IT Manager

*** ******** ****, ***** *******, NC *****

PHONE: 919-***-**** EMAIL: *******.********@*****.***

BRANNON EUGENE FISSETTE

KEY STRENGTHS

Troubleshooting Program Management SLA Management

Cross functional Team Leadership Vendor Management Process Improvement

Customer Service Leadership Skills Account Management

PROFESSIONAL EXPERIENCE

Deskisde Services – (L2/L3 Service Desk Support Team Lead)

7/2013 Present Unisys Supporting Novartis Vaccines and Diagnostics

Managed and ensured team met and exceeded all targeted Service Level Agreements (SLA’s). Lead

of local service desk support team on Level 2 and Level 3 Incidents as well as Installations, Moves

and, Changes (IMAC) work order management.

Extremely customer oriented. Local desktop support engineer with 1500+ local users and 250+

remote users. Ensured that incidents are prioritized and handled appropriately based upon

customer needs and Service Level Agreements (SLA’s) are met and exceeded.

Received, documented, troubleshot and repaired a variety of Information Technology issues

including computer, tablet, mobile phone, printers and, scanners.

Asset Management for 3000+ pieces of equipment; spearheaded data cleanup effort that resulted

in less business spend on Information Technology

Account management experience, ensured contract compliance and exceptional customer service

to our client that meet and exceeded all customer satisfaction surveys (CSAT 100%).

Mobility Specialist / Deskside Support (L3 Service Desk)

12/2011 7/2013 Techlink Systems Supporting Novartis Vaccines and Diagnostics

Account manager of all mobility for Vaccines and Diagnostics. Managed a mobile network with

2,000 Cellular Phone / BlackBerry / iPhone users and ensured continued support for all end users,

meeting or exceeding all service level agreements. Liaison between vendor and client.

Knowledgeable with dealing with vendor management. Managed a $3,000,000 Cellular Phone /

BlackBerry / iPhone program over multiple carriers. Ensuring that all invoices were promptly paid

and their there was no service interruptions.

Fiscally responsible, constantly looking at places to save money. Saved over $1,000,000 / year by

completing a complex rate plan analysis on telecom invoices. Striving to drive costs lower while

maintaining excellent customer support.

Extremely competent with SharePoint development. Created workflows for Mobile Device

requests, and invoice processing automating processes that required multiple levels of approval

and documentation. Created and managed all SLA’s for mobility incidents and device

procurement.

Supplemental Desktop support for onsite technicians. Assisted with scheduling and completing

Windows XP to Windows 7 Migration. Worked alongside other team members to ensure 100%

customer satisfaction.

Client Services / Ground Radio Communications

1/2007 – 12/2010 United States Air Force Aviano AB, Italy; Robins AFB, Georgia

Managed diverse teams of airmen and civilians in a variety of information technology projects

such as migration from Windows XP to Windows Vista, network installations during simulated

deployment and, financial assessment of mobility accounts.

Oversaw a computer network with over $5,000,000 in computer assets. Ensuring 100%

accountability for every asset. As well as managed and provided support for $8,600,000 of radio

equipment, including land mobile radios (LMR) base stations and supporting equipment.

Received, documented, troubleshot and repaired a variety of Information Technology issues at the

help desk level (L1, L2 and L3), including computer, cellular phone, BlackBerry, radio network,

printers / scanners and network security.

Spearheaded an effort for a paperless Air Force, established a program to cut down paperwork and

save the Air Force 35,000 man hours a year.

Experienced with thinking outside of the box, re wired base fire station communications console

ensuring 100% uptime and utilized in a joint 911 Emergency Control Center. Also relocated

primary multi channel radios with zero downtime saving $115,000 in lost flying hours.

Critical to the organization’s needs, enabled full spectrum support for three Presidents of the

United States (POTUS) missions. Led the E 4B Advanced Airborne Command Post communications

team.

ADDITIONAL SKILLS AND EXPIERIENCE

Proficient in Safety; directed building safety program, ensuring zero mishaps.

Adept in Microsoft Office Programs including; Microsoft Word, Microsoft Excel, Microsoft Access,

Microsoft PowerPoint, Microsoft InfoPath, Microsoft Publisher, Microsoft Visio, and Microsoft

SharePoint.

Utilizing Ticketing Systems such as Remedy and TechExcel.

Documentation is key, documented all work practices, creating work instructions for all job

functions ensuring that there is no lack in documentation of work instructions.

Comfortable and motivated in working in a challenging and diverse environment that will not only

test my experience, knowledge and skills but, that will increase my competency as a technician,

team member and as a leader.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bachelor of Science in Technical Management, DeVry University – Oct 2013

Associates in Computer Networking Systems, ITT Technical College December 2010 – Sep 2012

Associates in Applied Science Degree, Community College of the Air Force Jan 07 – Sep 09

Comptia A+ Certification January 2009

Electronic Principals: Safety, first aid, Direct Current (DC) Principals, Alternating Current (AC)

Principals, Semiconductors, Power supplies, amplifiers, wave shaping circuits, digital circuits,

computer fundamentals and network theory.

Ground Radio Communications Apprentice: Theory, operation, adjustments, alignments,

troubleshooting of Ground Radio Communications Equipment

HONORS AND AWARDS

Awarded 31st Fighter Wing Airmen of the Quarter for the third quarter of 2008. Selection based on

superior leadership, job performance, significant self improvement, personal achievements, base as

well as community involvement. Directly contributed to winning the 31st Communications

Squadron Airmen of the Year for 2008 for continued outstanding performance.

United States of the Air Force Europe (USAFE) Command, Control, Communications and

Computers (C4) Personnel of the year for 2008. Awarded by top USAFE leadership for the most

outstanding person within the spectrum of USAFE C4, either military or civilian, for outstanding

leadership, job performance, significant self improvement, personal achievements and base as well

as community involvement.

Aviano Chiefs Choice Award for Excellence for November 2008

Operations Flight Performer of the month for March 2008

Contributed to winning “Best Small Communications Squadron in USAFE” for 2007

Air Force Achievement Medal

Air Force Good Conduct Medal

National Defense Service Medal

Global War on Terrorism Service Medal

Basic Military Training Honor Graduate

Air Force Overseas Long Tour Ribbon

Air Force Training Ribbon

REFERENCES

References Available Upon Request

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