Summary
Overview
Work History
Education
Skills
Timeline
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BRANDON TRISTAN

Austin,TX

Summary

HELP DESK TECHNICIAN Technical Support | Customer Support | Software Troubleshooting Results-oriented and adaptable IT operations professional with experience in customer service, technical support, PC maintenance, and system administration. Possess adeptness in implementing technology-based solutions for business problems, along with standards, procedures, and processes that improve business functionality. Areas of expertise include: Help Desk Ticketing Systems Problem Diagnosis Technical Troubleshooting Phone & Online Support Emotional Intelligence Customer Service Complaint Handling

Overview

3
3
years of professional experience

Work History

Desktop Support Technician

TEKsystems
Austin, TX
08.2021 - Current
  • Setting up Microsoft Office 365 on Active Directory
  • Creating and setting up user accounts and mailboxes on Server 2016
  • Unlocking, resetting, and disabling accounts on Active Directory using Server 2016
  • Troubleshooting skype, blue jeans and zoom video app on a virtual desktop
  • Adding network printers through print management on a virtual desktop
  • Creating security groups on active directory to provide share drive access for NTFS
  • Setting up 2 factor Authentication and unlocking user accounts on Duo Mobile
  • Provide general triage support for a wide variety of technical users
  • Monitor alerts with Jira service desk
  • Network troubleshooting
  • Provide technical troubleshooting using Bomgar for remote end users
  • Disassembling computers and upgrading hardware parts like Memory, Graphics Cards and Network Interface Cards
  • Installing Windows 10 on neighbor’s computer by using Microsoft creation tool
  • Creating a lab at home with Server 2016 and adding computers to a domain for practice
  • Troubleshooting IT issues for my neighbor by using remote desktop software Bomgar
  • Created tickets through Jira, and Freshdesk to communicate and track requests for IT issues
  • Restoring Mac OSX to a full system image on a neighbor’s computer
  • Unlocking a neighbors MacBook by using password reset on the command line
  • Training at home by watching Professor Messer videos.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Type policies.
  • Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.

Freelance IT Support

Self Employed Services
Austin, TX
01.2020 - Current
  • Configured hardware, devices and software to set up work stations for employees.
  • Used diagnostic tools to identify hardware failures and replace non-functional components.
  • Linked computers to network and peripheral equipment.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
  • Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.

Education

Bachelor Of Science - Cybersecurity And Information Assurance

Western Governors University
Salt Lake City, UT
02.2022

CompTIA A+ Certified -

Western Governors University
Salt Lake City, UT
02.2022

Associate of Applied Science - Computer Information Technolog

Austin Community College

Skills

  • TECHNOLOGY PROFICIENCIES
  • Ticketing:
  • Freshdesk, Jira Service Desk, ServiceNow
  • Software:
  • Active Directory, Office 365, Outlook, Cisco AnyConnect, Duo, Slack, Zoom
  • Browsers:
  • Google Chrome, Microsoft Edge, Mozilla Firefox, Safari
  • Networking:
  • LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS
  • Platforms:
  • Windows 10 Enterprise, macOS, Android, iOS, Chrome OS
  • Installing Server 2016 on virtual box and configuring directory from add roles and features
  • Setting up Active Directory, DNS, DHCP on Server 2016
  • Microsoft Active Directory
  • Network Hardware and Software Maintenance
  • Troubleshooting Network Issues
  • Help Desk Support
  • Resolving Problems and Incidents
  • Hardware and Software Repair
  • VoIP Installation
  • LAN and WAN Assessment
  • Remote Technical Support
  • Desktop Partitioning Software
  • Computer Hardware Knowledge
  • Microsoft Windows and Office
  • Account Administration
  • Windows PowerShell

Timeline

Desktop Support Technician

TEKsystems
08.2021 - Current

Freelance IT Support

Self Employed Services
01.2020 - Current

Bachelor Of Science - Cybersecurity And Information Assurance

Western Governors University

CompTIA A+ Certified -

Western Governors University

Associate of Applied Science - Computer Information Technolog

Austin Community College

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BRANDON TRISTAN