Summary
Overview
Work History
Education
Skills
Timeline
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Bradley Mills

Raleigh,NC

Summary

Results-oriented Helpdesk Support Engineer with superior problem-solving and critical thinking skills, as well as meticulous attention to detail and methodical nature. Skilled in tackling problems in unique ways to develop innovative solutions. Consistently recognized by superiors and peers for knowledge and expertise.

Overview

16
16
years of professional experience

Work History

Support Engineer

SecureNA
01.2018 - Current
  • Working with 30+ companies with various SOPs for managing their end users
  • Worked with Cisco and Sonicwall firewalls to configure and deploy as well as maintaining user access and application access
  • Set up Unifi and Cisco switches and access points
  • Setup and verified backups using Hyper-V, Datto, and Shadowprotect
  • Conducted setups and deployment of servers, desktops, laptops, and firewalls
  • Managed tickets through Connectwise Manage
  • Remotely supported users through LogMeIn and Connectwise Automate
  • Monitored and responded to malware threats using various tools including Sophos and SentinelOne
  • Office 365 support and user administration
  • Monitored and responded to server outages including on-site work as needed
  • Managed communications between vendors and clients to resolve issues while maintaining maximum uptime
  • Worked with clients to schedule and manage transitions between email hosts.

Helpdesk Analyst

Odyssey Logistics
01.2012 - 01.2018
  • Conducted numerous full teardowns and rebuilds of desktops and laptops
  • Worked with users to solve issues with in-house software as well as 3rd-party software
  • Worked with office 365 support and administration
  • Experienced with Active Directory including creating and modifying users, creating and modifying groups, auditing user permissions, and access per company guidelines
  • Provided support to senior technicians in diagnosing networking hardware such as routers, switches, and wireless networks
  • Worked with SCCM including creation and deployment of images, software packages, and system updates
  • Provided reporting through SCCM as needed for auditing purposes
  • Managed remote users through Dameware
  • Supervised the deployment of monthly upgrades to core in-house systems including software updates, systems updates, and maintenance
  • Worked with vendors to develop workflows for document imaging and storage within our environment
  • Lead team in major projects involving multiple departments to develop and implement new work processes and policies
  • Ran backups to external prior to performing restore procedures to reduce user interruption
  • Supervised a team of two helpdesk personnel including training and assisting with elevated tasks.

PC Repair Technician

Freelance PC Repair
01.2011 - 01.2012
  • Worked for numerous vendors conducting onsite hardware and software repairs, installations, and upgrades
  • Conducted full teardown and rebuilds of desktops and laptops.

Inventory Marketing Coordinator

Bradshaw Automotive Group, Inc.
01.2009 - 01.2011
  • Managed vehicle inventory
  • Maintained company website to include updates for vehicle photos and descriptions using company SEO guidelines
  • Worked with team members to resolve issues with vehicles prior to vehicles being available sale to customers.

Computer Repair Technician

Aaron's Computers
01.2008 - 01.2009
  • Conducted full teardown and rebuilds of desktops and laptops
  • Performed virus removals and software cleanup and reconfiguration
  • Performed operating system installs and updates
  • Resolved PC issue resolution for home and business users both at the customer's location and in the company shop.

Education

High School Diploma -

James F. Byrnes High School
Duncan, SC

Gaston College
Dallas, NC

Skills

  • User Support
  • Hardware Troubleshooting
  • Troubleshooting Skills
  • Technical Support
  • Hardware and Software Installation
  • Desktop Support

Timeline

Support Engineer

SecureNA
01.2018 - Current

Helpdesk Analyst

Odyssey Logistics
01.2012 - 01.2018

PC Repair Technician

Freelance PC Repair
01.2011 - 01.2012

Inventory Marketing Coordinator

Bradshaw Automotive Group, Inc.
01.2009 - 01.2011

Computer Repair Technician

Aaron's Computers
01.2008 - 01.2009

High School Diploma -

James F. Byrnes High School

Gaston College

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Bradley Mills