IT Support & Cloud Administration Professional
Resume:
Brianna L. Nelson
*******.*.******@*********.***
Veteran ServiceDesk Specialist with extensive experience in enterprise operations, onsite/field/remote. Advanced understanding and working knowledge of infrastructure support, security, endpoint management, and ITIL/ITAM asset handling. Skilled in resolving complex incidents within fast-paced, compliance-driven environments. Currently seeking a role in system or cloud administration to expand on this foundation. Work Experience
Lead Configuration Center Technician – Cognizant - John Deere East Moline, IL - April 2025 to September 2025
• Led break/fix and deployment operations for a newly established configuration center, performing diagnostics, imaging, staging, and repairs on enterprise endpoints, rugged devices, and wireless peripherals; managed asset intake, logistics, inventory tracking, and ServiceNow records, authored SOPs and technical documentation to standardize workflows and onboarding, and contributed to process and escalation improvements while obtaining/maintaining Dell, HP, and Poly platform certifications. IT Support Technician - Lee Enterprises
Davenport, IA - July 2024 to September 2024
• Delivered remote technical support across infrastructure, systems, and user environments, including server access, database connectivity, portal authentication, and high-volume print systems
• Administered identity provisioning, policy enforcement, and directory updates through Entra ID while managing compliance and device health with Intune and Endpoint Central
• Resolved incidents remotely using ITSM platforms and collaboration tools.
• Provided administrative support across Microsoft 365 services, including Azure and Exchange, to maintain reliable access and service continuity Infrastructure Engineer – Artech – John Deere
East Moline, IL - December 2023 to February 2024
• Resolved hardware faults, connectivity outages, and system degradation issues across a production enterprise environment supporting over 1,000 endpoints.
• Collaborated with infrastructure and networking teams to isolate and resolve cross- system incidents, including those affecting live production workflows.
• Maintained operational readiness across the enterprise through staging, reimaging, and rapid deployment of critical systems.
• Applied ITSM principles to prioritize service, enforce escalation workflows, and sustain compliance with internal security policy.
PC Technician II - Pomeroy Technologies - MidAmerican Davenport, IA - September 2021 to April 2023
• Spearheaded local support for over 500 users across 20+ enterprise locations within a large geographical region spanning Iowa and Illinois. Managed 20–30 tickets per day covering diagnostics, hardware replacement, imaging, software deployment, access troubleshooting, and recovery.
• Maintained compliance for TSA-restricted devices and supported CIP controls in alignment with ISO/IEC standards. Closed vulnerabilities and ensured high-security workstations remained audit-ready.
• Led infrastructure rollout for a new corporate campus, coordinating deployment, staging, and field support for hundreds of endpoints. Provided ongoing remote and in- person support as the primary technician across assigned sites. Education
Black Hawk College
2015 – Currently attending
Pursuing AAS in Computer Science
Technical Certifications and Licenses
CompTIA Advanced Security Practitioner (CASP+) May 2024 to May 2027 AWS Solutions Architect Associate April 2025 to April 2028 CompTIA Network+ December 2025 – December 2028
Enterprise - Brand (Dell, HP, Poly) Certifications April 2025 to April 2027 HP SQ22/24 PC/Printer Certification Technician
Dell Client Foundations & Wyse Thin Client
Dell PowerEdge, Storage & Networking Corrective Maintenance Poly Professional Certification – Headset, Voice, Video & Infrastructure
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