Brandon Brooks

Pittsburg, TX *****

ad1ovw@r.postjobfree.com

+1-713-***-****

IT System Administrator

Responsible for monitoring, troubleshooting and maintaining 5,500 pieces of equipment on 147 UNIX/NT servers, over 81 mission systems, five networks and 4,000 user accounts for 3,300 end users. Responsible for making sure customer is satisfied by handling computer issues in a timely and effective fashion. Top

Secret/Sensitive Compartmented Information cleared. Responsible for handling Self-Service tickets meeting the Service-Level Agreement of 45 minutes. Interested in furthering IT knowledge to Networking, switches and servers.

Willing to relocate: Anywhere

Work Experience

Senior Desktop Support Technician/Desktop Services Team Lead First Command Financial Planning - Fort Worth, TX

October 2016 to September 2023

• Experience with administration and user testing of Office 365, including Microsoft Teams. Also have worked with Endpoint Management to apply updates for O365. Have managed Microsoft console to grant users application permissions/licenses to Office products within O365. Also assisted with deploying

OneDrive to an environment with over 500 devices/accounts in an effort to increase data storage and backup procedures for end users.

• Have led the project of getting all procedures and policies documented in regards to Desktop Support and placed in a neutral location (Sharepoint Online & Microsoft Teams) that can easily be accessed by management and incoming employees for the department. Also worked with Data Management group on getting a skills matrix applied for Desktop Support so we can know what a specific tech is lacking on and who the SMEs (Subject Matter Experts) are in certain applications/procedures/processes.

• Administer hundreds of computer devices in multiple security/encryption consoles such as Cylance & Dell Data Protection Encryption as well as Digital Guardian. Also participated in effort to transfer all devices in environment (over 2000+ devices) from DDPE to Bitlocker Drive Encryption as well as enrolling any new devices to the environment with BDE prior to deploying.

• Handle 100% of the purchasing orders from field advisors wanting new computers/hardware equipment. Also in charge of building new laptops for incoming prospective advisors. Typically about 40/ month. Also assisted in creating a website where field personnel can purchase computers on their own through the website similar to a Dell or Amazon GUI.

• Work as part of a 3-man Desktop Support team supporting home office users, bank users and field users. Probably around 2000 users total. Handle a myriad of issues from hardware requests and break/ fixes to software requests and installs to reimaging of outdated operating systems.

• Work tier 2 tickets in new SCSM (Service Manager Console/Technical Assistance Center) client for all users in the company. Also assisted in 3 man team to migrate from Remedy client to SCSM interface. Also created a streamline email chain where emails that came into an inbox could be forwarded to an automated email that would automatically generate a ticket in SCSM queue for Desktop Support.

• Successfully migrated entire environment (Home Office, Bank Users & Field Advisors/personnel computers) from Windows 7 to Windows 10. Deployed several USB Windows 10 sticks to several field offices to start the Windows 10 rollout for the Field. Also ensuring that all Windows 10 machines are staying in compliance with Windows 10 versions in regards to Microsoft support.

• Work as 3 man team to complete computer setup for all new hires at the home office for the entire First command family. Also handle any hardware changes regarding any lateral position moves, as well as promotions. Also handle the task of obtaining any computer hardware and/or company phones when end-users leave the company. Created a request offering in SCSM where users could request their workstations be moved providing us with all of the information that was needed as well as had task sent to NetOps to verify network connection was hot without having to reach out individually to the team.

• Work as a 2 man team to assist in any mobile phone issues. Ranging from MaaS360 application issues

(use MaaS360 console for account/device administration) to any iOS issues being caused on iPad Airs and company iPhones. Also handle any iPhone issues regarding Apple Support and perform phone upgrades for all company iPhones and phones that the company has taken ownership of. Upgrade process including backup/restore process involving iTunes and/or CopyTrans Control Center. Managed all company phones/ iPads with AT&T and Verizon accounts using portals on the specified account websites. Worked with Exchange Administrator & Endpoint

Management to get entire environment transferred from MaaS360 to Outlook Mobile.

• Maintain all local/network printers in both HO and Bank (mostly Ricohs and HPs). Work with NetOps to manage main print server and requesting/applying IP Address for network printers on the print server. Also handle the scheduling of dispatches for Ricoh printers in which a Ricoh tech needs to be on site to troubleshoot the hardware on the printers.

• Handle all of the internal and external ordering of computer equipment as well as the testing of new devices to ensure they are compatible with FC systems prior to being deployed into the environment and made available for purchase by Field

Personnel. Work with vendors Dell, CDW & SHI to provide equipment for Home Office and to be purchased by Field Personnel.

• Worked with Endpoint Management adding 13 iOS Macbooks & iMacs to our internal domain as well as deploying security software and baseline apps to the macs using JAMF. Also have added several new Macbooks into our environment by adding them to our internal domain and installing the baseline apps prior to deploying them to the specified users. Used Symantec website to request VPN certificates (for GlobalProtect) to allow the macs to connect to our domain remotely. Desktop Support Technician I

ThinkFinance - Fort Worth, TX

July 2016 to October 2016

· Trained as SCCM Administrator working with deploying software to a bulk number of laptops. Also created several Windows 10 images to be used for re-imaging/imaging Dell laptops.

