Kirk Brugh Email & Phone Number

Blanchard, Ok, Us

• Oversaw operational aspects through Managed Service Provider (MSP) for IT ServiceDesk, Campus Support, HR Help Desk, Desktop Support, CMDB team, AssetManagement, End User Compute device management, and all ITSM processes.• Managed vendor relationships to ensure seamless service delivery and contractingprocesses.• Held teams accountable for SLAs set within the SOW, achieving exceptionalperformance, and reducing Time to Resolve (TTR) by 50%.• Collaborated with DeVry IT domain leaders to optimize solutions for classrooms,students, and colleagues.• Established strong relationships with campus and operations leaders to effectively planand deliver IT services.• Standardized IT equipment and managed ITSM service processes including MajorIncident, Problem Management, Change Management, and Asset Management.• Directed ServiceNow administration and architecture teams, implementing workflowsfor onboarding/offboarding and annual version upgrades.• Conducted stakeholder meetings to align IT initiatives with business objectives.

 Lead Corporate office Service Desk team and the Remote Support team. Provided escalation support to the team, monitored, and directed on Call and Ticket Metrics, and coached members for promotional opportunities.  Provide “white glove” support to Executive level Leaders.  Member of team responsible for designed and execution project on sending 1400 employees to work from Home Manage, train, and on-board new hires for the Service Desk Managed the Incident Management team by collaborating with VP of Shared Serviced and Director of Application Production Support to handle Major Incidents/Outages. Manage the New Hire Training and equipment setup each week for the company.  Managed various projects: Building desk equipment purchase and setup of over 600 desks, Webcam purchase and delivery to all users that began working from home, Disposal and Decommission of 1300 items of IT Equipment, Computer life cycle refresh, Companywide inventory creation, tracking, and purchasing, developed New Hire Orientation plan to provide a more improved associate experience first day.

Orlando, Florida Area

 Created and managed a new division of SR IT Techs supporting 400 stores. Trained all members, coached them to be better employees as we created a sense of Solidarity  Work closely and collaboratively with department heads including H.R., Loss Prevention, Sales, Real Estate, Construction and Operations Assume accountability in auditing internet service providers in retail locations, which involved reviewing contract terms, lease length, cost, and store performance to identify beneficial solutions for outdated technologies or pricing.  Eliminated more than 800 duplicate or erroneous telecommunication accounts through post-acquisition telecommunication audits, thereby generating $400K in annual savings.  Attained Payment Card Industry (PCI) compliance in the retail stores through compliant point of sale image, network hardware, application and website black or whitelisting; directional virtual LANs (VLANs) on the Cisco Meraki stack; and physical security of the network using additional locking network cabinets in all retail stores. Maintained all Internet failover devices for all 1300 stores and created a savings of $30K-$40K per month Audited current process and procedures and created more efficient ways to complete the tasks. Utilize different tools in making usable metrics to help in performing forecasting; determining problematic trends, areas of opportunity and savings and keeping up with IT and market trends.  Admin of GSuite Domain, created, modified, terminated all Users for Company. Created and managed over 1000 distro groups.  Exhibited efforts in devising an internal-facing Google Site for references, notifications, projects, contact information, FAQ, and trouble ticket creation of the IT Department. Performed network stack migration from Sonicwall to Cisco Meraki platform throughout the company.

 Supported the network and telecom services of 350+ offices plus the main campuses. Troubleshoot and configure Cisco and Juniper routers and switches.  Create, monitor, and delete VOIP accounts for users in Avaya. Support and handle Riverbed Steelheads, AT&T Access Points, DNS support, and IP Addressing.  Made critical process improvements to resolved customer issues quicker, bring light to outages faster, and keep people updated on issues.  Developing in the Call Recording, Call Routing, Security, Network Analysis, and Networking Setups.

 Responsible for assisting internal employees with triage and resolution of a broad range of enterprise hardware and software problems. Filed all incidents within Remedy 7 ticketing platform. Perform resolution of Demand and PSC requests for various types of orders including remote access, as well as Remedy user administration. Responsible for providing higher level assistance to Front Line members within the Support Desk. Duties include providing direction to locate appropriate knowledge documents as well as providing guidance when deciding to escalate tickets following the ITIL process.  Apart of Progressives’ training department where the utilization of Service Desk knowledge is essential to successful onboarding of new hires within the Support Center. Provide resolution processing of incident tickets placed within the Claims and Enterprise service desk queues. Provide training to incoming new-hires utilizing Specialist knowledge when called to do so. Maintain KBA documentation surrounding SME areas of expertise. Mentored and coached Frontline members and fellow Escalation members in career progress.

Bachelor Of Science In Management, It

Associate Of Science (A.S.), Mathematics