About Me
Hello! I'm Brandon, a ...-year-old Illinois-based IT Operations Leader, proud husband, and father of two incredible kids.
Over the course of my ...-year career, I've honed my technical expertise and customer service skills, evolving from a hands-on technician into a trusted team leader and career advisor. Currently, I lead a specialized team of 8 at a high-volume hardware depot, managing the complete hardware footprint for an organization of 16,000 employees.
I bring a unique blend of people-first leadership and forward-thinking technology to the table. I am a pioneer in AI-assited coding and process automation, constantly finding new ways to streamline enterprise workflows and eliminate repetitive tasks. I thrive on fostering a positive work environment, writing comprehensive knowledge guides to help others succeed, and empowering the people around me to grow in their own careers.
I’m a lifelong tech enthusiast who loves tinkering with servers and computers. When I'm not looking at screens, I enjoy looking up at the stars. I have been greatly enjoying LLM's and the world its opened to me. I have greatly enjoyed improving my automation using AI, and finding solutions to problems I never thought possible.
I’m always open to collaborating, sharing ideas, or expanding my network. Feel free to reach out if you’d like to connect!
LLC Website Overhaul
Modernizing legacy web architecture into a responsive frontend for a professional food service organization, focusing on high-fidelity UI/UX updates and SEO/search visibility.
Untitled Sci-Fi Novel
Experimenting with some creative writing. Starting with a sci-fi fiction exploring the intersection of human consciousness and advanced artificial intelligence.
Skills & Tools
Technical & Automation
AI-Assisted Programming & Scripting, Role-Based Provisioning, Windows Server Management & Performance Tuning, VDI Administration & Lifecycle, Active Directory (AD), OS Imaging, Networking (TCP/IP, DNS, DHCP), HTML.
Platforms & ITSM
ServiceNow (Custom Dashboards & Reporting Architecture), Advanced Microsoft Excel (Data Sets, Pivot Tables, Data Analysis), SharePoint, Enterprise ITSM Systems.
Operations & Logistics
IT Depot Management, Full Asset Lifecycle Tracking, Break/Fix Logistics, Procurement, Dell Server Hardware, Enterprise Infrastructure Upgrades.
Leadership & Strategy
Firm-Wide IT Standards, Process Engineering, Cross-Functional Collaboration, SLA Management, Mentorship, SOP Development & Technical Writing (100+ Knowledge Base articles).
Technology evolves, and so do I. This stack represents my core expertise, but my true skill lies in rapid adaptation. Whether it's mastering a new platform overnight or "thinking outside the box" to solve an enterprise bottleneck, I thrive on the challenge of learning and implementing the next generation of IT solutions.
RSM US
IT Customer Operations Lead
- Lead an 8-person depot managing all US hardware provisioning (100–1,500 monthly new hires) and Break/Fix operations for a 16,000-employee workforce.
- Set firm-wide IT hardware standards and supply localized equipment to regional IT support teams.
- Automate depot workflows and cross-functional data collection by developing custom applications and scripts saving countless manual hours.
- Engineer role-based provisioning systems that automatically deploy specific hardware and software tailored to a new hire's job profile.
- Track hardware lifecycles, manage inventory, and generate reporting using ServiceNow to consistently meet strict, time-sensitive deployment deadlines.
- Author operational SOPs and knowledge base articles to establish consistent depot processes and training.
Information Technology Systems Administrator
Aug 2022 - Jun 2024 | Remote- Managed daily maintenance, performance tuning, and health monitoring for enterprise server infrastructure.
- Led complex infrastructure upgrades across 70+ Dell hosts, successfully maintaining zero downtime during critical updates.
- Administered the complete VDI lifecycle, handling the deployment, troubleshooting, and decommissioning of virtual systems.
- Optimized overall system performance by collaborating with cross-functional engineering and support teams.
- Authored over 100 knowledge base articles to standardize internal troubleshooting and system administration processes.
Senior IT Advanced Customer Support
Aug 2021 - Aug 2022 | Des Moines, IA- Advanced to serve as the dedicated Tier 2 escalation point, delivering rapid-response technical support directly to VIP and executive staff.
- Leveraged prior platform expertise to design the regional ServiceNow dashboard, building hundreds of custom reports to provide leadership with actionable data insights.
- Directed Subject Matter Expert (SME) workgroups to standardize internal troubleshooting and drive team-wide process improvements.
- Managed the end-to-end execution of time-sensitive IT projects, ensuring all technical milestones and delivery deadlines were met.
Information Technology Coordinator
Mar 2019 - Aug 2021 | Des Moines, IA- Provided foundational on-site Tier 2 hardware, software, and network support to maintain daily operations for an office of 300+ users.
- Administered Active Directory environments, managing user provisioning, security groups, and system access controls.
- Executed localized IT asset management logistics, tracking the complete hardware lifecycle from initial procurement through deployment.
Service Desk Analyst (Contract)
Jun 2018 - Mar 2019 | Davenport, IA- Delivered rapid, first-line technical support across the enterprise to resolve hardware, software, and network connectivity issues.
- Triaged and escalated complex incidents to advanced Tier 2 teams, maintaining strict adherence to service desk SLAs and resolution timelines.
Retail Data Systems
IT Support Specialist
- Programmed and configured Aloha and Brink POS software for hundreds of clients, executing real-time system updates and feature modifications.
- Executed on-site hardware installations, system upgrades, and technical troubleshooting directly at client locations.
- Maintained regional server and workstation infrastructure, optimizing Active Directory logs and file servers to improve local network speeds.
- Managed comprehensive IT asset tracking and lifecycle maintenance for regional servers, workstations, and printers.
Stefanini
Knowledge Manager
July 2016 - Jan 2018- Architected and managed the global ServiceNow knowledge base for the enterprise BCG helpdesk, transforming thousands of manual pages into a fully searchable HTML library.
- Partnered with regional application owners to draft technical support workflows, ensuring comprehensive documentation was established prior to onboarding new software to the service center.
- Audited and integrated live documentation updates flagged by international support agents across the US, Romania, and the Philippines to maintain global accuracy.
- Developed a standardized technical writing methodology to ensure complex software guides were easily executable by staff across all technical skill levels.
Incident Controller / Resource Technician
Jan 2015 - July 2016- Elevated from standard helpdesk duties to serve as the primary internal escalation point, providing dedicated technical support to global technicians across the US, Romania, and the Philippines.
- Directed rapid resolution workflows for global IT outages, acting as the lead coordinator for critical incident management and mass enterprise communications.
- Instructed international support staff on complex troubleshooting and specific hardware repair solutions, leveraging deep technical expertise to upskill the team.
- Managed localized hardware inventory logistics to ensure the rapid availability of replacement equipment for internal technicians.
IT Specialist
Dec 2012 - Jan 2015- Resolved high-volume inbound technical issues via phone and email, consistently exceeding team performance and resolution metrics.
- Executed large-scale hardware imaging and enterprise deployment projects to support infrastructure needs.
- Deployed internationally to Australia and New Zealand (ANZ) to provide critical on-site emergency technical coverage and maintain regional operations during local staff absences.
- Administered user accounts and access controls within Active Directory, executing daily credential management and secure onboarding/offboarding tasks.
- Utilized enterprise remote desktop tools to diagnose and troubleshoot complex software, VPN, and network connectivity issues for a distributed global workforce.
- Managed a high daily queue of inbound support tickets through ITSM platforms, maintaining strict adherence to first-contact resolution targets and helpdesk SLAs.
Computers For A Cause
2009 - 2012 | Davenport, IATechnician & Consultant
- Provided technical training for volunteer staff and designed organizational web presence.