Summary
Overview
Work History
Skills
Timeline
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Brandon Maines

Tonawanda,USA

Summary

Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.

Overview

9
9
years of professional experience

Work History

IT Support Specialist

Prizm Document & Technology Solutions
04.2023 - Current
  • Supporting over 200 different organizations, from small local businesses to companies employing over 300 employees
  • Strong focus on internal documentation to ensure processes are followed
  • Due to number of customers, had to be well versed in a multitude of different tools ranging from Microsoft Office products, VPN configurations, security cameras and systems and systems built in-house
  • Used ticketing systems such as Halo PSA and Odoo to manage and process support actions and requests.
  • Configured hardware, devices, and software to set up work stations for employees.

Helpdesk Administrator II

Lactalis USA
07.2021 - 04.2023
  • Supported global users with Active Directory, Microsoft 365, and proprietary software.
  • Assisted with new site onboarding and worked closely with senior technicians on system deployments.
  • Configured and deployed new machines using PXE and remote software installations.

Hardware Subject Matter Expert

IBM
07.2017 - 07.2021
  • Prepared entirety of the original help desk of about 100 agents with their Linux systems, creating more as needed for onboarding.
  • Preparing and servicing roughly 150 new windows machines for a company wide Windows migration.
  • Transferred to a new account to initiate setups and prepare a new help desk.
  • Constantly using monitoring software for agent "System Problems" auxiliary code and assisting for all IBM related issues.
  • Servicing roughly 40-50 issues per week with day to day agent issues across up to 300 agents.
  • Performing physical hardware repairs such as changing hard drives, replacing components and general cleaning.
  • Ensuring that our agents qualify for IBM security standards on a monthly basis.

Infrastructure Support Rep

Career Connections Inc
10.2016 - 07.2017
  • Working as a contractor at an IBM Technical Support Help Desk for New York State employees.
  • Was given my current position to manage all technological inventory for the facility.
  • Responsible for all PC imaging, programming and troubleshooting.
  • Monitoring 100+ agents at a time to maintain consistency.

Skills

  • Application support
  • Desktop support
  • Hardware diagnostics
  • Service support
  • Hardware troubleshooting
  • Remote support
  • Customer service

Timeline

IT Support Specialist

Prizm Document & Technology Solutions
04.2023 - Current

Helpdesk Administrator II

Lactalis USA
07.2021 - 04.2023

Hardware Subject Matter Expert

IBM
07.2017 - 07.2021

Infrastructure Support Rep

Career Connections Inc
10.2016 - 07.2017
Brandon Maines