Kirk Brugh Email & Phone Number

• 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.
• 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.

 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.

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.

 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.

 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.

Bachelor Of Science In Management, It

Associate Of Science (A.S.), Mathematics