Brandon Sharpe
Greensboro,NC
Summary
Thorough compTIA A+ certified Service Technician with commitment to superior service. Driven to consistently contribute value through impeccable work ethic and unending quest to achieve new service skills. Experience managing high-volume of service calls while maintaining quality and efficiency.
Overview
16
16
years of professional experience
1
1
Certification
Work History
IT Field Support Technician
Blue Alley
2022.10 - Current
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Reduced system downtime with proactive maintenance of hardware, software, and network components.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
- Assisted in the planning and execution of major technology projects, resulting in improved efficiency and productivity.
- Served as a reliable point of contact for clients experiencing technical difficulties, offering prompt solutions to their problems.
- Conducted regular system backups to protect sensitive data from loss or corruption.
- Provided end-user training on software applications, leading to increased productivity among employees.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Managed helpdesk tickets effectively, prioritizing tasks based on urgency while maintaining excellent customer service standards.
- Maintained strong relationships with vendors to ensure timely delivery of products and services at competitive prices.
- Installed new workstations, servers, routers, switches, firewalls, printers, scanners as part of ongoing technology refreshes.
- Ensured compliance with industry best practices related to information security and data privacy policies.
- Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
- Updated and replaced outdated drivers and software for computers and office machines.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Efficiently troubleshot and repaired State Employee Credit Union equipment to cut company costs and maximize productivity.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Generated reports for customer service issues and repair records.
- Facilitated maintenance team training procedures to align with company standards.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Participated in quality assurance activities including testing patches and updates before deployment across the organization.
- Worked with triad State employee Credit Union banks traveled to various branches each day to complete tickets.
- Serviced equipment for expedient repair and minimal downtime.
- Recorded inventory for equipment and supplies.
Delivery Driver
Kennedy Office
2020.03 - 2021.05
- Distributing a wide range of goods to customer, reviewing orders prior to delivery, loading and unloading trucks
- Thoroughly manage paper work and electric proof of delivery.
- Improved customer satisfaction by ensuring timely and accurate deliveries of products.
- Enhanced delivery efficiency by optimizing routes using GPS navigation and mapping tools.
- Maintained strong relationships with clients through proactive communication and personalized service.
- Increased repeat business through excellent customer service and prompt resolution of any issues or concerns.
- Ensured the safety of all goods transported by securing loads properly and following best practices for handling fragile items.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
Mail Carrier
United States Postal Service
2016.08 - 2019.10
- Amazon deliver, New hire trainer
- Enhanced customer satisfaction with timely and accurate mail delivery to both residential and commercial addresses.
- Maintained a high level of safety by adhering to traffic laws, utilizing defensive driving techniques, and navigating various weather conditions.
- Contributed to increased postal revenue by promoting and selling USPS products and services during daily deliveries.
- Developed strong relationships with customers, providing exceptional service by addressing concerns promptly and professionally.
- Upheld the integrity of sensitive materials by properly handling confidential documents, registered mail, and certified packages according to USPS regulations.
- Expedited processing times by efficiently unloading incoming trucks and transferring sorted mail into designated areas for further distribution.
- Kept an organized vehicle workspace, ensuring quick access to necessary tools and materials for successful deliveries.
- Reduced the number of customer complaints regarding undelivered or damaged packages through careful handling practices during transportation from the post office to recipient addresses.
- Participated in ongoing USPS training programs to stay current on postal service procedures, regulations, and best practices for efficient mail delivery.
- Handled mail and packages with care to prevent damage during delivery.
- Responded to customer inquiries about delivery, forwarding and other postal services quickly to provide quality customer services.
- Loaded and secured items in trucks to avoid damage to parcels during delivery.
- Obtains signatures for package deliveries as proof of delivery to avoid discrepancies.
- Communicated customer complaints, requests, and feedback to company management for swift resolution.
Independent Contractor
Courier Express
2014.02 - 2016.08
- Deliver office supplies, Deliver furniture to homes for business, Deliver GNC supplies from North Carolina to Virginia
- Increased client satisfaction by delivering high-quality projects on time and within budget constraints.
- Managed multiple projects simultaneously, prioritizing tasks and meeting deadlines consistently.
- Negotiated contracts with clients, ensuring clear communication of project scope and expectations for both parties.
- Collaborated effectively with cross-functional teams, resulting in successful project completion.
- Trained new team members to apply best coding best practices and proper use of development tools.
- Developed and maintained user documentation to establish product understanding.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Took initiative in seeking feedback from clients after project completion to ensure satisfaction and gather insights for future engagements.
- Fostered collaboration among team members when working on larger-scale projects requiring diverse expertise.
- Conducted thorough research to stay updated on industry trends and best practices, providing informed recommendations to clients.
- Lift over 50 lbs
Technical Support Specialist
APAC New York Times
2013.09 - 2016.08
- Respond to end user emails regarding account information, Resolved technical issues involving NY Times phone app and NYtimes.com, Summiting International Cancelations
- Enhanced team productivity by streamlining troubleshooting processes for faster issue resolution.
- Reduced response time with effective communication skills, ensuring customers received prompt assistance.
