Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

BRANDON RANGE

Saint Paul,MN

Summary

Dynamic and results-driven professional with over 16 years of experience in customer service and technical troubleshooting, specializing in software support and problem resolution. Recognized for a strong ability to enhance user satisfaction through effective solutions and exceptional communication skills, consistently delivering reliable support in fast-paced environments. Committed to continuous learning and professional growth, with a proven track record of exceeding targets and contributing to organizational success. Eager to leverage extensive expertise in telecommunications, retail, and IT to drive team success while embracing new challenges and opportunities for advancement.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Software Support Analyst 2

PCCA/Professional Compounding Center of America
10.2015 - Current
  • Assist Pharmacies with networking, Balance, Printers, Label writer connection and Software integration with PK Software.
  • Database management- Software tools, (FileZilla) FTP/SFTP/Firebird DB Manager
  • Remote Software support tool, (Go to Assist)
  • Ticketing system, (Pivotal)
  • Pharmacy support: Assist with Printer/Scanner setup and connection to PK Software.
  • Scale/Balance connection to software.
  • Paladin POS Integration
  • Telemanager IVR integration
  • Quick Books Integration
  • Online Billing integration module (RSI)
  • Cloud backup configuration SFTP
  • Medi-Span Clinical check integration
  • Outlook management/Group shared Outlook email management
  • FileZilla
  • PVDC-Backup acct creation
  • E-Scripts
  • Analyzed user needs and developed solutions to enhance system functionality.
  • Provided technical support for software applications used in compounding pharmacies.
  • Trained staff on software tools, improving overall team efficiency and productivity.
  • Collaborated with cross-functional teams to address and resolve software issues promptly.

Sr. Service Desk Analyst/Mobile Specialist

Stewart Title
01.2015 - 06.2015
  • Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
  • Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
  • Follows up with other support staff involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
  • Documents resolutions and updates self-help and staff knowledge bases.
  • Assists end users with activations, problems and requests for company orders and upgrades mobile devices.
  • Provides after hours and on-call support as needed.
  • Analyzed and resolved complex technical issues for end-users, enhancing overall service quality.
  • Led cross-functional teams to implement process improvements, increasing efficiency of service desk operations.
  • Mentored junior analysts on troubleshooting techniques and customer service best practices, fostering professional growth.
  • Collaborated with IT departments to streamline incident management processes, reducing ticket resolution timeframes.

Help Desk Support Specialist

Geek Squad/APAC/Helpdesk support
06.2008 - 03.2014
  • Managing between 20 to 30 employees daily Job Duties: Managing the floor while coaching and developing employees to meet Best buy’s customer needs.
  • Payroll Operations: Job duties insist of working with new payroll software such as ATS and CMS.
  • Installed software, modified and repaired hardware and resolved technical issues.
  • Provided base level IT supports to non -technical personnel within the business.
  • Managed call flow and responded to technical support needs of customers.
  • Evaluated and responded to incoming sales leads and requests for technical support assistance.
  • Resolved customer issues in a clear, courteous and straightforward manner.
  • Demonstrated professionalism and courtesy with customers at all times.
  • Identified and solved technical issues with a variety of diagnostic tools.
  • Followed up with clients to ensure optimal customer satisfaction.
  • Conducted research to address customer concerns.
  • Activated accounts for clients interested in new services.
  • Remained up-to-date on the latest technologies and solutions applicable to company products.
  • Provided technical support for hardware and software issues, ensuring minimal downtime for users.
  • Diagnosed and resolved network connectivity problems using troubleshooting tools and procedures.
  • Trained end-users on new software applications, improving overall user proficiency and satisfaction.

MWR Coordinator

Kellogg, Brown and Root, Iraq
04.2005 - 09.2007
  • Supervisor over a staff of six Include maintenance of all equipment.
  • Assisting the military and clients with appropriate fitness plans which include diet and exercising.
  • Planning and hosting indoor and outdoor activities for the client.
  • Skills needed to perform job are good customer service, power point, excel, words, office and a personal Training certification.
  • Able to work 12 hour shifts every day.
  • Created cases and claims for damaged, lost or displaced packages.
  • Organized recreational programs to enhance community engagement and participation.
  • Coordinated logistics for events, ensuring smooth execution and resource allocation.
  • Developed marketing materials to promote activities and increase attendance rates.
  • Managed budgets and procurement processes for supplies and equipment needed for programs.

Education

Associate degree - Pharmacy Patient Client Data Protection

HIPPA Compliant
Online

Skills

  • Network troubleshooting
  • Software knowledge
  • Incident management
  • ITIL framework
  • Software testing
  • Remote support
  • Customer support
  • Ticket management
  • Software installation
  • Application support
  • System configuration
  • Bug reporting
  • Operating systems
  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Problem-solving abilities
  • Microsoft windows and office
  • Multitasking
  • Multitasking Abilities
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Effective communication
  • Adaptability and flexibility
  • Verbal and written communication
  • Remote technical support
  • Decision-making
  • Relationship building
  • Help desk support
  • Desktop support
  • Friendly and patient
  • Troubleshooting network issues
  • Task prioritization
  • Technical issues analysis
  • Self motivation
  • Hardware and software repair
  • Technical troubleshooting
  • Analytical thinking
  • Hardware installation
  • Highly professional
  • System upgrades
  • Computer diagnostics
  • Device installation
  • Continuous improvement
  • Adaptability
  • Time management abilities
  • System testing
  • Quality assurance
  • Software upgrades
  • Application installations
  • Hardware and software configuration
  • Issue and resolution tracking
  • Tracking and documentation
  • User support
  • Employee computer support
  • Network protocols
  • Call center operations
  • Incoming call management
  • Data management

Accomplishments

  • Resolved product issue through consumer testing.
  • Documented and resolved database corruption which led to the pharmacy return to production.
  • Collaborated with team of 30 in the development of Software integrations docs.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 30 staff members.
  • Achieved 5 years of backup management by completing database management and data restores with accuracy and efficiency.


Certification

Certified Personal Trainer, Certified Fitness Instructor

Languages

English
Professional Working

Timeline

Software Support Analyst 2

PCCA/Professional Compounding Center of America
10.2015 - Current

Sr. Service Desk Analyst/Mobile Specialist

Stewart Title
01.2015 - 06.2015

Help Desk Support Specialist

Geek Squad/APAC/Helpdesk support
06.2008 - 03.2014

MWR Coordinator

Kellogg, Brown and Root, Iraq
04.2005 - 09.2007

Associate degree - Pharmacy Patient Client Data Protection

HIPPA Compliant

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