1. BRANDEIS H. GOHEEN
2233 Fernleaf Lane, Columbus, OH 43235 - 614-507-8998 - bhg2750@gmail.com
OBJECTIVE
IT Services Management
Service-driven IT professional with 15 years of experience in system maintenance, technical troubleshooting,
incident management, supervising, team building and project management. Reputation for creative problem
solving and effectiveness in resource management.
EXPERIENCE
• Organized and detail-oriented Project Manager: Able to work under tight deadline pressure and
consistently meet deadlines and quality goals. Accustomed to managing multiple projects and
priorities in fast-paced, high-performance environments.
• 15 years experience in software and hardware installations, configurations, training, trouble-
shooting and maintenance, onsite and remotely.
• Dedicated Team Leader: Six years’ experience in building motivated teams and supervising
engineering and support staff in complex business and technical environments. Solid experience
in coaching, staff training, goal setting, and performance evaluation.
CERTIFICATIONS and TRAINING
• VMware –Secure CRT-RRT Manager-CMDB-Teradata SQL Assistant-Mainframe-FISERV-HP Service
Manager-RDC-Right Fax-OnBase-ServiceNow-Change Management- Incident Management –
Maestro Jobs - Autosys
• MCP-MCTS SQL Server
• ITIL Foundations
• Networking Fundamentals
• Unix Troubleshooting and Scripting – Korn shell
• Captaris Right Fax training
EDUCATION
• Attended OSU – Political Science – Degree in progress.
WORK EXPERIENCE
Discover Financial Services – New Albany, OH
Command Center First Level Support/Incident Management Change Coordinator March 2015 –
Current
 Work with Change Management and Sponsor’s to manage change coordination for
Command Center
 Release Manager for Command Center owned Change Tasks
 Back up to Command Center Incident Management to manage major outages
 Operations assistant writing Standard Operating Procedures on all new Command
Center processes and updating changes to existing.
 Writing training documentation for new processes, procedures and functions
Discover Financial Services – New Albany, OH
Command Center First Level Support/Incident Management Team Lead –March 2013 – March
2015
 Supervising and engineering support staff in complex technical environments.
 Coaching, training, hiring, goal setting and performance evaluations of staff.
 Writing of Mid-Year and Year End reviews for support staff.
 Managing support monitoring production environments.
 Managing major outages
 On-call supervisor escalation

2. Discover Financial Services – New Albany, OH
Global Service Desk/Command Center/Incident Management – September 2009 – March 2013
 Customer support providing ticket creation, escalation and closure
 Gathering detailed information on incidents, outages, escalations and closures
 Assisting on Incident Management calls
 Training new GSD employees
Northwoods Consulting Partners – Dublin, OH
Technical Specialist – October 2006 – May 2009
 Performed weekly server checks and SQL jobs
 Right Fax administrator
 Project Manager for hardware installation, add-on projects and upgrades
 Responsible for installations, configuration and training on equipment and software
JP Morgan Chase – Columbus, OH
IT Tech/Support July 2003 –August 2006
 Call Center for software and hardware support
 Remote Desktop Control
Dell Computer Corporation – Round Rock, TX
Asset Recovery – November 2001 – March 2003
 Asset recovery on exchanged equipment for government and large corporate clients