Branden Greenfield-Logan Email & Phone Number

Support Pentagon Federal Credit Union’s 3000+ employees as an internal Service Desk AnalystProvide remote support via phone and live chat for hardware, software, and operating systems within PCs, laptops, printers, mobile devices, and Support Windows 10, Microsoft Office 365 Suite, Exchange client, and account setup and supportCreate and manage user accounts in Active DirectoryRegulate File Share permissions and network access to ensure security of data and informationLog and track service calls using Salesforce Case Management softwareDefine and classify the level, priority, and nature of problems or requests and troubleshoot to resolve technical issuesEscalate undiagnosable problems to Tier IIIEnsure problem ownership and promotes end-user satisfactionUse Command Prompt (CMD) language to execute functions in

Washington D.C. Metro Area

Supervised all sites in designated regionsMaintained effective communication between the company and clientInterviewed potential employees and staff sitesEnsured quality of officer performance through evaluations and job training

United States

Serviced T. Rowe Price® $1.27 trillion global investment management firm as a Information Technology Support TechnicianWorked remotely in the call center via virtual desktop machine and thin clientDiagnosed technical issues for clients, plan participants, and T. Rowe Price® employeesUsed ServiceNow® ticketing system to create, track, and record all incidents, troubleshooting, and resolutions while fulfilling service level agreementsDocumented compliance and security issues while maintaining client account integrityEscalated problems based on department operations and procedures as necessaryManaged clients online and mobile access with multi-factor authenticationResolved iVerify profile multi-factor authentication errors

Washington D.C. Metro Area

Assisted users via phone, email, and virtual chatsSupported Windows 10 and Windows 7 environment troubleshooting post migration issues for users remotely Supported the entire Office of the Comptroller of the Currency (OCC) including field offices and bank examiners of approximately 3000 usersUtilized ServiceNow® ticketing system to create, track, and record all incidents, troubleshooting, and resolutions while fulfilling service level agreementsUsed Bomgar to remote into user systems, repair application errors and system malfunctions, and provide resolutions in the command promptUsed RSA console to issue virtual soft tokens in order for users to gain access to the agency’s virtual private network (VPN)Deployed Cisco AnyConnect to help users gain access to the agency’s virtual private network (VPN)Resolved errors in Microsoft Office 365 environment including Outlook, Skype for business, Excel and WordUtilized active directory to reset passwords, verify users, add users to group policies, and obtain BitLocker recovery keys

Washington D.C. Metro Area

Facilitated communication between instructors and students in an Information Technology support courseAssisted students with assignments and class related issuesAssisted students with hands-on lab environments

Washington D.C. Metro Area

• Deter illegal activity • Loss prevention• Maintain Crowd traffic flow• Remove barred individuals• Secure individuals within area• Thoroughly Inspect and Patrol property

• Control Parking Violations• Deter illegal activity• Remove barred individuals• Secure Individuals within area• Thoroughly Inspect and Patrol property

Forestville, Md

• Animal Obedience training• Assist with unruly animals• Encourage Sales• Facilitate Purchases• Maintain Animals• Restocking

Capitol Heights, Md

• Answer phones and respond to inquires• Encourage Sales• Facilitate Purchases• Maintain Animals

• Ensure the Safety of Client• Maintain Crowd• Body Search Incoming Patrons

Fort Washington, Md

• Check-in and direct visitors• Control Parking Violations• Maintain Crowd flow during events• Secure individuals within Building• Thoroughly Inspect property

Bowie, Md

• Administer Medicine• Assist in Surgery• Maintain Animal Facility

Bachelor'S Degree, Cybersecurity Management & Policy

It Support, Information Technology Support

Zoology/Animal Biology

Veterinary Medicine