BRIAN CARPENTER
Indianapolis,IN
Summary
IT professional skilled in technical support and customer service. Qualified to install, update, and configure Windows operating systems, including system properties, hardware configuration, and security features. Able to handle hardware maintenance on devices such as printers, scanners, exterior storage devices, and desktop tower. Advanced knowledge of configuring network allowances, group policy, and Active Directory. Ability to diagnose and resolve variety of technical issues while ensuring seamless operations. Collaborative team member known for adaptability and focus on achieving optimal results. Utilizes strong troubleshooting skills and effective communication to ensure user satisfaction. Knowledge of various software and hardware systems, enhancing overall service desk performance.
Overview
21
21
years of professional experience
Work History
IT Service Desk Technician Tier II
Exos
07.2021 - Current
- Mentor junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the team.
- Develope knowledge base articles for common issues, enabling faster resolutions for end users.
- Create comprehensive documentation of processes and procedures to aid in training new technicians.
- Provide excellent after-hours support when necessary to address critical incidents, minimizing potential disruptions for clients.
- Collaborate with team members to maintain consistency in service delivery and support quality.
- Manage ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
- Maintain inventory control of IT assets, tracking equipment usage and performing regular audits for accuracy purposes.
- Implemented continuous improvement initiatives that led to a significant reduction in recurring issues.
- Conduct regular maintenance on hardware and software systems, ensuring optimal performance levels.
- Participate in cross-functional teams to support IT projects, contributing technical expertise as needed.
- Provide exceptional customer service, building rapport and trust with clients through effective communication.
- Assist users remotely or in-person to diagnose and resolve hardware, software, or network-related issues efficiently.
- Use ticketing systems to manage and process support actions and requests.
- Configure hardware, devices, and software to set up work stations for employees.
- Install, configure and maintain computer systems and network connections.
Internal Auditor
U.S. Bank
01.2011 - 06.2020
- Developed audit conclusions, wrote audit reports and presented findings to management
- Recommended and implemented an effective method of tracking financial information and tuition reimbursement for submission to SACM management
- Participated with Due Diligence Audits of Commercial Saving & Loan Acquisitions
- Reviewed pay authorization documents, determined entitlements, and manually computed amounts
- Determined entitlements to reenlistment bonuses to make the appropriate payment
- Managed and/or conducted audits of Bank Branches, Small Business Administration Loans, Accounting (G/L, A/P, A/R) department, Commercial Lending and Collections
- Assisted in the preparation of audit reports that clearly communicated findings and recommendations to key stakeholders.
- Performed internal audits of financial and departmental operations, developing risk assessments and conducting process walkthroughs for compliance with documented processes.
- Identified and reported audit issues.
- Produced audit reports.
Quality Analyst
U.S. Bank
01.2006 - 01.2011
- Led process improvement projects that helped operations meet and exceed quality standards and streamline processes to reduce cost
- Proficient in data mining methods, extracting relevant information for reports and presentations
- Transformed the payments process from one that was paper and manually driven to an electronic format that enhanced governance, reduced risk and enhanced internal and external audit compliance
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
Account Specialist
General Revenue Corporation
03.2004 - 12.2005
- Professionally handled calls from customers relating to account, directed internal/external calls to appropriate department
- Coordinated with account executives, project managers, order entry specialists, and other internal personnel in accomplishing large projects for premier customers/accounts
- Consistently and successfully executed special task and projects delegated by upper management
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Completed routine and complex account updates to resolve problems.
Education
INFORMATION TECHNOLOGY SECURITY ADMINISTATION PROGRAM (ITSA) -
My Computer Career
08.2020
Odessa Jr. College
Odessa, TX01.2004
Skills
- Remote assistance
- Remote administration tools
- Remote Desktop Services
- Wireless Network Administration
- Install, troubleshoot & maintain software
- Troubleshoot printers
- Understand permissions
- Active Directory
- User account management
- Network configuration
- Process documentation
- Incident response
- Inventory control
- Problem solving
- Operating systems
Timeline
IT Service Desk Technician Tier II
Exos
07.2021 - Current
Internal Auditor
U.S. Bank
01.2011 - 06.2020
Quality Analyst
U.S. Bank
01.2006 - 01.2011
Account Specialist
General Revenue Corporation
03.2004 - 12.2005
Odessa Jr. College
INFORMATION TECHNOLOGY SECURITY ADMINISTATION PROGRAM (ITSA) -
My Computer Career
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