Support Customer Service

Brian Brennan

503-***-**** Portland / Vancouver **************@*****.***

Professional Summary`

IT professional experienced in working in a variety of computing environments with varying degrees of complexity. Background includes extensive support experience with client/server environments, LAN/WAN networks and remote/mobile computing. Work history encompasses a broad array of industries including financial, industrial, healthcare, hosted datacenter and public sector. Additional talent includes troubleshooting/installations, excellent customer service and the ability to learn/apply new skills.

Skills Highlights

Administrative Tools (ADUC, DHCP, DNS, Event Viewer, Services, Defrag, etc.)

Disk Management, Computer Management, Print Management, Powershell, Registry)

Remote Tools (RDP, VNC, WEBEX, Log-Me-In, SCCM, LabTech)

Cisco routers/switches, VLANs, interface config (IP, speed, duplex, etc)

Hardware support (HP, Dell, Lenovo), various cabling, Cisco TAC

Ticketing systems (Remedy, Heat, Magic, InfoPACC and Track IT)

Network troubleshooting (Ping, Traceroute, PuTTY, Nslookup,)

Deployment and update tools (KACE, SCCM, WSUS, Windows Update)

Software support including MS Office, Adobe, industry software, updates, licensing, etc.

Project work including software upgrades, application deployments and hardware changes

Education

Bachelor of Science: CIS - University of Detroit/Mercy

Certifications

A+ / Network + (2005)

Security+ (2009)

MCP Windows7 (2012)

MCTS Server 2008 R2 (2013)

MCTS Exchange 2010 (2014)

CCNA Route / Switch (2014)

ACP - Allworx Certified Professional (2015)

MCP Server 2012 R2 (2015)

Professional Experience

On-Line-Support (Employers Overload) Network Support Technician 8/2015 – 11/2015

Vancouver, WA

3-month contract was to manage small to medium sized business networks for approximately 300 clients located in the Vancouver/Portland metropolitan area:

Devices managed included servers (SBS 2008/2011, Server 2003, 2008 R2 and 2012 R2), workstations (Windows7/8), networks (Sonicwall firewall, Dell/Netgear switches, Ruckus WAPs), backups, managed services / monitoring (Labtech) and IP phones (Allworx). Remote support provided via LabTech and RDC Manager. Device firmware updates and server updates quarterly.

Users/computers and groups managed via SBS Console/ADUC. Password management and 2-factor authentication performed via AuthAnvil. Symantec Endpoint Protection (SEP) used as centrally managed antivirus solution for servers and workstations.

Client email managed via Exchange 2007/2010/2013, Office 2013 and Edgewave Anti-Spam.

Other miscellaneous systems included APC Powerchute, RAID management (LSI MegaRAID, 3Ware 3DM2), and out of band management (ILO / RMM / DRAC).

Incidents/projects managed through Connectwise. System and network changes documented to company share (Word/Excel/Visio). Troubleshooting and repair provided for HW/SW issues. Virus/spyware cleanup, system updates and upgrades. Software upgrades / installations as well as troubleshooting of peripheral devices and Windows installations (Windows 7/8).

Brian Brennan 503-***-****

Koch Business Solutions (Judge Group) Client Technology Technician 1/2015 – 6/2015

Camas, WA

6-month contract was to provide support as a remote technician on the Workstation Services team based out of Green Bay, WI. Primary support provided for Georgia Pacific employees in lumber mills, chemical plants and gypsum plants in Oregon, California and Washington. Additional support provided nationally for Koch industries across US.

Device support, configuration, troubleshooting, and remote support as needed

Image and configure laptops, desktops and tablets using SCCM front end build tool (Win7/8 x64) across the network via PXE boot or using lite touch via USB

Use SCCM 2007/2012 to run advertisements, view/add collections and collection memberships, monitor and troubleshoot pushes, etc.

Additional support for TCP/IP and network printing, bandwidth monitoring (Solar Winds Orion), Cisco IP Communicator, MS Office (2010, 2013), Lync (2010, 2013) and per-site file/print server support

Users/computers in multiple domains managed via MMC console with ADUC for each domain

Project work includes hardware/software refreshes, moves and rack mounting server and network equipment.

Incidents tracked through Remedy (ITSM). Knowledge Base used was Remedy (RKM). Projects tracked through Tenrox and Planview.

Greenbrier Rail Services (Apex Systems) Support Engineer 5/2014 – 10/2014

Portland, OR

6-month contract was to provide enterprise support for 4500 North American employees including application and device support, configuration, troubleshooting, and remote support. Configuration provided for 600 laptops across North American enterprise with Microsoft Bitlocker encryption. Monitoring included network events & bandwidth utilization via Solar Winds Orion. Bitlocker servers were upgraded (application and SQL servers) to MBAM version 2.0. SCCM 2012 Client Center used to manage clients (Event Viewer, Add/Remove Progs, etc). Device queries created in SCCM 2012 to determine HW compatibility for encryption. Investigate end user connectivity issues back to switch (Cisco 2960) for POE Cisco IP phones and HP/Dell Zero Client workstations (VMware Horizon View VDI sessions). Cisco Unity Messaging supported for user voicemail and Cisco VPN Client for remote users. Citrix Mgmt. Console and Delivery Services Console used to manage user sessions

Pacific Western Bank Network Technician 11/2012 – 4/2014

Irvine, CA

Full time computer support provided for 1750 Windows7 users distributed across 100 branch and office locations across the state of California.

