Brandon Ivey

• Maintained servers, software and operating system equipment.
• Managed IT governance, risk and regulatory compliance.
• Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
• Used remote login tools to assist clients with technical and product questions.

• Answered emergency calls after hours.
• Troubleshoot daily IT desktop client issues, supporting multiple departments and various offices.
• First point of contact for all IT-related issues.
• Maintained composure and patience in face of difficult end-user situations, applying de-escalation techniques and positive customer support.
• Deploy Azure MFA access to the locations to increase users' security.
• Set up equipment for employee use, performing or properly installing cables, operating systems or software.
• Created new accounts, reset passwords and configured access to servers and file management software for users.
• Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
• Maintained records, logs and lifecycle documentation of work requests.

• Temporary/Contract Employment (6 months)
• Responded to support requests from end users and patiently walked individuals through basic Microsoft related troubleshooting issues.
• Applied advance technical knowledge relevant to the solution using Microsoft technical documentation by working closely via phone, email, live chat.
• Collaborated with domain experts (SMEs) and escalation manager when additional support is needed and followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Full Time Employment
• Performed inventories on computers and computer repair equipment.
• Troubleshot devices to identify and solve issues with hardware or software performance.
• Researched and identified problems with computers and advised staff and clients on plans of action.
• Disassembled computers to perform diagnostics and check for repair needs.

Temporary/Contract Employment

• Hardware Replacement/Repair: Desktops, Laptops, Servers, Printers.
• Diagnosed and troubleshot problems, repairing, and restoring devices to peak performance.
• Generated reports for customer service issues and repair records.
• Demonstrated increased knowledge of company products and equipment.