Brandy Lee Fay has extensive experience in IT support including systems administration, operations, and customer support. She has over 20 years of experience in roles such as systems administrator, help desk support, database administrator, and project implementation. Her skills include Windows server administration, SQL, Active Directory, and troubleshooting hardware and software issues.

1. BRANDY LEE FAY
3032 Courtney Creek Blvd fairyfay@ymail.com
Durham, NC 27713 Phone: (336) 269-2036
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Professional Profile
Extensive experience in IT Support, with Systems Administration and Operations facilitating internal
/external customer support. Innovative, yet methodical; adept at troubleshooting. In depth experience with
all aspects of administration, daily maintenance, server room technologies, and configuration of Windows
Server Operating Systems. I excel at inspiring and motivating whatever team I am on, and use the tools
available to draft reports to substantiate our efforts as a team. Customers save my contact information
because they know I will resolve whatever they are facing, and follow up to ensure they received the help
they needed.
Skills
• Public Trust Clearance - HSPD-12 Suitability
• Systems Administrator
• Operating systems: Windows 3.1, 95, 98, XP, Vista, Window 7, and OS/2 Warp.
• Microsoft Office 2003, 2007, & 2010 applications: Excel, Word, & Outlook. Netscape
Communicator & Lotus E-mail.
• Ability to write and perform SQL Queries
• On-call duties for Network and Operations.
• ITIL Training.
• Dell Certified Professional
• Extensive experience working with Active Directory as an Administrator.
• Peripheral/hardware troubleshooting.
• Remote Access Tools: TeamViewer, Join.Me, Remote Desktop, PCAnywhere, VNC, LANDesk,
& multiple web based.
• TOOLS: Citrix/VDI, VPN, Active Directory, Browser Trouble Shooting, Java, Adobe, Sophos,
Visio, File Systems, Safari, all MS Office Products through MS Office 2010, Working Knowledge
of Printservers, multiple ticketing systems like RemedyServiceNow over the years, and iPhone
support.
• DASD – Optical Storage Devices, DLT/LTO tape library, backup creation/storage/testing.
Employment History
Koniag Inc. - RTP, NC (At Social Security Administration) 2014 – Present
Master Scheduling Coordinator 11/2015-Present
• Monitor batch production scheduling environments and process batch production job requests via
multi-distributed platforms
• Conduct periodic test runs and implement operational procedures
• Edit and prepare JCL and process jobs for one or more computer systems
• Establish job streams for special-request production jobs based on user requirements
• Review production performance data and monitor job stream performance
• Direct workload assignments to the specified computer system, coordinate the appropriate staff,
and verify that workloads are completed
• Monitor and operate computer hardware and peripheral equipment; process and maintain software
release system production requests
• Monitor batch backup and disaster recovery processes
• Maintain electronic production requests and forward requests to the appropriate branch staff;
maintain a log of requests

2. • Assist in analyzing trouble situations, provide technical support to user(s), and perform restart and
recovery routines, as necessary
• Investigate and take corrective action for operational problems
• Establish, update, and close problem management records in the trouble ticket reporting system to
document problems encountered; communicate production issues to the task manager and shift
leader (email).
National Call Center / Project Implementation 10/2014-11/2015
• Desktop support: Windows 7, Active Directory, and Outlook.
• Provide detailed interaction/incident documentation of reported problems, utilizing the Change,
Asset and Problem Reporting System
• Document and provides problem analysis and resolution on a wide variety of hardware, software,
video, mainframe and network problems.
• Dispatch vendor hardware maintenance requests, following priority levels as defined
• As Customer Service Representative, utilize operational communications systems within the
Service Center, to adequately communicate real-time events to management and customers as
required.
• Met Performance Measurements targets
• Provide technical assistance in support of problem analysis and resolution, beyond the initial tier
one call.
• Provide day-to-day problem consultation in support of the Project Implementation, Initial Call
Intake and Customer Support functions.
• Support the deployment agency initiatives, which include desktop/operating system upgrades,
workstation, server, laptop and printer refreshments.
• Troubleshoot and document problem tickets related to these stated agency initiatives and others
that may be assigned.
• Provide support for the Government-to-Government (GSO) activity of interaction/incident intake
from emails and phone calls. The GSO suite of applications enables government organizations and
authorized individuals to conduct business with and submit confidential information to the Social
Security Administration.
• Provide implementation customers, support related to any implementation activities or agency
• initiatives including but not limited to: Periodic Workstation Replacement, Periodic Notebook
Refreshment, Periodic Printer Refreshment , Server Replacement, Desktop/Operating System
Upgrades, Server Operating System Upgrades
NC Department of Health & Human Services 2014-2014
Windows Migration Project 05/2014-07/2014
• Install Desktop(s)/Laptop(s)/Workstation(s) (computing device) equipment as directed by Project
Manager.
• Load image and create/manage/change configurations of client profiles on computing device using
Windows Operating Systems (ie Windows 7). Add client devices to a domain and resolve issues
that may occur because of changes to the clients' computing environment under this contract.
• Manage multiple client (Active Directory) profiles on a single computing device.
• Protect user data and user profiles so as to ensure that any action taken will not prevent the user
from completing their tasks/assignments/using the computing device.
• Install, configure and support Microsoft Office on a PC.
• Install, configure and support Microsoft Outlook on a PC
• Install, configure and support McAfee Suite and/or Symantec Anti-Virus software on a PC
HCL America 2012-2014
Tier 2 Remote Desktop Support 11/2013-02/2014
• Make calls to customers to resolve issues that Tier 1 is unable to resolve.
• Admin level access. Access to install paths.
• Remote desktop capabilities. Trouble shooting VPN related issues.

