Brainard Mantey

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Workstation Analyst

JD Finish Line

Aug 2023 - Sep 2025 (2 years 2 months)

Delivered IT support through remote desktop tools and endpoint management platforms for 250+ retail and corporate locations. Diagnosed and resolved incidents involving devices, applications, POS systems, access rights, and network connectivity. Maintained 99.8% uptime across enterprise systems through proactive monitoring and early issue detection. Documented troubleshooting steps, updated knowledge base entries, and contributed to automation improvements. Collaborated with escalation teams to manage ticket handoffs and maintain accuracy in ServiceNow. Partnered with vendors to support telecom and network infrastructure and improve asset lifecycle management.

Senior Workstation Analyst

Ball State University

Aug 2022 - Jul 2023 (1 year)

Installed, configured, and supported workstations across 15 departments with focus on stability and user experience. Supported VDI environments and remote learning platforms used by more than 10,000 students. Identified trends in recurring issues and improved documentation to reduce repeat tickets. Assisted with telecom upgrades and network improvements that increased connectivity performance. Acted as liaison between IT teams and non-technical users to improve communication and adoption of new tools.

O

Workstation & Network Analyst

Oswal Investments Ltd

Feb 2018 - Aug 2022 (4 years 7 months)

Provided day-to-day IT support across local and remote offices, resolving hardware, software, network, and telecom issues. Led workstation upgrades, endpoint optimization, and telecom improvements to increase productivity. Strengthened data security through updated encryption protocols and ensured compliance with audit requirements. Coordinated with vendors on device procurement, installation, and lifecycle planning. Created user documentation to reduce contact volume and improve self-service adoption.

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IT Project Associate

GCB Bank PLC

Sep 2016 - Dec 2017 (1 year 4 months)

Installed workstations and resolved issues involving Windows OS, Citrix, networking, and telecom systems. Supported system refresh projects that improved uptime and reduced recurring issues. Automated routine tasks to improve performance and reduce manual workload. Developed user guides and trained staff, reducing common troubleshooting tickets by 25%.

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