Summary
Overview
Work History
Education
Skills
Timeline
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Brandon Brock

Lafayette,LA

Summary

Proven IT specialist with a track record of enhancing system efficiency and customer satisfaction at PHI Aviation. Excelled in troubleshooting, software implementation, and maintaining high-quality standards. Skilled in customer relations and technical reporting, consistently achieving project goals. Demonstrated ability to lead and innovate in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Lead Service Desk Specialist

PHI Aviation
08.2020 - 06.2024
  • Followed all company policies and procedures to deliver quality work.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Experience with Nortel and Cisco Phone systems.
  • Experience with 365 and Microsoft Exchange.
  • Managing Fresh Service and Ticketing Systems.


IT Technician II

Evangeline Downs Racetrack and Casino
01.2016 - 03.2020
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Maintained office PCs, networks and mobile devices.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Created user accounts and assigned permissions.
  • Tested new software and hardware prior to deployment.
  • Installed and configured operating systems and applications.

Phone Repair & Laptop Technician

Screen Repair Pros/ Express Phone Repair
01.2015 - 01.2016
  • Repaired and replacement of Phone, iPad, and laptop screens.
  • Assisted customers with technical support inquiries.
  • Evaluated systems according to predetermined checklist and noted issues.
  • Explained diagnostic findings to customers and outlined repair or service options.

Education

Associate of Science - NSA

ITT Technical Institute,
Baton Rouge, LA
01.2013

Skills

  • Customer Relations
  • Quality Assurance
  • Emergency Response
  • Root Cause Analysis
  • Software Implementation
  • Needs Assessment
  • Project Implementation
  • Troubleshooting
  • Disaster Recovery
  • Technical reporting

Timeline

Lead Service Desk Specialist

PHI Aviation
08.2020 - 06.2024

IT Technician II

Evangeline Downs Racetrack and Casino
01.2016 - 03.2020

Phone Repair & Laptop Technician

Screen Repair Pros/ Express Phone Repair
01.2015 - 01.2016

Associate of Science - NSA

ITT Technical Institute,

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Brandon Brock