Brandon Billops
Nashville,TN
Summary
Attentive Desktop Support Technician with 7 years correcting and preventing system malfunctions to mitigate downtime. Versed in both on-site and remote support provisioning. Excels at rapidly and reliably identifying hardware or software weaknesses for remediation through quick and cost-effective means.
Overview
12
12
years of professional experience
Work History
Asset Inventory Specialist Lead
QTC Management Inc.
05.2022 - Current
- Management of baselined stock of supported inventory items
- Weekly reconciliation of inventory-on-hand against minimum stock standards
- PC imaging of available (working) inventory
- Hardware break/fix (supported platforms), including coordination with the vendor
- Procurement requests for new hardware, software, peripherals and other supported items
- Maintain Stored Asset Forms for ALL 'staged' (tagged) hardware/assets
- Maintain PC deployment checklists for ALL PC's being imaged
- Maintain Inventory tracking for all Deployed assets
- Maintain Inventory tracking for all Received assets
- Process/update user PRUA forms for all Deployed/Collected Assets
- Process tickets from SCSM support queues as needed (vendor break/fix or non-field support tickets)
- Process all local Windows based Asset onboarding/replacement/WFH
- Assist with various projects
- Maintain imaging station and report errors
- Network printer setup and maintenance
- Assign and delegate tickets to associates
- Organize weekly meetings and trainings with associates
- Ensure associates are keeping up with the SLA for tickets
- Provide hardware and logistical support for all east coast locations.
Senior Support Specialist
Brown and Caldwell
09.2020 - 05.2022
- Provide tier 1 and 2 support for end users
- Troubleshoot software
- Working with MS office products and teams
- Submitting warranty request
- Troubleshooting Citrix
- Working tickets using KACE systems
- Troubleshooting Outlook
- Supporting Windows 10
- Remote into computers using teamviewer and quick assist
- Run security checks and updating group policy
- Active directory admin tools
- Setting bitlocker protection on computers
- Running powershell commands to update and fix issues with patches
- Remote printer setup and maintenance
- Hardware setup
- Setting up new computers with domain and software
- Setting vpn and domains
- Troubleshooting VPN
- Adding remote users to domain
- Troubleshooting AutoCad software
- Develop and run powershell scripts.
Field Support Technician
Metro Nashville Government
02.2020 - 09.2020
- Provide Tier 1 and 2 support for all departments
- Provide Next day support for end users
- Travel to different site to troubleshoot issues
- Deploy new computers and software to clients
- Monitor and complete tickets
- Setup Outlook emails and calendars
- Migrate computers to Office 365
- Track tickets using ServiceNow.
Desktop Support Technician
Cigna
05.2019 - 02.2020
- Provide Tier 1 and Tier 2 help desk support
- Schedule users for Windows 10 migrations and meetings
- Assist with rescheduling users
- Ship and deliver equipment users in person or by mail
- Software Deployment: Flexera, MS Office, Outlook, Skype, RSA token, cisco anyconnect, OneNote, webex
- Troubleshoot equipment and peripherals
- IOS troubleshooting
- Windows 10 deployment
- Active Directory: Unlocking accounts, password resets drive mapping
- Citrix troubleshooting and setup
- Hardware setup
- Remote desktop support (Skype, Bomgar)
- VPN setup (Cisco with RSA Token)
- Use ticketing system (HPE Service Manager).
Helpdesk Support Analyst
Apex Systems (ChangeHealthcare)
08.2018 - 04.2019
- Provide Level 1 Help Desk Support post migration from a Legacy Domain to the new Domain
- Active Directory account management and user account access
- Network troubleshooting and VPN troubleshooting
- End user workstation support and application assistance
- Device Reimaging and drive mapping
- Windows 7 and Window 10 Device support
- Command prompt group policy update
- Assigning Domains
- Software Deployment: LANDesk, TeamViewer, Putty, Citrix, MS Office, OneDrive
- Software troubleshooting
- Remote desktop support (TeamViewer, Bomgar)
- VPN And RSA Token deployment
- Document tickets using ServiceNow.
Premier Support Specialist
Asurion
10.2017 - 03.2018
- Provided Premium technical support to Verizon Customers
- In-depth troubleshooting to fix mobile devices (cell phones, tablets, mobile wi-fi)
- Utilized all areas of information to arrive at a solution for customers to fix mobile devices
- Troubleshot the highest level of mobile and home networking
- Verify Customer Information, ensure account security, and process warranty claims.
Cable System Installer/ Maintainer
US Army
04.2012 - 05.2013
- Responsible for cable and network installation in buildings and post both statewide and overseas
- Operate and performs unit level maintenance on cable and wire communications systems, communication security (COMSEC) devices and associated equipment
- Managing Contractor and Civilian relations while performing duties.
Education
High School Diploma -
East Kentwood High School
Kentwood, MI01.2011
Skills
- Desktop Support
- Systems and software expertise
- Active Directory
- Call Center
- Customer Support
- Customer Service
- Administrative Assistant
- Outlook
- Data Entry
- Microsoft Office
- Word
- Microsoft Excel
- Service Desk
- VPN
- Software Troubleshooting
- Microsoft Windows
- Network Support
- SCCM
- Microsoft Outlook
- Python (4 years)
- Attention to Detail
- Inventory Control
- Teamwork and Collaboration
- Shipping and receiving
- Inventory Tracking
Military Service
United States Army, Private Second Class, 25L Cable Systems/Maintainer, Cable systems installer-maintainer installs, operates, and performs unit level maintenance on cable and wire communications systems, communication security (COMSEC) devices and associated equipment, Honorable Discharge
Timeline
Asset Inventory Specialist Lead
QTC Management Inc.
05.2022 - Current
Senior Support Specialist
Brown and Caldwell
09.2020 - 05.2022
Field Support Technician
Metro Nashville Government
02.2020 - 09.2020
Desktop Support Technician
Cigna
05.2019 - 02.2020
Helpdesk Support Analyst
Apex Systems (ChangeHealthcare)
08.2018 - 04.2019
Premier Support Specialist
Asurion
10.2017 - 03.2018
Cable System Installer/ Maintainer
US Army
04.2012 - 05.2013
High School Diploma -
East Kentwood High School
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