Summary
Overview
Work History
Education
Skills
Timeline
Generic

Branden Mortensen

Spanish Fork

Summary

Results-driven Technical Support Engineer with 15+ years of experience in enterprise systems administration, troubleshooting, and customer success. Proven ability to resolve complex technical issues, improve system performance, and deliver high-quality support to global clients. Skilled at working cross-functionally with engineering teams to identify product defects, implement fixes, and create knowledge base documentation that drives efficiency. Recognized for excellent communication, ownership of problems, and dedication to delivering world-class service.

Overview

20
20
years of professional experience

Work History

Senior Technical Support Engineer

Oracle Corporation
09.2014 - Current
  • Provided Tier 3 technical support for Oracle Enterprise Manager to enterprise clients worldwide, maintaining a 95%+ customer satisfaction rating.
  • Managed an average of 25–40 active service requests simultaneously, ensuring timely resolutions and minimal downtime for clients.
  • Led troubleshooting sessions via Webex and Zoom, identifying and resolving high-impact issues for global customers.
  • Developed and tested technical solutions in controlled lab environments, successfully replicating and resolving complex client-reported bugs.
  • Authored knowledge base articles to reduce recurring support tickets.
  • Act as an escalation point for complex support cases requiring deep investigation across logs, system configs, and infrastructure layers.
  • Collaborated with development teams to identify product defects and propose long-term fixes.
  • Consistently recognized by leadership and clients for responsiveness, patience, and ability to simplify highly technical topics for non-technical users.

System Administrator

Lockheed Martin
04.2006 - 09.2014
  • Managed daily server administration for enterprise infrastructure, supporting over 1,000 end users across multiple departments.
  • Oversaw Group Policy management, Active Directory administration, antivirus updates, SAN/NAS (NetApp) storage, and NFS protocols.
  • Led virtualization initiatives, migrating physical servers to VMware, resulting in reduction in hardware costs.
  • Administered enterprise storage systems, implementing secure backup strategies to ensure maximum uptime.
  • Participated in system upgrades, application deployments (SCCM), and security patch rollouts across the organization.
  • Supported classified and unclassified DoD networks, managing user access and workstation configurations.
  • Worked closely with cross-functional teams to ensure mission-critical systems remained stable and secure.

Education

Bachelor of Science - Computer Science

Colorado Technical University
Colorado Springs, CO
06.2007

Skills

  • Enterprise Monitoring (Oracle Enterprise Manager)
  • Technical Troubleshooting & Root Cause Analysis
  • Virtualization (VMware)
  • Systems Administration (Windows Server, Active Directory, Group Policy)
  • SAN/NAS Administration (NetApp, NFS)
  • Application Deployment (SCCM)
  • Remote Support (WebEx, Zoom)
  • Technical Documentation & Knowledge Base Creation
  • Networking & Security (Antivirus, File/Folder Permissions)
  • Customer Success & Issue Ownership
  • Course work in computer languages (Python and Java Script)

Timeline

Senior Technical Support Engineer

Oracle Corporation
09.2014 - Current

System Administrator

Lockheed Martin
04.2006 - 09.2014

Bachelor of Science - Computer Science

Colorado Technical University

Similar Profiles

CREATE PROFILE