Brandon Bostwick-College
Mister Car Wash
Tucson,AZ
1
Certification
22
years of professional experience
To provide enthusiastic, energetic customer service and grow within a company. To ensure that all forms of ITAM, and protocols are followed within the companies prevue
Work History
PRINCIPAL IT TECHNICIAN
1 Year 4 Months- Diagnosed and resolved hardware and software issues for diverse user environments.
- Managed and optimized enterprise ITSM workflows utilizing ServiceNow and ManageEngine to streamline incident resolution, change management, and asset tracking, as well as remote loading of images and software..
- Leveraged 6+ years of expertise in ServiceNow and ManageEngine administration to configure custom modules, automate service requests, and generate operational performance reports.
- Configured and maintained network systems to ensure optimal performance.
- Provided technical support for system upgrades and installations, enhancing user experience.
- Trained staff on IT policies, procedures, and best practices to improve compliance.
- Led troubleshooting initiatives, improving response time for technical issues across departments.
- Implemented preventive maintenance schedules to minimize downtime and extend equipment life.
- Developed documentation for IT processes, streamlining onboarding for new technicians.
- Collaborated with cross-functional teams to evaluate technology needs and propose tailored solutions.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Configured systems according to prescribed software and hardware frameworks.
- Generated detailed reports on work activities, offering management insights into IT operations and identifying areas for improvement.
- Reduced system downtime by proactively monitoring and addressing potential issues in a timely manner.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Collaborated with cross-functional teams to achieve seamless integration of new software applications into existing systems.
- Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department.
- Streamlined ticket resolution process, reducing response times through implementation of new troubleshooting protocol.
- Supported seamless remote work transitions by setting up and troubleshooting VPN connections for employees.
- Improved IT support efficiency, creating detailed documentation for common issues and solutions.
- Managed creation of user accounts to ensure access to systems and assigned permissions.
- Set up and configured systems for optimal functionality and maintained computer systems and network connections.
- Diagnosed and troubleshot hardware, software and network issues.
- Evaluated new software for performance and user experience before deployment and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in the development of system security protocols.
- Supported development of training programs to enhance employee skills in implementing and developing training programs.
SENIOR DESKTOP SPPORT TECHNICIAN
6 Months- Supported diverse app and web-based platforms to resolve user issues efficiently.
- Utilize Bombgar to remote into pc's and assist with gathering all information needed to diagnose and fix issues with applications.
- Provide support for a vast multitude of app and web based platforms.
- Created and managed support tickets for clients including Solaredge, Tesla, Docusign, NOC, Snowflake, and Vimeo to facilitate timely resolutions.
- Utilize Bombgar to remote into PCs and assist with gathering all information needed to diagnose and fix issues with applications.
- While using Google workspace, assist users with Gmeet, as well as issues with Gchat.
- Monitored and ensured adherence to SLAs to maintain service quality.
- Designed personalized outreach initiatives to support users for users who need assistance via phone as well as chat.
DESKTOP SUPPORT TECHNICIAN - SENIOR
2 Years 2 Months- Imaged, deployed, and managed hardware assets including laptops, desktops, iPads, Pro Desks, and other end-user devices across multiple sites.
- Diagnosed and resolved network and software-related problems, working closely with infrastructure teams when necessary.
- Managed inbound calls, tickets, and live messages for diverse technical issues, ensuring prompt resolution and user satisfaction.
- Diagnosed network and software-related problems and resolved issues with infrastructure teams.
- Oversaw hardware lifecycle management, encompassing procurement, provisioning, replacement, and secure disposition of devices from iPhones to servers.
- Ensured data security compliance by performing DOD-level secure SSD wiping prior to decommissioning hardware.
- Performed hardware maintenance, including part replacements in desktops and laptops to maintain optimal performance.
- Installed and replaced all peripheral equipment such as monitors, monitor arms, keyboards, and mice.
- Built and deployed custom Windows 10/11 images from scratch to ensure consistency and compatibility with critical enterprise applications.
MICROSOFT TECHNOLOGY ENGINEER
1 Year 6 Months- Provided support to customers to resolve Microsoft 365 issues with multiple Microsoft 365 for business issues
- Delivered customer service promptly and thoroughly, addressing diverse Microsoft 365 inquiries.
- Resolved Tier 2 and 3 tickets for various clients, ensuring timely support for both large enterprises and small businesses.
- Educated users on M365, Exchange admin, Azure Admin, and Microsoft products to enhance their operational knowledge.
TECHNICAL SUPPORT MANAGER
1 Year- Led technical support team to resolve customer issues efficiently and effectively.
- Managed and resolved Tier 2 and Tier 3 support tickets for both large enterprise clients and small businesses, ensuring minimal disruption to operations.
- Managed and resolved Tier 2 and Tier 3 support tickets for large enterprise clients and small businesses, minimizing operational disruptions.
- Delivered excellent customer service with speed, accuracy, and professionalism, consistently meeting or exceeding SLA expectations.
- Configured, secured, and optimized clients' M365 environments to enhance performance, collaboration, and compliance.
- Led technical support team in resolving customer issues promptly and effectively, improving overall service delivery.
- Helped clients configure, secure, and optimize their M365 environments for improved performance, collaboration, and compliance.
- Developed and implemented training programs for new support staff, enhancing service quality.
