Brandon Chalmers
Salisbury,United States
Summary
Dynamic IT Specialist with extensive experience at Collins Aerospace, excelling in IT troubleshooting and end-user support. Proven track record in optimizing network performance and enhancing user satisfaction. Skilled in virtualization technologies and problem-solving, consistently achieving high SLA compliance while delivering exceptional customer service.
Overview
17
17
years of professional experience
Work History
Information Technology Specialist Level 3
Collins Aerospace a Division of Raytheon Technologies
Monroe, NC
10.2021 - Current
- Provide L3–L4 IT support for 250+ users using Windows 10/11 endpoints.
- Troubleshoot and resolve hardware (Dell, HP, Lenovo), software (Office 365, Adobe Creative Cloud), and network issues (Cisco switches, Meraki wireless, Fortinet firewalls).
- Lead advanced support for MiR 250 autonomous robots, handling sensor calibration, battery management, and firmware updates.
- Manage Active Directory, Group Policy, and Azure AD for user accounts, device management, and security.
- Perform server support for Windows Server 2019, VMware vSphere/ESXi, and Hyper-V environments.
- Setup Application Server's for FedEx WorldShip, UPS, MiR 250_ A.I Fleet Robot, Zebra Print Server and Kardex Inventory Manger. (PowerShell Scripting)
Utilize ServiceNow for incident, change, and problem management, maintaining >98% SLA compliance. - Conduct Wireshark network captures and Splunk log analysis to identify root causes of performance issues.
- Provide training on Teams, SharePoint, and Microsoft 365 tools, improving user adoption and reducing ticket volume.
Technical Support Engineer II
Progress
Madison, WI
09.2015 - 03.2021
- Created knowledge base articles in Confluence, improving internal knowledge sharing.
- Delivered API troubleshooting support for RESTful and SOAP-based integrations.
- Worked with VMware ESXi, Hyper-V, and Docker containers for diagnostics and configuration support.
- Supported Microsoft SQL Server, MySQL, and PostgreSQL databases, writing T-SQL queries, and optimizing performance.
- Conducted deep-dive troubleshooting using Wireshark, tcpdump, and Sysinternals tools (ProcMon, Autoruns). Troubleshot TCP/IP, DNS, DHCP, VPN, SSH, and FTP issues, reducing escalations by 25%.
- Delivered expert technical support for Windows Server environments, handling 30+ support cases per day.
- .
IT Technician
DelHaze/Contract
Salisbury, NC
12.2013 - 01.2015
- Resolved network issues remotely, boosting user satisfaction across platforms, assisted on Migration Team
- Ticket management
- Application installations
- Access issue resolution
- Customer Success Management
- Technical documents comprehension
- Videoconferencing
- Ticket support system management
- Systems Analysis
- Maintained inventory records of IT equipment and supplies.
- Configured routers, switches and wireless access points for LANs and WANs.
Desktop Support
IBM / Ally
Charlotte, NC
07.2013 - 10.2013
- Managed desktop support tasks including OS migrations and account management, ensuring smooth operations and minimal downtime
- Delivered exceptional customer service, effectively communicating technical solutions and managing user expectations
Desktop Support Analyst
Bank of America
Charlotte, NC
03.2013 - 06.2013
- Utilized Microsoft System Centre Configuration Manager (SCCM) for application management, updates deployment, and system troubleshooting
- Assisted in the migration of user data from Windows XP to Windows 7
- Provided support for Microsoft Windows operating systems including XP, Vista, 7, 8, 10.
- Performed regular system maintenance tasks such as disk clean up, defragmentation and virus scans.
VoIP Tier II Technical Support
ACN
Concord, United States
05.2008 - 10.2012
- Resolved critical VoIP problems, reducing ticket escalation rates and significantly improving first-call resolution metrics for Tier II support
- Delivered advanced VoIP support for SIP, Cisco, and Avaya phone systems, improving call quality and uptime.
- Troubleshot network congestion, latency, jitter, and packet loss using tools like Wireshark and SolarWinds.
- Supported residential and small business customers, achieving 25% improvement in first-call resolution.
Skills
- IT Troubleshooting
- Information Security
- Problem-solving skills
- End-user support
- Network Administration
- Device configuration
- ITIL Knowledge
- Advanced computer proficiency
- IT Asset Management
- Hardware installations
- IT Compliance
- Operations Management
- DevOps principles
- Confidential data management
- Virtualization Technologies
- Security Protocols
- LAN protocols
- IT service management
- Software licenses and patches
- Network infrastructure updates
- Technical Support
- Software Installation
- Customer Service
- Issue Troubleshooting
- Application support
- Desktop support
- User Support
References
References available upon request.
Timeline
Information Technology Specialist Level 3
Collins Aerospace a Division of Raytheon Technologies
10.2021 - Current
Technical Support Engineer II
Progress
09.2015 - 03.2021
IT Technician
DelHaze/Contract
12.2013 - 01.2015
Desktop Support
IBM / Ally
07.2013 - 10.2013
Desktop Support Analyst
Bank of America
03.2013 - 06.2013
VoIP Tier II Technical Support
ACN
05.2008 - 10.2012
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