Brady Anderson Email & Phone Number

Greater Minneapolis-St. Paul Area

• Responsible for setup, maintenance, and support of over 200 PCs used for classroom training by students and instructors as well as the PCs used by the administrative support and sales staff.• Managed and maintained the servers responsible for servicing all the needs of the organization.• Scheduled and executed all imaging/deployment tasks required to ensure computer systems used by students and instructors included all of the required technology for a successful educational experience.• Maintained phone and voicemail systems used by administrative staff and setup the backend reporting used by management to monitor sales staff performance. • Supervised, trained, and created the schedules for 2 other on-staff technicians.• Coordinated resolution of the work orders and service desk tickets entered in the ServiceNow help desk system by administrative staff to make certain business functions could continue.• Administrator for the organization’s SharePoint sites and also their Office 365 implementation.• Attended weekly meetings with corporate directors to implement new business offerings and make technology recommendations.• Responsible for technology budget, purchasing, and vendor price negotiations, contracts, and invoices.• Implemented a new cloud hosted lab environment used for training. Handled all aspects of the new vendor relationship from contract negotiations to technical support to monthly invoicing.• Executed the successful transition of a new remote training platform used to deliver training for over 90% of classes allowing students from anywhere in the US to attend classes hosted out of Minnesota.• Led and coordinated the technology needs of an office relocation to a new facility. Including the network infrastructure setup and the hardware relocation and assembly of all technology used for classes and business administration. • Served as a technology SME and setup specialist for a network redesign after acquisition.

• Provide technical training for the entire Microsoft Office Suite versions 2003 & 2007, and also for select CompTIA sponsored technology courses.• In-room mentor for students working on self paced video led training.• Work individually with students helping them resolve issues and questions they may have with associated technologies and their personal or on-the-job projects.

• Classroom assistant working one on one with students with questions or needing assistance with their technical training on topics ranging from the Microsoft Office to XHTML and Adobe CS4.• Assisted the IT staff on PC maintenance and classroom setup.• Documented processes and forms for mentored training.• Helped the marketing and management teams with projects and setups at off-site event.

• Performed user acceptance testing (UAT) and software quality assurance testing (SQA) on website functionality, reporting and troubleshooting site errors. Managed the defects, crafted enhancement requests, and produced ClearQuest reports to keep track of all items requiring resolution.• Led and collaborated with technical support and incident management teams regarding open service tickets. When necessary reported and routed incidents / issues to other lines of business for resolution.• Recognized as the IT Portal subject matter expert to assist sales teams with new business opportunities. Produced tailored web graphics using Adobe Photoshop and created web content for the custom Portal site used during the client demonstrations and presentations.• Identified internal problems, gaps and potential fraud opportunities; recommended solutions as well as opportunities for automation, and implemented improvements.• Maintained 12 custom client websites leveraging HTML skills and knowledge of legacy custom application. • Technical point person for 12 major client programs. Ensured 100% service level agreements (SLAs) were met.• Trained and coached team members on the use of new client applications and use of HTML.• Served as subject matter expert to answer technology questions, provided pricing estimates (RFPs), and presented at client and department meetings.• Handled high-volumes of incoming and outgoing phone calls in a large call center and trained new hires.• Created an innovative new process that was used by the call center to reduce the time spent on processing outgoing mail by over 50%. • Assisted management and IT staff with special projects and acted as a liaison for dissemination of information and training to the call center representatives.• Served as an SME to assist IT with testing of enhancements to existing or newly developed systems used by all members of the call center.

• Performed user acceptance testing (UAT) and software quality assurance testing (SQA) on website functionality, reporting and troubleshooting site errors. Managed the defects, crafted enhancement requests, and produced ClearQuest reports to keep track of all items requiring resolution.• Led and collaborated with technical support and incident management teams regarding open service tickets. When necessary reported and routed incidents / issues to other lines of business for resolution.• Recognized as the IT Portal subject matter expert to assist sales teams with new business opportunities. Produced tailored web graphics using Adobe Photoshop and created web content for the custom Portal site used during the client demonstrations and presentations.• Identified internal problems, gaps and potential fraud opportunities; recommended solutions as well as opportunities for automation, and implemented improvements.• Maintained 12 custom client websites leveraging HTML skills and knowledge of legacy custom application. • Technical point person for 12 major client programs. Ensured 100% service level agreements (SLAs) were met.• Trained and coached team members on the use of new client applications and use of HTML.• Served as subject matter expert to answer technology questions, provided pricing estimates (RFPs), and presented at client and department meetings.• Handled high-volumes of incoming and outgoing phone calls in a large call center and trained new hires.• Created an innovative new process that was used by the call center to reduce the time spent on processing outgoing mail by over 50%. • Assisted management and IT staff with special projects and acted as a liaison for dissemination of information and training to the call center representatives.• Served as an SME to assist IT with testing of enhancements to existing or newly developed systems used by all members of the call center.

• Performed user acceptance testing (UAT) and software quality assurance testing (SQA) on website functionality, reporting and troubleshooting site errors. Managed the defects, crafted enhancement requests, and produced ClearQuest reports to keep track of all items requiring resolution.• Led and collaborated with technical support and incident management teams regarding open service tickets. When necessary reported and routed incidents / issues to other lines of business for resolution.• Recognized as the IT Portal subject matter expert to assist sales teams with new business opportunities. Produced tailored web graphics using Adobe Photoshop and created web content for the custom Portal site used during the client demonstrations and presentations.• Identified internal problems, gaps and potential fraud opportunities; recommended solutions as well as opportunities for automation, and implemented improvements.• Maintained 12 custom client websites leveraging HTML skills and knowledge of legacy custom application. • Technical point person for 12 major client programs. Ensured 100% service level agreements (SLAs) were met.• Trained and coached team members on the use of new client applications and use of HTML.• Served as subject matter expert to answer technology questions, provided pricing estimates (RFPs), and presented at client and department meetings.• Handled high-volumes of incoming and outgoing phone calls in a large call center and trained new hires.• Created an innovative new process that was used by the call center to reduce the time spent on processing outgoing mail by over 50%. • Assisted management and IT staff with special projects and acted as a liaison for dissemination of information and training to the call center representatives.• Served as an SME to assist IT with testing of enhancements to existing or newly developed systems used by all members of the call center.