Brendan Means-Koss

Experience

• 

  Best Buy

  Feb 2007 - Sept 2011

  Operations Senior

  Promoted twice in two years, from computer sales associate to Geek Squad technician, then to Front End Leader. Managed customer service employees to ensure fast and accurate processing of customer transactions, accomplished through effective training on processes designed to maintain excellent customer service and satisfaction. Served as manager on duty to resolve customer issues storewide and maintained customer satisfaction across all business areas. Maintained full functionality of all store hardware systems, including registers and workstations and ordered store supplies. Drafted staff work schedule according to store traffic to ensure adequate coverage while constrained to labor cost limitations. Processed the store’s nightly cash deposit and maintained accuracy in the store safe. Show less

• 

  U.S. Department of Justice

  Jun 2011 - now

  Created new training and SOP documentation for the enterprise help desk to supplement existing materials, instructing readers how to resolve standard issues and efficiently navigate the incident management systems. Updated technical training manual to reflect frequent call scenarios from across the agency for use by new employees in their transition onto the help desk team. Developed Service Level Agreements between the help desk and various IT solver groups to improve help desk performance. Facilitated incident management of critical or high profile outages and recommended resolutions to reduce downtime and extended negative impact. Monitored server and network health using HP Operations Manager and HP Network Node Manager. Show less

  • System Architect

    Aug 2022 - now

  • Tech Lead

    Mar 2019 - Sept 2022

  • Supervisory IT Specialist

    Mar 2018 - Mar 2019

  • Software Developer

    Jul 2014 - Mar 2018

  • Desktop Support Technician

    Sept 2011 - Jul 2014

  • Intern

    Jun 2011 - Sept 2011