco VoIP phones and remote Soft Phones

Provided mobile device support and account administration for corporate Blackberry clients

Handled 24/7 on call duty on a 5 week rotation

CompuCom: Arvada CO, January 2012 – July 2012

Desktop Support Analyst

Employed by CompuCom and contracted to General Electric in Arvada Colorado. In this position I was tasked with providing local desktop, telecom, server and network support.

Primary role is to provide on-site support of desktop and laptop computers in both office space as well as factory floor settings

Responsible for Active Directory support for a local Domain firewalled off from GE’s larger network

Provide move add change administration for the TrixBox Voice over IP telephone system

Administration of local switches to assign proper VLANs for changing needs

Acting as local hands to perform support for both GE and PrimeStar servers on an as needed basis

Responsible for adhering to GE policies, processes and SLAs

Maintain constant and accurate Asset tracking assignments

Kaiser Permanente: Aurora CO, February 2011 – October 2011

IT Field Services Technician

A Contracted Technician working as a part of a 7 person team supporting 2000+ employees in a 9 site mix of clinical and administrative facilities.

Responsible for the daily support of End Users, their Desktops, Laptops and all associated Peripheral devices including Blackberry devices

Adhered to Corporate SLA standards of 6 hour closures of High Priority Incident tickets and the lower priority 6 or 10 day SLA Service Requests

Helped maintain our teams PC Depot consisting of 10 prebuilt desktops and 8 laptops ready for immediate configuration and deployment

Responsible for accurate and continued asset tracking as part of every ticket worked within our Remedy tracking system

Performed both Desk Side and Remote Support of end users as appropriate including travel to the remote sites covered by Team 3

NetQuote.com: Denver CO, September 2008 – June 2010

Technical Operations Specialist

Single professional responsible for the day to day support of all 120+ internal users and systems including desktops, laptops, printers, Blackberry, iPhone, VoIP and analog phone systems. I provided all VPN support for remote users as well as primary support contact after hours.

Assisted TOC in support of our 180+ servers located in house and two offsite CoLocations on a constant basis including new server builds and turn ups

Performed Active Directory Administration relating to user accounts and associated rights assignments on network resources

Performed administrative duties in Microsoft Exchange 2007

Configured Cisco and Foundry switches to allocate ports for appropriate VLANs

Responsible for maintaining current hardware asset tracking. Maintained asset database from cradle to grave to refresh retiring hardware

Primary support for Interactive Intelligence VoIP system as well as our legacy AltiGen analog phone system

Maintained cellular service accounts to confirm billing accuracy as well as auditing usage to validate the service needs

Primary support for handheld devices including Blackberry, iPhone, and Droid smart phones

Administered adds/changes of our internal Blackberry Enterprise Server

Sole member of the Technical Operations Center responsible for the support of all internal users computers and phones

Primary after hours support for VPN related issues as well as support of remote users

Silver Hill Financial: Denver CO, May 2007 – June 2008

Senior Desktop Analyst

Senior technician on a 2 person team responsible for desktop and network support for 140+ internal users located at 3 different locations in the Western Region.

Provided local onsite support at the Western Regional Headquarters in Denver as well as remote support for satellite offices in Las Vegas and Austin

Maintained daily backup processes and inventories of our local server backups as well as coordinating offsite storage in compliance with corporate policies

Responsible for local support of our 9 servers and server room infrastructure for both internal IT resources as well as external providers

Continual maintenance of all inventories related to IT equipment

Maintaining the cleanliness and organization of our server room as well as the IT lab

Created weekly metrics of tickets and issues for communication to IT management located in Miami

Responsible for timely and accurate communication from remote IT Management to local Executive management for the Western Region

Anadarko Petroleum: Denver CO, November 2006 – February 2007

Desktop Support

Provided hardware and software expertise in support of a large corporate wide project to standardize all hardware and software platforms after large business acquisitions.

Part of a 4 man team located in Denver responsible implementing new hardware and software standards for two newly acquired companies.

Responsible for streamlining the deployment process to limit downtime for the users effected by the standardization

Provided daily sustainment of corporate users in the Rocky Mountain area during periods of project downtime

Bill Barrett Corporation: Denver CO, September 2005 – September 2006

Senior Desktop Support Technician

Provide hardware, software, telephony and network support to users in the corporate headquarters as well as 4 remote office locations in 3 states.

Work as a member of a 5 person IT support team focusing on daily Desktop Support sustainment duties as well as various IT support projects.

Responsible for daily IT sustainment for 280+ employees located at 5 sites in multiple states.

Manage PBX adds, moves, and changes at corporate headquarters, including rewiring needs.

Install, Configure and Support networked printers and multifunction devices.

Self Employed: November 2002 – August 2005

Independent Contractor

Contracts focusing on project implementation, upgrades and workload support for Corporations in the Denver Metropolitan area.

Washington Group International

One Track Communications

American Mini Computers

Global Technologies Incorporated

Alternative Resources Corporation

AT&T Wireless Services: Denver CO, August 1997-October 2002

Systems Analyst III

Provide systems support to internal employees, meeting all company mandated Service Level Agreements for retail and business employees encompassing network support, desktop and laptop computers, server support, telephony administration, asset and documentation maintenance for the state of Colorado.

Work independently as part of a team of 12 technicians and 1 manager responsible for supporting 10 western states.

Responsible for installation and configuration of all desktop computers, laptops, printers, point of sale systems and servers, including installation and configuration of PBX systems at 15 separate locations throughout Colorado.

Supported WAN team with the installation and initial turn up of Cisco system routers and switches for new store deployments and the RetailNet conversion project.

Supported my remote teammates by monitoring ticket queues during times of increased workload related to outages, project activity or employee absence.

Responsible for creating and adhering to schedules related to the management of projects such as OS upgrades, hardware upgrades, and site surveys.

American Medical Response: Aurora CO, March 1996-May 1997

Desktop Support Technician

Provide support for desktop, printer, and laptop systems for internal users.

Worked as part of a team of 5 technicians responsible for various levels of computer, printer, laptop and connectivity support.

Responsible for first tier help desk support via telephone and ticket escalation via desk side visits.

Utilized spare parts in the computer laboratory to create functional desktop computers for deployment to the user base.

Maintained proper documentation in relation to the assignment and allocation of physical assets.

Education:

ITIL v3 Certification, Denver CO

Colorado Mountain College, Glenwood Springs CO

Associate in Arts course work

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