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Brett Coffey

@brettcoffey

Message

I resolve enterprise desktop, hardware, identity, and network issues across multi-site environments.

United States

Message

I've supported enterprise end users at Boar's Head since 2016, resolving Tier 2 desktop, software, operating system, and hardware issues with a 98% first-contact resolution rate.

I manage ServiceNow and JIRA ticket queues, work within SLA guidelines, and partner with network, Tier 3, and security teams to resolve VPN, networking, and application-access issues. I also use Python and T-SQL scripts to streamline monitoring, diagnostics, and inventory workflows.

Across Boar's Head and Draper Inc., I've handled PC refreshes, device provisioning, Active Directory administration, asset lifecycles, workstation deployments, and local network troubleshooting.

Experience

Work history, roles, and key accomplishments

Current

Technical Support & Desktop Specialist

Current

Boar's Head

Feb 2016 - Present (10 years 7 months)

Provided Tier 2 hands-on and remote desktop support, resolving 98% of end-user issues on first contact. Managed ticket queues using ServiceNow and JIRA, and collaborated with network and security teams to resolve complex issues.

ServiceNow Jira T SQL Python Active Directory VPN Networking Hardware Break Fix OS Deployment Inventory Management

Field & Desktop Support Specialist

Draper Inc.

May 2020 - Jan 2021 (8 months)

Executed hardware break-fix, PC refresh projects, and device provisioning for remote and on-premise users. Administered Active Directory accounts and diagnosed LAN, VPN, and TCP/IP connectivity issues.

Active Directory LAN VPN TCP IP Hardware Break Fix PC Refresh Device Provisioning Inventory Management