- Developed comprehensive knowledge of company''s products and services to provide accurate solutions to client inquiries.
- Collaborated with cross-functional teams for complex problem-solving, leading to improved operational efficiency.
- Implemented feedback mechanisms to gather valuable insights from clients, resulting in continuous service improvement.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Trained new hires on technical support procedures, contributing to overall team success and performance improvement.
Escalation Support Specialist
APAC New York Times
2014.08 - 2015.02
- Diffuse escalated customer situations through high level problem solving, Communicate with all levels of management and company personnel, Ensure customers are receiving call back and follow up calls, Customer Service Representative
- Developed strong client relationships through consistent communication and attentive service.
- Led successful sales presentations to prospective clients, resulting in increased partnerships and collaboration opportunities.
- Mentored junior team members, fostering professional growth through guidance on best practices in the industry.
- Launched successful marketing campaigns that drove brand awareness among target audiences.
- Oversaw daily operations of a busy office environment, ensuring tasks were completed efficiently and accurately.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Assisted with staff training to enforce quality, safety and sanitation guidelines.
- Educated staff on organizational mission and goals to help employees achieve success.
- Conducted regular reviews of operations and identified areas for improvement.
Customer Service Representative
APAC New York Times
2013.09 - 2014.08
- Provide Floor Support For New York Times call center, Customer service trainer for new employees, Process financial payments accurately, Deescalated customer complaints efficiently
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Assisted team members in improving their performance through constructive feedback and sharing best practices.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
Retail Pharmacy Technician
Walgreens
2008.06 - 2013.11
- Improved patient satisfaction by providing exceptional customer service and efficiently filling prescriptions.
- Enhanced pharmacy efficiency by accurately entering prescription information into the system and maintaining up-to-date patient records.
- Reduced medication errors by carefully verifying prescription details, checking for drug interactions, and consulting with pharmacists as needed.
- Maintained a clean and organized work environment to optimize workflow and ensure compliance with safety regulations.
- Assisted in inventory management tasks, including ordering medications, restocking shelves, and conducting regular audits to minimize discrepancies and prevent stockouts.
- Collaborated with healthcare team members to provide optimal patient care by sharing valuable information on medication usage and side effects.
- Supported pharmacy operations by preparing medication labels, packaging medications, and assembling daily dosage packs for patients.
- Increased overall efficiency of the pharmacy by assisting with administrative tasks such as filing insurance claims, scheduling appointments, or processing payments as needed.
- Provided compassionate patient care by listening attentively to customers'' needs while respecting their privacy rights regarding sensitive medical information.
- Managed high-stress situations calmly under pressure while prioritizing time-sensitive tasks to maintain seamless pharmacy operations amid unexpected challenges.
Education
CompTIA Certification - Information Technology
Per Scholas
Remote10.2022
Associate of Applied Science -
Guilford Technical Community College
Jamestown, NC05.2013
Bachelor of Science -
Winston-Salem State University
Winston-salem, NC05.2011
High School Diploma -
John M Morehead High School
Eden, NC06.2006
Skills
- Remote Support
- Software Deployment
- Wireless Networking
- Data Recovery
- Hardware Installation
- Customer Service
- Continuous Learning
- Time Management
- Team Collaboration
- Cloud Computing
- Advanced Troubleshooting
- Critical Thinking
- Active Listening
- ITIL Processes
- Problem Solving
- Technical Support
- Adaptability
- Project Management
- Attention to Detail
- Analytical Thinking
- Hand and Power Tool Operation
- Problem Diagnostics
- Machine Reassembly
- Functionality Testing
- Memory Installation
- Breakdown Prevention
- Emergency Repairs
- Equipment Programming
- New Systems Testing
- Specification Interpretation
- Equipment Configuration
- Drill Press
- Parts Inventory Maintenance
- Troubleshooting Techniques
- Security Patches
- Laptop Servicing
- Word Processing
- Telephone and Email Communication
- Work Planning and Prioritization
- Equipment Calibration
- Microsoft Excel
- Microsoft Office
- Flexible Schedule
- Operating System Configuration
Certification
Certified Registered Paralegal, National Federation of Paralegal Associations
Hobbies and Interests
- Literature
- Environmental Conservation
- Art
- Yoga
- Skiing
- Travel
Additional Information
Reference per request
Timeline
IT Field Support Technician
Blue Alley
2022.10 - Current
Delivery Driver
Kennedy Office
2020.03 - 2021.05
Mail Carrier
United States Postal Service
2016.08 - 2019.10
Escalation Support Specialist
APAC New York Times
2014.08 - 2015.02
Independent Contractor
Courier Express
2014.02 - 2016.08
Technical Support Specialist
APAC New York Times
2013.09 - 2016.08
Customer Service Representative
APAC New York Times
2013.09 - 2014.08
Retail Pharmacy Technician
Walgreens
2008.06 - 2013.11
CompTIA Certification - Information Technology
Per Scholas
Associate of Applied Science -
Guilford Technical Community College
Bachelor of Science -
Winston-Salem State University
High School Diploma -
John M Morehead High School
Certified Registered Paralegal, National Federation of Paralegal Associations
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