GeekinThings

by Brannon Breau

My Résumé

Brannon Breau 111 Green Cove Court, Kissimmee, FL 34743
561-809-0683 brannon.breau@gmail.com

SUMMARY • Detail oriented with great verbal skills and written communication.
• Great problem-solving skills with outstanding customer service.
• Able to multitask with strong time management skills.

EDUCATION Palm Beach State College, Lake Worth, Florida – April 2013 – December 2014
Associate in Science Degree, Network Administration

CERTIFACTIONS

• Certified CompTIA A+ – 2015 (Download)
• Certified CompTIA Network+2017 (Download)
• ServiceNow Certified System Administrator – 2018 (Download)
• ServiceNow Certified System Administrator: Madrid Delta – 2019 (Download)
• ServiceNow Micro-Certification – Flow Designer – 2019 (Download)
• ServiceNow Certified System Administrator: New York Delta – 2019 (Download)

EXPERIENCE

Morgan & Morgan PA – Orlando Florida | 2015 – Present

ServiceNow Administrator: January 2018 – Present • Manages and resolves incidents against ServiceNow applications.
• Performs routine maintenance to include performance monitoring and error identification/ remediation.
• Manage Update Set creation and migration.
• Schedules and verifies instance clones.
• Lead ServiceNow upgrade planning and execution.
• Manage Instance Security, User/Group Access/Access Control Lists.
• Estimate, prioritize, plan, and coordinates testing activities.
• Implemented auto assignment functions for the tier I and tier II queues.
• Built email notification that send survey results to the team leads on survey completion.
• Collaborate with partners to implement special projects.
• Setup the service portal for Incident submission.
• Maintain the Adaxes server.
• Development of the ServiceNow platform.

Help Desk Team Lead: September 2017 – January 2018

• In charge of the implantation and development of the ServiceNow platform for the firm.
• Help manage 30 tier I and tier II help desk agents.
• Solve issues escalated from the Tier I and Tier II helpdesk agents.
• Develop and maintain various knowledge bases and articles.
• Other projects at the request of management.
• Help create and maintain desktop images for use in 16 production pools.
• VMWare View Admin for pool management that.
• Instruct and coach helpdesk agents to help them learn and grow.
• Assist the Systems and Security teams as needed.
• Help solve hardware, network, and software issues in an environment that has ~2700 users.
• Assist in server deployment.
• Utilize Active Directory, MS exchange, VMware, and Polycom.
• Troubleshoot Client Profiles, Copitrak, Adaxes and various other systems as needed.
• Find software to improve productivity.

Tier II Help Desk Agent: February 2017 – September 2017 • Solve issues escalated from the Tier I Service Desk agents.
• Developed and maintained various knowledge bases and articles.
• Help solve hardware, network, and software issues in an environment that has ~2700 users.
• Utilize Active Directory, MS exchange, VMware, and Polycom.
• Troubleshoot Client Profiles, Copitrak, Adaxes and various other systems as needed.

Tier I Help Desk Agent: September 2015 – February 2017 • Developed and maintained various knowledge bases and articles.
• Help solve hardware, network, and software issues in an environment that has ~2700 users.
• Utilize Active Directory, MS exchange, VMware, and Polycom.
• Troubleshoot Client Profiles, Copitrak, Adaxes and various other systems as needed.

Office Depot – Boca Raton, Florida | 2004 – 2013

Project Specialist: January 2006 – April 2013 • Ensured compliance with Office Depot sales floor and receiving standards by executing all related standard operating procedures.
• Ensured proper installation of all technology, loss prevention, fixture, construction, and inventory components by following all related memo’s, store maps, and manager direction.
• Trained, coached, and mentored associates and 3rd party vendors in Office Depot operational expectations as it relates to the Office Depot brand.
• Quickly and efficiently addressed customer needs by providing solutions to their issues.
• Lead by example by acting as a role model for precise execution of Office Depot standards.
• Held project associates accountable to delivering a new store, relocation, remodel, and/or special project to prototypical standards.
• Analyzed and troubleshot software and computer peripherals.
• Addressed issues quickly and efficiently.
• Demonstrated attention to accuracy on all duties and responsibilities.

Technology Depot Manager: March 2005 – January 2006 • Responsible for growing total sales and services of the technology department.
• Responsible for customer satisfaction, community outreach, and in-store events for small and medium businesses.
• Partnered with the management team in driving a memorable client/customer experience through leadership, communication, community outreach, and passion for the brand.
• Provided guidance and direction to store associates, including Print Services associates, and will facilitate ongoing training on the business model and the importance of offering our client/customer a holistic service offering.
• Coached and trained associates to properly assess client/customer needs to ensure satisfaction in every interaction.
• Worked closely with the management team to build a client/customer centric culture in the store and motivate and inspire associates to build strong relationships to increase customer retention.
• Proactively engaged with clients/customers to exceed their needs, ensure a positive experience and work to generate revenue by driving a sales culture.
• Built ongoing client/customer relationships and became a trusted advisor by utilizing advanced selling skills and knowledge.

Technology Associate : September 2004 – March 2005 • Ensured freight is processed efficiently to maximize product service levels.
• Responsible for engaging and providing an exceptional customer service experience.
• Followed the established sorting and stocking guidelines.
• Built ongoing customer relationships and become a trusted advisor by utilizing advanced selling skills and knowledge (including cross-selling of products and services) to meet the customer’s needs.
• Demonstrated a passion for the brand, product and services.
• Utilized Office Depot’s proven sales principles to proactively engage customers.
• Quickly developed product and solution expertise in key areas of the technology department.

SKILLS & HOBBIES • Hyper-V virtualization using my 3 Dell PowerEdge R710.
• In the process of deploying pfsense firewalls in home environment.
• Deploying Linux as needed for home projects.
• Maintaining 5 gaming servers hosted on in house Hyper-V virtualization servers.
• Maintaining and expanding self-built large hardware raid server.
• Projects based on Raspberry Pi Single board computers.
• Built RFDI music player with Raspberry Pi Single board computer.
• Home automation mainly based on z-wave technology.
• Built home automation bridge using Raspberry Pi to control devices that don’t have support for Apple’s HomeKit.
• Playing video games on both PC and console.

Download Resume in PDF