Brandon Vera Email & Phone Number

Kansas City, Missouri Area

• Managed a team of 5 Analysts in support of mission critical systems and applications.• Became the initial escalation point for all MCEITS Service Desk processes and functions(Personnel Recall, ITSM Tickets, Customer Conflict Resolution, Service Provider/VendorSupport, etc...).• Reviewed software, hardware, and documentation rollouts to ensure TAC team had full understanding of requirements/training prior to deployment.• Reviewed and monitored server integrity for anomalies and managed process from investigationof occurring issues, the escalation to next tier in effort towards resolution.• Overseen the update and presentation of MCEITS Service Desk reporting artifacts and products(SOTE, RAG Chart, Daily Metrics, etc).• Directed MCEITS Service Desk Analysts in the execution of Battle Rhythm activities andplanned events. Delegated tasks associated with patching for server maintenance.

Kansas City, Missouri Area

• Executed Microsoft monthly vendor recommended patches, as well as Wireshark and Adobe Reader/Flash patches for both Windows Server 2008/2012 R2 via HP Server Automation deployment tool.• Ensured backups were successfully maintained for customers via NetBackup in the event of disaster recovery.• Worked within team of TAC professionals to include providing Tier 1 and Tier 2 staff in support of mission critical systems.• Processed and responded to service requests and incidents via Remedy 8.1. Managed and coordinated urgent and complicated support issues. Acted as an escalation point for all requests, incidents, and outages. Developed and matured phone and ticket escalation processes to ensure free flowing communication within the organization. Determined root cause of issues and communicated appropriately to internal and external customers.• Utilized Network Node Management interface (NNMI), SiteScope, HP BSM, Struxureware, vRealize Operation Manager to ensure servers and networks were fully functional.• Provided data and reporting of KPI (Key performance Indicator) trends in ad-hoc, weekly, and monthly briefs as needed.• Liased with MCEITS Operations personnel, Incident Management, the EIS Tier 2/3 support personnel, and the EIS Project Management Personnel on processes and procedures in support of USMC SharePoint users and site owners/administrators.

Kansas City, Missouri Area

Under the supervision of MCEITS Operations personnel, I developed the understanding and competencies around Systems Management and integration. I created PowerShell script(s) that tethered into VMWare Virtual Center using PowerCLI to automate procedural reboots for infrastructure critical systems. I also developed an understanding of group policy objects and DNS modification/management. Maintained processes on Windows Servers 2008 R2 and Windows Servers 2012 R2 within a virtualized environment to promote optimal up time . Ensure vulnerability mitigation and compliance utilizing Tenable ACAS systems.

Augusta, Georgia Area

Level 1 IT Technician (Department of Defense US Army Account)• Responsible for providing the first-line of post-sales telephone technical support of hardware,systems, sub-systems and/or applications for customers and/or employees.•Answers basic questions about installation, operation, configuration, customization, and usage ofassigned products.• Applies diagnostic techniques to identify problems, investigate causes and recommend solutionsto correct common failures. Escalates complex problems to the Remote Support Engineeringstaff or Field Engineering.• Provides technical support for internal and external customers. Collaborate in the Escalationprocess of complex problems to higher level of expertise within organization.• Demonstration of strong knowledge of Network troubleshooting, including connectivity issues,locating IP or TCP/IP addresses, VPN software, supporting remote users. Understanding ofActive Directory to assist with Account Management.