3. • Work tickets as assigned by queue managers.
• Make follow up calls to ensure customer satisfaction.
• Virus scans using CCleaner, rkill, Junkware Removal Tool, MalwareBytes Anti Root Kit,
MalwareBytes Anti Malware, Superantispyware, and WinDirStatPortable.
Tier 1 Service Desk 11/2012-11/2013
• Answer calls and probe for information about the issue.
• Remote into workstations and complete first line trouble shooting within a 15 minute window.
• Confirm Active Directory settings.
• Import VPN profiles.
• Experienced with trouble shooting MACs and PCs.
• Log calls in Service Now ticketing system, and escalate issues as needed.
• Follow up on tickets I opened or assisted with daily.
• Identify widespread issues, and perform call backs following system outages.
• Rout tickets correctly to ensure prompt resolution.
• Contribute to the knowledge base in Service Now to share details on fixes.
• Monitor the Service Desk queue and pick up tickets as they come in.
Paragon Commercial Bank 2009-2012
Information Technology Program Analyst 07/2009-10/2012
•New User Creation /Training
•Phone / Voicemail System operation and Maintenance
•Positive Support Service Experience / Immediate First Line Helpdesk Response 30-35 Hours Logged
in Support Desk Weekly
•Workstation setup.
•Tested all applications to ensure successful VPN connection. Completed tutorial with each employee
using instructions I drafted to assist them with signing on from other locations.
•New Network Application Installation and Testing
•Network and Workstation Operating System Upgrades
•Compliance Responsibilities include Information Security related to User Configuration
•Windows Desktop and Application support and Server Administration
•In charge of monthly/weekly/nightly backups and restores including offsite rotation.
•Live Disaster Recovery Event 08/23/2012 – Took 2 hours to get staff up and running at the Disaster
Recovery Site.
Coastal Federal Credit Union 1997 - 2008
Senior Systems Operations Specialist 01/2003-10/2008
•SQL DBA in depth experience in maintenance, security access, ODBC connections, monitoring table
sizes, re-indexing tables, purging data, shrinking databases, writing queries, backups, Disaster
Recovery, etc.
•Administrator experience with Windows Server Operating Systems
•Team lead during migration of Windows 2000 to Windows XP / 2000 to Windows 2003 Domain
•Relocated the entire Network Operating Center in under 4 hours
•Maintained VPN profiles from Raleigh and Charlotte. Monitored network performance 24X7.
•Internal second line technical support assistance
•Interviewed, selected, and trained new hires
•In charge of monthly/weekly/nightly backups and restores including offsite rotation.
Systems Operations Specialist 07/2001-01/2003
•IT help desk troubleshooting support using remote access controls when needed.
•Used VPN to monitor the network from home to ensure systems were available 24X7.
•Logged all user requests and responded via in house ticketing system.
•Performed monitored all daily and nightly processing jobs.
•Prepared rotating schedules, and on-call rotation.
•Monitored performance and availability to prevent outages.
•Identified issues to developer and assisted with resolutions.
•Collected statistical data and prepared reports on IT operational activities.

4. •OS backup, disaster recovery, testing processes after system failures and natural disasters.
•Converted system from Flagship Mainframe OS to the CUBE Windows operating system.
•Familiar with Diebold iConnect and Efunds COOP.
•In charge of monthly/weekly/nightly backups and restores including offsite rotation.
ATM Specialist 01/1997-07/2001
Education
Global Knowledge 9/2008
SQL Server 2005 Administration, Microsoft Gold Certified Class
•Installing and configuring SQL Server 2005
•Managing databases and files
•Disaster Recovery
•Managing Security and Monitoring SQL Server
•Automating Administrative Tasks
•Implementing Replication
•Maintaining High Availability
Comptia 2/2006
Microsoft A+ Certified Professional
NC State University 4/2004
SQL Level 1 Certification
Alamance Community College 8/1996
Adult High School Diploma
Job Related Training
• Excellent Technical Writer - Thorough knowledge of the principles and techniques of computer
applications and documentation.
• Established the SLAs for Operations and the Helpdesk
• Thorough understanding of banking operations.
• Ability to understand Federal Regulations (FFIEC and GLBA).
• Experience with browser support, Remedy, and resolving website issues.
• Excellent written and verbal communications skills.
• Superior listening skills and ability to draw this issue out with proper questions.
• Understanding of the dynamic nature of individuals as they act and react within the workplace.
• Team-oriented and willing to take initiative when necessary.