Brendan Gillespie

Experience

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  Trenton Public Schools

  Aug 2001 - Jun 2002

  Assistant to Technology Coordinator

  Dean Massalsky, Technology Coordinator for Trenton Public Schools:"Brendan served in my IT Mentoring program for 2 years as my assistant. He worked on a diverse range of projects for and with me in a 6 building, mixed OS LAN/WAN supporting 3000+ users. He is a strong independent worker, but also an excellent collaborative worker with an above average work ethic. His deep interest in all I.T related subjects coupled with his later military training/experience in I.T. systems at the highest level, I would have no qualms about recommending Brendan to work at the highest levels of nearly any I.T. project. Anyone hiring Brendan will be happy they did, they will get an excellent return on investment." Show less

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  USS Leyte Gulf (CG 55)

  Sept 2003 - Aug 2006

  Cryptologic Technician (Maintenance)

  - Performed hardware/software isolation and repair of state-of-the-art electronic, computer, and network equipment and related systems using complex testing and analysis equipment, diagnostic software, hand tools, and technical publications- Performed computer and electronic system hardware and software installation, configuration, and modification- Analyzed the configuration and monitored the operation of classified computer telecommunications and networking systems- Maintained fleet cryptologic permanent and carry-on direct support systems required in special land, sea surface, and subsurface operations Show less

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  Navy Cyber Defense Operations Command (NCDOC)

  Aug 2006 - Jun 2010

  Cryptologic Technician (Networking)

  - Monitored 50+ Intrushield sensors, 20+ tactical sensors, and over 2300 Novell Sentinel signatures in IDS/IPS environments- Evaluated alarms and analyzed packet data related to potential exploits and threats to Navy networks- Processed vulnerability, threat, and incident alerts and reports for networks maintained by the Navy- Provided first line of response and defense for Navy computer systems and real-time intrusion alerts designed to detect and report unauthorized activity throughout the global Navy networks from a centralized environment Show less

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  Navy Information Operations Command (NIOC) GA-Dayton, US Navy Reserves

  Aug 2010 - Sept 2014

  Cryptologic Technician (Networking), Petty Officer First Class

  - Served as an expert in communication network defense and forensics;- Monitored, identified, collected, and analyzed network and packet data information;- Provided computer network risk mitigation and network vulnerability assessments and incidentresponse/reconstruction;- Conducted computer network operations worldwide in support of Navy and Department of Defense missions.

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  Miami University

  Jan 2011 - Jan 2013

  Student Veteran Peer Advisor

  Provided information, advice, and coordination concerning Department of Veterans Affairs (VA) education benefits to all student veterans and dependents at Miami University.

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  Navy Information Operations Command (NIOC) GA-Great Lakes, US Navy Reserves

  Oct 2014 - Dec 2018

  Cryptologic Technician (Networking), Petty Officer First Class

  - CNO Mission Operator and Analyst: Analyzes collected data from centralized environment for intelligence of interest and report findings and analysis to senior authority for further processing;- N7 Training Officer: Supervises and manages the command's training department consisting of a team of training petty officers responsible for in-rate, intelligence, security, EIDWS, and general military training for the entire unit.

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  Hub Group

  Nov 2014 - Mar 2016

  Manager - IT Service Desk

  - Responsible for providing 24x7x365 leadership and management of day-to-day activities for local and remote service desk staff before outsourcing to foreign support model;- Monitored Hub Group system metrics, proactively identifying trends and addressing potential impacts;- Managed Hub’s Information Technology Infrastructure Library (ITIL)-based incident resolution, escalation of issues, and fulfillment of service requests;- Responsible for ensuring that the IT team meets and exceeds service level expectations and defined metrics/benchmarks, and followed established standards and processes;- Served as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement;- Developed solutions and roadmaps for monitoring the various systems that constitute the operating environment and leveraged telemetry to monitor health, performance and availability of systems;- Measured overall support effectiveness, quality of work and continuous improvement through metrics;- Provided management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support;- Represented the team on cross-functional projects and ensured timely completion of agreed deliverables;- Managed team workload; ensured all incidents, problems and requests were prioritized, assigned, resolved or acted on in a timely manner; ensured all incidents and problems have root cause identified where possible;- Worked with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentored team members on these policies and procedures;- Worked independently to triage multiple simultaneous issues and manage all to effective resolution. Show less

