Summary
Overview
Work History
Education
Skills
PROFESSIONAL ATTRIBUTES
CORE COMPETENCIES
Timeline
Generic

Brandon Goff

Laurel,United States

Summary

As IT professional, well-versed in providing comprehensive technical support and managing complex IT systems. Recognized for fostering team collaboration and driving successful project outcomes. Reliable and adaptable to changing technological needs, with proficiency in troubleshooting and network administration.

Overview

12
12
years of professional experience

Work History

Computer Operator

GDiT
11.2021 - 10.2025
  • Operated and monitored computer systems to ensure optimal functionality and performance.
  • Maintained accurate logs of system operations and incidents for troubleshooting purposes.
  • Implemented routine system checks to identify potential issues before they escalated.
  • Collaborated with IT team to resolve technical problems and streamline processes.
  • Trained junior operators on software applications and operational procedures for efficiency.
  • Developed documentation for standard operating procedures to enhance team knowledge sharing.

Escalations Engineer

Securities Exchange Commission via URS
06.2014 - 11.2021
  • Responsible for risk mitigation through accurate and prompt action implantation on company and customers software and hardware.
  • Key Achievements:
  • Decreased technical hardware and software issues by diagnosing and resolving issues beforehand, remote into user's desktop via Remote Desktop Connection, Director, Jabber, or IBM and consistently maintaining standard help desk procedures
  • Channeled urgent escalations to the appropriate resources after identifying and marking the situation, increasing risk mitigation rate
  • Provide customer satisfaction standards by providing timely resolution to customers, by ensuring team document, track, monitor, and log customer issues with accuracy
  • Thoroughly and efficiently gather customer information, access, and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts
  • Reset passwords and unlock accounts within Active Directory

Help Desk Analyst

Littler Mendelson via TEKsystems
06.2013 - 06.2014
  • Managed separate ticket systems to ensure all client related technical issues get resolved in an efficient and timely manner which resulted in a decrease cancellation rate of over for the year.
  • Key Achievements:
  • Served as a single point of contact for over offices nationwide as an End User Technical Support
  • Led team to lower total cost by maintaining hardware support standards for desktop, laptops with docking stations, Cisco IP telephones, fax machines, printers, and multi-function devices
  • Generated additional revenue by leading team to record best "First Call Resolution" percentage by proactively documenting, tracking, monitoring, and maintaining log for customer issues, aiming to resolve issues on first call basis
  • Provide training to end-users for troubleshooting and configuration on the Microsoft Suite 2010, 2013, 2016 Adobe Acrobat, Workshare compare, Worksite, iManage, MacPac, AccuRoute, Citrix, Cisco VPN, etc.
  • Configuring Printers and Computers to Install, move, and modify telecommunications and related equipment, according to job order specifications, standards, and procedures
  • Resolved technical issues for end-users, ensuring minimal disruption to daily operations.
  • Provided timely support via phone, email, and chat channels to enhance user experience.

Education

Bachelors of Science - Computer Technology Network & Security

Bowie State University
Bowie, MD
12.2011

Skills

  • Technical Troubleshooting
  • Tier 1 and Tier 2 Support
  • Hardware Configuration
  • Modify Telecommunication
  • Hardware Deployment
  • Software Installs
  • Phone and Online Support
  • User Training/Support
  • Active Directory
  • Office 365
  • ServiceNow

PROFESSIONAL ATTRIBUTES

  • Work closely with technology teams to ensure continuous improvement of process and ongoing communication relative to technical issues
  • Responsible for developing, deploying, and supporting enterprise level storage solutions
  • Developing product specific internal and customer facing documentation, technical alerts, etc
  • Ability to conceptualize clients' needs and translate into specific implementation strategies
  • Follow documented procedures to complete specific technical tasks within a deployment project

CORE COMPETENCIES

  • Accountable, Prompt and Reliable
  • Excellent Time Management
  • Ability to Multitask
  • Strong Communication
  • Detail Oriented
  • Critical Thinking and Problem Solving
  • Organization and Planning
  • Customer Service
  • Leadership
  • Self-Motivated

Timeline

Computer Operator

GDiT
11.2021 - 10.2025

Escalations Engineer

Securities Exchange Commission via URS
06.2014 - 11.2021

Help Desk Analyst

Littler Mendelson via TEKsystems
06.2013 - 06.2014

Bachelors of Science - Computer Technology Network & Security

Bowie State University

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