Brent O'Hara

Worked with various companies on short to medium-term contracts to assist with their needs.

• Active Directory administration
• MDM administration and device audit
• MFA configuration (DUO)
• Office 365 administration
• Deskside support as needed
• Tier III helpdesk support

Traveled to 10 different packaging manufacturing plants to assist with their technical needs. Worked remote if the ask did not require me to be on-site.

• Assisted users on the manufacturing floor with computer issues, Windows 10 primarily.
• Performed break / fix as needed, sometimes I had to be resourceful with our existing stock of computers and parts to get things back up and running (example: good power supply in a PC with a bad motherboard).
• Assisted server and network teams with on-site upgrades and repairs with servers and networking equipment.
• Coordinated with plant managers to ensure everyone was on the same page and no one was surprised by any downtime.

Worked on a team of engineers who served as an escalation point for end user tickets, as well as a focus on backend improvements and customer experience.

• Completed requests from end users for software to be added to the self-service portals for both Mac and Windows users
• Utilized SCCM and JAMF systems to ensure that all Windows and Mac systems were compliant with corporate policies and current with OS updates
• Worked with Tier I and II support for escalated support tickets
• Coordinated with project managers and coordinators to ensure that all ITIL practices are being performed accordingly for any kind of widespread update or application installation
• Worked with InfoSec team to ensure that we were fully compliant with all HIPAA laws and regulations when performing our everyday duties

Worked in a NOC environment to assist multiple customers with their IT support needs.

• Monitored alerts that came in regarding abnormal system resource utilization
• Responded to high priority tickets that often involved downtime
• Escalated issues to the appropriate teams if not in Tier II scope
• Performed system updates and application updates to client servers when they were confirmed to be unaffected by any downtime
• Performed client's Office 365 administration

Worked with a small team of support agents and administrators to perform daily IT support tasks as well as focusing on improvements to our software and IT processes.

• Rolled out Office 365 to our end users
• Migrated Rackspace inboxes to Office 365
• Found an issue with our corporate antivirus (ESET) and rolled out a completely new and improved version of it company-wide
• Performed Tier II and occasionally Tier III support as needed
• Remote and deskside user support
• MFA configuration (DUO)
• Single Sign-On administration and deployment (OneLogin and Microsoft Azure)