IT Support
Brendan Pust
Longview, WA ------------ ------------ |------------/in/bpust
IT Support Professional
Experienced IT Support professional who can communicate with people at all levels and roles within an organization. With a history of working in diverse environments and works with customers in a dynamic and personalized manner.
• 13 years of experience in IT support
• Innovative problem-solver
• Able to triage and troubleshoot issue over the phone
• Work with others
• Able to communicate and sympathize
• Easily adapt to new software and changes in procedures
• Highly experienced in assisting a diverse population
PROFESSIONAL EXPERIENCE
Peace Health St. John Aug 2017 to July 2019
Desktop Analyst
• Implemented systems during new locations and department moves
• Provided Tier-3 support to 20 large departments across campus, including 24/7 high-criticality areas
• Ensured resolution of medium to complex internal customer IT problems and service requests; worked directly with customers and members of other teams to troubleshoot and resolve incidents within specified SLA
• Participated in on-call rotations
• Participated in the design and development of desktop hardware configuration and OS image rollouts
• Performed rolling hardware upgrades and refreshes across all departments
• Provided technical leadership, guidance, mentoring and advanced support to other analysts and teams
• Created and managed application packages using MS System Center Configuration Manager (SCCM); managed and administered organization’s identity and access management applications and appliances
• Led projects involving software deployment and implementation of client/server applications
• Developed detailed training materials and provided in-depth software training for customers
Clark College eLearning July 2009 – July 2017
E-learning Support Specialist (April 2010 to July 2017)
• Established the Tech Hub (from idea to fulfillment) a one-stop help desk for students, faculty, staff at Clark College
• Recruited, trained, supervised staff in communicating with students in a dynamic and thoughtful manner
• Developed quick reference system for immediate assistance and escalation of technical issues
• Formalized process to track technical and related software issues to develop institution-wide solutions
• Created and maintain updates of Office 365 training documents for student usage
• Set-up, repair, and refresh approximately 120 laptops and netbooks each quarter
• Oversaw and delegated as needed for outreach events to assist and engage students
• Supported high-demand students, faculty, staff with in-person assistance for Clark’s current Learning Management System
• Assisted with the preparation of and migration from Moodle to Canvas
IT Technician 2 (July 2009 to March 2010)
• Supported users with computer difficulties during their academic path
• Troubleshooted department hardware and software
• Assisted students, faculty, and staff as Learning Management System Administrator (Blackboard, Moodle)
Brendan Pust/Page 2
• Created and presented quarterly online and face-to-face workshops of 10-20 students for Moodle and Blackboard
• Implemented and edited training documents on using Moodle and Blackboard for students
• Password resets via Active Directory
• Trained students in password management and how to change their passwords themselves
TECHNICAL SKILLS
• Operating Systems: Windows 2000/XP/Vista/Windows 7/8/10, Linux
• Learning Management Systems: Blackboard, Moodle and Canvas
• Application management: System Center Configuration Manager(SCCM)
• Ticketing System: Cherwell, Solarwinds Web Help Desk
• Productivity software: Microsoft Office 2000-2016 Office 365.
• Video editing software: Camtasia Studio
• Virus removal, device troubleshooting, data recovery
• Basic to advanced hardware problems, troubleshooting
EDUCATION
• AAS Computer Network Administrator, Clark College
Brendan Pust
Longview, WA ------------ ------------ |------------/in/bpust
IT Support Professional
Experienced IT Support professional who can communicate with people at all levels and roles within an organization. With a history of working in diverse environments and works with customers in a dynamic and personalized manner.
• 13 years of experience in IT support
• Innovative problem-solver
• Able to triage and troubleshoot issue over the phone
• Work with others
• Able to communicate and sympathize
• Easily adapt to new software and changes in procedures
• Highly experienced in assisting a diverse population
PROFESSIONAL EXPERIENCE
Peace Health St. John Aug 2017 to July 2019
Desktop Analyst
• Implemented systems during new locations and department moves
• Provided Tier-3 support to 20 large departments across campus, including 24/7 high-criticality areas
• Ensured resolution of medium to complex internal customer IT problems and service requests; worked directly with customers and members of other teams to troubleshoot and resolve incidents within specified SLA
• Participated in on-call rotations
• Participated in the design and development of desktop hardware configuration and OS image rollouts
• Performed rolling hardware upgrades and refreshes across all departments
• Provided technical leadership, guidance, mentoring and advanced support to other analysts and teams
• Created and managed application packages using MS System Center Configuration Manager (SCCM); managed and administered organization’s identity and access management applications and appliances
• Led projects involving software deployment and implementation of client/server applications
• Developed detailed training materials and provided in-depth software training for customers
Clark College eLearning July 2009 – July 2017
E-learning Support Specialist (April 2010 to July 2017)
• Established the Tech Hub (from idea to fulfillment) a one-stop help desk for students, faculty, staff at Clark College
• Recruited, trained, supervised staff in communicating with students in a dynamic and thoughtful manner
• Developed quick reference system for immediate assistance and escalation of technical issues
• Formalized process to track technical and related software issues to develop institution-wide solutions
• Created and maintain updates of Office 365 training documents for student usage
• Set-up, repair, and refresh approximately 120 laptops and netbooks each quarter
• Oversaw and delegated as needed for outreach events to assist and engage students
• Supported high-demand students, faculty, staff with in-person assistance for Clark’s current Learning Management System
• Assisted with the preparation of and migration from Moodle to Canvas
IT Technician 2 (July 2009 to March 2010)
• Supported users with computer difficulties during their academic path
• Troubleshooted department hardware and software
• Assisted students, faculty, and staff as Learning Management System Administrator (Blackboard, Moodle)
Brendan Pust/Page 2
• Created and presented quarterly online and face-to-face workshops of 10-20 students for Moodle and Blackboard
• Implemented and edited training documents on using Moodle and Blackboard for students
• Password resets via Active Directory
• Trained students in password management and how to change their passwords themselves
TECHNICAL SKILLS
• Operating Systems: Windows 2000/XP/Vista/Windows 7/8/10, Linux
• Learning Management Systems: Blackboard, Moodle and Canvas
• Application management: System Center Configuration Manager(SCCM)
• Ticketing System: Cherwell, Solarwinds Web Help Desk
• Productivity software: Microsoft Office 2000-2016 Office 365.
• Video editing software: Camtasia Studio
• Virus removal, device troubleshooting, data recovery
• Basic to advanced hardware problems, troubleshooting
EDUCATION
• AAS Computer Network Administrator, Clark College