Brandon Montoya
Thornton,CO
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
10
10
years of professional experience
Work History
Operations Technical Support II
Lumen
03.2023 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Utilized diagnostic tools effectively to identify root causes of technical problems accurately and consistently.
- Collaborated with cross-functional teams to address complex customer issues, ensuring a seamless support experience.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Researched and identified solutions to technical problems.
- Exceeded company metrics consistently for closed support cases per month while maintaining high-quality service standards.
- Diagnosed and troubleshot hardware, software and network issues.
- Passionate about learning and committed to continual improvement.
Network Administrator/ IT Manager
On Site Security
02.2014 - 03.2023
- Provide support both in person, and remotely for a variety of technical issues
- Mitigate security issues by preventing access where needed
- Troubleshoot hardware/software issues for Windows 7/8/10/11 devices
- Document solutions, and/or workarounds into ticketing system
- Identify security issues with LogRhythm SIEM and mitigate issues
- Data analysis via complex Excel spreadsheets
- Evaluate IT team members' performance
- Train new IT team members on hardware/software
- Brief CEOs of progress, conflicts, and solutions
- Provide customer support for technical issues
- Troubleshoot communication issues between LogRhythm devices, and software
- Monitor system for adequate resources for software within specs
- Schedule meetings for troubleshooting
- Escalate tickets after documentation to higher tiers
- Identify selling priorities and bridging those with customers' needs
- Maintain customer satisfaction by elevating product sales and repeat business
- Uphold merchant accounts to outlined standards via product integration/rotation
- Build personal and professional relationships with customers.
Support Services Engineer Tier I
LogRhythm
07.2016 - 01.2017
- Provide support both in person, and remotely for a variety of technical issues
- Mitigate security issues by preventing access where needed
- Troubleshoot hardware/software issues for Windows 7/8/10/11 devices
- Document solutions, and/or workarounds into ticketing system
- Identify security issues with LogRhythm SIEM and mitigate issues
- Data analysis via complex Excel spreadsheets
- Evaluate IT team members' performance
- Train new IT team members on hardware/software
- Brief CEOs of progress, conflicts, and solutions
- Provide customer support for technical issues
- Troubleshoot communication issues between LogRhythm devices, and software
- Monitor system for adequate resources for software within specs
- Schedule meetings for troubleshooting
- Escalate tickets after documentation to higher tiers
- Identify selling priorities and bridging those with customers' needs
- Maintain customer satisfaction by elevating product sales and repeat business
- Uphold merchant accounts to outlined standards via product integration/rotation
- Build personal and professional relationships with customers.
Education
AAS - Information Technology, Wide Area Networks
Front Range Community College
01.2008
Skills
- LogRhythm SIEM
- VMWare / Vcenter
- Remote Support
- Parature
- Salesforce Ticketing
- Firewalls
- Networking
- SQL Servers
- AD Servers
- Windows
- Linux
- Windows Office 365
- Customer Support
- Problem-Solving
Timeline
Operations Technical Support II
Lumen
03.2023 - Current
Support Services Engineer Tier I
LogRhythm
07.2016 - 01.2017
Network Administrator/ IT Manager
On Site Security
02.2014 - 03.2023
AAS - Information Technology, Wide Area Networks
Front Range Community College
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