Brandon Crawford
Freeport,US
Summary
Technical support professional with strong background in troubleshooting and resolving technical issues. Proven ability to enhance user experience through team collaboration and adaptive problem-solving. Known for reliability and flexibility in dynamic environments, with expertise in communication and technical diagnostics. Skilled at overseeing schedules, excellent project management, problem-solving and organizational skills.
Overview
18
18
years of professional experience
Work History
Technical Support Associate
Our World Neighborhood Charter Schools
03.2023 - Current
- Provided dedicated technical support to students and staff, addressing and resolving hardware, software, and connectivity issues to facilitate a productive learning environment.
- Configured hardware, devices, and software to set up work stations for employees.
- Created and managed purchase orders for IT equipment and supplies, coordinating with vendors to ensure timely delivery and maintaining inventory levels to support ongoing school operations.
- Prepared technical responses to requests for quotes, assigning costs, timeframes, and alternative solutions.
- Developed and maintained comprehensive documentation for network configurations, support procedures, and project statuses, aiding in future troubleshooting and project planning.
- Utilized remote assistance tools to diagnose and resolve technical issues, minimizing downtime for clients.
- Worked closely with school administrators and IT team members to assess technology needs, implement solutions, and improve overall IT support services.
- Maintained and troubleshot wireless networks to help ensure a reliable and secure Wi-Fi access across all campuses.
- Led and managed technical projects to upgrade and enhance the school’s IT infrastructure, ensuring timely and within-budget completion.
- Managed purchase orders, ensuring timely deliveries and accurate invoicing for optimal inventory levels.
Technical Support Coordinator
EVERSYS
11.2021 - 04.2022
- Facilitate repairs and dispatch technicians and to various clients to have machines fixed or installed.
- Talk with customers daily over the phone to determine if their issue can be resolved remotely or by a technician onsite.
- Work with the parts department to make sure necessary parts are available to complete repairs.
- Partner with numerous third party vendors to set up repairs for customers.
- Monitor the repair queue to make sure they are fixed within a timely manner and mark closed in our system.
Genius Admin
APPLE
05.2019 - 10.2021
- Demonstrate technical skills in providing support to customer remotely. and in-person related to product, including device setup, backup restore, and retrieval.
- Deal with repairing an average of 500 products in the Genius Bar on a monthly basis.
- Take charge of ensuring the success of repair by operating software and hardware diagnostics within iOS devices and computers.
- Apply keen attention to detail in examining each service part and conducting daily count to assign products that require repairs.
Operations Specialist
APPLE
08.2018 - 05.2019
- Steered efforts in processing inbound and outbound product shipment and fulfillment to in-store and online customers.
- Led the maintenance of accurate inventory count to attain more than 99% accuracy measure daily.
- Set up work orders via ServiceChannel to have work completed around the store.
- Provided expert oversight to the store's inventory level while placing orders of supplies in accordance with the company needs.
- Succeeded in passing inventory audit for the last nine cycles consecutively.
Visual Specialist
APPLE
07.2015 - 08.2018
- Carried out the preparation and marketing of products and accessories for staff and customers to test drive and use.
- Managed and deployed over 100 devices daily via MDM management.
- Supported merchandising philosophy, while observing strict adherence to set-forth company procedures and standards.
- Assumed responsibility in troubleshooting damaged and/or inoperable devices utilized by the customers and staff.
- Imparted product knowledge and expertise to the team and customers regarding the proper demonstration experience to boost enthusiasm and engagement.
Specialist
APPLE
09.2011 - 07.2015
- Displayed first-rate customer service by accommodating guests and responding to any product questions related to sales and store promotions.
- Utilized current company tools and technology in promoting products to customer that improve customer engagement and increase sales.
- Communicated with the Leadership Team to provide best practices for the improvement of experiences in the store for both customers and employees.
Personal Computing/Home Office (PCHO) Senior
BEST BUY
11.2007 - 09.2011
- Established and strengthened positive customer relationships by providing effective solutions for their needs.
- Used cross-functions company resources and tools in fostering and maintaining direct communication with customers and peers.
- Provided technical assistance with customer repair through completion of data transfers, creation of recovery disks, and installation of software and updates.
- Exhibited soft sales skills in interacting with customers, while resolving end-to-end product issues.
- Played an integral role in obtaining profitable growth to meet and surpass department sales goals.
Education
Associate of Arts - Applied Science
Briarcliffe College
Bethpage, NY01.2010
Skills
- Hardware Diagnostics
- Technical Skills
- Customer Relationship Management
- Ticket management
- Customer Service
- Remote support
- Mobile Device Management
- Software installation
- Demonstration Skills
- Wireless networking
- Profit-Based Sales Targets
- Incident reporting
- Merchandising
- Printer support
- Sales Promotion
- Hardware diagnostics
- Profitable Growth
- Backup and recovery
- Marketing
- Mobile device support
- Stock Control
- Operating systems
- User Assistance
- Software rollouts
- Work Orders
- Apple IOS
- Microsoft Office
- Microsoft Windows
- Operational Systems
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Word
- Project Management
- Time management
- Problem-solving
- Project planning and development
- Project scheduling
- Strategic planning
- Relationship building
- Schedule management
Timeline
Technical Support Associate
Our World Neighborhood Charter Schools
03.2023 - Current
Technical Support Coordinator
EVERSYS
11.2021 - 04.2022
Genius Admin
APPLE
05.2019 - 10.2021
Operations Specialist
APPLE
08.2018 - 05.2019
Visual Specialist
APPLE
07.2015 - 08.2018
Specialist
APPLE
09.2011 - 07.2015
Personal Computing/Home Office (PCHO) Senior
BEST BUY
11.2007 - 09.2011
Associate of Arts - Applied Science
Briarcliffe College
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