Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Hi, I’m

Brandi Taylor

Charlotte,NC
Brandi Taylor

Summary

Astute Customer Support and Natural Problem Solver Specialist with a strong track record of delivering empathetic, timely, and effective customer support across healthcare, technical, and corporate environments. Adept in troubleshooting complex technical systems including Citrix, Salesforce, Workday, Prelude, Active Directory, and network environments. Renowned for building rapport with diverse clients and peers while resolving issues efficiently and with care. Skilled at managing high-volume call-center inquiries in remote, hybrid, and on-site settings.


Overview

20
years of professional experience
3
Certification

Work History

Poolcorp

Helpdesk Analyst
06.2025 - Current

Job overview

  • - Provide remote Tier 1 & 2 support for internal users across North America, assisting with Citrix, network access, Workday, and Active Directory issues.
  • - Troubleshoot application issues with Salesforce, Prelude, and enterprise software, escalating tickets appropriately.
  • - Deliver support with empathy and professionalism, enhancing user satisfaction and maintaining high resolution rates.
  • - Utilize ServiceNow for incident management, maintaining clear and concise documentation.

Insight Global

Helpdesk Analyst (Contractor)
03.2023 - 06.2025

Job overview

  • - Offered Tier 1/2 technical support across multiple platforms, including password resets, account lockouts, VPN access, and remote desktop assistance.
  • - Supported employees working in healthcare and corporate sectors, demonstrating sensitivity and discretion.
  • - Maintained excellent performance metrics including first-call resolution and customer satisfaction scores.

TEKsystems

Help Desk Analyst (Contractor)
11.2022 - 03.2023

Job overview

  • - Provided technical support in a hybrid role, addressing hardware/software issues, printer configurations, email connectivity, and user profile problems.
  • - Collaborated with IT departments to resolve more complex issues and ensure seamless ticket transitions.
  • - Supported user access through Active Directory, Citrix environments, and enterprise software systems.

NuWave Health Services

Housing Director / Customer Service Lead
12.2020 - 11.2022

Job overview

  • - Oversaw client housing services while serving as the primary point of contact for residents in transitional programs.
  • - Delivered trauma-informed care and case coordination, demonstrating deep compassion and cultural sensitivity.
  • - Provided daily customer support to clients navigating housing, insurance, and benefits-related inquiries.
  • - Managed communication with state agencies, insurance providers, and families, ensuring client dignity and satisfaction.

Education

Maryland High School
Baltimore, MD

GED

University Overview

  • 3.64 GPA

Carrington College (Formally Apollo College)
Mesa, AZ

Certificate of Completion from Medical Assistant

University Overview

Adjuster Pro
Phoenix, AZ

Certificate of Completion from AZ Insurance Adjuster
01-2025

University Overview

Alison.com
Phoenix, AZ

Certificate of Completion from Medical Receptionist
07.2025 - 07.2025

University Overview

Skills

  • Customer-Centered Support
  • Remote & Hybrid Helpdesk Support
  • Citrix, Salesforce, Workday, Prelude
  • Active Directory, VPN, Network Support
  • Ticketing Systems (ServiceNow, Jira)
  • Technical Troubleshooting
  • Compassionate Client Communication
  • Workflow Documentation
  • Team Collaboration & Training
  • High-Volume Call Resolution
  • Systems & Applications: Citrix, Salesforce, Workday, Prelude, Active Directory, Microsoft Office 365, VPN, ServiceNow, Duo, Remote Desktop
  • Soft Skills: Empathetic Communication, Conflict Resolution, Patience & Active Listening, Multitasking, Adaptability, Documentation
  • BYOD policy compliance
  • Desktop operating systems
  • Mobile operating systems
  • Customer support
  • Ticketing systems
  • Network troubleshooting
  • Software installation

Certification

  • Certified Medical Receptionist- Alison.com (2025)
  • Customer Service Excellence – Coursera (2025)
  • NC Notary Public - State of North Carolina (2024)
Availability
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Timeline

Alison.com
Certificate of Completion from Medical Receptionist
07.2025 - 07.2025
Helpdesk Analyst
Poolcorp
06.2025 - Current
Helpdesk Analyst (Contractor)
Insight Global
03.2023 - 06.2025
Help Desk Analyst (Contractor)
TEKsystems
11.2022 - 03.2023
Housing Director / Customer Service Lead
NuWave Health Services
12.2020 - 11.2022
Maryland High School
GED
Carrington College (Formally Apollo College)
Certificate of Completion from Medical Assistant
Adjuster Pro
Certificate of Completion from AZ Insurance Adjuster

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