Brandon Mckamey

• BMC Remedy & ServiceNow Administrator • Create/Maintain Remedy & ServiceNow profiles. • Manage Onboardings, Offboardings, and Transfer requests. • Administered network share access by granting, removing, and adjusting permissions for users as needed. • ADUC Administrator • Splunk Power User • Azure Administrator • OKTA Administrator • Acted as Backup Supervisor to oversee team operations in the supervisor's absence. • Provided coaching and feedback to agents to correct mistakes and improve overall performance. • Created and implemented custom tools and PowerShell scripts to improve workflow efficiency, automate repetitive tasks, and support team operations. • Coordinate with FAA management on incident & request escalations.

• IT Service desk, providing Tier 1 service for FAA Business Operations. • Support as necessary on a 24-7 basis to limit system down time during internal or external outage. • Supervises the resolution of technical problems and manages a team of service desk personnel receiving support requests by telephone or self-service ticket in support of internal and/or outside customer computer hardware, software, network, system/application access, and telecommunications systems. • Manages the diagnosis, identification, isolation, and analysis of Quality issues. • Ensures the proper routing of calls to product line specialists, application, or system support specialists. • Alerts management to recurring problems and patterns of problems. • Maintain shift schedules, monitor time and attendance for employees. • Supervise, provide training, and assist with tasks as necessary. • Mentor and provide feedback for performance evaluations.

• Directed and participated with team members in analysis and delivery of all support and project work. • Train new service desk agents • Manage a team of 100+ agents. • Allocate jobs and workloads to individual agents based on their abilities. • Weekend POC for escalations for the Service Center. • Coordinated with Tier 2 management with ticket issues & concerns.

Preformed special projects for Leads. Trained new service desk agents Assisted end users and regular service desk agents with multiple issues. Processed both the queue and emails Managed accounts within Active Directory. Troubleshot and resolved issues within multiple FAA sites. Troubleshot Microsoft software daily to rectify any user issues.

Created and managed accounts within the multiple systems listed below: Active Directory Azure Active Directory Microsoft Exchange AS400 Office 365 Peoplesoft Entrust POC for the MTMUS domain project within Toyota Managed a virtual robot. Network File Share Administrator

Assisted end users with multiple tasks such as: resetting passwords, browser troubleshooting, Microsoft Office, Windows support, etc.

• Assisted end users with multiple tasks such as: resetting passwords, browser troubleshooting, Microsoft Office, Windows support, etc.