Help Desk Manager

BRANDON FINDLEY, CISSP

618-***-**** **************@*****.***

Help Desk Manager

PROFILE

Outstanding leadership performance in critical IT operations, network

security, call center support and system administration in military and DoD

environments. Widely recognized for expertise in managing large-scale

projects, programs and deployments involving decision support, application

installation, process analysis, enterprise solutions and complex technical

troubleshooting.

> Solid background in system administration, program implementation,

special projects, technical training, problem solving and executive

briefing.

> Confident development and introduction of enterprise solutions and

mission-critical plans; rapid delivery of time-sensitive materials and

compliance with relevant military requirements.

> Formation, mentoring and motivation of teams to achieve peak performance,

ensure total client satisfaction, maintain peak quality service and meet

aggressive organizational objectives.

> Multi-tasking talents in team building, organization, needs analysis,

program implementation, diplomatic problem-solving and accurate

documentation in time-sensitive situations.

> Proficient as a project manager, process innovator and change agent in

providing and supporting all levels of key performance indicators,

organizational development and process improvements.

> Proficient in interacting and dealing with a full array of government and

military entities, including the Federal Government, Army, Navy, Air

Force and many others.

> Hands-on command knowledge of large-scale IT and communications

operations in US and Asia settings.

CORE COMPETENCIES

Network Security ? Operational Planning ? IT Strategy ? Change Management ?

Threat Assessment ? Technology Deployment ? Multi-Project Management ?

Systems Analysis ? Process Optimization ? Resource Allocation ? On-time

Deliverables ? Global Command & Control ? Call Center Operations ?

Executive Presentations ? Requirements Identification ? Process Analysis ?

Quality Assurance ? Team Motivator ? Budgeting ? Rapid Response ? CISSP ?

CompTIA ? US Army Veteran ? DoD TS/SCI Clearance

MILITARY EXPERIENCE

US Army

Senior IT Analyst/ Help Desk Manager, 2011-Present

In charge of overseeing all aspects of IT support via telephone to over 500

staff, handling remote diagnostics and troubleshooting of system issues,

documenting tickets and resolutions, deploying PC operating systems and

maintaining equipment inventory. Administer software applications, server

and workstation assistance involving installation, configuration and repair

of network connectivity issues. Create training documentation with step-by-

step guidance for most common problems.

> Succeeded in completing over 3,000 online Remedy work tickets with 90% or

higher resolution rate before SLA deadline.

> Executed several projects, worth over $100,000, including the rollout of

a Data-at-Rest solution across all organizational platforms; also

smoothly migrated systems from Windows Vista to Windows 7.

> Established, initiated and updated a new ticketing process that increased

efficiencies in tracking and finalizing work orders.

> Organized and taught detailed training programs for new technicians that

greatly enhanced overall effectiveness of help desk operations and

decreased ticket completion times.

Security Analyst, 2009-2011

Responsible for coordinating Information Assurance and Security teams at

the Regional Network Operations Security Center (RNOSC) encompassing 9

separate areas throughout Japan. Regularly briefed executive and senior

staff on network security posture. Handled all network security violations

in a timely fashion; designed operating policies and procedures. Supervised

the audit and compliance team in enforcing standards, policies and

regulations.

> Piloted the vulnerability and incident management program to achieve

compliance for over 3,000 users and 2,600 information systems.

> Guided key projects, worth over $100,000, including the implementation of

a host-based Intrusion Detection Software (IDS) package.

> Deployed a Retina network scanning tool to identify vulnerable ISs and

prepare detailed reports for senior management decision-making.

EDUCATION

Ashford University (online) 2015

M.B.A. Degree in Information Systems

University of Phoenix (online) 2013

B.S. Degree in Information Technology; emphasis on Information System

Security.

PROFESSIONAL TRAINING

* Certified Information Systems Security Professional (CISSP) (408840)

through ISC2, 2012.

* CompTIA - Security+ (COMP001011004195), 2009.

* Microsoft Windows 7 Configuration (SR7743734), 2011.

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