******Brenton Mucklow

IT Systems Administrator

**** ****** **** ********, ** 35172 850-***-**** adwthz@r.postjobfree.com

Technology Summary

Operating Systems:

Windows XP, Window 7, Windows Vista, Windows 10, Windows 2003 server and 2008 server, Cisco IOS, Linux-fedora.

Software Worked with:

Microsoft office suite 2003/2007/2010/O365, Open office, Norton security suite, Avast anti-virus, McAfee security suite, Malware bytes, Active directory, Microsoft exchange server, IIS 7, Microsoft SQL, VMware, daemon tools, AVG, Microsoft Hyper-v, Adobe graphics suite, Corel Draw graphics suite, N-route design and routing table software, Gerber Omega digital graphics software 2.5 – 5.0, Intuit Quickbooks, Team viewer, samanage incident system, workday, Ivante management suite,

Hardware:

IT Related Experience:

Laptops, desktops, servers, routers, Switches, Hard drives, motherboards, wireless cards, video cards, Printers, etc. from all leading computer and computer hardware providers. ( Dell, HP, Compaq, Cisco, Netgear, Sony, MSI, western digital, Seagate, AMD, Nvidia, etc.. )

IP addressing, sub netting, remote assistance, PC troubleshooting, Network trouble shooting, Network installation, Server troubleshooting, Server setup, Imaging/duplicating hard drives, router configuration, PC assembly, File recovery, VPN assistance, firewall programming, c programming, SQL script editing, Domain management, Exchange management

IT Experience

Joe Hudson’s Collision Center: Montgomery, AL

Analyst-Service Desk II, (October 2021 – February 2023(current)) Hired directly. Worked full time an average of 45 hours a week. Handled tickets of a wide range regarding software, hardware, system settings, emergency situations, and many others as a service desk Analyst II. Generated reports regarding ticket counts, handled ticket statistics, reviewed ticket trends, ticket assignments, and came up with solutions for larger issue’s creating many tickets. Worked with vendors on issue’s regarding their software and fixes that resolved said issue’s. Headed up the daily meetings in which emergency tickets, current and future projects, and current ticket statistics were discussed along with other situations going on that affected the department. The rest of my duties were very similar to the Previous position held at Portfolio recovery associates. Primarily worked remotely from home, but did go into office once a week for in office meetings.

Responsibilities

oMaintain and lower the number of support tickets in que.

oMaintain and update Service desk plus settings

oMaintain and update settings and information on Employee portal page

oMaintain and update surveys and forms for Employee portal page

oMaintain relationship with Vendors for updates and changes to programs to relay to users

oRunning reports on ticket statistics for all IT users to report in morning meetings

oLeading morning meetings

Supervisors:

oRuss Steinbeck, CIO. adwthz@r.postjobfree.com 1-205-***-****

oBrian Crooks, Director of IT. adwthz@r.postjobfree.com 1-334-***-****

Portfolio Recovery Associates: Hoover, AL

Analyst-Service Desk II, (May 2019 - October 2021). Hired directly, full time, for PRA’s Service desk department to continue the work that was started while I was contracted to Teksystems. Continued to Handling service tickets, maintaining equipment, taking service calls, and coordinating local projects with departments from Main office. Tasks still included:

oAnswers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers company mobile in accordance with IT standards

oAddresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application

oEnsures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application

oSubmit a Service Desk report to Supervisors at the end of each week

oEscalates Incidents in a proper manner, including Critical Incident Management

oUse any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert)

oResponsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility

oManages and coordinates site projects with other IT personnel and other departments.

Supervisor: Jonathan Small / Brad Bohanan

TekSystems: Birmingham, AL

It Contractor, (October 2018 - May 2019). Through TekSystems I was contracted out to Portfolio Recovery associates to Handled Service Desk Analyst II position at their office in Birmingham Alabama. This included handling service tickets and local site support for the floors assigned to PRA in the building we were in. Tasks included.

oAnswers the Service Desk line in a courteous, friendly, and helpful manner in accordance with management standards; verifies proper queue coverage before leaving their phone; and answers company mobile in accordance with IT standards

oAddresses, documents, and works Incidents assigned to Service Desk Team or Self in the Service Desk Management application

oEnsures Work Stoppage and VIP Incidents are properly submitted into the Service Desk Management application

oSubmit a Service Desk report to Supervisors at the end of each week

oEscalates Incidents in a proper manner, including Critical Incident Management

oUse any free time not needed to fulfill the above duties to do self-training to develop knowledge and skills and serve as a Mentor to Peers in areas of expertise (Subject Matter Expert)

oResponsible for ensuring compliance with applicable laws, regulations and company policies across areas of organizational responsibility

oManages and coordinates site projects with other IT personnel and other departments.

Supervisor: Jonathan Small

Sign Faces, LLC: Pelham, AL

IT Systems Administrator, (October 2012 – October 2018). Oversaw all IT related projects. In charge of maintaining all servers including Exchange, domain controllers, Web site server, SQL server, Terminal Server, file server, and security server (contains all security footage). Experience with PBX phone system. Maintained/upgraded/replaced all desktop systems in company for all users (current user count: 54). Managed License agreements and all information related to software, hardware, maintenance plan purchases, upgrades, and renewals. Companies collaborated with include Slappey communications, AT&T, Windstream, Blue Ocean technology, CMI, Network solutions, Digicert, Roper Whitney, C C G Ideas, Google/Premovo, P S Data, and SA International.

Supervisor: Bill Uline –General Manager / Shop Foreman

Beyond Network Services: Hoover, AL

It Contractor/Consultant, (June 2011 - September 2011). Handled service calls. Installed software and Hardware on servers, networks, and computers. Handled trouble shooting on computers, networks, servers, Printers, and peripheral devices.

Supervisor: Tim Christian

American Red Cross: Hoover, AL

It Associate / Intern, (March 2011 - June 2011) Handled Active directory account creation, VPN troubleshooting, network printer Troubleshooting, and Printer Maintenance. Also worked on server issues, LAN phones, hard drive Imaging, Hardware replacement, IP phone setup, and e-mail exchange trouble shooting.

Supervisor: Kevin Flanagen

Jefferson County School System; Career Tech: Irondale, AL

IT Associate / Intern, (February 2010 - March 2010) Handled trouble shooting on classroom computers (windows XP and 7), Domain issues, network installation, network trouble shooting, Hard drive imaging, and Hardware replacement.

Supervisor: Alan Smith

Current Employment: Portfolio Recovery Associates.

Education

ITT Technical Institute – Bessemer, AL, Degree earned 06/07/12

A.S. In Computer and Networking Systems GPA: 3.57

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