Hi, I'm Brennan Sorrell —
IT Service Desk Analyst
Computer Information Systems graduate (Cybersecurity track) based in Louisville, KY. I deliver first-line technical support across hardware, software, accounts, and networking — backed by a security-minded foundation and a drive to keep growing in IT.
About
I'm an IT professional based in Louisville, Kentucky, with a B.S.B.A in Computer Information Systems and a track in Cybersecurity from the University of Louisville. I currently work as a Tier 1 IT Service Desk Analyst at Manna, Inc., where I'm the first point of contact for end-user support across the organization — troubleshooting hardware and software, provisioning and securing accounts in Active Directory and Microsoft 365, and tracking issues to resolution in SysAid.
Before moving into IT, I advanced quickly at UPS, where I was promoted to lead an aircraft records team responsible for FAA/EASA regulatory compliance — work that sharpened my attention to detail and my ability to keep critical systems accurate. That mix of discipline and technical curiosity is what drives me. I'm currently pursuing my CompTIA Network+ certification and continuing to build toward a long-term career in information technology and security.
Experience
IT Service Desk Analyst, Tier 1
Manna, Inc. — Louisville, KYFirst point of contact for end-user IT support across the organization, resolving hardware, software, account, and connectivity issues by phone, email, and chat.
- Provision and manage user accounts, password resets, and access permissions in Active Directory and Microsoft 365.
- Troubleshoot, image, and set up laptops, printers, and peripherals, providing remote support via remote-desktop tools.
- Document, prioritize, and track incidents in SysAid, escalating complex issues to Tier 2/3 while keeping users informed.
- Support network connectivity and VPN issues with a security-minded approach.
Aircraft Records Lead Administrative Associate
United Parcel Service — Louisville, KYLed a team managing aircraft maintenance records in compliance with FAA/EASA standards, overseeing auditing processes for record accuracy across systems.
- Served as the point of contact between engineering, vendors, and maintenance to resolve documentation discrepancies and streamline workflow.
- Trained and mentored new associates on systems, procedures, and compliance standards.
Aircraft Records Administrative Associate II
United Parcel Service — Louisville, KYMaintained comprehensive aircraft maintenance records ensuring FAA/EASA regulatory compliance, supporting safe and efficient operations.
- Conducted regular audits to identify and resolve discrepancies, protecting data integrity.
- Tracked and updated data for inspections, repairs, modifications, and component replacements.
Dangerous Goods Processor
United Parcel Service — Louisville, KYVerified shipments were safe to ship and flagged unsafe shipments to other centers, building internal Excel tools to improve processing efficiency.
Education & Certifications
B.S.B.A in Computer Information Systems
Relevant coursework: Information Security, Network Security, Computer Forensics, Database Design, Software Development, Systems Analysis & Design, and Project Management.
CompTIA Network+
Currently pursuing the CompTIA Network+ certification to deepen my networking and infrastructure expertise.
Studying nowSkills
▹ Support & Service Desk
▹ Systems & Security
▹ Technical & Other
Let's get in touch
I'm always open to connecting about IT, cybersecurity, and new opportunities. The fastest way to reach me is by email or LinkedIn.