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  Adar IT / Nerdio

  Jul 2016 - Apr 2017

  Client Support Manager

  - Hired to evaluate and fix a broken IT Help Desk before outsourcing to new support model- Responsible for 24x7x365 client support through managing multi-tiered service desk teams- Collaborated with clients, employing a high degree of tact and diplomacy to promote a positive image of the department- Resolved problem situations in a professional manner- Accurately communicated pertinent information to create a work environment that lends itself to the best interest of internal team and client service- Ensured that daily, weekly, and monthly statistics, status reports, and graphical reporting aids are completed and continually modified to meet the needs of the organization- Isolated problem trends and ensures that troubleshooting efforts are completed for recurring problems until permanent solutions are found- Coordinated training requirements- Maintained a central source of information enabling technical support staff to resolve client issues with minimal disruption to expected service level agreements- Performed staff scheduling to ensure Help Desk coverage on a 7x24 basis- Managed Technical Support team including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities- Ensured that decisions made to improve the overall client support of the Help Desk are continually carried through- Provided leadership by projecting a positive attitude- Assisted in the development and implementation of quality improvement programs and procedures- Performed duties in a cost-effective manner to avoid waste of resources without jeopardizing quality of care and service- Lead multiple high priority initiatives in a fast paced technical environment- Performed other duties and responsibilities as assigned by the SVP, Operations Show less

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  Dynamic IT, LLC

  Apr 2017 - May 2019

  Senior IT Consultant

  - Provides troubleshooting, repair, and installation of equipment to include IT, audio/video, home theater, and other consumer electronics;- Performs and provides computer training and tutorials;- Consults with clients to define requirements and recommend solutions;- Seeks ways to apply technology to business processes;- Researches and provides information on technical trends;- Advises on options, risks, costs vs. benefits, and impact on other business processes and system priorities;- Analyses IT requirements within companies and giving independent and objective advice on the use of IT;- Evaluating, recommending, and implementing new business processes and technology that enable and drive client performance;- Perform assessments of existing client network infrastructures and document "as-is" environments;- Work with clients to develop high-level network strategies;- Plan, organize, and manage network design and or implementation projects;- Organize project work into client presentations outlining findings and recommendations;- Participate in internal and client-facing meetings, prepare reports and presentations. Show less

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  Navy Information Operations Command (NIOC) GA-Detroit, US Navy Reserves

  Jan 2019 - now

  Cryptologic Technician (Networking), Petty Officer First Class

  CNO Mission Operator and Analyst: Analyzes collected data from centralized environment for intelligence of interest and report findings and analysis to senior authority for further processing.

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  Fresenius Medical Care North America

  May 2019 - Jun 2020

  Field Systems Support

  - Solved user inquiries regarding computer software or hardware operation to resolve problems;- Installed software and performed hardware testing on-site;- Maintained records of daily data communication transactions, problems and remedial actions taken, and installation activities;- Read technical manuals, conferred with users, and conducted computer diagnostics to investigate and resolve problems and provided technical assistance and support;- Assisted in the software and hardware life cycle management processes including research, packaging, quality assurance, and deployment preparation;- Set up new users, including desktop configuration, email accounts, LDAP and VPN accounts;- Supported employees locally with desktop issues, account issues, and access to various internal services;- Troubleshot software issues on employees desktops/laptops. Show less

