Wilkens Brisenold
Orlando,Florida
Summary
A detail-oriented Information Systems Technician with over 7 years of experience working across diverse applications, operating systems, and platforms for desktop, laptop, and mobile devices. Expertise includes maintenance, technical support, and infrastructure design. Holds an Active Secret Clearance.
Overview
9
9
years of professional experience
Work History
Operations Analyst (Network Operations Center)
QinetiQ (Contract)
03.2024 - Current
- Provided analytical support to Operations and IT, ensuring system data accuracy and significantly improving workflow efficiency across departments.
- Collected, organized, and analyzed information from diverse sources, conducting interviews to effectively resolve issues and enhance problem-solving capabilities.
- Applied statistical methods to develop impactful business solutions, delivering insightful reports and memos that guided strategic decisions and process improvements.
- Managed complex technical crises, communicating effectively with varied audiences to achieve swift resolutions and minimize operational disruptions.
- Identified knowledge gaps, developed detailed documentation, and delivered targeted training, enhancing team skills and resolving critical issues efficiently.
Technical Application Specialist Tier 2
Florida Virtual School (Contract)
03.2023 - 03.2024
- Collaborated across teams to optimize hardware and software provisioning for new hires, significantly improving onboarding efficiency.
- Administered Active Directory, MS Office 365, Adobe Admin Console, and Zoom accounts, enhancing account management and ensuring seamless user access.
- Managed educational resources for global students and instructors, including tailored resources that enriched learning experiences and aligned with organizational needs.
- Administer Microsoft Intune for overseeing device management, application installations, and enforcement of security policies, strengthening compliance and security.
- Executed the deployment, configuration, and management of Windows 11 desktops and laptops organization-wide, ensuring smooth integration and operational stability.
Desktop Support Technician Tier 2
Humana (Contract)
03.2022 - 03.2023
- Managed and maintained Humana's desktop and laptop systems running on Windows 11, ensuring seamless performance and user support
- Collaborated with cross-functional teams on IT projects, contributing insights and recommending process improvements
- Maintained current knowledge of system applications, integrated technologies, and swiftly resolved user-reported problems using ServiceNow ticketing system
- Diagnosed and resolved Citrix VPN-related issues to facilitate seamless remote connectivity for users
- Provided remote technical support for hardware, software, and network issues, ensuring uninterrupted operations.
IT Operations Professional Tier 2
Lockheed Martin (Contract)
04.2021 - 03.2022
- Conducted comprehensive audits and assessments, managing remediation efforts efficiently to resolve identified issues.
- Played a key role in deploying advanced security technologies, which led to substantial improvements in program security and fortified digital environments.
- Performed regular system updates, applied patches, and configured security settings to ensure optimal system performance and protection.
- Monitored reports, systems, and logs diligently, generating alerts for any detected instances of suspicious activity to enable prompt response.
Desktop Support Technician Tier 2
A3 IT Solutions (Contract)
07.2020 - 03.2021
- Expertly handled troubleshooting and repair for hardware, software, and networking issues, ensuring uninterrupted system functionality.
- Maintained precise records of customer asset inventory, replacements, and repairs, enhancing operational efficiency.
- Provided exceptional concierge-level customer service, surpassing client expectations and achieving high satisfaction levels.
Automated Logistical Specialist
US Army (National Guard)
05.2015 - 05.2020
- Fulfilled guard duties amidst hurricane operations - Ensured the shipments were correct and all data is logged correctly
- Specialists are responsible for establishing and maintaining various documents, reports, and regulation forms
- Soldiers in this MOS are required to operate the Global Combat Support System-Army (GCSS-Army).
Desktop Technician Tier 2
Kavaliro (Contract)
09.2018 - 01.2020
- Installed, tested, and maintained end-user workstations to ensure seamless hardware and software functionality, significantly reducing downtime and improving user satisfaction.
- Managed hardware inventory effectively, overseeing disposals and parts distribution to streamline resource allocation and enhance operational efficiency.
- Administered user accounts and access control in Active Directory, maintaining rigorous security and compliance standards to safeguard organizational data.
Information Technology Help Desk Analyst
System Integration inc (Contract)
09.2017 - 04.2018
- Delivered high-quality Tier 1 support for remote agents and users, efficiently handling password resets, software and hardware issues, and Active Directory management, leading to improved operational stability.
- Utilized the Remedy Service Management Tool to meticulously log and update service requests, resulting in enhanced tracking accuracy and quicker resolution times.
- Fostered strong user engagement by maintaining clear and consistent communication, providing timely updates on service request progress, which boosted user satisfaction.
- Escalated complex issues to Tier 2 support, ensuring rapid resolution and significantly enhancing overall customer satisfaction.
Education
Bachelor of Science - BS - Human Factors Psychology
University of Central Florida
Orlando, FL01.2023
Associate's Degree - General Studies
Valencia College
Orlando, FL01.2017
Skills
- On-Call Support
- Computer Operating Systems (Windows, MacOS)
- Ticket Generation and Reporting
- SLA Management
- Client Communication (Phone, Email, Chat)
- Documentation and Training Development
- Escalation Resolution
- DoD Secret security clearance
- ServiceNow
- Microsoft Office 365
- Active Directory and Group Policy
Websites
Timeline
Operations Analyst (Network Operations Center)
QinetiQ (Contract)
03.2024 - Current
Technical Application Specialist Tier 2
Florida Virtual School (Contract)
03.2023 - 03.2024
Desktop Support Technician Tier 2
Humana (Contract)
03.2022 - 03.2023
IT Operations Professional Tier 2
Lockheed Martin (Contract)
04.2021 - 03.2022
Desktop Support Technician Tier 2
A3 IT Solutions (Contract)
07.2020 - 03.2021
Desktop Technician Tier 2
Kavaliro (Contract)
09.2018 - 01.2020
Information Technology Help Desk Analyst
System Integration inc (Contract)
09.2017 - 04.2018
Automated Logistical Specialist
US Army (National Guard)
05.2015 - 05.2020
Bachelor of Science - BS - Human Factors Psychology
University of Central Florida
Associate's Degree - General Studies
Valencia College
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