Brandon Shields
Technology Helpdesk
BRANSON,MO
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Information Technology Help Desk Technician
Branson School District
07.2013 - Current
- Streamlined help desk processes for faster ticket resolution times.
- Created easy-to-follow documentation for common technical issues faced by users, aiding in self-support initiatives.
- Assisted users with software installation, configuration, and troubleshooting tasks to ensure optimal performance.
- Improved customer satisfaction by quickly and efficiently resolving IT issues.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to Multiple different technical support needs.
- Was the Admin for the Learning Management System (Canvas)
Part-Time Hardware Technician
Ozarks Technical Community College
07.2011 - 07.2013
- Improved customer satisfaction by providing efficient technical support for hardware-related issues.
- Resolved challenging technical issues through methodical troubleshooting steps and root cause analysis techniques applied to faulty hardware components or connections.
- Reduced downtime by performing timely maintenance on computer hardware systems.
- Maintained technology equipment performance by configuring, diagnosing and repairing hardware.
Education
Bachelor of Science - Criminal Justice
Central Missouri State
Warrensburg, MO 05.2001 -
Skills
Virus Removal
Asset Management
Application support
Ticket management
Telecommunications
User Support
Technical Support
Desktop support
Account Management
Remote Support
Incoming Call Management
Help Desk Support
Timeline
Information Technology Help Desk Technician
Branson School District
07.2013 - Current
Part-Time Hardware Technician
Ozarks Technical Community College
07.2011 - 07.2013
Bachelor of Science - Criminal Justice
Central Missouri State
05.2001 -