BRANDIE NETTLES
Walla Walla,WA
Summary
Achieved seamless management of technical support operations through proactive problem-solving.,Delivered high-quality support by taking ownership of technical issues and driving resolution.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work History
Senior Technical Support Engineer
Williams
Pasco, WA
02.2025 - Current
- Spearheaded support efforts across three states and 200+ users in the field
- Resolved complex technical issues, enhancing customer satisfaction and reducing escalations.
- Developed and implemented troubleshooting procedures, improving response times for support requests.
- Mentored junior engineers, fostering skill development and promoting teamwork within the support team.
- Conducted root cause analysis on recurring problems, driving long-term solutions to enhance service reliability.
- Provided advanced troubleshooting for complex technical issues, ensuring minimal downtime for clients.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
- Proactively identified trends in technical issues, implementing preventative measures to reduce future occurrences.
- Championed the adoption of new tools and technologies to enhance the efficiency and effectiveness of the technical support team''s operations.
- Performed root cause analysis of reported issues to enact corrections.
- Developed and implemented preventive maintenance procedures.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
Technical Support Lead
Columbia Energy and Environmental
Richland, WA
01.2023 - 02.2025
- Increased NIST score by 25% in accordance with U.S. DoD and DoE contract stipulations
- Developed and implemented training initiatives for new hires.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Offered assistance in implementing and developing training programs.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Patched software and installed new versions to eliminate security problems and protect data.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Led technical support team, resolving complex client issues to enhance customer satisfaction.
- Implemented process improvements, reducing average response time for support inquiries.
- Coordinated cross-departmental collaboration to streamline workflows and enhance service delivery.
- Implemented monitoring systems to track team performance metrics, identifying areas for improvement and coaching opportunities.
- Partnered closely with sales teams in order to provide pre-sales technical advice and post-sales follow-up that resulted in increased revenue generation.
Sr. Technical Support Engineer
Axcient
Denver, CO
05.2017 - 01.2022
- Delivered Tier-3 support and SME input to internal and external customers.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnosed and troubleshot hardware, software and network issues.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Gathered trend data from customer calls and interactions.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Documented faults and bugs for referral to development staff for use in updates.
- Met with team personnel to share details of discovered issues and recurrent custom complaints.
- Served as primary point of contact for support relating to owned solutions and products.
- Led cross-functional teams to implement process improvements, streamlining support workflows and reducing resolution times.
- Resolved complex technical issues for clients, enhancing overall customer satisfaction and retention.
- Collaborated with product teams to identify recurring issues, driving product enhancements based on customer feedback.
- Managed escalated support cases, leveraging technical expertise to achieve timely resolutions and maintain client trust.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Mentored junior engineers, providing guidance on troubleshooting techniques and best practices for technical support.
Education
Associate of Applied Science - Computer Science
WWCC
Walla Walla, WA2015
B.S. - Computer Science
WGU
Salt Lake City, UT05.2023
Skills
- Java, C languages, Python, JavaScript, HTML/CSS, Jenkins, Docker, GitHub, API
- CompTIA A Certified, Windows 7 and Newer, Mac OSX 10116 and Newer, Windows Server 2008 and Newer Administration, Apache
- SQL, PostGRESQL, SQLite, MongoDB
- CompTIA Project Management Certified, Agile/SCRUM, Jenkins, JIRA, Confluence
- CompTIA Cloud Essentials Certified, Cloud Computing (AWS, Azure)
- Data Analytics, Kibana, TestRail, ElasticSearch, Splunk
- Self Starter, Team Leadership, Problem Solving, Multitasking, Critical Thinking, Adaptable, Team Player, Fast Learner
LANGUAGES
English
Spanish
INTERNSHIPS
- Computer Science Instructor, Walla Walla Public Schools
- 01/2014 - 06/2014
Certification
CompTIA A+
CompTIA Project Management+
CompTIA Cloud Essentials
Timeline
Senior Technical Support Engineer
Williams
02.2025 - Current
Technical Support Lead
Columbia Energy and Environmental
01.2023 - 02.2025
Sr. Technical Support Engineer
Axcient
05.2017 - 01.2022
B.S. - Computer Science
WGU
Associate of Applied Science - Computer Science
WWCC