Brandon Jones
DeKalb,IL
Summary
Dynamic IT Support Technician with a proven track record in diagnosing and resolving technical issues efficiently. Committed to enhancing user satisfaction through effective communication and proactive education. Adept at supporting end users while imparting knowledge to prevent future issues, leveraging strong troubleshooting skills. Extensive experience with a wide range of software and hardware systems, contributing to improved service desk performance in professional IT environments. Eager to diversify and expand expertise within a forward-thinking organization.
Overview
7
7
years of professional experience
Work History
IT Service Desk Technician
Glanbia Business Service
North Aurora, IL
04.2023 - 06.2026
- Provided technical support for hardware and software issues, ensuring minimal downtime for users.
- Troubleshot and resolved IT incidents efficiently, enhancing overall user satisfaction.
- Maintained documentation of service requests, improving knowledge management within the team.
- Collaborated with cross-functional teams to implement system upgrades and enhancements.
- Assisted users with desktop applications and mobile devices to enhance collaboration and productivity. Provided multi-channel support through phone, email, and in-person assistance. Facilitated effective communication among team members to resolve technical issues.
- Managed user administration by overseeing global active directory across company's international network.
IT Support Tech Level 1
Celebrity Home Loans
DeKalb, IL, USA
02.2022 - 02.2023
- Provided trouble shooting for printer, networks, phones, and pcs.
- Repurposed laptop for new hires and remoted in to install applications.
- Proficient in using Solar Winds to remote into PC and run Task on PCs.
- Proficient at using Active Directory to edit accounts and resetting passwords.
Geek Squad Field Agent
Best Buy
DeKalb, IL, USA
11.2021 - 02.2022
- Provided trouble shooting for printer, networks, and pc's.
- Set up Apple and Microsoft PC's, printers, and other electronics.
- Provided a seamless Client experience by advising and fulfilling on lifestyle recommendations regarding product, service, and content.
- Completed fulfillment of advanced complexity work, and triage and de-escalate difficult Client interactions as needed.
Geek Squad ARA
Best Buy
DeKalb, IL, USA
02.2021 - 11.2021
- Recommended, demonstrated, and trained customers on products.
- Diagnosed, troubleshot, or repaired technology products.
- Established and maintained consistent rhythms for timely follow up and ensures deliverables are met or exceeded.
- Helped drive a positive customer experience by building relationships, exhibiting empathy, and providing solutions for their needs.
Computers Sales Associate
Best Buy
DeKalb, IL, USA
08.2019 - 02.2021
- Sold computers and related parts.
- Provided an excellent customer experience.
- Followed best practices during customer interactions.
Education
High School Diploma -
Thornton Fractional North
Calumet City, IL06-2006
Skills
- Active Directory
- Office 365 Admin
- Adobe Admin
- Ticketing system
- In-person and virtual technical support
- Remote support
- Software installation
- Network connectivity
- ITIL framework
- End-user training
- Technical troubleshooting
- Customer service
- Verbal and written communication
- Decision-making
- Microsoft windows and office
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteHybridTimeline
IT Service Desk Technician
Glanbia Business Service
04.2023 - 06.2026
IT Support Tech Level 1
Celebrity Home Loans
02.2022 - 02.2023
Geek Squad Field Agent
Best Buy
11.2021 - 02.2022
Geek Squad ARA
Best Buy
02.2021 - 11.2021
Computers Sales Associate
Best Buy
08.2019 - 02.2021
High School Diploma -
Thornton Fractional North