Summary
Overview
Work History
Education
Skills
Accomplishments
Work Availability
Quote
Timeline
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Brandon Belcher

Raleigh,NC

Summary

Qualified Advanced Technical Support Specialist with 10+ years of helpdesk and customer service experience. Provides comprehensive Tech support. Adept at engaging customers by identifying issues and streamlining steps to effectively resolve technical issues. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

14
14
years of professional experience
2
2
years of post-secondary education

Work History

Tech Support Tier 2

Apple
01.2020 - Current
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Trained users on how to operate components and systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
  • Researched and identified solutions to technical problems.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Inbound Sales Representative

Lenovo
07.2020 - 03.2021
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Documented details of calls and customer interactions.
  • Trained and mentored new sales representatives.
  • Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
  • Developed and implemented sales strategies to increase profits.
  • Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
  • Managed over 60 calls per day

Inbound Sales Representative

Charter Communications Inc
12.2017 - 04.2020
  • Developed and maintained working knowledge of products and services to deliver timely, accurate information.
  • Increased overall sales by 220% through streamlining sales procedures and maintaining long-term relationships with clients.
  • Worked with multiple means of communication within fast-paced environment.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Technical Support- Tier 2

Kodak Alaris, Inc.
11.2013 - 04.2016
  • Provided knowledgeable assistance with customer inquiries regarding, local system set-up, local network issues, or compliance with data and interoperability standards, as well as applying analytic solutions to Office 365 related issues that have established resolution methods.
  • Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
  • Updated software versions with patches and new installations to close security loopholes and protect users.
  • Used ticketing systems to manage and process support actions and requests.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.

Help Desk Support

CCI/Seterus
03.2010 - 12.2013
  • Delivered on-site technical support following software implementation and worked with managers to suggest product upgrades and changes when applicable.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.

Education

High School Diploma -

Hillside High School
Durham, NC
06.2007

Associate of Science - Computer Programming

ITT Technical Institute - Raleigh NC
Raleigh, NC
08.2007 - 12.2009

Skills

  • Problem-resolution oriented
  • Report creation/generation
  • Cross-functional collaboration
  • Organizational leadership
  • Adaptive team player
  • Senior leadership support
  • Microsoft Office expertise: word, excel, outlook, power-point, etc
  • Data evaluation
  • Quality control procedures
  • Program Installations
  • Employee Computer Support
  • Computer System Diagnostics Software
  • Application Support
  • Issue Resolution
  • B2B Sales
  • Training and Development
  • Upselling Techniques
  • Profit and Revenue-Generating Strategies
  • Goals and Performance
  • Persuasive Negotiations

Accomplishments

  • Supervised team of 12 staff members.
  • Ranked #1 Top Sales Rep in U.S Eastern region for 3 years.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

" Your current situation doesn't determine where you can go... It merely determines where you start!"
B.Belcher

Timeline

Inbound Sales Representative

Lenovo
07.2020 - 03.2021

Tech Support Tier 2

Apple
01.2020 - Current

Inbound Sales Representative

Charter Communications Inc
12.2017 - 04.2020

Technical Support- Tier 2

Kodak Alaris, Inc.
11.2013 - 04.2016

Help Desk Support

CCI/Seterus
03.2010 - 12.2013

Associate of Science - Computer Programming

ITT Technical Institute - Raleigh NC
08.2007 - 12.2009

High School Diploma -

Hillside High School

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