SEAN C.

BRANDON, PMP
704.609.2510
scbrandon01@gmail.com

Charlotte, NC 28269
https://www.linkedin.com/in/seancbrandon

PROFESSIONAL SUMMARY

10+ years' experience in Information Systems and Information Technology.

Solid IT knowledge; strong understanding of software (application) impact on hardware and
mobile devices (tablets, iPhones, Android, iPad, desktop).
Adept at providing excellent customer service while troubleshooting end user issues.
Knowledge base and technical savvy includes hardware/software issues, provisioning, mobility
support, network and connectivity, hotspot connectivity, desktop support, antivirus, configuring
routers and modems.
Strong experience providing technical support to both external end-users as well as enterprise
level customers.
Expertise in migrations & deployments, application support & administration, project &
operations management, technical helpdesk support & security administration, relationship and
change management.
Effective communicator with customers, as well as technical and non-technical team members
Ability to evaluate new mobile devices to verify compatibility with in house applications.
Ability to troubleshoot one on one with C level executives.
Experience creating documentation for other helpdesk members to support device and creating
documentation for Apps for users.
Skilled at providing training to end users and other techs in using mobile devices.
Experience with deploying new devices (desktops, laptops, printers) to end users.
Always willing to work as a team to resolve any tech issues.
Understanding of provisioning, programming, management and support of iOS, Android,
Windows Mobile and Blackberry devices.
Good Communication and Presentation Skills.
Work experience in an enterprise setting with multiple users at various levels.
Good writing skills; Good organizational skills

TECHNICAL SKILLS
Avaya Communicator, Avaya One Android and iPhone
Blackberry, iPhone, Android, Tablet, iPad
Cisco Endpoint Security
Cisco IPCC/ICM
Get IT (Service Now) Incident and Problem Mgmt Application
WLAN
Windows 2000/XP/Vista/Windows 7/8
Windows Server 2003
MS Project, Excel, Visio, & SharePoint
Igrafx Flowcharter
Remedy Incident and Problem Mgmt Application
Help Desk 2000 Certified Help Desk Professional
Clarity Project and Portfolio Management System

PROFESSIONAL EXPERIENCE
Experis US Inc., Charlotte, NC
Under contract to TIAA-CREF/IT Service Delivery Utility Mobile Support
August 2014-Present
Mobility Business Analyst
Role and Responsibilities:
Assist with managing/coordinating BYOD Bring Your Own Device mobility project.
Gather business requirements by conducting detailed interviews (elicitation meetings) with
business users, stakeholders, Subject Matter Experts (SMEs) and other technical support teams.
Document support processes for the TIAA-CREF Mobility team, Service Desk and enterprise end
users.
Use technical knowledge to create end user and Mobile Support Team application solutions.
Administer the Mobility Support SharePoint site with Microsoft SharePoint Designer 2010.
Responsible for creating custom reporting surrounding the BYOD project.
Provide end user security administration using Good Mobile Control, Verizon Enterprise Center,
BlackBerry Enterprise Server and TIAA-CREF Wireless Inventory Tracking System
Serve as mobility subject matter expert for Avaya mobile telephony applications, Good for
Enterprise and other Good mobile productivity applications.
Frequently utilize my effective oral and written communication skills while working with all
levels of upper management, in addition to being a reliable resource to resolve issues and
provide solutions.
Proficient in testing mobile applications and devices.
Participate in TIAA-CREF End User Computing Change Management Meetings
Accomplishments
Played a significant role in the success of the BYOD Bring Your Own Device mobility project which
serviced more than half the company (over 4,500 employees) within 4 months. The projected cost
savings will be over $1.6 million annually.
Sprint Telecommunications, Inc., Charlotte, NC
June 2013-August 2014
Tier II Mobility Technical Support Specialist
Role and Responsibilities:
Was responsible for supporting Mobile Infrastructure and Applications (Blackberry, iOS and
Android).
Took support calls, provided face to face hands-on support to end users, customers, sales reps
and other call center personnel.
Provided basic and advanced troubleshooting of 3rd party applications.
Provisioned and setup new devices; activated and configured new mobile devices such as
iPhone, Android, Tablets and other wireless devices.
Supported Bluetooth iOS devices.
Ensured proper authorization channels are in place and are entered into tracking system.
Provided, restricted and changed customer access to various wireless related applications.
Use Device Network Analysis (DNA) tool to view/edit the status of certain network elements and
provisioning.
Testing new platforms to work on iOS devices (MAC, VPN, Air Print)
Brandon IT Support, LLC, Charlotte, NC
2010-2013
Owner, Operator/Technician
Role and Responsibilities:

Provided full service desktop support and troubleshooting

Provided application and mobility support and provisioning.
Removed viruses, installed antivirus software.
Configured routers and modems.
Made recommendations on hardware/software based on client size, budget and needs.

