Brandie Jones
Chicago,IL
Summary
Adept in troubleshooting and diagnostics, I leveraged my expertise at Mesirow Financial-IT Connection to enhance IT security and efficiency. My knack for active directory management and exceptional customer service significantly improved response times. With a proven track record in technical support and project contributions, I excel in fast-paced environments, driving technology initiatives forward.
Overview
14
14
years of professional experience
Work History
Desktop Support Engineer
Mesirow Financial-IT Connection
Chicago, IL
04.2024 - 12.2024
- Ensured compliance with corporate policies related to data security standards.
- Created detailed documentation for IT processes, procedures and troubleshooting steps.
- Worked with cross-functional teams to achieve goals.
- Installed and configured computer systems, printers, and other peripherals.
- Managed inventory of IT assets, including procurement and disposal, ensuring compliance with company policies.
- Participated in IT projects, contributing to the successful rollout of technology initiatives.
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Resolved printer, scanner, and other peripheral device issues, maintaining operational efficiency.
- Utilized ticketing systems to track and prioritize support requests, improving response times and resolution rates.
- Participated in IT projects related to desktop support services.
- Assisted in the setup of new workstations with appropriate operating systems, software applications and peripheral devices.
Senior Customer Support Rep.
Populus Financial
04.2023 - 02.2024
- Resolve/troubleshoot time-sensitive software and hardware issues affecting the center
- Respond to agent issues via chat, phone, and e-mail
- Remote into workstation PCs to assist with troubleshooting and required updates
- Train and onboard new agents
- Perform password resets and permission changes using Active Directory
- Open, update, and close service tickets via ServiceNow
Senior IS Technician
NTT Data
07.2022 - 12.2022
- Company Overview: client: CVS
- Diagnose and troubleshoot equipment and peripherals located within a CVS pharmacy and front store
- Inform store and assist field technicians in meeting SLA guidelines
- Provide updates to pharmacies regarding escalated issues
- Perform password resets and permission changes using Active Directory
- Open, update, and close service tickets via ServiceNow
- Client: CVS
Customer Technical Support Agent
Brinks Home
11.2021 - 03.2022
- Diagnose and troubleshoot alarm systems and alarm peripherals remotely
- Assist field technicians with setting up new accounts/installs
- Provide white-glove customer service for all customer contacts
- Perform password resets and permission changes using Active Directory
- Open and close job tickets for issues that could not be solved remotely (ServiceNow)
Customer Service Rep
AST Financial
01.2021 - 11.2021
- Record accurate proxy votes cast by shareholders via outbound/inbound calls
- Remain in compliance with SEC regulations when informing shareholders of the content of proxy statements and guidelines
Level II Technical Support Agent
ADT Security
02.2020 - 12.2020
- Diagnose and troubleshoot alarm systems and alarm peripherals remotely
- Assist field technicians with setting up new accounts/installs
- Open and close job tickets for issues that could not be solved remotely
Customer Service Representative
Assurant
04.2019 - 02.2020
- Assist customers with filing insurance claims on lost, stolen, or damaged mobile devices
- Advise customers of coverage plans and eligibility for mobile device insurance
- Answer general inquiries regarding coverage plans and options
Unloader/Large Sorter
UPS Shipping Hub
01.2019 - 07.2019
- Unloading packages and goods from 18-wheeler trailers
- Memorization of specific zip codes in D/FW for proper package sorting
Customer Service Chat Support
Vape Wild
06.2016 - 01.2019
- Assist customers with issues and inquiries via live chat and e-mail
- Diagnose and troubleshoot issues with e-liquid and e-cigarette hardware
- Pull and build expedited shipping orders for faulty devices under warranty
Civilian Security Officer
D/FW International Airport
04.2011 - 02.2016
- Inspect all vehicles requesting access to the Airfield Operations Area in compliance with FAA regulations
- Inspect sterile and non-sterile areas of the airport terminals
- Patrol airport property/airfield fence line and other pertinent roads
- Assist with the training of fellow officers for level 2 staging and mutual aid operations
Education
B.S. - Information Technology with an Emphasis in Cyber Security
Grand Canyon University
Phoenix, AZ04-2025
General Studies -
Navarro College
Navarro, TX01.2005
High School Diploma -
Desoto High School
Desoto, TX01.2002
Skills
- Microsoft Suite
- Data entry
- Windows operating system
- Application installations
- End-user support
- Remote desktop support
- Hardware and software upgrades
- Active Directory management
- Video conference support
- Hardware installation
- Troubleshooting and diagnosis
- Mobile device management
- Troubleshooting and Diagnostics
- Printer and peripheral support
- Technical support
- Ticketing system proficiency
- Advanced trouble shooting
- Customer service
- IT security protocols
- Mac OS operating system
References
References available upon request.
Timeline
Desktop Support Engineer
Mesirow Financial-IT Connection
04.2024 - 12.2024
Senior Customer Support Rep.
Populus Financial
04.2023 - 02.2024
Senior IS Technician
NTT Data
07.2022 - 12.2022
Customer Technical Support Agent
Brinks Home
11.2021 - 03.2022
Customer Service Rep
AST Financial
01.2021 - 11.2021
Level II Technical Support Agent
ADT Security
02.2020 - 12.2020
Customer Service Representative
Assurant
04.2019 - 02.2020
Unloader/Large Sorter
UPS Shipping Hub
01.2019 - 07.2019
Customer Service Chat Support
Vape Wild
06.2016 - 01.2019
Civilian Security Officer
D/FW International Airport
04.2011 - 02.2016
B.S. - Information Technology with an Emphasis in Cyber Security
Grand Canyon University
General Studies -
Navarro College
High School Diploma -
Desoto High School
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