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  Texas Pressure Washing

  Jan 2020 - Nov 2021

  Chief Operating Officer

  Texas Pressure Washing is a veteran owned company. We firmly believe in helping you protect and maximize the property you have worked so hard for. We are committed to helping you maintain your home and business, by ensuring you have exteriors that look new and exceptionally well maintained. We pride ourselves on our professionalism, attention to detail, and our reputation for exceptional service.Texas Pressure Washing offers professional power washing services and exterior cleaning throughout the Greater Texas Area. We use modern, environmentally-friendly cleaning techniques (including soft wash). Our staff have years of industry experience and utilize efficient professional pressure washing equipment to provide you with exceptional service and value for the money.Power pressure washing, Soft washing or Hot water pressure washing. You can be assured that the proper method will be used to achieve the best results. Show less

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  U.S. Navy Reserve

  Jun 2020 - Jul 2021

  Intel J2 Department Head

  - Deployed for classified work, mobilized for overseas duty to multiple locations.- As department head, led 2 Sailors responsible for $12M of collections equipment used to conduct threat assessments, OSINT research, and tracking contacts during transit through high threat AOR's. Led his team through vital door/alarm upgrades needed to pass an essential SSO Navy re-accreditation for classified spaces ensuring the forward platform could redeploy and support the warfighter.- Major Project: Sensitive Compartmented Information Facility (SCIF) Accreditation; as Department Head, spearheaded a critical SCIF accreditation project requiring a 21-page, 500+ line-item mandatory checklist. Show less

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  Helix Systems

  Dec 2021 - Jul 2022

  IT Service Desk Manager

  - Took ownership of running a 24/7 helpdesk team of 12 people in different time zones;- Addressed staffing and coverage issues;- Managed and coordinated urgent and complicated support issues and acted as an escalation point for all requests and incidents;- Developed and implemented improved processes for the helpdesk team, including team goals and KPIs;- Oversaw administration and monitoring of all tickets and calls to ensure all requests were documented and resolved accurately and efficiently;- Improved phone/ticket escalation processes to ensure proper escalation and information within the organization;- Maintained and updated our knowledge base and documentation;- Conducted service management meetings with management to ensure we are meeting our SLAs;- Developed management reports as requested relative to call handling, training provided, staff performance, resource utilization, etc.;- Addressed and documented personnel issues related to performance, formal evaluations, and staffing;- Effectively addressed urgent user and system problems escalated to management with efficiency and tact;- Drafted and sent company-wide emails regarding system outages and announcements;- Identified and recommended processes and training to improve support experience and efficiency;- Provided data and reporting of KPI' s and trends to management;- Performed ticketing deep dive to identify trends and strategize for improvement;- Reviewed and acknowledged survey feedback to improve services, tools and support experience;- Developed an effective and workable framework for managing and improving customer IT support, advising management on situations that may require additional client support or escalation;- Developed and demonstrated an understanding of customer and business needs;- Oversaw the development, implementation, and administration of help desk staff training procedures and policies. Show less

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  De Jong DUKE

  Nov 2022 - now

  IT Project Manager

  Works independently in the U.S. office for day-to-day activities and in combination with the IT team from the parent company for infrastructure set-up and changes as well as other projects. Sets up, implements, organizes, and manages company servers, networks, workstations, phone, internet, and the ERP database. Responsible for tracking and maintaining all computer equipment, setting up network mapping, managing network security risks, and being proactive in managing server, network, and computer updates. The sole member of the IT department that works directly with department heads to make sure all equipment is running smoothly and effectively with reduced down-time and all IT needs are met. Works on projects that smoothen business processes and gain efficiency and control.• Diagnoses, troubleshoots, and fixes any IT related issues in combination with central IT department or external providers• Sets up, implements, manages, and maintains the IT infrastructure and all functions and equipment• Maps out all servers, drives, work stations, and all equipment• Creates safeguards against network risks• Sets up and manages all new work stations• Manages and maintains ERP database and implementation of projects and system changes• Plans improvements through project implementation in tandem with department managers• Proposes and supports other departments in optimizing and streamlining processes• Communicates effectively and in a timely manner on any progress, updates, or issues• Strongly supports achieving long-term planning and goals of the company Show less