· Imaged over 40 Dell Latitude laptops via USB Storage stick with Windows 10. Pushed out baseline security software such as Cylance, Websense & Global Protect

(VPN Client).

· Supported over 200 users in both the Fort Worth and Addison locations with a variety of computer issues. From moving hardware to providing new hardware as well as software installs and software troubleshooting.

· Kept a working inventory via company-specific ticketing system, ChangeGear, of all laptops for all employees at both Addison and Fort Worth offices.

· Assisted Network Infrastructure team in converting all Polycom desktop phones from hard wired power adaptors to PoE (Power Over Ethernet) with 100% success.

· Managed Data Storage system with NetGear tape directory and tapes. Swapped out an average of about 20 tapes/week. Worked with NetGear admin who would come onsite and provide blank tapes as well as maintain further retention of tapes full of sensitive data. Helpdesk Technician II

Analysts International/ClubCorp - Dallas, TX

October 2015 to June 2016

· Trained as network administrator for Wifi outages as well as Network outages at country clubs. Have assisted with Enterprise System Administrators in troubleshooting wifi and network outages with 10-15 clubs. Main role in troubleshooting outages is verifying power and cable connectivity to routers and switches as well as obtaining initial information needed such as pings, trace routes and link light connectivity.

· Handled about 50 calls a day from ClubCorp employees having IT issues ranging from account management to ClubCorp specific applications, such as CaterPro, ProspectPro, Memberpride & TeeSheets.

· Logged hundreds of calls for high priority payroll applications such as Prophetline & Aloha. Have installed both Prophetline & Aloha software programs on hundreds of PCs.

· Have handled multiple issues where a ClubCorp employee needed to ship his computer back to the home office for either Operating Systems upgrades from Windows XP to Windows 7 or to have PC re-imaged to correct any hard drive issues.

· Briefly worked as secondary admin for RSA console to get external users access to in-house servers to complete job functions.

Tier 1 Customer Service Technician

Enterprise Operations Center Computer Sciences Corporation - Fort Worth, TX July 2012 to September 2015

· Has helped thousands of end-users with hundreds of computers issues from password resets to software issues.

· Has reported server outages for field sites to Tier 2 Network Technicians leading to Mission Critical Information Recovery.

· Processed over 50,000 self-service tickets in Service Manager 9.1 and Service Manager Client 9.3 submitted by end users for various issues from software installs to hardware issues to network outages.

· Used Microsoft Lync and Remote Desktop Connection to communicate with customers and obtain point of view to further detect/investigate end user issues.

· Have supported multiple operating systems including Windows XP & Windows 7, while assisting users with settings in Mozilla Firefox, Internet Explorer (7,8,9) and Google Chrome Internet Browsers.

· Assisted thousands of users with transformation included in the Blackberry to Samsung Android project. Walked user multiple issues with deployment from assigning global plans to importing RSA Authentication Tokens into the smartphones.

· Handled RSA account administration via RSA Admin Console where database was kept for all field users and their devices that contained RSA tokens, this included Blackberries & Keyfobs.

· Currently working as primary tier 1 administrator for TS account management and computer administration. Other Tier 1 technicians contact me while in SCI room for TS account unlocks, password resets, computer pings & access (PKI) restoration. IT System Administrator/Helpdesk Technician

NSA/CSS-Hawaii - Kunia, HI

May 2009 to June 2012

· Have 3 years (37 months) of experience as a Help Desk Technician and Customer Support Specialist. Have been commended several times for fantastic efficiency and speed from time customer reported issue until the time that the issue was resolved.

· Have experience in transitioning and pushing out new systems to end users to more effectively accomplish mission.

· Put forth countless hours into teaching users the changes to come with new operating system. Transitioned users from thick to thin client environment in focus to move to virtual environment.

· In follow-up effort, have experience in performing IT support to 3,000 end users after transition was complete.

· Used Remedy Ticketing System to document thousands of trouble tickets and also to work tickets for issues ranging from hardware fixes to account permissions.

· Used Remote Desktop Connection (RDC/MSTSC) multiple times to obtain point of view in an attempt to resolve computer issues such as software defects to registry updates.

· Used Active Directory and Microsoft Management Console to manage user accounts and permissions as well as add and remove computers to the domain.

· Practiced RedHat Linux Server maintenance and monitoring for over 120 servers for 360 days.

· Kept track of 30-40 tapes for backups and restores. Every week was responsible for shuffling 15 tapes in/out tape deck servers for availability of backups for multiple file servers. Education

High school diploma

George Bush High School - Richmond, TX

August 2004 to June 2007

Skills

• Active Directory

• LAN

• TCP/IP

• Network Support

• Microsoft Windows

• VPN

• Mac OS

• DNS

• Operating Systems

• Technical Support

• Computer networking

• IT support

• Microsoft Exchange

• Help Desk

• Authentication

• Azure

• Windows

Languages

• English - Expert

Military Service

Branch: United States Navy

Service Country: United States

Rank: E4

November 2008 to June 2012

After training in Great Lakes, IL & Pensacola, FL, was stationed in Kunia, HI for the duration of my term.

Rate - IT

Commendations:

NAM - Navy Achievement Medal

Certifications and Licenses

CompTIA A+

CompTIA Security+

Assessments

Technical support — Proficient

February 2022

Performing software, hardware, and network operations Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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