Support Specialist Service Desk

Brandon McFarlane

Service Desk Support Specialist

New York, NY • 337-***-**** • ***********@*******.*** • Linkedin • www.linkedin.com/in/bmcfarlane4 • US Army Vet EDUCATION

Bachelor of Science - Computer Science, Minor in Cybersecurity • Fordham University, New York Relevant Courses: Java Programming • Data Structures • Computer Algorithms • Cybersecurity and Applications • Secure Cyber Networks • Mobile Device Programming • Info and Web Programming • Database Systems • Networks and Comms • Forensic Computing • Data Mining • Computer Theory

PROJECTS - https://github.com/pelimac

Parking App - Spotup

• Developed the SpotUp parking application for iOS using Swift, providing users with a seamless and intuitive parking experience.

• Integrated PostgreSQL as the primary database system, ensuring robust data storage and retrieval capabilities for user and transaction data

• Leveraged data analysis techniques to optimize parking availability predictions, enhancing the accuracy of parking spot recommendations.

• Employed Postman for API development and testing, facilitating real-time communication between the app and server for updates and transactions.

• Developed and implemented a rigorous Performance Test protocol to enhance overall reliability Azure Cloud Detection - (SIEM)

• Configure and Deploy Azure Resources such as Log Analytics Workspace, Virtual Machines, and Azure Sentinel

• Utilize KQL to query Logs

• Utilize MITRE ATT&CK to map adversary tactics, techniques, detection, and mitigation procedures Task Manager App

• Developed a task manager application using REST API and Mongoose, allowing users to create, read, update, and delete tasks.

• Designed and implemented a user authentication system with JSON Web Tokens (JWT) to ensure secure access to the application. IT Ticketing System Deployment

• Coordinated a team in implementing an IT ticketing system to streamline support processes and improve user satisfaction.

• Implemented custom features to automate ticket assignment based on skillset and workload, reducing response times by 30%.

• Integrated knowledge base articles directly into the ticketing system, empowering users to resolve common issues independently and reducing ticket volume by 20%.

• Conducted user training sessions to ensure smooth adoption of the new system and provided ongoing support for users experiencing difficulties.

• Experience resetting passwords for computers; desktops and laptops

• Collaborated with cross-functional teams including IT operations, management, and end-users to gather feedback and continuously improve system functionality.

CERTIFICATIONS

• Google Cyber Security Professional (2023)

• CompTIA Security + (2024)

• ISC2 CC – Certified in Cybersecurity (2024)

SKILLS

• Front End Development:C++ (proficient), Java (proficient), Python (proficient), React.js (proficient),React.Native (proficient), LESS

(prior experience), HTML (proficient), CSS (proficient), JavaScript (proficient), JSON (proficient), .NET (proficient), Visual Studio IDE

(proficient), Webpack (prior experience), Typescript (proficient).

• Back End Development: Express (proficient), Node.js (proficient), RESTful API (proficient).

• DATABASES: SQL (proficient), Dynamodb (proficient), PostgresSQL(proficient).

• ADDITIONAL: Git (proficient), Integrated Circuit Design (prior experience), Functional Programming (proficient), OOP (proficient), Experience with UI/UX Design (proficient), Experience with Technical Design Docs (proficient), Experience with Experience with Agile and Scrum, Experience with SaaS security (Google Workspace, Salesforce, Workday, Atlassian.), Experience with command- line tools used for interacting with APIs, debugging and testing (e.g. curl, dig, etc.). PROFESSIONAL EXPERIENCE

Stop & Shop - Asset Protection - Security (February 2022 - PRESENT)

• Responsible for providing a secure destination to shop for customers, a safe workplace for associates and the protection of company assets for the ongoing success of stores.

• Investigating the loss of asset(s) including merchandise, money, and property, and writing detailed reports while maintaining strict confidentiality of all investigation-related information.

• Preventing loss and shrinkage through monitoring, surveillance, and other LP tactics resulting in 45k+ of merchandise recovery.

• Oversaw district of 16+ stores and made sure they are in compliance with current policies.

• Trained over 200 associates on asset protection and loss prevention strategies leading to a reduction of internal cases by 30%.

• Incorporated strong Help Desk skills to troubleshoot, manage and improve overall asset protection and security measures

• Used expert knowledge of Information Systems Management to investigate and resolve potential vulnerabilities in the company's asset protection strategy

• Troubleshot and maintained Desktop Operating Systems, enforcing Stop & Shops asset protection policies and procedures. ADDITIONAL RELEVANT EXPERIENCE

US ARMY - Chemical Technician (November 2017- September 2021)

• Led a squad of soldiers, overseeing their training and development, and ensuring high performance and consistent results to achieve their best.

• Demonstrated exceptional attention to detail in managing daily tasks, including conducting maintenance on vehicles and equipment, patient and vehicle decontamination, and managing all CBRN equipment and training for a company of 400 soldiers.

• Applied critical analysis and problem-solving skills in various contexts, such as site exploitation in unstable conditions, lab, and on- site chemical analysis leading to a 90% detection success rate.

• As the maintenance representative for the platoon, exhibited consistency and reliability in managing and maintaining all equipment, ensuring optimal performance and readiness.

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