Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
Generic

Brandon Vaughn

Canal Winchester,OH

Summary

Dynamic leader with over 10 years of global inbound/outbound call center, Information Systems, and Military experience. Associates in Information and Networking, I offer a myriad of positive experiences that create synergy between departments/business partners. Incorporating interpersonal, soft, and technical skills within the office environment have increased my overall confidence professionally. I'm looking to become an addition to the company, by adding superior customer service, leadership, and professionalism to the team.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Help Desk Support Specialist

ContactUs.com
Columbus, OH
04.2023 - Current
  • Answer user inquiries to resolve computer software or hardware operation problems.
  • Assist customers with instructional support and product troubleshooting.
  • Document issues in bug tracking system for reporting.
  • Maintained records of data communication transactions, problems and remedial actions or installation activities.
  • Resolve technical issues with software, hardware and peripherals.
  • Support customers with password resets and account customization.

Identity & Access Management

State Of Ohio Job and family Services
Columbus , OH
08.2021 - Current
  • Access network mainframe security to ensure proper functionality statewide
  • Assists in providing I.T. consultation & recommendation while ensuring services are never compromised
  • Champion customer/ client support with high customer satisfaction by resolving problems with friendly service & accurate knowledgeable information
  • Communicate technical information effectively w/customers, peers & management
  • Create, organize, maintain files /documentation
  • Diagnose and resolve customer issues across multiple technology domains
  • Juggle multiple projects and tasks to ensure high quality and timely delivery.
  • Provide technical support related to security product installation and use.
  • Provide effective meetings, presentations, and training
  • Maintained documentation of security and disaster recovery policies and procedures.
  • Safeguard data through installation of firewalls and data encryption programs.
  • Successfully work with diverse group of coworkers to accomplish goals and address issues related to our products and services.

DVOP

State Of Ohio Job and family Services, DVOP
Fairfield, OH
08.2021 - 08.2022
  • Accurate documentation of all service /guidance provided to eligible veterans.
  • Conducted outreach, advocacy, and rehabilitative services for regular cases and crisis intervention.
  • Establish and maintain healthy relationships with other veteran service providers (Veteran's service commission, local food storages, and shelters).
  • Providing Intensive services to Veterans such as assessments, career guidance, employment plans.
  • Performed duties mandated in U.S.C.
  • Title 38, chapters 41 and 42.
  • Outreaching to local businesses to help raise awareness of Veteran program service.
  • Staying abreast on all eligible county employers, job fairs, & hiring opportunities for veterans.

Provisioning Coordinator

Charter Spectrum
Columbus, Ohio
10.2020 - 03.2021
  • Analyzed system performance, including network capacity and security, and capacity.
  • Supported end-users with network and device troubleshooting and diagnosis.
  • Evaluated client telecommunications needs and recommended targeted solutions.
  • Proper installation of telecommunications hardware.
  • Installation support to IT specialists.
  • Establish positive relationships with customer's previous phone providers to ensure timely porting of the telephone number.
  • Effectively troubleshoot issues with porting phone numbers and internet issues.
  • Spearheaded key projects, resulting in high customer satisfaction and increased business revenues.
  • Used effective communication and interpersonal skills when meeting and speaking with clients, promoting long-lasting relationships.
  • Made actionable and insightful recommendations for new products, extensions, or enhancements.
  • Coordinated hardware and software installations.

Enumerator

US Census Bureau
Orlando, Florida
07.2020 - 10.2020
  • Responsible for Protecting Civilians/clients P.I.I.
  • And Government Equipment.
  • Conducted 20-30 daily Face to face interviews with civilians /clients.
  • Scheduled 10-15 daily interviews over the phone.
  • Maintaining Professional appearance while working outdoors.
  • Generated accurate and complete reports and case summaries and compiled work records, including required statistics.
  • Located and approached households and requested participation in census interview, thoroughly explaining process and purpose.
  • Promoted census significance and rights of participation to prospective interviewees through follow-up calls or in-person visits to address non-responsive initial interviews.

Customer Support Specialist

Synchrony Financial
Altamonte Springs, Florida
04.2019 - 08.2020
  • Handle (50-80) inbound calls daily from cardholders while providing Superior Customer service.
  • Multitask between speaking, typing pertinent information, while navigating between several applications to ensure effective solutions.
  • Troubleshooting Customer's tech web issues while effectively maintaining a 95% one-call resolution.
  • Averaged 45-50 while maintaining 100% customer satisfaction surveys.
  • Assist customers /clients making payments & setting payment arrangements.
  • Adhering to company policies and procedures.
  • De-escalate irate customers by implementing (A.C.E) Method.
  • Actively listen to issues.
  • Come up with several solutions.
  • Execute the plan.

Parking Enforcement Officer

City of Orlando
Orlando, Florida
03.2017 - 04.2019
  • Assists in employee selection processes, train new hires on proper driving, safety, and departmental protocol.
  • Conduct employee safety training, enforce city parking regulations, issue citations, and resolve disputes.
  • Directed drivers to proper parking areas and enforced special parking restrictions.
  • Improved operations by working with team members and customers to find workable solutions.
  • Investigates complaints received regarding parking enforcement activities, including field observations.
  • Maintaining Records and documents for court proceedings/cases.
  • Maintained order, responded to emergencies, and enforced federal and local laws.
  • Worked successfully with diverse groups of coworkers to accomplish goals and address issues related to our products and services.

