Brandon Hack
IT Specialist
Michigan City,IN
Summary
Fueled by a deep desire to help, I bring 3 years of exceptional IT support to diverse users in Mac and Windows environments. My sharp diagnosis and meticulous approach turn tech headaches into solutions that boost system performance and user satisfaction.
Adept at training, onboarding, and deployments, I spearheaded a successful Okta rollout for 500+ employees. Passionate about fostering a supportive and collaborative work culture, I contribute meaningfully with feedback and actively help my team excel.
Overview
8
8
years of professional experience
Work History
IT Specialist
TaskRabbit
Austin, TX
11.2019 - Current
- Streamlined employee onboarding by efficiently configuring hardware, devices, and software for new hires.
- Articulated complex technical concepts in clear, concise language tailored to non-technical audiences, fostering comprehension and knowledge sharing across diverse levels of expertise.
- Analyzed system issues meticulously to identify and implement swift remediation strategies, minimizing downtime and maximizing productivity.
- Conducted comprehensive hardware and software assessments, leading to insightful recommendations for system modifications that mitigated lag time and boosted overall speed.
- Leveraged a combination of test scripts, personal expertise, and insightful questioning to effectively diagnose and resolve user issues, fostering self-reliance within the user community.
- Developed comprehensive support documentation that enabled users to independently expand their skills, utilize advanced system features, and find solutions to common issues, reducing reliance on the support team.
BUSINESS SUPPORT SPECIALIST
VOLT AT APPLE INC
Austin, TX
08.2017 - 05.2018
- Provided multi-channel support (email, phone, web chat) to business teams and postal carriers across the USA and Canada, ensuring customer satisfaction with timely, and accurate assistance.
- Cultivated a collaborative atmosphere encouraging feedback and coaching opportunities, fostering team growth, and professional development.
- Leveraged strong analytical skills to streamline customer order processing, ensuring accuracy, and efficiency for a seamless and positive experience.
- Adroitly handled payment acceptance, credit issuance, and billing issue resolution, ensuring accurate financial transactions and timely resolution of customer concerns.
- Provided expert support and troubleshooting via telephone and web chat services, resolving customer issues efficiently, and effectively across diverse communication channels.
CUSTOMER SUPPORT/TRAVELER CARE AGENT
HomeAway
Austin, TX
04.2016 - 06.2017
- Transformed escalated customer interactions into calm and positive experiences, effectively addressing concerns and restoring trust under pressure.
- Proactively sought opportunities to expand personal and professional skills within the role, leading to improvements in customer service, and business operations.
- Developed and implemented effective training programs for new customers, resulting in reduced frustration, enhanced user confidence, and increased customer satisfaction.
- Demonstrated exceptional adaptability to evolving business needs, readily acquiring new skills and responsibilities within short timeframes to provide crucial support, and ensure SLA compliance during high-demand periods.
- Seamlessly adjusted communication styles and technical explanations to match the client's level of understanding, ensuring efficient troubleshooting, and successful resolution of customer issues.
Education
GED -
Grayson College
Denison, TX 10.2007 - 12.2007
Skills
Discharge Planning
Application installations
Technical issue analysis
Application support
Data recovery
Mac systems
Desktop support
Staff education and training
Software diagnosis
Teamwork and Collaboration Expert
Customer service expert
Documentation and reporting
Accomplishments
- Increased inventory tracking efficiency by 20% through custom-developed Microsoft Excel spreadsheets, optimizing resource allocation and reducing stock discrepancies.
- Demonstrated exceptional technical aptitude and customer service, earning a promotion from Jr. IT Specialist to IT Specialist within 18 months of employment.
- Authored comprehensive IT process guides for new hires and user-based articles to resolve everyday issues, empowering self-reliance, and reducing support ticket volume.
- Developed and delivered comprehensive training materials for the Okta migration, empowering users to navigate the new platform effectively, and contributing to a 20% reduction in post-rollout support tickets.
- Streamlined new employee integration by personally training multiple hires on IT protocols and Mac usage during orientation, fostering a productive and confident start.
- Delivered efficient support to over 500 employees worldwide, consistently resolving tickets within established SLAs, contributing to high user satisfaction and operational efficiency.
Timeline
IT Specialist
TaskRabbit
11.2019 - Current
BUSINESS SUPPORT SPECIALIST
VOLT AT APPLE INC
08.2017 - 05.2018
CUSTOMER SUPPORT/TRAVELER CARE AGENT
HomeAway
04.2016 - 06.2017
GED -
Grayson College
10.2007 - 12.2007