Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Brady R. McCune

Aledo,Texas

Summary

Personable and technically proficient individual with solid understanding of IT systems and troubleshooting methodologies. Well-versed in hardware and software diagnostics, alongside network configuration and maintenance. Aiming to contribute to seamless IT operations and user satisfaction through effective problem-solving and support.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Advanced Support Engineer

RingCentral
05.2024 - Current
  • Provides Enterprise level technical support to all Enterprise customers
  • Understands how to gather packet captures and application logs
  • Basic network monitoring
  • Diagnoses and troubleshoots all RingCentral Unified Communications (UC) issues and assists customers to maintain a stable integrated UC platform
  • Applies expert knowledge of RingCentral services and cloud based communication platforms
  • Monitor and optimize voice quality through effective implementation of Quality of Service (QoS) techniques and troubleshooting network issues
  • Collaborate with vendors and service providers to evaluate products, negotiate contracts, and resolve issues related to VoIP services and equipment

Network Infrastructure Technician

Acara Solutions - Lockheed Martin
02.2024 - 05.2024
  • Assist with network design
  • Support other network personnel as required with the installation/modification of network infrastructure and components
  • Basic network monitoring
  • Set up and ensure operability of systems and hardware components prior to field deployment
  • Analyzes failed equipment, performs standard repairs, and tests of components or equipment
  • Analyze existing networks and then designs and create customized networks and computer systems to meet business needs and ensure smooth, proper running

Tier 1 Technical Support Supervisor

Nextlink Internet
10.2022 - 09.2023
  • Lead a team of 20+ agents
  • Provide feedback for agent performance
  • Provide support to other members of Leadership
  • Document Network Support or trending issues
  • Coaching and development
  • Working Tier 2 level escalations in events of emergency
  • Coaching agents through difficult calls, providing them with the most efficient solution to help diffuse upset customers
  • Identify coaching points of specific agents and document their progress
  • Communicating between departments to provide a resolution that is positively impacting the customer
  • Tracking and maintaining the well-being and mental health of all agents and employees in the company

Tier 1 Technical Support Team Lead

Nextlink Internet
05.2022 - 10.2022
  • Work Escalated Tickets from all of Tier 1 to determine if escalation to Tier 2 is needed
  • Assist agents with difficult calls, questions, or situations they encounter
  • Ensure the agents provide top of the line customer service to ensure a positive customer experience
  • Handle Escalated/ Upset Customers if they request to speak with management

Tier 2 Technical Support Agent

Nextlink Internet
12.2021 - 05.2022
  • Configure Local Area Network (LAN) or Wide Area Network (WAN)
  • Provide Commercial level technical support to all Tier 2 customers
  • Diagnose and perform Emergency Network Maintenance on towers
  • Troubleshoot network or connection problems for users or user groups
  • Answer any questions to assist field technicians on installations or maintenance to equipment

Technical Chat/Online Support Agent

Nextlink Internet
07.2021 - 12.2021
  • Provide Support to customers who submitted cases via chat, website ticket submission, or email
  • Diagnose network issues and document network support activities
  • Provide professional communication via chat, email, or phone call to resolve an issue as quickly as possible
  • Working lower-impacting Tier 2 issues

Tier 1 Technical Support Agent

Nextlink Internet
02.2021 - 07.2021
  • Identify causes of Networking problems, using diagnostic testing software and equipment
  • Provide outstanding troubleshooting and diagnoses while ensuring an overall positive customer experience
  • Configure Wide Area Network (WAN) or Local Area Network (LAN) routers or related equipment

Education

Associate of Applied Science - Cybersecurity

Weatherford College
Weatherford

High School Diploma -

Weatherford High School
Weatherford, TX
05.2019

Skills

  • Customer Support
  • Routers
  • Hardware and software installation
  • Troubleshooting
  • Communication
  • Interpersonal skills
  • Switch Operation
  • Remote Support

Certification

  • Google IT Support Specialization - Google - October 2024

References

  • Cody Hallam, RingCentral, Advanced Support Engineer, Tier 2, Fort Worth, TX, 407-687-6939, codyahallam@gmail.com
  • Trenton Quarles, Nextlink Internet, Technical Support Team Lead - Tier 1, Hudson Oaks, TX, 817-374-5094, Linktq@gmail.com
  • Taylor Hagins, Nextlink Internet, Tier 2 Technical Support Agent, Hudson Oaks, TX, 682-532-6985, thaginslink@gmail.com
  • Brayden Brown, RingCentral, Advanced Support Engineer, Tier 2, Fort Worth, TX, 817-991-9172, spraydenbrown@gmail.com

Timeline

Advanced Support Engineer

RingCentral
05.2024 - Current

Network Infrastructure Technician

Acara Solutions - Lockheed Martin
02.2024 - 05.2024

Tier 1 Technical Support Supervisor

Nextlink Internet
10.2022 - 09.2023

Tier 1 Technical Support Team Lead

Nextlink Internet
05.2022 - 10.2022

Tier 2 Technical Support Agent

Nextlink Internet
12.2021 - 05.2022

Technical Chat/Online Support Agent

Nextlink Internet
07.2021 - 12.2021

Tier 1 Technical Support Agent

Nextlink Internet
02.2021 - 07.2021

High School Diploma -

Weatherford High School

Associate of Applied Science - Cybersecurity

Weatherford College

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Brady R. McCune