Wachovia Bank, Charlotte, NC

2001-2010
Business Systems Analyst
Internal Support Team (IST) Helpdesk (Vertical Application Support)
Role and Responsibilities:
Served as a liaison between WDA Line of Business (LOB) and IST.
Coordinated technical support for various corporate / WDA application enhancements, fixes and
new projects.
Participated in IST and WDA project user acceptance testing.
Gathered business requirements by conducting detailed interviews with business users,
stakeholders, Subject Matter Experts (SMEs) and other technical support teams.
Prepared project progress reports, status reports and submitted to management on a weekly
basis.
Used MS Visio to create flowcharts / workflow Diagrams, and utilized MS Project to create and
analyze various project plans.
Accomplishments
Created technical support documentation for IST analysts, including merger support which increased
first call resolution, decreased helpdesk average speed of answer and reduced helpdesk cost per call
Served as assistant lead project manager representing IST on Cisco Endpoint Security project to
dramatically increase network security at target sites which reduced bank exposure to security
breaches.
Prepared and managed helpdesk command center escalation processes resulting in efficient reporting
and resolution of potential conversion problems during the WDA World Savings/Golden West and First
Union/Wachovia mergers
First Union National Bank Charlotte, NC
1993-2001
Project Manager
Information Systems Operations Helpdesk & IST Planning and Technology Support - (1998-2001)
Role and Responsibilities:
Led projects from planning through deployment.
Developed project plans, schedules, and project estimates.
Coordinated across all functional managers to develop resource plans and map out critical
dependencies which had an impact on projects.
Monitored project performance and reported on progress to all stakeholders.
Assessed project issues and developed plans and mitigation strategies to meet project
milestones.
Managed the integration of internal teams, and tracked and reviewed action items,
dependencies, and risks.
Determined deliverables, schedules, budgets, and resources; responsible for accomplishing
objectives on time and budget.
Controlled project scope and changes.
Identified, managed and drove to resolution project issues.
Provided weekly/bi-weekly Project Status Reports with defined metrics.

Used Visio and Igrafx to document and present process flows.

Worked with Information Security to ensure compliance/governance processes followed.
Documented processes in Sharepoint for Project Release Mgmt meetings.
Ensured quality testing performed for relevant project initiatives.

Accomplishments
Successfully collaborated with senior management, functional managers, project managers and
business analysts to plan multiple business and technology initiatives
Designed helpdesk support processes for Campus Card project allowing students at various colleges
along the Atlantic coast to have a combined student id, bank Check Card and ATM card
Served as lead IST PM for Campus Card initiative from initiation to closing.
Managed relationships and ongoing support with Campus Card university personnel, vendors, and other
technology support groups
Information Technology Helpdesk Analyst
Information Systems Operations Helpdesk- (1995-1998)
Role and Responsibilities:
Analyzed, researched, escalated and resolved all technology related issues for various LOBs.
Provided application, desktop and network support for 4000+ consumer and commercial users.
Served as Business Resumption Process Coordinator.
Maintained FUNB revolving credit test accounts.
Provided after-hours support via pager.
Accomplishments
Researched, analyzed, and designed a new password change process for the LOB to reduce downtime,
increase call center service levels, reducing calls to the helpdesk which created significant cost savings
Balanced million dollar monetary inputs to the CPS revolving credit system under a tight timeframe to
ensure end customer payments posted according to established service level agreements
Customer Service Representative
Customer Relations Department- (1993-1995)
Role and Responsibilities:
Handled calls concerning consumer revolving credit and card products from end customers.
Aided teammates with the resolution of customer-reported application problems using First
Union mainframe systems.
Accomplishments
Resolved escalated customer calls and served as team consultant and team procedures specialist
Subject matter expert for deposit products and credit card processes and procedures
EDUCATION
B.A., Industrial Labor Relations - University of North Carolina - Chapel Hill, NC
Central Piedmont Community College - Charlotte, NC
Project Management and Business Analysis Comprehensive Certificate Program
Banking application knowledge: Retail, Credit Card, Consumer Lending, e-Commerce, Mortgage
CERTIFICATIONS
Project Management Institute Project Management Professional (PMP)
CompTIA Network + and CompTIA A+
PROFESSIONAL AFFILIATIONS
Project Management Institute (PMI)