Brian Bertrand

 Brian Bertrand Support Specialist Jackson, CA--ㅡ Skills CLOUD SERVICES Microsoft 365 Google Admin Confluence OPERATING SYSTEM Windows 7/10/11 Android SERVER Active Directory Exchange Server RemoteApp SOFTWARE Microsoft Office Slack Teams Photoshop After Effects Premiere Audition Blender IT SOFTWARE LogMeIn RDP TeamViewer TICKETING ServiceNow Connectwise Autotask MISC EXPERIENCE Audio engineering LANGUAGE EXPERIENCE English, Japanese ㅡ Experience ATLAS / Help Desk Technician III / Intuit OCT 2023 - APR 2024, Tuscon, AZ Delivered outstanding technical support to live experts, ensuring swift resolution of inquiries and challenges. Engaged in collaborative efforts with multidisciplinary teams to facilitate effective communication and expedite issue resolution. Showcased exceptional diagnostic acumen, coupled with a comprehensive grasp of the product environment. Upheld exemplary professional conduct and empathetic client engagement throughout all interactions. OpenSystems / Production Support Technician / NEC / 7-Eleven JAN 2021 - OCT 2023, Irving, TX Delivered comprehensive server and hardware support for 7-Eleven Retail Information System (RIS) outlets. Facilitated premium support services during the transition of stores to the upgraded Retail Information System (RIS) 2.0 platform. Provided specialized RIS 2.0 technical assistance, encompassing NoSQL and MongoDB databases. Managed deployment of Android applications, ensuring seamless installation and updates on 7MD item scanners. Efficiently resolved service requests using the ServiceNow ticketing system. Established remote connections to point-of-sale terminals via the Intel Management Center. Executed advanced operational commands utilizing PowerShell for system management. Developed and implemented macros to enhance operational efficiency and automate routine tasks. Valligent Technologies / On-site IT Technician NOV 2019 - DEC 2020, Roseville, CA Executed the operating system transition from Windows 7 to Windows 10. Offered comprehensive technical support to both in-office and remote personnel. Cataloged all workstation equipment within the office premises for asset management. Reorganized the server room, implementing a clear labeling system for enhanced accessibility and order. Maintained a detailed inventory record of all electronic equipment acquisitions. Employed ZenDesktop for efficient ticketing and issue tracking. Established remote connections to workstations using Zoho Desktop for support and troubleshooting. The Rockridge Group / Deskside Technician / CyberCSI / Genentech NOV 2017 - DEC 2018, South San Francisco, CA Managed the operating system upgrade from Windows 7 to Windows 10, ensuring a smooth transition for 2,500 employees. Riverfy / Helpdesk Technician SEP 2015 - DEC 2016, Santa Clara, CA Coordinated full IT support for CPA clientele. Built 3 Cisco Meraki networks. Ordered PCs from vendors. Imaged all new PCs for users across the entire customer base. Assisted with creating multiple virtual machines and servers. Utilized Continuum for ticketing. Utilized LogMeIn for remote connections. Created knowledge base articles in Confluence Milestone Technologies / IMAC Technician OCT 2012 - FEB 2015, Fremont, CA Broke down workstations from origin and built them back up at destination. Moved full server racks to new destination. Maintained inventory on all parts with no discrepancies. ㅡ Education Calaveras Hills High School / HS Diploma 2002, Milpitas, CA San Jose City College / Certificate of Competency 2004, San Jose, CA Web Design Digital Art