Information Systems Manager

Brandon Colett

Berkeley, CA • linkedin.com/in/brandoncolett

Sr. Information Systems Support Manager

With 6+ years of IT support experience, skilled in network infrastructure management, user support, and vendor coordination. Improved first-call resolution by 50% in 6 months and managed over 1,200 tickets annually with a 98% satisfaction rate. Expertise in streamlining operations and ensuring efficient service delivery. WORK EXPERIENCE

Cal Alumni Association UC Berkeley • 1 Alumni House, Berkeley, CA 94720 Helpdesk Manager 06/2021 - Present

Administered network and server infrastructure, ensuring secure operations and compliance with IT policies.

Within the first year, instituted a technical training program that boosted first-call resolution by 50%, equipping staff with advanced troubleshooting skills. Managed a dynamic helpdesk team to resolve over 1,200 tickets annually with a 98% satisfaction rate, integrating vulnerability management practices to streamline ticket resolution processes.

Lead Desktop and Systems Support Specialist 09/2019 - 06/2021 Efficiently managed ticket resolution and process documentation, integrating cloud computing best practices, improving resolution speed by 20%. Oversaw vendor logistics for support and hardware repair, ensuring adherence to technical standards and reducing hardware-related downtime by 15%. End User Support Specialist 07/2018 - 08/2019

On/Off boarding of users, managing equipment, data, network, and cloud services. Provided VOIP Phone support with Avaya hardware, resolving 95% of support tickets within 24 hours.

Within the first year, streamlined user onboarding/offboarding processes, reducing the average time per process by 20%.

Authorized Computer Repair/LMi.net •

1700 Martin Luther King Jr Way, Berkeley, CA 94709 Technical Support Specialist 04/2016 - 07/2018

Managed DSL, FTTH, network, and point-to-point internet services, ensuring reliable connectivity for clients.

Provided support for POTs phone lines and web hosting services, troubleshooting issues and ensuring optimal performance.

•

•

•

•

•

•

•

•

•

•

City Of Berkeley • 2180 Milvia St, Berkeley, CA 94704 Information Systems Support Technician 12/2015 - 03/2016 Supported a network of 300+ servers, routers, switches, and firewalls across 42 city locations, ensuring reliable system performance.

Contributed to the System Replacement Program, replacing 350 systems in 40 days, and provided 24x7 support for mission-critical systems like MDT and 911 dispatch centers. EDUCATION

Bachelor of Science (B.S.) in Kinesiology and Exercise Science San Jose State University 01/2007 - 01/2010

CERTIFICATIONS

Associate Google Workspace Administrator 03/2025 - 03/2028 Google Cloud

Python 01/2023 - 12/2023

Code Academy

Ruby On Rails 01/2023 - 12/2023

Treehouse

PROJECTS

Basskings 04/2016 - 10/2016

Startup Weekend East Bay - 1st Place

Tournament fishing app

Designing UX; developing UI design, go-to-market strategy. Supporting development, testing, and launch of Meteor app prototype (currently 300+ beta users)

Developing user stories and feature list to outline scope and timeline of native app SKILLS

Active Directory, Adobe Creative Cloud, Application Software, AutoCAD, Career Management, Cisco Meraki, Cloud Administration, Cloud Backup, Cloud Computing, Dynamic Host Configuration Protocol, Fortinet, Google Cloud, Google Workspace, Group Policy Management, Help Desk Management, Helpdesk Management, Information Technology Infrastructure, Process Streamlining, Project Management, SolidWorks, Ticket Resolution, Windows Server Administration, Incident Response, Information Assurance, Vulnerability Management, Cloud Storage, Automation, Cloud Infrastructure, Database Systems, Information Security, System Administration, Virtualization

Contact this candidate