Brandy Milloway
Atlanta,GA
Summary
As a young professional with 14 years of experience in customer service and 5 years of experience in technical support, with a focus on troubleshooting, hardware and software issues. I’ve worked with a variety of operating systems including Windows, MacOS, and Linux, as well as different types of hardware such as printers, scanners, monitors, and routers Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
IT Systems Specialist
State of Alabama Finance Department
06.2024 - Current
- Assist in maintenance, troubleshooting, and design of HRM and other human resources computer applications and systems
- Implement and maintain human resource information management systems
- Give technical guidance and direction to administrative, technical, and clerical state staff and contractors on the operation and maintenance of the human resources data systems
- Collaborate with State Agencies and contractors, Comptrollers, Help Desk, and other business units to identify and troubleshoot technical issues
Tier 2 IT Specialist
Innover Digital
- Troubleshoot and repair networking issues with use of Test Operations Systems, such as Loopcare to test POTS/ Voiceband services as well as HIS services
- Implement and support network solutions for small businesses
Tier 2 Mac+ Technical Specialist
Kelly Connect – Apple
07.2020 - 01.2023
- Probe and isolate issue to understand user problems, run through testing scripts and ask probing questions to locate root causes
- Advise customers and users on required maintenance practices for diverse software systems to support
Tier 2 iOS Technical Specialist
Kelly Connect – Apple
03.2021 - 09.2021
- Train clients how to use their Apple software and hardware
- Respond to tickets according to SLA and support customers having data connectivity issues, assist with troubleshooting steps and rebooting of hardware
Tier 1 Mac+ Technical Specialist
Kelly Connect – Apple
11.2020 - 03.2021
- Answering incoming calls to trouble shoot customers Apple Products daily
- Install software such as MS Office for Mac, Adobe Photoshop, HP Wireless Printer drivers, and more on Apple Technologies
- Train customers of various backgrounds and levels on how to use their personal/business Apple technology, which consist of products such as MacBooks, MacBook Pros, MacBook Airs, iMacs, iPads, and iPhones
- Performed of Installation, removal, and management of application on macOS platform
Tier 1 iOS Technical Specialist
Kelly Connect – Apple
07.2020 - 11.2020
- Ranked 1st on my team with highest scores in measured metrics and in the top 20% of all Tier 1 iOS advisors in the company within first 90 days
- Provided analysis and consulting support to customers to determine hardware, software or system requirements and apply the results of this analysis to the acquisition and deployment of a computing infrastructure that meets customer requirements
- Worked with customers to identify, troubleshoot, and resolve problems and issues of a moderate scope dealing with computers, software, operating systems, and peripherals
- Troubleshooting and Repairing Apple Products
- Completed solutions based on customers specific needs
- Train Apple Employees on how to perform repairs and technical appointments
- Assist and educate customers with Apple related issues
- Demonstrate exceptional, consistent and comprehensive knowledge of Apple technology and applications
- Deliver exceptional customer service while maintaining a high degree of professionalism
News Anchor Internship
C.R.E.E.P RADIO
01.2012 - 12.2012
- Interview sources, contacts and leads to gather information for research and for investigation
Account Specialist
Personaddity Communications
08.2011 - 12.2011
- Resolve problems by performing both routine and complex account updates
- Strengthen online presence to capitalize on emerging trends
Education
Bachelor of Science - Communications: Journalism and Emerging Media
Kennesaw state University
Kennesaw, ga07.2015
Skills
- Zendesk
- Core
- Ticketing systems
- Remote Screen sharing tools
- Windows Operating Systems
- Mac Operating Systems
- MS Office Suite
- ServiceNow
- HRIS
- Finance IT support
- Operating System debugging
- Hardware configuration
- Software upgrades
- Problem resolution
- Customer service
- Hardware diagnostics
- Customer support needs assessment
- Computer maintenance
- Technical Troubleshooting
- LAN/WAN
- Call center
- Help desk experience
- Application installations
- Service desk support
Certification
- CompTIA A+, Kennesaw State University, 03/01/25
- Apple Certified Support Professional, 04/01/24
Timeline
IT Systems Specialist
State of Alabama Finance Department
06.2024 - Current
Tier 2 iOS Technical Specialist
Kelly Connect – Apple
03.2021 - 09.2021
Tier 1 Mac+ Technical Specialist
Kelly Connect – Apple
11.2020 - 03.2021
Tier 2 Mac+ Technical Specialist
Kelly Connect – Apple
07.2020 - 01.2023
Tier 1 iOS Technical Specialist
Kelly Connect – Apple
07.2020 - 11.2020
News Anchor Internship
C.R.E.E.P RADIO
01.2012 - 12.2012
Account Specialist
Personaddity Communications
08.2011 - 12.2011
Bachelor of Science - Communications: Journalism and Emerging Media
Kennesaw state University
- CompTIA A+, Kennesaw State University, 03/01/25
- Apple Certified Support Professional, 04/01/24
Tier 2 IT Specialist
Innover Digital
Similar Profiles
Joel GunnJoel Gunn
Administrative Support Assistant 3 at Alabama Department Of FinanceAdministrative Support Assistant 3 at Alabama Department Of Finance
Jane WilsonJane Wilson
Program Supervisor at State of Alabama Department of Human ResourcesProgram Supervisor at State of Alabama Department of Human Resources
Toni HumphryesToni Humphryes
Program Specialist at Alabama State Department of Human ResourcesProgram Specialist at Alabama State Department of Human Resources