Brian W. Email & Phone Number

San Francisco, California, Us

IT Engineer for on-site and remote support requests. Ticket handling via JIRA, new hire on-boarding and off-boarding requests, and Mac and PC provisioning round out daily activities. Asset management and inventory control of devices circulating between 6 U.S. offices is a top objective. Creation and updating of SOP documentation is a top task of mine. Communicating blockers and proactive organization are vital details for a successful team.

San Francisco, Ca, Us

Chicago office IT manager with 3 team members responsible for daily technical operations of dual office floors which included: AV support of 40+ conference rooms, IT walk-up bar oversight, 700+ new and used laptop/ peripheral local inventory, new engineering equipment purchasing and disposal of aging equipment.2022 Chicago office decommission- led the team to re-use over 800 pieces of equipment to ship as new-hire kits, and full network breakdown of 2 MDFs and 2 IDFs, with proper disposal of hundreds of IT inventory pieces.After office closing, transitioned to full remote User Access Supervisor. There I led a small Canadian team responsible for user permission governance and support, and management of new hire onboarding and separations. Using the principal of least privilege, we identify and verify current employees have the proper permissions and authorizations to applications or software to complete their job duties.Control and auditing the usage of company 3rd party tools and applications to minimize costs and reduce waste. Monthly and yearly auditing for 70+ company used software applications to verify correct authentication, authorization, and accounting practices were followed for 5000+ employees.Coached team members and evaluated skill growth for IC advancement. Weekly 1:1s with positive yet detailed feedback, quarterly conversations, and bi-annual performance evaluations led to quick development of several team members.

San Francisco, Ca, Us

Provided technical support for users onsite via a walk-up IT bar and remotely by responding to requests via chat, Slack IM or email.MacOS/iOS device provisioning and maintenance.Google Chromebook and Windows 10 device provisioning and support.AV management for 40+ conference rooms.Active Directory profile and group object creation.Assisted users in setting up new accounts, resetting passwords via identity systems, and configured applications and provided general guidance on usage of software.Administration of MFA portal for company staff via DUO and Okta Verify.Created custom wiki documentation of all system configurations for future reference.Asset tracked via custom database all laptop, mobile devices and wireless hotspot inventory for quarterly audits and employee separation management.Provided monthly training sessions for end-users on how to use the provided services effectively while adhering to best practices set forth by the organization.

Fort Mill, Sc, Us

Allstate Insurance contractor for desktop support, supplied daily on-demand technical assistance and training for numerous clients at the Northbrook and Chicago locations for Allstate and its three startup companies. Our current team is the pipeline for repair, distribution and asset management of IT assets for 40,000 North American and European employees. Supported clients via live chat, web conference and phone to troubleshoot and resolve issues related to MacOS features and applications. Diagnosed and repaired laptops as well as troubleshoot software applications such as Microsoft O365 apps and F5 VPN client.Re-imaging and deployment of Apple products via Jamf management tools.Provided easy to understand technology related explanations to clients from all walks of life and in various job positions.Work on assigned ticket queue while exceeding expectations on tasked SLA commitments.Documented repair and trouble findings in ServiceNow catalog.

Dallas, Tx, Us

In a 22 state region, cared for the provisioning and maintenance needs of residential and business customers in the 24x7 telecom network operations centerOne of 3 lead technicians for the audit/log analysis team to provide training to over 100 people related to the incident management processAssisted with the development of processes and procedures to improve incident response times, analysis of incidents, and overall NOC operationsFamiliar with the ITIL framework, as the Incident Management process is a key input into the established Change and Problem processes