Corrections Officer

State of Ohio Department of Rehabilitation
Orient, OH
10.2015 - 03.2017
  • Maintained a record of equipment, demonstrated proficiency in the use of firearms and emergency measures.
  • Patrolled quarters and work areas, initiated counts of inmates at regular and irregular intervals.
  • Supervised and transported inmates to medical appointments and other facilities.
  • Supervised and screened inmate visitor traffic; monitored City Cite system, observed traffic in and around the compound.
  • Utilize Phenomenal soft skills to provide effective directives.
  • Maintained daily logs of shift activity.
  • Conducted thorough cell searches to uncover contraband and other materials not allowed at facility.
  • Attended regular trainings and maintained appropriate certifications.

Automated Logistics Specialist, Military Police Officer

US Army Reserves
Eustis, VA
06.2004 - 06.2016
  • Championed tactical training programs, provided effective support and direction to 18 supply specialists.
  • Collected, chartered, and reported data and metrics documenting processes and task for ISO and QS certifications.
  • Implemented inventory management processes and mitigated risk factors resulting in zero loss for the Government.
  • Paroled military base and enforced all Army regulation codes, laws, and requirements.
  • Overseen daily scheduling, service parts purchasing, distribution and warehouse planning, moving, and receiving of materials.
  • Strong problem-solving skills.

Collections Manager

Portfolio Recovery Associates
Hampton, VA
09.2012 - 03.2015
  • Awarded “2013 Team of the Year” exceeded stretch goal of $900,000 attaining 1.3 million dollars in debt recoveries.
  • Reduced employee turnover from 38% to 17% by successfully spearheading an award-winning Mentor Bay Program.
  • Mentored and coached team members to overcome barriers within call flow by administering job aids and rebuttal techniques.
  • Monitored support systems, compliance, policies, procedures and SLAs to ensure optimal performance.
  • Processed time off request, schedules, payroll submissions, and maintained all administrative duties in timely manner.

Sales & Retention Manager

VXI Global Solutions
Youngstown, OH
09.2009 - 09.2012
  • Boosted retention from 69% to 84% deploying an on-boarding program to support the success of frontline supervisors.
  • Achieved 100% completion rate facilitating instructor-led trainings (ILT) to virtual teams of 500 employees.
  • Managed 18 sales support agents, dominated KPI's, quality scores, and first call resolution YOY.
  • Collaborated with Work Force Management to monitor support systems and implement workflow enhancements.
  • Encompassed training technologies (Go-to-Meeting, AV equipment) and adult learning methods (Kirkpatrick, ADDIE, SAM.
  • Models) to support diverse learning styles and optimize training program efficiencies.
  • Calibrated NICE calls with QA and Ops leaders to ensure quality standards and compliance exceeded client's expectations.
  • Collaborated sourcing strategies with HRBPs to hire, train, and provide professional development to frontline supervisors.
  • Conducted daily team huddles to set the tone for a fun-filled agenda (recognition, objectives, and goal-setting game plan).
  • Partnered with HR, IT, Training, QA, and Work Force Management to ensure operational efficiencies were met.

Education

B.S. Computer Info Systems Degree - Information Technology

AltamonteDeVry University
10.2023

Associate of Applied Science (Honors) - Information Technology & Networking

Skills

  • Time management
  • Leadership
  • Multitasking
  • Data management
  • Problem resolution
  • MS Office
  • Investigation documentation
  • Hazard analysis and risk control
  • Data evaluation
  • Analyzing performance
  • Compiling data
  • Troubleshooting
  • Relationship building
  • Presentations and demonstrations
  • Competitive and consumer market analysis
  • Public speaking
  • Training & development
  • Oral & written communication
  • Conflict resolution
  • Team building
  • Organizational skills
  • Analytical
  • Organization
  • Microsoft Office
  • Maintenance & repair
  • Telecommunications systems
  • Protecting networks
  • Risk mitigation
  • Supervision & leadership

Affiliations

Inducted Member of National Society of Leadership and Success Inducted Member of Alpha CHI National College Honor Society

Certification

  • ITIL 4 CERTIFICATION - 2022

Timeline

Help Desk Support Specialist

ContactUs.com
04.2023 - Current

Identity & Access Management

State Of Ohio Job and family Services
08.2021 - Current

DVOP

State Of Ohio Job and family Services, DVOP
08.2021 - 08.2022

Provisioning Coordinator

Charter Spectrum
10.2020 - 03.2021

Enumerator

US Census Bureau
07.2020 - 10.2020

Customer Support Specialist

Synchrony Financial
04.2019 - 08.2020

Parking Enforcement Officer

City of Orlando
03.2017 - 04.2019

Corrections Officer

State of Ohio Department of Rehabilitation
10.2015 - 03.2017

Collections Manager

Portfolio Recovery Associates
09.2012 - 03.2015

Sales & Retention Manager

VXI Global Solutions
09.2009 - 09.2012

Automated Logistics Specialist, Military Police Officer

US Army Reserves
06.2004 - 06.2016

B.S. Computer Info Systems Degree - Information Technology

AltamonteDeVry University

Associate of Applied Science (Honors) - Information Technology & Networking

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