Users, computers, groups managed using Active Directory. Multiple Windows Server 2003/2008 and Exchange 2003/2010 servers supported across enterprise.

Administration included issue troubleshooting, user/computer move/add/changes, monthly Windows server updates, and Spam/Quarantine email server administration (Proofpoint/Postini/Trend). Netflow Analyzer used to monitor bandwidth utilization across multiple sites. Cisco NAC client used to authenticate devices on network

Branch conversion projects were completed when other banks were acquired. Typical conversion project work included racking preconfigured router, switch and UPS as well as patch cabling PC’s, printers and Cisco IP phones. Acronis Snap-Deploy was used to image 30 PC’s per site during conversions.

Other projects included user mailbox migration from Server 2003 (ESM) to Exchange Server 2010, Dell Kace software pushes (Acrobat, Java, etc.) and desktop/laptop upgrades (Dell, HP, and Lenovo). End user voicemail administered using Cisco Unity Messaging.

Configured security on stand-alone presentation computers using Local Group Policy Editor

User state migration tool used to move user profiles during PC upgrades and during XP to Windows 7 migration. Cisco VPN Client supported for remote workers.

Brian Brennan 503-***-****

Infocrossing (division of WiPro) Network Engineer 5/2011 – 8/2012

Tempe, AZ

Hosted datacenter company (Infocrossing) consisted of 6 enterprise datacenters, owned and operated by Wipro Technologies. Support provided for multiple customers and their network infrastructure. Work included moves within and between datacenters (ex: rack mounted server/router/ switch), changes, capacity planning, and troubleshooting (ex: firewall packet capture). Network troubleshooting also provided for vendor-related circuit issues. Learned and became SME for RSA VPN token administration via RSA Server Console interfaced with Cisco Secure ACS. Typical workflow involved managing outages, scheduled changes during scheduled and emergency change windows and disaster recovery testing. Participated in rotating oncall and engaged 24/7 NOC as needed. RDP’d to Server 2003/2008 used for datacenter access (routers, switches, firewalls) and RSA server administration. Configured change management tickets through ITIL based asset management system (InfoPACC) and CMB to ensure that client IT assets were appropriately tracked and managed throughout their lifecycle.

Scottsdale Medical Imaging (Robert Half) Systems Support Specialist 6/2010 – 4/2011

Scottsdale, AZ

Contract support provided to 500 administrative headquarters staff and medical staff in remote clinical offices. Duties included performing user/ group/device add/remove/changes via ADUC, managing email accounts via Exchange 2003 and printers (print server and TCP/IP). Created and imaged RAID servers, PC’s and laptops with Ghostcast server. Moved and added rack mounted servers as needed. Virtual servers were managed using VMware Vsphere Client. VLAN port assignments, troubleshooting, descriptions, etc performed on Cisco switches (2950, 3950). Set up POE enabled Avaya IP phones. Managed IP Address space via Orion IPAM and administered end-user SSL VPN sessions. Documentation included creating/ storing documents on internal Wiki, MS Office and SharePoint updates. Tape backups performed via CA ARC-serv grandfather/father/son full & differential backups. Tickets managed using Sysaid ticketing system.

First Solar (Enable Staffing) IT Technician 2 11/2009 – 5/2010

Tempe, AZ

6-month contract allowed me to provide network/laptop/PDA support for First Solar corporate offices. Support included configuration and user support for Cisco IP Phones, Dell laptops and Blackberries/iPhones. Tools included laptop encryption, Windows, MS Office, Blackberry Enterprise Server, Active Directory, Reimaged PCs using Windows disk or Acronis and managed incidents via TrackIT. Installed Citrix XenApp Web Plugin for Windows clients and supported user Virtual Desktop Web interface sessions

Providence Health Systems IT Specialist 2 10/2007 – 10/2009

Renton, WA

Provided break-fix and project support for Providence headquarter offices working in conjunction with different groups/regions within the organization. Support included configuration and user support for HP/ IBM PCs, laptops, tablets and various mobile devices. Tools used included laptop encryption, Windows, MS Office, SMS, Blackberry Enterprise Server and Active Directory. Project support included writing vendor documentation & installing 500 cross-connects for System Office relocation. Also was responsible for 50-100 pc/laptop replacements (not including break fix) per year. Network infrastructure support included Cisco 3548, 1003, 4503 and 6500 switches for port configuration (vlan, speed, duplex) and show commands. Business center kiosk computers locked down using Local Group Policy Editor MMC.

Siemens (IT Solutions and Services) Technician 2 2/2006 – 10/2007

Onsite support consultant that provided PC, application, wireless and network support to clients.

Port of Seattle - Provided break-fix and project support for computing devices at SeaTac airport. Support included Dell/Lenovo computers, mobile devices and using AD to manage users and computers. Configured PCs using Ghost & provided asset mgmt/incident tracking.

UW Medicine - Northwest Hospital (Seattle) - Support included PCs, Tablets, Windows, Office, permissions and installs for hospital campus and 5 remote sites. Additional support was provided for network connections, cabling and configuration to Cisco switches. Wireless support included hospital/ guest laptop connections and PDAs. Assisted in Win2K to Win XP migration and provided follow-up support & documentation

Piper Jaffray – Seattle Office - Provided technical support for Seattle branch including Windows & MS Office, password/print services, desktop support, remote access and financial applications.

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