Brett Palik Email & Phone Number

Richmond, Virginia, United States

Currently, I manage the monthly SLR reporting for a 5-Tower IT managed services environment at Virginia State University I also perform the functional roles of Asset Management and Problem Management and I am integrally involved in daily operations and active projects. My role as Business Systems Analyst requires meeting with internal resources and the.

• Developed a 90-day detailed project schedules for the transition of services.
• Worked with multiple business groups to gather system and business requirements.
• Defined the scope of multiple application development projects, infrastructure deployments, and migration projects.
• Interfaced with many different Subject Matter Experts (SME’s) to help define the requirements of a project in the planning phase.
• Published an operational processes and procedures manual for IT Infrastructure and Help Desk support.
• Developed an application for managing incoming requests for Projects, Work Orders, & Configuration Changes.

• Interfaced with customer, daily to set expectations and align project resources to meet contractual deliverables.
• Led an internal audit & re-design of processes governing Electronic Equipment Removal & Disposal.
• Designed, developed, and implemented tool-sets for stream-lining Field & Back-Office operations.
• Led an internal audit, reconciliation, and remediation of 30,000+ assets displaced by the Desktop Refresh process.
• Designed, developed, and implemented enhancements to the Project’s web-based management portal.
• Coded an EDI bridge between an internal CRM application and Project’s management portal.

• As Service Integration Manager for an out-sourced HelpDesk, it was my primary responsibility to ensure that the HelpDesk has sufficient insight into Capital One's complex environment, necessary for providing 1st-level.
• Liaise between the client and the HelpDesk, acting as a guide for defining and implementing operational support procedures for new and existing services.
• Develop solutions for improving the delivery of service by researching escalated issues and breakdowns in incident management processes.
• Manage the continued maintenance of the HelpDesk’s Citrix environment, ensuring that the appropriate set of utilities is available for servicing the client.
• Represent Unisys in Capital One Change Management, ensuring that the Helpdesk is kept apprised of scheduled changes and service outages.
• Represent Unisys in Capital One Problem Management, focusing on post-mortem and root cause analysis to drive towards permanent resolution to high-impact incidents.

• Defined & integrated helpdesk support for 50+ new applications & services, Hibernia Bank, and Capital One Home Loans.
• Implemented a Solutions Management process for the purpose of governing the life-cycle of support procedures and technical documentation.
• Coordinated the remediation of 4000+ technical articles for use by the Service Center and by end users.
• Lead technical resource for operational support contingency planning for a major customer data migration & conversion project.

• Coordinated the deployment of 70+ helpdesk utilities in a Citrix environment on an aggressive 2-week timeframe for delivery to an out-sourced helpdesk.
• Performed QA / UAT testing of applications for Citrix compatibility.
• Collaborated with internal software experts to resolve technical issues encountered during testing & delivery.
• Designed, configured, and deployed a desktop solution for applications that were not Citrix-compatible.
• Coordinated the effort to troubleshoot and resolve any outstanding technical issues arising during post-implementation.

• Performed QA / UAT testing of enhancement and bug-fix releases of the Clarify ticketing system.• Assisted with creation and implementation of a web-based solutions center, provided via the Capital One intranet to end-users.• Worked with management, creating and analyzing trend reports for incidents initiated through the Service Center. • Involved in.

Ncie-San, Netapp Storage

Education record

Education record