- Analyzed support metrics to identify trends and improve response strategies.
MAINTENANCE TECHNICIAN
6 Months- Cleaned and maintained both pools on the property
- Completed apartment turnovers within established timeframes
- Processed additional work orders during non-turn periods
- Created an air of amazing customer service due to the speed of which work orders were complete.
- Created an air of amazing customer service due to the speed of which work orders were completed.
TIRE CARE TECHNICIAN
11 Months- Aided with incoming truck needs, tires, mud flap replacements, light installation, balancing of tires, road calls, service writing
- Assisted with the stores needs on the graveyard shifts, cashiering, cleaning, stocking, general store duties
- Ensured that stock counts were correct, as well as stocked fully to ensure easier counting for the next shifts.
SOFTWARE AND HARDWARE SUPPORT
2 Years 5 Months- Maintained and supported a wide range of devices spanning multiple generations of technology, ensuring continued functionality and compatibility.
- Troubleshoot complex hardware issues using advanced diagnostic tools, achieving rapid and effective resolution with minimal downtime.
- Created and maintained detailed documentation of recurring technical issues and resolutions, streamlining support processes and onboarding.
- Led and implemented targeted hardware upgrade projects, improving workflow and system performance for a team of five employees.
- Installed, configured, and maintained computer systems, network connections, operating systems, and business-critical applications.
- Regularly patched and upgraded software to eliminate security vulnerabilities and maintain data integrity.
- Performed hands-on diagnosis and resolution of hardware, software, and networking issues within a mixed-environment infrastructure.
- Managed installation and maintenance of internal hardware, including new server deployments and ongoing PC lifecycle management.
TECHNICAL PHONE SUPPORT
3 Years 11 Months- Achieved higher customer retention rates through excellent communication skills when explaining complex technical concepts in simple terms.
- Patched software and installed new versions to eliminate security problems and protect data.
- Implemented proactive solutions to prevent recurring issues, reducing overall support tickets and improving user experience.
- Maximized productivity by maintaining an organized work environment and managing multiple projects simultaneously.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Promoted efficiency among departments with prompt resolution of system issues.
- Contributed to a streamlined workflow by maintaining clear and accurate documentation of technical support cases.
- Diagnosed and troubleshoot hardware, software and network issues.
- Used ticketing systems to manage and process support actions and requests.
- Tested new software and hardware prior to deployment.
- Documented support interactions for future reference.
SYSTEM ADMINISTRATOR
7 Years 8 Months- Implemented corrective plans of action for network availability and latency.
- Simplified troubleshooting processes by creating detailed documentation for system configurations, procedures, and best practices.
- Improved security measures by conducting vulnerability assessments and applying necessary patches.
- Analyzed complex project server issues and worked on large enterprise and business-critical applications.
- Identified and resolved network congestion issues and bottlenecks.
- Completed reports detailing network and systems performance and downtime issues.
- Evaluated software products to determine compatibility with existing systems.
- Oversaw file system and storage upgrades while safeguarding data integrity and redundancy.
- Provisioned new software and hardware for use, following established security policies.
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
- Diagnosed and resolved hardware and software issues.
- Implemented proactive maintenance plans that resulted in extended equipment lifespan and reduced repair costs over time.
- Installed and configured network printers and other peripheral devices.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
Bachelors of Science - Criminal Justice - Cyber Security
Skills
Azure
Oracle
Mobile devices
Mac OS
Team Management
Desktop Support
Collaborative Team Player
Operating Systems
VPN
Network Support
Microsoft Windows
Google Docs
Customer support
IT
ServiceNow
SharePoint
Microsoft Access
Information Security
Sales
Call center management
Software Troubleshooting
Research
DNS
Active Directory
Internet of things
Microsoft Office
Live chat
Technical Support
Conflict management
Database Management
VMWare
Affiliations
Freemason
Certification
- CompTIA A+
- CompTIA Security+
- Microsoft Certified: Azure fundamentals
- MCTS
- Microsoft Office Specialist
Personal Information
Availability: Anywhere, Anywhere
Timeline
PRINCIPAL IT TECHNICIAN
Mister Car Wash
07.2025 - CurrentRead More
SENIOR DESKTOP SPPORT TECHNICIAN
Sunrun Solar
01.2025 - 07.2025Read More
DESKTOP SUPPORT TECHNICIAN - SENIOR
MHC Healthcare
07.2022 - 09.2024Read More
MICROSOFT TECHNOLOGY ENGINEER
Mural Consulting
01.2021 - 07.2022Read More
TECHNICAL SUPPORT MANAGER
VXI Global
01.2020 - 01.2021Read More
MAINTENANCE TECHNICIAN
MC Companies
07.2019 - 01.2020Read More
TIRE CARE TECHNICIAN
Love's Truck Stop
07.2018 - 06.2019Read More
SOFTWARE AND HARDWARE SUPPORT
Chamberlain Group Technologies
02.2016 - 07.2018Read More
TECHNICAL PHONE SUPPORT
Afni Inc, Verizon
02.2012 - 01.2016Read More
SYSTEM ADMINISTRATOR
United Van Lines
07.2004 - 03.2012Read More
Colorado Technical University
Bachelors of Science from Criminal Justice - Cyber Security
Read More