Briana Mccoy Email & Phone Number

Coxsackie, New York, United States

Houston, Texas, United States

• Sole IT Analyst on-site responsible for assessing and troubleshooting a broad spectrum of equipment and software issues at a company location encompassing over 50 users across 3 stores locally
• Remotely diagnosed, troubleshot and resolved over 100 user support requests submitted via Microsoft Service Manager console
• Monitored software update deployments and manually investigated errors to ensure compliance of over 400 workstations and 70 servers
• Assisted in a project to organize store file server in order to streamline job processing for users, limit usage on Nimble Storage, and improve overall file management capabilities

Austin, Texas, United States

• Conducted troubleshooting for IT related issues and resolved over 2,000 service desk tickets
• Gained a proficiency in creating incidents in Remedy and ServiceNow ticketing systems
• Consistently met call handling goals with receiving 521 calls with an 80% first contact resolution ratio in a month
• Diagnosed, troubleshot, resolved, and routed a range of software, hardware, and connectivity issues while maintaining 10 minute average call handling time

Houston, Texas, United States

• Provided excellent customer service to a diverse group of customers
• Conducted over 200 customer returns and exchanges
• Trained 4 new associates on register operations and was promoted from cashier to courtesy desk associate
• Performed over 100 layaway transactions and maintained weekly accountability of merchandise

Camp Pendleton Marine Corps Base, California, United States

• Managed the company’s telephone network comprised of over 200 assets
• Led two major expansion projects that increased the company’s integrated communication capabilities
• Kept full accountability of cryptographic materials and over 100 secret hard drives required for communication security
• Performed preventative maintenance for over $4 million worth of data and systems equipment
• Assisted in the creation, deletion, and troubleshooting of over 200 end user and email accounts

Camp Pendleton Marine Corps Base, California, United States

• Established and maintained voice and video telephony services for over 200 users and conducted over 17,000 calls
• Installed over 25,000 feet of fiber optic cable, 10,000 feet of 26-pair cable and 16,000 feet of CAT-5 cable
• Maintained records and performed preventative maintenance on voice and data equipment worth over $2 million
• Conducted hands-on training with 15 employees on the operation and familiarity of mission critical equipment in order to establish services for end users

Cyber Security Specialist

Certificate Of Completion, Information Technology Security And Administration